Business Profile

Health Care

Apria

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Complaints

This profile includes complaints for Apria's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

943 total complaints in the last 3 years.
365 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have incorrectly set up my medical devices on their end as having a 20% copay, however, my insurance covers it 100%. For the last year, I keep getting a monthly bill, so I call and explain the situation to them, they confirm with my insurance that it is 100% covered. They make an adjustment for that month and tell the issue has been resolved. Next month, I get another bill and have to contact them again to fix the bill. I've been doing this monthly now for almost the entire past year. I have reached out to my insurance and they have directly contacted Apria and they were also told it was fixed and I would no longer be billed. However, they keep billing and harassing me with an overdue balance each month until I call them to fix the issue.
Business Response
Date: 03/20/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that we have corrected the issue on the account to reflect 100% coverage on the
open invoices leaving a zero-patient balance on the account. We confirmed your insurance coverage is 100% and
deductible does not apply. It appears that this was not completed correctly previously so the error continued but
our payor change specialist has attached the correct payor/plan to the rental equipment and to the open invoices.
We do sincerely apologize for the error that occurred and the frustration this has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes
your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and
customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:03/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a bill that is from a Feb 21, 2025 statement for $17.55 that I have attempted to pay over 10 times. The website won't allow me to pay. It says: "This is your 3rd attempt and we still are unable to process your payment request. Please contact the ********************** at *************, Mon - Fri 7:00 am 7:00 pm, Sat 8:30am 5:00 pm, Central Time." I then called the phone number on March 10, 2025 around 4:00pm and gave the Apria agent my credit card and asked her to fix the problem so that I would be able to pay my bills online from then on. She took my credit card and said that she would send me an email to confirm payment, which I never received. When I go online, the amount of $17.55 is still listed as unpaid and past due, and it will still not allow me to pay my bill!!!!!!! I am afraid Apria will send this to collections, which will negatively impact my credit rating. How am I supposed to pay this bill??? Apria's customer service is deplorable!!!
Business Response
Date: 03/27/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that We apologize for this inconvenience you experienced. We were able to review account and account balance shows zero. We have also coached the agent who you spoke with to address how to appropriately handle these calls and explain the process. The site is not live, so is not always updated. Receipt sent 3/23/25. We reached out 3/25/25 and called back as requested and left message. Please call us if you have any further questions. Thank you
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:03/15/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The overseas billing department of this company is ineffective. I started CPAP therapy in Sept 2024. I had met my out of pocket deductible for my insurance 2024 and yet kept getting billed by Apria every month even though there were no claims sent to my insurance. This became a monthly battle with them. I had my insurance get involved to explain to them that there were 0 claims and that I had $0 out of pocket costs for this. Nothing got resolved. In January 2025, Apria finally figured out they had been billing me and the insurance for 2 machines and they were allegedly correcting that. Then in March 2025 I got another bill but no claims sent to the insurance. Again insurance called and they were assured that would be taken care of and the bill zeroed out. Nothing has happened. I have reached out to speak to someone at the local branch but you just get routed to the overseas billing center which clearly is incapable of correcting issues if they fall outside their approved script. I have reached out to a customer service email I was provided and that has yielded no response. At this point I feel as though I am being scammed by this company into double paying for the cpap machine.
Business Response
Date: 03/24/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that the billing has been corrected. We had our payor change team review the insurance and ensure the correct payor is attached to the equipment. We had our billing team review the invoices and correct the billing, adjusting any duplicates claims for the rental equipment as well as submitting the voided claims to your insurance. Your insurance has a 10-month rental then the equipment converts to purchase belonging to you, after the account was corrected, we have received 7 months towards the rental. We do sincerely apologize for the errors that occurred and the frustration it has caused.

At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC

Customer Answer
Date: 03/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After 7 months of dealing with this and receiving responses of the problem allegedly being addressed, I will consider this issue satisfactory when my account reflects the corrections shared in the response, claims filed with my insurance and that the amount being billed by Apria match the amount that my insurance claims reflect being my responsibility. Until that happens, this matter is still ongoing for me. As of today, Im still showing a balance as seen in the attachment.

Regards,

****** *******
Business Response
Date: 04/08/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that the statement you provided was sent prior to the adjustment taken on the account and the correct insurance being added to the equipment, invoices and account. Your insurance rents the equipment for 10 months then it will convert to a sale belonging to you at that time and it has billed 8 rental months at this point. Your insurance covers 85% after you meet your $650 annual deductible, your coinsurance is 15% after you meet the deductible. Your current balance is $206.89, which is for the monthly rental and the balance can change as ***** was just billed. The online bill pay updates every 30 days and is after your equipment rents on the 3rd of every month.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:03/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered a Transcend Micro from Apria Direct on Dec 8, 2024 through the Black Friday sale. The shipment arrived 3pm Dec 15, 2024 and was placed under the Christmas tree for Dec 25. I setup the unit Jan 10th. The unit is unable to keep constant pressure as I inhaled, the pressure drops, and then the pressure abruptly and violently returns after I finish inhaling accompanied by a loud thunk sound. The unstable pressure is a safety issue. I called customer service about returning the unit and they suggested I first try speaking with their respiratory therapist. And I bounced around from department to department for over a week. On January 16th I formally requested a refund via ******* ticket *******. The request was then denied because more than 30 days had elapsed since the order was submitted on Dec 8 (even though the device arrived 3pm Dec 15 as a Christmas gift and I contacted customer service on Jan 10). I replied to the denial with this information but received no response as shown in Apria Direct Zendesk ticket *******. Around Feb 8th I called customer support again and they referred me to respiratory therapist ****** at ************. I've tried calling her many times and left voice mails but haven't received a response. I feel I am bounced from department to department with no resolution for the defective device.
Business Response
Date: 03/25/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that they were notified of the customers product issue & have approved a return & refund. Team should be reaching out to customer as this response is being written up to notify them of outcome.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:03/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It started ****** , *********** would send stuff i didn't order . And wouldn't send stuff one time . Would Argue with me . Got to were i would have my nurse order all my supplies , why i was there Listening to the order she made . At the end of use of product i was told to send unused supplies back for refund . This was the second time i sent stuff back . Never got credit for stuff i sent back and tried a half Is dozen times to get credit and they would not Acknowledge they owed me anything and just asked for me to give them money or they would take action against me . I took pitcher of the stuff i sent back the last time . The first time was sent back threw *** they set it up . I was sent supplies that didn't even go with what i had been using .
Business Response
Date: 03/20/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that your insurance covered the first months rental of the equipment you received, however they required more documentation that Apria attempted to three times from your physician and was unable to obtain. Due to this the insurance would not cover and in error you were billed for the equipment. A refund has been initiated and approved in the amount of $95.36, please allow 7-10 business days for a check to be mailed to the address we have on file.
We do sincerely apologize for the error that occurred and the frustration it has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/20/2025
I still have not got credit for these and a nother box shipped back to them by *****
Customer Answer
Date: 03/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I still have not got credit for these and a nother box shipped back to them by *** .

Attachments:
20250107_085625.jpg

Regards,

***** ****

Business Response
Date: 03/28/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that per our response dated 3.20.25 we asked that you allow Apria 7-10 business
days to process your refund and to be mailed to the address we have on file. The refund was approved on 3.26.25
in the amount of *****. The account has a zero balance, no open invoices/claims or renting equipment.
We cannot accept the return of your unused product. turn. Please feel free to discard or donate.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes
your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and
customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 04/07/2025
I have not recieved any refund or mail from company . And the company sent things i did not order and mailed Equipment and Accessories that did not go with anything i was using . They sent a *** person to have me mail the first Batch of stuff I did not order and did not go with what i was using . The second batch i was told to send back with the machine when they came and picked it up . I will send a picture of the *** Receipt . I would like a copy of all charges from the start to the Final bill .
Customer Answer
Date: 04/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I have not recieved any refund or mail from company . And the company sent things i did not order and mailed Equipment and Accessories that did not go with anything i was using . They sent a *** person to have me mail the first Batch of stuff I did not order and did not go with what i was using . The second batch i was told to send back with the machine when they came and picked it up . I will send a picture of the *** Receipt . I would like a copy of all charges from the start to the Final bill .

Regards,

***** ****

Business Response
Date: 04/15/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that you did receive your refund on or around 4.10.25 as per our records the refund was cashed/deposited on 4.10.25. We had your account reviewed by our billing department and found that we were unable to obtain documentation required by your insurance to continue billing for the rental equipment you received, your insurance paid some claims in error and a refund has been issued to them for payments received. We did see where you made a payment to a claim that was denied by your insurance for not qualifying in the amount of *****, we have sent a refund request for that so please allow 7-10 business days for that to be approved and mailed, if you have not received in 30 days you may contact ************ and speak with customer service who can have status of refund checked. We will prepare an itemized statement and mail to the address we have on file, please allow us a few days to prepare and be sent to be mailed.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 04/26/2025
I sent a responce to you and have not Gotten anything that the other party has said that they would send no check and I asked for.
Eceipts receipts on everything that they have charged me and they still have not sent none of that stuff to me as of the 26th. Ive sent you Received from *** last week. They said they were going to send another rebate check and i have not received any check as of the 4/26/2025
Initial Complaint
Date:03/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am due three reimbursements from this company for my Bi-pap machine and supplies that my insurance carrier says I have coming to me. The three amounts are as follows:$117.19 from 5/21/24, $8.04 from 9/18/24 and $25.14 for 10/18/24. I have been working on this since May, 2024. They are supposedly co-payments that they werent supposed to charge me for. I confirmed this with my insurance carrier and they agree that I am due back this money. My insurance carrier said this company used invalid modifiers when submitting the claims to them. My insurance carrier said all they have to do is resubmit with the correct modifiers. Apria also stated that I owe for the rental of my machine. I was told that when I first ordered my machine, that all I needed to do was pay my co-payment and the first months rental and that the machine would be considered mine. When calling today to see if this was done, (it sounds like they read from scripted instructions) they told me that I was wrong and that they will not be reimbursing me. Every time I call on this issue it takes about an hour to get any kind of answer. I have spent way too much time on this and I cant seem to get anyone to help me. Hope you can.
Business Response
Date: 03/20/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that the wrong payer was attached to the rental equipment and supplies received not
an invalid modifier, our team has corrected, and the billing should be correct going forward. A refund has been
initiated and approved in the amount of $141.04, please allow 7-10 business days for it to be processed and
mailed to the address we have on file. We do sincerely apologize for the error that occurred and the frustration it
has caused you.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes
your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and
customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to know how they arrived at a total of $141.04. They give a figure without a breakdown? This does not coincide with the figures I have shown in my complaint. If I can get an accurate detail of this accounting, I will be able to accept it.
Also, I have been told numerous times that Apria Will send me a check and I should receive it withinn 7-10 days. This is going on a year.
This has been frustrating to say the least.

Regards,

**** *********

Business Response
Date: 03/28/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that the collector who reviewed your account found coinsurance paid on 5 invoices
that were initially billed to the wrong payor as stated in our previous response the amounts were $16.33, $25.14,
$8.04, $17.10, $25.14 & $49.29 which equaled $141.04. Once we received your rebuttal, we found an additional
$49.25 that was attached to the incorrect payor and requested a refund back to you, so in total the full refund that
you will receive is $190.29. $141.04 was approved yesterday 3.26.25 and the check has been sent to be mailed to
the address we have on file. For the additional refund of $49.25 again we ask that you allow us 7-10 business
days for it be approved and processed and mailed to the address we have on file.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes
your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and
customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I will await their checks as promised by the business, however, may need to reopen the claim if I do not receive them.

Regards,
**** *********
Initial Complaint
Date:03/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 17, 2024, I purchased **** supplies from Apria, which were fully covered by my health insurance plan (**). Apria later submitted an incorrectly coded claim for $154.48 to the *** resulting in a denial of the claim. The ** requested Apria several times to correct and resubmit the claim, but Apria refused to do so. In October 2024, Apria sent me to collections for $154.48. My ** decided to assist me and paid the $154.48 balance on January 5, 2025. However, Apria refuses to reverse to assign the payment to the January 17, 2024 transaction, refuses to reverse the charges on my account, and refuses to notify the collection agency.
Business Response
Date: 03/14/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you have collections of $154.48 for date of service January 17, 2024. Your primary insurance applied deductible and the secondary denied. However, your secondary asked for claims to be reprocessed after the balance was already sent to collections. Apria did receive payment January 29, 2025 for collection balance. We have recalled collections with no responsibility to you and apologize for any inconvenience.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.
I CONTACTED APRIA BILLING DEPARTMENT ON TWO DIFFERENT DAYS TO VERIFY THE **** SENT BY APRIA TO BBB, THE **** IS NOT FALSE. MY APRIA ACCOUNT STILL SHOWS AN AMOUNT OF ****** IN COLLECTIONS. ON BOTH OCCASIONS I REQUESTED SPEAKING TO A SUPERVISOR BUT WAS TOLD NO SUPERVISORS WERE AVAILABLE.
THIS IS NOT THE FIRST TIME APRIA PROVIDE ME WITH FALSE ****RMATION. I HAVE CONTACTED APRIA BILLING SINCE JANUARY 15, 2025 WHEN MY INSURANCE PAID THE OUTSTANDING BALANCE SEVERAL TIMES, AND IN EACH INSTANCE I WAS PROVIDED WITH FALSE ****RMATION. THE LAST CALL I MADE WAS ON 02/21/2025 WHEN I SPOKE TO A US AGENT NAMED ***** MYEOLI IN ******* WHO TOLD ME THAT SHE SENT A MESSAGE TO THE COLLECTION AGENCY TO CANCEL THE COLLECTION. SHE ALSO FORCED ME TO MAKE A PAYMENT OF $6 IN ORDER TO CANCEL THE COLLECTION.
APRIA HAS BEEN ACCUSED OF FRAUDULENT BILLING BY SEVERAL STATES DURING THE PANDEMIC.
THANK YOU,
***** *******

Business Response
Date: 03/31/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you had a collection balance of $154.48 which insurance paid after collections. Upon speaking with you on February 21, ********************************************************************************************* the system and a past due balance of $6.95 from July 8, 2024. You paid the past due balance of $6.95, and the hard stop was removed so you could receive new supplies. The collection agency still was not seeing payment received; therefore, a recall was done March 13, 2025 to remove collections. There is no balance or collections due on your account.
At **********************, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 04/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Apria insists on providing false information in order to cover up their illegal actions. I am covered by my healthcare insurance plan at 100%and therefore could not have any past due balance. Apria has never sent me a statement for any of their alleged past due balances. When I received the collection agency notice, I contacted Apria and requested a statement (see attached email), but they refused because according to the laws of the state of California it is illegal to bill me. Apria staff member named ***** ***** of Arizona used blackmail to force me to pay money in order to recall the collection, She did not explain that it the money was a past due amount. I have recorded my conversation of 02/21/2025 with Ms. ***** and will be happy to provide it if needed. I spoke to Ms. ****** again on March 06, 2025, and asked her why the collection was not recalled as she said she would do on 02/21.2025, she said that she only asked the collection to wait for *********************************************************** ***** statement contradicts what I was told by Apria Customer agents and ***** *****. ********************** has been manipulating my healthcare and their refusal to provide CPAP supplies has resulted in brain damage and *****************.

Regards,

***** *******
Business Response
Date: 04/10/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that the balance in collections was recalled, however it does take the collection agency 30 days to remove the balance on their end and notify the credit bureau to update the credit report if reported. In that 30-day period it is possible that you may receive statements or phone calls from the collection agency as you provided a copy of the statement you received. Placing a collection account on hold is the normal procedure as we wait for the payments to post and since Apria does not own or operate the collection agency, they are not aware of payments received from the insurance company to Apria. We reached our resupply department to assist you in obtaining new supplies, we show an email that was sent today 4.9.25 asking for you to contact our customer service to order new supplies and a call will be made for follow up from one of our customer service representatives if you do not respond to our email.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Apria is known for disseminating false information to conceal their unlawful practices. The billing department at Apria made a critical error that led my healthcare plan to deny their claim. Despite my healthcare plan requesting corrections to their error over six times, Apria refused to take responsibility. Instead of resolving the issue, they placed a hold on my CPAP supplies in March 2024, severely impacting my ability to use the device effectively. This extended delay caused significant harm, leading to brain damage.
I am insured through an ***** healthcare plan that covers 100% of my medical expenses, making it illegal in ********** for Apria to bill me. After I received a ***************** Notice, my healthcare plan contacted Apria, emphasizing the illegality of billing me and urging them to correct their mistake and resubmit the claim. However, Apria continued to ignore these requests and persisted in their fraudulent billing practices.
Despite their claims that they prioritize customer satisfaction and aim to be the first choice for homecare needs, Apria's actions reveal a different reality. Thousands of customers have voiced complaints daily on social media, shedding light on Aprias deceptive billing practices. Their promises seem designed solely to mislead and exploit their customers.

Regards,

***** *******
Initial Complaint
Date:03/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding Apria Healthcare putting me in State Collection due to a Durable Medical Equipment (****) that they claimed I owed them. Apria claims that I owe Apria $763.71 because of the **** that was not returned. I returned the unused and unopened **** on 07/25/24 but the company did not want to give me a receipt and they did not log it in their system that the equipment has been returned. Apria put me in State Collection on 08/26/24. I had been trying to resolve this issue created by Apria since 08/22/24. I have called Apria numerous times on 08/22/24, 09/12/24, 02/07/25, and 03/05/25 to get me off State Collection since the *** **** has been returned since 07/25/24. I am concerned that being in collection has a repercussion on my credit rating. Apria did not even send me a letter notifying me that they are putting me in collection. The only letter I have received from Apria is a Billing Statement which I tried to dispute since the **** that they are billing me has been returned since 07/25/24. Apria is a very incompetent business provider because it is creating an issue out of nothing, ruining my credit reputation, giving me stress, and wasting my time trying to resolve an issue that Apria created.
Business Response
Date: 03/24/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that your durable medical equipment was returned. Therefore, we have removed the invoice in collections for $763.71 and you are not responsible for the charge. We have also notified State Collections informing them you are not responsible for the charge. This should not reflect on your credit file. If you have any issues regarding that please reach out to our office. We apologize for the inconvenience this has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 04/03/2025
Apria has emailed me a resolution letter on 03/24/25 after dealing with the issue since 07/25/24.
Apria needs to be investigated for their business practices. They are not a trusted *** Company because they have placed me in collection after the *** was returned and without any notification.
Who knows if Apria is ruining other peoples lives. I dont believe that Apria gives their client any due process.
Initial Complaint
Date:03/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apria took unauthorized payments out of my bank account. I filed a dispute with my bank, and Apria had to refund me. They are now trying to bill me again for the same amount they were forced to refund me. They claim it's for monthly rental fees. However, they charge 2 separate fees and do not take any fees out monthly. They instead try to pile up the "monthly" charges and then hit your bank account with a huge withdrawal. I did not agree to automatic withdrawals for this. I had only agreed to 1 withdrawal at the very beginning of my treatment that was supposed to be the 1 time fee. I was never told how much a "monthly rental fee" would even be. If my ********** was able to determine my dispute was valid, and refunded my money, they obviously came to the conclusion I should not have been charged that. So how are they now saying I still owe them? They constantly call me (on Sundays as well) attempting to collect payment. They also keep robocalling me to "check on their patient" dispite the fact I am no longer a patient or receiving any treatment from them. It feels like harassment at this point. ************ confirmed they're trying to recollect the money they were forced to refund.
Business Response
Date: 03/14/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that on 3/29/2024, Apria delivered equipment and supplies ordered by your physician. On 3/28/2024, we spoke with you to discuss your insurances requirements with compliance, as well as the information for the monthly equipment rental. The initial payment was for the first months rental and the supplies required for the setup of the equipment.
Apria billed your insurance, and you were billed the copay/coinsurance amount. Once your insurance processed the claims, you were billed any additional amounts your insurance deemed as patient responsibility. Apria does not control the time frame your insurance processes claims, and your insurance denied multiple claims at the same time in November. Your credit card on file was billed once those denials were received.
You contested those charges with your bank, and your bank recouped (took back) those funds paid. This does not mean that the balances were not valid, but only that you disputed the charge to your card. Your insurance deemed these balances to be patient responsibility, and this is why you were billed.
However, on 3/6/2025, the charges on your account were adjusted since your equipment was returned on 12/12/24. The $161.85 adjustment has now been processed, and your account has a $0 balance. Your account is considered paid in full and will only be billed if there are new services or supplies requested.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
****** *****
Initial Complaint
Date:03/04/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in the hospital for 3 weeks. While in the hospital, someone ordered Apria equipment based on the current doctors orders and had it sent to my house. When I got home. I had nine boxes in my garage. My medical plan changed after this order, so I ended up not needing anything from them. I followed the directions given to me by Apria, and they scheduled a pickup. The driver picked up all but three boxes. There was no explanation as to why he left anything behind. I spoke to someone on the phone from Apria who said that the items he did not pick up were apparently rental items, and they needed to be picked up by somebody different. She scheduled a pickup and told me after they received the rental equipment back, then they would adjust my bill to show I owed them nothing. Once a month I get a nasty email or letter from Apria telling me my account is past due. Each time I receive it I call them and explain the situation and tell them it needs to be removed from my bill because I never ordered it, nor used it. Today I hit my final brick wall. I am done talking with these people. They are not helpful, nor do they even listen to the customer. It's bad enough that they aren't going to help, but to be **** and rude at the same time is unacceptable.
Business Response
Date: 03/12/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that We apologize for the inconvenience you experienced. We have submitted the adjustment on account to remove the open balance of $64.91 from your account. We have an updated account to reflect all the equipment that has been returned. We also shared this issue with the local branch and a process was put in place to avoid this situation in the future. We attempted to reach you on 3/12/25 to review what has been done for resolution and left a message. Please reach out with any further questions.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC

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