Complaints

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

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• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  100 Dowd Rd Bangor, ME 04401

• 

  Apria Healthcare

  6103 E Molloy Rd East Syracuse, NY 13057

• 

  Apria Healthcare

  40 Sebethe Dr Cromwell, CT 06416

• 

  Apria

  254 Wisner Ave Ste A Middletown, NY 10940

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:03/04/2025

  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.

  Apria sent me a wheelchair based on a doctor's request. I was NEVER TOLD I would have a monthly co-pay or charge of ANY TYPE.Then they start billing me. I never got an estimate, a document of any kind, did not sign anything, etc.

  Business Response

  Date: 03/11/2025

  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 have reviewed this concern and found the Branch missed tagging your breast pump as returned in error, this has been addressed & coached to prevent further issues for others as well. The convert-to sale amount has been reversed and collection removal approved. The equipment has been marked as returned under your account and no further bills or communications should occur. Our agent spoke to you on 3/4 to review our findings, apologize for your experience, and explain our resolution steps. If you have any further questions, please feel free to contact us. 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
  

  Business Response

  Date: 03/11/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
  representative has confirmed that when the order was received the wrong payer was attached in error which is
  what caused the patient to be billed. The correct payor required authorization, and Apria is unable to obtain as it is
  past the retro authorization period. Due to the errors that occurred Apria has reversed the payments made and
  initiated a refund back to the patient in the amount of $149.94, we have also adjusted off the invoices leaving the
  patient with current zero balance. The equipment was returned on 12.12.24 and no other equipment is renting.
  Please allow 7-10 business for the check to be processed and mailed to the address we have on file. We do
  sincerely apologize for the errors that occurred and the frustration it may have 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: 03/14/2025

  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:02/28/2025

  Type:Order 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.

  Terrible company practices. Apparently the **** we thought was bought and paid for back in August of 2024 was actually a rental. NO ONE at Apria told us that. We were never provided with any transaction documentation or any invoicing of any kind. I just found out that they've been billing our insurance since August of 2024 for monthly rental fees. Since we'd met our yearly 'out of pocket' the insurance has been paying this. Apria NEVER sent any invoices for the original purchase (paid in full by insurance) or monthly rental fees. Now this is a new year, 2025 and we start receiving invoices for rent that we are expected to pay! Apria NEVER told us this was a rental. Apria NEVER provided us with any invoices or any paper work about the originals purchase or subsequent rentals due. I've gone back and pulled all insurance EOBs and apparently Apria has billed our insurance company over $6700.00! And by the time the supposed rental period ends, they will have tried to bill the insurance company over $10,000.00! This is unbelievably outrageous! ***** this company! They will NOT provide you with complete information and will NOT provide you with any documentation about the transaction. How does a company with such terrible business practices remain in business, how are they even allowed to stay in business? This type of treatment of customers seems like it should be illegal! I believe that we should not be held responsible for paying rental fees that we were never told about and have never received any past invoices for any of their interactions with our insurance company. Responsibility for informing customers about transaction details lies completely with the company providing the product, but Apria has intentionally hidden all financial transaction information from us until now, when they want us to start paying for something we thought was completely bought and paid for. Avoid Apria, run away screaming! YOU WANT NOTHING TO DO WITH THIS COMPANY, EVER!

  Business Response

  Date: 03/04/2025

  Hello,

  I am unable to locate this patient in our database.  We have not patient named ******* Click.  Please advise.

   

  

  Customer Answer

  Date: 03/05/2025

  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. 
  
  This complaint was concerning my husband's purchase, **** *********.

  We (my husband and I) will not be satisfied until we receive detailed invoices for everything since day one of our interaction with Apria, including something that clearly indicates the cpap unit we received was a Rental. We have NEVER received any invoices or anything contractual from Apria. As far as we knew, the unit was paid for in full by our insurance and now several months later you send us a bill saying we owe rental.  We are NOT paying a single ***** to Apria until Apria can provide us with complete and detailed invoicing and contractual papers of some sort that proves we agreed to a rental agreement. NEVER in any conversations with Apria were we told that this was a rental ! 
  
  Regards,
  
  ******* Click

  
  

  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 received a cpap machine on August 29, 2024 as a monthly rental. Per notes the rental was discussed prior to delivery. Apria is billing insurance at a national retail rate however the monthly cost is $46.14 with a total purchase price of $461.40. Your insurance covers claims at 100% but your deductible applied for the new year, and you were billed $46.14 for January 29, 2025. Your rental will be completed May 29, 2025 provided there is no break/change in service and or insurance.
  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: 03/16/2025

  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. 
  
  This complaint was concerning my husband **** *********** purchase, .
  

  We pay our bills on time. You can check our credit info if needed. We do NOT neglect our financial responsibilities, ever! 

  However, Apria has NOT upheld their responsibilities as a service/product supplier.

  As stated before, we will not be satisfied until we receive detailed purchase contract/purchase documentation and detailed invoices for everything since day one of our interaction with Apria, including something that clearly indicates the cpap unit we received was a Rental.

  Apria has NEVER provided us with any documentation concerning this purchase/rental. All we ever received from Apria was users manuals that shipped with the cpap unit. Now suddenly Apria expects us to just take them at their word via these BBB messages that we own them money. Any responsible business should not be hiding purchase and invoicing  documentation from it's customers.  They SHOULD be providing detailed purchase and invoice information to it's customers even if those invoices are being paid by insurance instead of customers.  

  APRIA HAS NEVER PROVIDED US WITH ANY DOCUMENTATION AT ALL!!!!!!! Please send us DETAILED hard copy documentation via **** for the original purchase/payment and ALL subsequent invoicing/billing interactions between Apria and our insurance.

   We are NOT paying a single ***** to Apria until Apria provides us with complete and detailed invoicing and contractual documentation. 

  
  Regards,
  
  ******* Click
  

  
  

  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 Apria bills based on the contracted rate and that rate is listed on the explanation
  of benefits (EOB) you should be receiving from your insurance when a claim is paid by your insurance. Apria did
  not bill your insurance above the contracted rate as you stated in your original Better Business Bureau complaint.
  The provider must include the national retail price, and the contracted rate set forth by your insurance on the
  claim. Currently your insurances contracted rate is $46.14 per month and rents for 10 months for a total purchase
  price of $461.40. Based on the review we did see where a representative from your local office spoke with the
  patient on 8.28.24 and they discussed the members insurance coverage and sent our Sales, Service and Rental
  Agreement (SSRA) to be signed, the **** clearly states the equipment is a rental and listed as the first item on
  the SSRA. The rental equipment was shipped on 8.28.24 and at that time your insurance paid Aprias claims for
  August to December 2024 at 100%, when there is not a patient balance a billing statement is not sent. The
  deductible started over on 1.1.2025 and our claims for January & February have been applied to the annual
  deductible, leaving a current balance of *****. We will prepare an itemized statement and mail that along with
  copies of the receipt of payment received from insurance, copies of the statements and the signed ****. ****
  as well as any contractual information you will need to refer to your insurance. Please allow 5-7 business days to
  prepare the itemized statement and have all documents 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: 03/31/2025

  Please add to the resolution that I just today received the information packet with all past/missing contractual and invoicing information.  So I am satisfied with their response, however, I strongly suggest they modify their business practices to no longer withhold contractual and billing/invoicing information from customers regardless of how money is owed by the customer vs what is being billed directly to insurance. With all the fraud occurring against the medical insurance industry, Apria should be striving to as transparent as possible with their customers. All documentation was being withheld from us simply because we'd already met our yearly out of pocket limit.  So our insurance was being be billed for products/services without our knowledge and this seems to be a vary UN-transparent practice and can lead a customer to suspect fraud!

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service 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.

  Apria keeps sending me bills EVERY SINGLE MONTH (today is 1/28/2025), even though they have originally claimed that I was supposed to pay for the machine until October last year. They claimed that due to recent insurance changes I must pay extra few months. I have been told MULTIPLE TIMES by multiple representatives that after last month, no more bills. Yet here I am receiving another bill. I have ALREADY OVERPAID for the machine and will be getting lawyers involved. I want them to cancel all future bills and leave me ALONE.

  Business Response

  Date: 03/04/2025

  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 rental equipment billed for 10 months is based on the contract set forth by your insurance, the rental started on 4.29.24 and ended on 1.29.25. We did not find any comments stating you were told the insurance rented for 4 months and then the rental stops in October. Your payment was received and applied to your account on ******* to dates of service 12.29.24 & 1.29.25. On 2.20.25 the rental equipment was converted to sale and now belongs to you. Your account reflects a zero balance currently with no other equipment renting or open invoices. We have also placed your account on a permanent call removal.
  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:02/27/2025

  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.

  In August 2023 I started with a new **** company that is with my ****************** After the first invoice I paid my copay and then the insurance reversed payment as there was a billing error. Since that time there have been 4 other Cpap orders and the billing department at Apria is not using the correct codes and my ***************** denies the claims. I have called my insurance and the claims would be paid if the billing errors are corrected. ***************** says someone from Apria claims needs to contact them to correct the issues if they want the claims paid. I have called Apria every month when I received their bill. It sounds like their billing department is in another country and I cannot get results. These are claims from August 2023, March 2024, June 2024, and September 2024. When talking the Apria billing I get the same answer every month saying they will fix it and every time they resubmit the same way and they tell me they cannot call my insurance. I have asked 3 different months for a supervisor and there is never one available. Today 2/27/25 I called again and requested a supervisor and once again none were available. They say they will do an expedited review and fix the problem. This issue has been expedited several times and no result. Tried calling the local office in ********** today and they cannot do anything and said I had to call billing. I called the main Apria number and explained the issue and she said she would get someone to help me and put me back to the same billing department. Called again to the ***************** and was on hold for 19 minutes and got disconnected. This has been going on over 17 MONTHS. I have called repeatedly and no result from them.

  Business Response

  Date: 03/03/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that all open invoices dated 3.25.24, 6.25.24, & 9.25.24 have all been adjusted. The account currently has a zero balance and we do sincerely apologize for 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: 03/03/2025

  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.   They have fixed the invoice billing issues with insurance and account balance is zero.  Thank you for your help.
  
  
  

  Regards,

  **** ******

• Initial Complaint

  Date:02/26/2025

  Type:Billing 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.

  This is similar to many other complaints about Apria. Apria sent me items I did NOT order, and they have continually billed me for those items. I will not pay for something I did not order! I have talked to their accounts payable office twice already about this issue, but Apria continues to bill me. I, also, notified them in writing of the issue, with NO response. They now threaten to send me to a collection agency. Outrageous!

  Business Response

  Date: 03/04/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that Aprias resupply team emailed you to advise you that they have sent a return label for the ******* supplies you received, and they are adjusting the open invoice(s) for the ******* date of service and that they have removed you from the auto shipping program. Please disregard any statements you may receive that may include the ******* date of service. We do sincerely apologize for the frustration this may have 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: 03/07/2025

  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. 

  Unfortueneatlly, this only partially resolves the issue.  I am being billed $462, whereas it appears this will only reduce the charges by $198 as far as I can see. Is that correct?  What are the rest of the charges for??  The last two times I talked to your billing representatives, they stated that they would email me an itemized statement of ALL of the charges.  Neither representative emailed me anything.  Please provide an itemized statement of the charges.  This issue would have been resolved months ago if Apria **** would have sent the statements.

  As of today, I have not received a return label as you have stated.  I'm willing to resolve this issue with you, but will NOT pay for items I do not owe just because you billed me for them.

  
  
  Regards,
  
  ******* *******

  
  

  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 the balances for the unwanted January supplies ($264.01) have been adjusted off your account, leaving a balance due of $198.46 for the October 21, 2024, supply order.
  On October 21st, you called in to the resupply department and requested supplies. Your insurance processed the claim and applied the charges -towards your annual deductible, making you responsible for the $198.46 balance. A breakdown of these charges is being mailed to you and can verify with your Explanation of Benefits from your insurance. Your online statement will generate on the 21st and will reflect your corrected balance due ($198.46).
  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: 03/22/2025

  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 did not order $198 worth of items.  You agreed to send me an itemized list of charges for my review, and as of today (March 22nd), I still have NOT received anything. Please do what you say you are going to do, and send me the itemized copy of the charges for my review.  This is the second time you mentioned that you were going to send me something, and nothing happens. Two of your billing representatives had also told me that they would send an itemized copy of charges months ago, and they never did.  Why the delay??
  
  Regards,
  
  ******* *******
  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that an itemized breakdown of your charges was mailed on 3/17/2025 to your billing address on file. Another copy was mailed on 3/28/2025 as well to make sure that you receive the itemized breakdown.
  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

  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 paid the $198.46 even though I believe I put some money down in payment when I placed the October order.  You never mentioned any payment by me. By the way, the prices for these items is outrageous.  

   

  Anyways, this can now be closed
  
  

  Regards,

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

• Initial Complaint

  Date:02/26/2025

  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.

  November 25th I had a deduction from my checking account. I was not asked about this, nor did I authorize this. I called Apria and was told I was on an "auto ship", which I never authorized.I spoke with someone who sent me the Return *************** label. The materials were received by Apri on approx December 9th. To date I have I have not received the refund I was promised. I called someone in billing and wasted a good 30 minutes. Since then, I have sent about 5 emails to billing and have has zero response. I am getting ready to file a formal complaint

  Business Response

  Date: 03/11/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you were enrolled in auto shipping of supplies in error November 8, 2024. An order was shipped November 22, 2024, in which your card was charged $67.12. A return was processed and $35.62 was reversed but reapplied to cpap rental months November 22, 2024 $13.39, December 22, 2024 $13.39 and January 22, 2025 $8.84. However, $31.50 was omitted in the payment reversal and has been reversed to refund. We do apologize for the inconvenience as our goal is to ensure customer satisfaction as well as accurate billing.
  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:02/25/2025

  Type:Customer Service 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 had issues with billing my insurance. I have spent over 8 hours trying to resolve this. On 1-7-2025 I was Given Customer satisfaction number ************ and spoke person ***** Aldamar I asked to speak to a manager multiple times He said they would stop billing collection and reversing all charges. Per ***** 1-7-2025 ref number to the call is "saldamar"Still getting a bill for $47.91

  Business Response

  Date: 02/28/2025

  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 balance in collections has been recalled as it was sent in error. Please allow the collection agency 30 days to remove the balance and to notify the credit bureau of the error and for them to update the credit report if reported. Please disregard any calls or statements you may receive during this time. The current open balance of 7.47 we have sent a request to the ****** to review the secondary payor and to why payment has not been received. We do sincerely apologize for the error that occurred and the frustration it may have 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

• Initial Complaint

  Date:02/24/2025

  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.

  Never received a bill from them. They said because I had Medi-*** it was sent to them. Since no payment was received it was sent to collections. For 5 dollars when they never billed me they sent it to collections where it was 20 dollars. This place is an absolute scam!!!!! Creative ways to steal from seniors.

  Business Response

  Date: 03/11/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed We apologize for the inconvenience you experienced. Your account was reviewed, and we found a coaching opportunity that was completed to ensure this does not happen again, the agent stated the amount was in collections when it was not. The account did not have Medi-*** attached properly but has since been corrected. We will be refunding the $5.20 paid for the Transport Chair co-pay & no further charges will be initiated. The transport chair was returned on 2/28/25. Apria agent spoke to your son as well to confirm on 3/6/25. Thank you and please reach out if 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

• Initial Complaint

  Date:02/24/2025

  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.

  On December 27, 2024, I received a letter from Apria stating that I needed to return my medical equipment. That same day, I submitted a return request through their website and received an email confirming that they would send me an empty box with a *** label and return instructions. I never received the empty box. On January 9, 2025, I received a letter from Apria saying I still hadn't returned the equipment, despite the fact that I had already submitted a return request. I submitted another return request the following day, only to receive the same email confirmation of an empty box being sent to me. When nothing arrived, I called customer service on January 23, 2025, and was assured that someone would come to pick up the equipment. On January 28, 2025, I received a call from the driver letting me know he was on his way, and the equipment was picked up that same evening. Thankfully I have video proof. On February 24, 2025, I received a text from ****, a debt collection agency, regarding my Apria account. I immediately called Aprias customer service, where I was informed that my account had been sent to collections on February 9, 2025 7 business days after the equipment had been picked up. They confirmed that the last correspondence they sent me was on January 9, 2025, making it clear that they did not attempt to collect the debt before sending it to collections.This is a clear violation of both the *** ***** and the federal Fair Debt Collection Practices Act 15 USC 1692. Not only was I not notified as required by law, but Apria sent my account to collections while they were already in possession of the equipment. This feels like predatory behavior and is completely unethical.I have also filed a complaint with the *************************. I always keep a paper trail, but many others who may not be as meticulous will run into the issue of not having proof of return. Apria needs to be held accountable for these illegal and frustrating practices.

  Business Response

  Date: 03/11/2025

  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 have reviewed this concern
  and found the Branch missed tagging your breast pump as returned in error, this has been addressed & coached to
  prevent further issues for others as well. The convert-to sale amount has been reversed and collection removal
  approved. The equipment has been marked as returned under your account and no further bills or communications
  should occur. Our agent spoke to you on 3/4 to review our findings, apologize for your experience, and explain
  our resolution steps. If you have any further questions, please feel free to contact us. 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
  

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is partially satisfactory to me. 
  
  While the company admitted to making mistakes, they are acting as if a single phone call resolved everything. My time was wasted, and my credit report was nearly damaged, all because they failed to follow the law. I agree to close this case with the BBB, as the *************************** has now accepted my complaint and taken action. Predatory companies must be held accountable, and with the **** help, thats exactly what I intend to do.
  

  Regards,

  ***** ***

• Initial Complaint

  Date:02/21/2025

  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.

  i received a letter from Apria Healthcare stating that they sent a bill to ARSTRAT collection. This was sent to them because of them bring out equipment to my house and they were supposed to wipe out old data and reset it with the resent mico soft installer to the trilogy machine. when they sent it to the insurance company it was denied because the machine was not read right ( again it was not up dated). And it has went to the credit bureaus. i called several times and they still want to charge me for there mistake.

  Business Response

  Date: 03/03/2025

  representative has confirmed that the rental equipment required an update to be done and once it was completed the data showed compliance. Due to this we have recalled the balance from collections, please allow the collection agency 30 days to remove and notify the ************* to update the credit report if reported. Please disregard any calls or statements during this time frame from the collection agency. We do sincerely apologize for the frustration this may have 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