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

  1160 S Creasy Ln La Fayette, IN 47905-4959

• 

  Apria

  1714 N 5th St Terre Haute, IN 47804-4011

• 

  Apria

  125 John Roberts Rd, Ste 19A South Portland, ME 04106

• 

  Apria

  100 Dowd Rd Bangor, ME 04401

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:02/18/2025

  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 December 2024 I was sent a notice for payment of $886.16 dollars for a CPAP machine that was sent to me from Apria Healthcare. I called to find out why because I had been calling to explain my situation and have it documented and was given an extension to comply by one of their representatives. The calls were documented but billing never bothered to look at the record, so they sent the account to collections. There were lots of phone calls in-between. I was finally able to speak to a supervisor, *** ********, who wrote a letter outlining what the resolution would be. Soon after I received a copy of our conversation and what would happen. I then received a collection notice. I sent a copy of ***** letter to them (State Collections). They told me they placed the account on hold and were waiting for a response from Apria. This was on February 4, 2025. I immediately called Apria to find out the status and ask what was taking so long. They told me they don't communicate with the A&R ***** who handles these claims. Again, lots of phone calls in-between. Today 2-18-25, called State collections and they told me it was still on hold. Called Apria again and they told me that they are still waiting for their A&R ***** to get back to them and could not give me an *** on when this issue would be resolved. I also told them I had called to have something documented in my account regarding an upcoming surgery and asked if it was there because I didn't want to be sent to collections for non-compliance again. It has been a ridiculous experience trying to deal with this company. They refuse to let you speak with a supervisor when you call or they place you on hold constantly. It takes no less than 1 hour to get anywhere with them. They're customer service is non existent! You can never reach the person you spoke to. They have a million phone #s and there is NEVER anybody by the name you took down at that number. It's a game of cat and mouse.

  Customer Answer

  Date: 03/05/2025

  I've attached the correct documents for my complaint.  I don't know how my auto insurance information got sent, but hopefully the correct documents are now attached

  Business Response

  Date: 03/05/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that based on your insurance requirements you were not compliant with usage, again this is one of the requirements set forth by your insurance. **************** and branch employees cannot offer an extension as the insurance requires as this must be done within the first 90 days of receiving the equipment then a follow-up appointment with your physician is required to continue the billing for the remainder of the rental period. On 12.9.24 Apria mailed you a letter advising you that we cannot bill for the rental equipment and that you can return the equipment if you do not return then you can be charged for the equipment, we did not receive the equipment back and Apria billed for the equipment minus the payments already received. If you return the equipment to Apria, then we will recall the balance from collections, if you choose to keep the balance remains. If you choose to you can requalify for the equipment which is restarting the process over and again that is based on the insurances requirements not the provider(s).
  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: 03/05/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is not satisfactory to me, but I will return the equipment.  I was never notified that their customer service people did not have the authority to make these decisions.  Perhaps they should advise their people of this. This is the worst company I have ever dealt with.  No wonder they rate a 1.5 by their customers. I will call the company and arrange a pick up since I wont waste my gas driving to their company.

  
  
  

  Regards,

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

• Initial Complaint

  Date:02/17/2025

  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.

  I received my sleep apnea machine in 2023. When time came to order my supplies. I never received them and was told that I needed proof of usage. Which I provided with a letter from my orthopedic surgeon as I had surgery on my shoulder and was unable to use my machine as often because of them surgery. This evidence is on your system between you and the doctor. I provided the evidence and every document you needed. You guys still did not provide me with my supplies. Then I spoke to ******** and they told me the hold up is not on their end its on your END. Then I spoke to Apria again telling me that I needed a sleep study proof from 2018 which I provided and I ordered the supplies again and was rejected again saying thats not the problem. I have provided all the proof that has been asked by me. This is ridiculous, as this is my health and I am unable to use my machine correctly because of it. This is a liability for your company if anything was to happen to me. As I have provided proof from my doctors and all the evidence that you guys required and Im still not getting my supplies and your employees still dont understand what is wrong. All this has been documented as my wife has called many times. If this is issue is not resolved I will take matters further legally. ALL I NEED IS PT/10 LARGE MASK + PILLOW! AND IT HAS BEEN ALMOST TWO YEARS BACK AND FORTH TRYING TO GET REPLACEMENTS!!!! Nobody from your company seems like they know what they are doing and have come to my wits end with this as I have provided everything that you guys requested and more!!

  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 general manager confirmed that the original 90-day compliance period outlined in Medicares coverage guidelines was not met. ********* coverage determination guidelines do not provide exceptions to meeting compliance and it must be met for ongoing coverage of the unit as well as the resupply items you are requesting. Currently, we have been unable to bill your insurance for coverage of the unit or supplies since 1/30/2024. ********* guidelines do, however, offer a resolution for their members who are unable to meet their initial compliance period. They require that their members be seen by their treating physician through an in-person office visit to address the cause of the failed compliance period as well as completing a new Sleep Study in a lab-based setting.
  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:02/17/2025

  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.

  My co-payment is $76.30 on the invoice they provided. and Apria Healthcare is not transparent with their billing invoices. I was overcharged $48.74. Apria collected $125.04 from my credit card. Apria Healthcare needs to refund the amount they overcharged and provide proper and transparent invoices.

  Business Response

  Date: 02/25/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that We apologize for the confusion and inconvenience with this billing concern. After reviewing the phone call to go over your copay, the amount $125.04 was given to the copay. The amount was paid, and a copy of the sale service and rental agreement were sent. The agent failed to send the second copy that includes the supply costs, the agent has been coached. We reached out to discuss further on 2/21/25 and left a message. Please call us if you have any further questions or concerns. 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: 02/26/2025

  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 received any invoice with any corrected information. The process Apria uses to invoice is illegal and fraudulent. Not one email have I received for clarification please refund the difference. Your billing method needs to be corrected.
  
  Regards,
  
  ****** ********

  
  

  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 the inconvenience you experienced. We called on 2/21 to apologize and let know we have provided coaching to our agent, so this does not occur again and to send the 2nd invoice and stay on the line to confirm received, message was left and no call back yet. We received this 2nd complaint and attempted to call again on 3/4 and left another message. Please return our call and we will address the issue. 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:02/17/2025

  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 company has tried to extort my credit card information and are withholding my medical equipment. If you use medically necessary equipment from a medical equipment company (Apria) they cannot legally withhold the equipment if the patient refuses to provide credit card information. Apria has been withholding my CpAP equipment for years because I refuse to give them my card information. Read below:NY General Business Law (GBL) 519-a prohibits hospitals and healthcare providers from (1) requiring credit card pre-authorization and (2) requiring that a credit card be kept on file prior to providing emergency or medically necessary medical services to the patient.Oct 18, 2024 GBL 519-as requirements apply to emergency and medically necessary services. The statute does not define medically necessary, although the phrase could be read broadly to encompass any service that is not solely for a patients convenience or for a cosmetic, experimental, or investigational purpose, or is not reimbursable by insurance. Like PHL 18-c, the statute does not define health care providers, although it can be read to apply to professionals, professional practices, and hospitals.GBL 519-a also requires hospitals and healthcare providers to notify all patients about the risks of paying for medical services with a credit card. Such notification must highlight the fact that by using a credit card to pay for medical services, the patient is foregoing state and federal protections regarding medical debt. The law gives *** the authority and sole discretion to set requirements for the contents of such notices; DOH has not issued any such requirements or further guidance as of the date of this alert.

  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 general manager confirmed that the supply order containing tubing, disposable filters, nasal pillow mask system and additional pillows processed to ship on 02/19/25. The remainder of the supplies; chamber, reusable filter and headgear processed and shipped on 02/20/25. Both packages are shown as delivered.
  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:02/14/2025

  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.

  I have been fighting with Apria for a couple of years now about the required authorization (required by *********** so that ********** will pay my claims for **** supplies. After months of back and forth and numerous calls, the claims through February of 2024 were finally paid. Now I have 4 new claims throughout 2024 and they have yet to send the authorization to ********** so that ********** will pay the claims. Each episode of phone calling takes greater than 2 hours where sometime people hang up on me, I have to call ********** to join the call or I have to have ********** call them. In the end, they ultimately agree to send in the authorization to ********** but then, never do. I called again today after being assured in December that they would send in the authorization. The first ****** I spoke with put me on hold for about 15 minutes and then hung up on me. The second ****** took forever to finally say that the claims were "in progress". I immediately called ********** and asked them to call Apria as they still don't have the authorizations for the 2024 claims. I have absolutely no faith that Apria will finally do what they need to do. I had to beg for supplies in December 2024 and don't want to find myself in that same position again in a few weeks when I need new supplies.

  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 general manager confirmed that you have a balance of $437.81 for supplies received August 31, 2024 and December 27, 2024. Your primary insurance applied deductible and did not pay and ********** denied for documentation. An authorization was not requested as ********** is in the secondary role, however we have removed the balance from you and sent a request to our claims department to have authorization obtained. You also have collections of $46.64 for August 28, 2023 in which your secondary has paid claim in full, therefore we have recalled collections and requested refund of $24.31 paid on claim. Currently there is no balance due, and we believe all appropriate steps have been taken to resolve this matter.
  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:02/13/2025

  Type:Order 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.

  My insurance, United Healthcare (UHC), and I have been paying for a wheelchair since 07/26/24 when I was released from the hospital after a leg amputation. *** was cancelled on 11/30/24 due to job loss, but the payments were made through the end of the year. Apria billing **** began harassing us claiming we had not paid which prompted my wife to go to the local ********, ** branch with all of the paperwork. She presented copies of all statements along with all payment receipts/confirmation numbers and still got nowhere. My wife has been trying since 01/06/25 to get a payoff for the chair so we can own it free and clear. She has gone to the local ********, ** office as well as called 3 separate times without success. My co-pay was always $5.14/month until the latest statement which was $69.96. The total paid so far is well over $200.00. The company has this chair listed on their website for $172.00. The statements don't show any kind of balance. We want to know where we stand with this account, but nobody seems interested in giving us that information. We feel like we're not only being ignored, but taken advantage of as well. We need a resolution to this issue.

  Business Response

  Date: 02/20/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that after speaking with the patients spouse we have converted the rental equipment to sale which now belongs to the patient, we adjusted the December & ******* dates of service and will refund the patient the $69.96 that was paid in error once payment post to the account. The spouse was advised of the difference between Apria and Apria Direct as Apria Direct does not bill insurance and that is why pricing is different than that of Apria as we bill based on the contracted rate set forth by the individual insurances. We did apologize to the spouse for the issues she has endured from our customer service representatives.
  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: 02/21/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. The resolution was discussed, but has not been implemented yet.  The billing cycles on 02/23/2023 so. we hope to have the results shortly.
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/13/2025

  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.

  Attached EOB, Apria owes me money.I've spent 3/4 of a day, called 7 diff #'s only to get billing from the Phillipines who cannot help **** want a US billing person, who actually has authority to help me to call me:************ **********************

  Business Response

  Date: 02/20/2025

  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 explanation of benefits (EOB) you provided is for date of service 8.28.2024 and it only represented the supplies received and did not include the monthly rental equipment that was also received on 8.28.2024. As shown on the *** the insureds responsibility was $51.75 plus $8.19 for the 1st month rental equals $59.94. The contracted rate for the rental equipment was at that time $40.94, your insurance paid $32.75 and patient responsibility was $8.19. There is no overcharging on Aprias behalf. We will prepare an itemized statement starting on 8.28.2024 (the date when you initially received equipment) to present day. Please allow 5-7 days for the itemized statement to be prepared and mailed to the address we have on file.
  We do apologize for the issues you may have had with customer service 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: 02/21/2025

  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. 
  

  They cannot change a charge to fit their narrative.   The charge was submitted correctly the 1st time, this is unheard of.  There are other charges that are incorrect,  and I still need to speak to an American in billing with authority. 
  Regards,
  
  **** ****

  
  

  Business Response

  Date: 03/03/2025

  Thank you for taking the time to bring your concerns to our attention. Upon reviewing your account, the billing representative has confirmed that Apria billed the rental equipment correctly, we have sent copies of the explanation of benefits (EOBs) to your home address. Please refer to **** and the itemized statement to we mailed to you, it will show it aligns with the payments received by your insurance & your coinsurance due. Apria did not change the amount billed, your insurance changed the contracted rate from $40.94 to $30.71, which also decreased the coinsurance amount you would owe from $8.19 to $6.14 per month during the rental period. If you have questions regarding your insurance allowable, we suggest you contact your insurance for assistance. We did attempt to contact you on 2.28.25 at 2:36 and a voicemail was left, if you are still in need of assistance the representative left contact information.
  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:02/12/2025

  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.

  For my **** supplies order of 17-Oct-2024 with Apria Healthcare, I had requested my insurance be contacted for the out-of-pocket payments for me. I was not able to pay for the complete supplies and just needed 1-2 supply items. I was told insurance was contacted and it was 100% covered and they sent me a complete set of supplies. I got a bill of $233.89 after 1 month that insurance has declined 100% coverage, and I have to make the payment. I did not need all the supplies provided and was billed after 1 month when these supplies cannot be returned. For the last 3 months, I have been provided with various lies from customer service and billing department to waive the complete fees and in one case process the late returns. But both commitments were not met, and now I am asked to pay the billing amount with a threat to file delinquency for the payment for which I had specifically requested that I could not afford and for the supplies I do not need. I have spent tens of hours on call with the customer service representatives to resolve the issue and have not received any positive response. Please check on the issue and how it can be resolved. Thanks, ******* *******

  Customer Answer

  Date: 02/13/2025

  Hi BBB Team, 

  Please close this request complaint #******** as it has been resolved positively by Apria.

  Thanks,

  Abhijit

   

   

  Business Response

  Date: 02/18/2025

  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 adjusted the invoice for date of service 10.17.24 in the amount of $233.89. Per comments we found that you were to be notified of any cost, and you clearly were not notified so due to this reason we again adjusted the invoice, this leaves your account with a current balance of $143.44 and that is for coinsurance for the rental equipment. Please be aware that just as our customer service representatives should be advising you of your insurance benefits you as the insured should be aware of any deductibles and coinsurance you may be responsible for. We do sincerely apologize for the error that occurred and the frustration it 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:02/11/2025

  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.

  I USED THIS COMPANIES PRODUCT ONE MONTH AND RETURNED IT TO THE STORE ON ****, *************, **. since THEN WE HAVE PAID THE TWO HUMDRED DOLLARS BILL AND THEY STILL KEEP SENDING ME BILLS AND THREATENING TO GO TO COLLECTIONS. You CAN SEE BY THE CASHED CHECK THAT THEY DID INDEED RECEIVE THIS CHECK..and cashed it. It was a direct bill pay from our bank. On top of all of that they allowed a data breach and now we have to deal with that as well. We have called multiple times and they have not been helpful. Actually the opposite. I just got of the phone with a "****** # ********." He was no help. Kept putting me on hold and would not escalate the call. I asked over 5 times to escalate to a supervisor. Never spoke with one. This predatory behavior is unacceptable. We have paid these people and they need to leave us ALONE!!!!!!! They are not acting in good faith. Attached you will see all the paperwork and cashed check for their product.

  Business Response

  Date: 02/18/2025

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative confirmed that the check that was received did not have the account information for the patient named in this complaint, the check states to please post to account: N/A, since no patient info was on the check the payment was applied to the spouses account. There was no balance on the spouses account, so the spouse was refunded in the amount of ****** on 10.29.2024 and the check was cashed on 11.13.2024 by the spouse. Apria has a copy of the check that was issued, signed and cashed by the spouse. Due to this the balance on the account of ****** is valid and will not be adjusted or removed from collections.
  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: 02/18/2025

  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. 
  
  We paid you the money. What you did with it is not my concern. We received a bill and we paid it. That should be the end of discussion. What you did on your end in your accounting books is on you. You are not acting in good faith.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:02/09/2025

  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 has sent me a bills on 12/1/24 $28.80, 1/1/25 $28.80 and 2/1/25 $86.40 for a **** device. ********************** account number is **********. On **/**/**, I spoke with my health care insurance Health Net who indicated they were never billed by Apria for the **** device for supplies. Health Net indicated this was covered 100% by my insurance. Both Health Net and I called Apria the same day 12/16/24 to notify them. After getting another bill in January I called Apria on 1/8/25 who stated my co-insurance would cover 50% but I told them I do not have a co-insurance only Health Net. It is covered 100% and to **************** I realized I wasn't getting an explanation of benefits regarding this **** device so I called Health Net again on 1/17/25. Health Net stated this was strange in that they have never been billed by Apria. Health Net put me on hold and called Apria and asked them to *************** and to escalate the matter. Health Net indicated again this was very strange and felt Apria was making up numbers. Reference # I151395769. I have yet to receive an explanation of benefits just another bill from Apria.

  Business Response

  Date: 02/12/2025

  Thank you for taking the time to bring your concerns to our attention. Upon reviewing your account, the billing representative has confirmed that the corrected coinsurance has been corrected to reflect 100% and we have initiated the adjustment for the coinsurance in the amount of $86.40. Please disregard any statements or calls you may receive while the adjustment processes as this can take up to 30 days to complete. The billing should be correct going forward and claims will be sent to your insurance. The rental equipment is rented for 13 months and then will be long to you. We do sincerely apologize for the error 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: 02/12/2025

  Thank you for handling this so quickly.  If I chose to accept Apria's current response and they do not follow through, can I reach back out to you regarding this complaint?  

  Customer Answer

  Date: 02/19/2025

  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,

  ***** *****

  Customer Answer

  Date: 03/10/2025

  Good afternoon,

  I received another bill from Apria.  It indicates there was a revenue adjustment for November, December and January but they are billing me $28.20 for February.  This service is all covered by insurance but Apria has yet to bill them.  

  Customer Answer

  Date: 03/10/2025

  Good afternoon,

  I received another bill from Apria.  It indicates there was a revenue adjustment for November, December and January but they are billing me $28.20 for February.  This service is all covered by insurance but Apria has yet to bill them.

   

   

   

  Customer Answer

  Date: 04/14/2025

  Good afternoon,

  I continue to receive a bill from Apria requesting $28.80 and my insurance has not yet been billed.  

  Customer Answer

  Date: 04/15/2025

  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.]

  Good afternoon,

  I continue to receive a bill from Apria requesting $28.80 and my insurance has not yet been billed.  

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

  
  

  Business Response

  Date: 04/17/2025

  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 we received the original complaint, we had the correct payor added to the account, equipment and open invoices. However, in error the February invoice was not adjusted, we have adjusted the invoice the correct payor is attached, and the billing should be correct going forward. The account currently has a zero balance and we do sincerely apologize for the error that occurred.
  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 find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** *****