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

945 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/11/2025
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,
***** *****
Initial Complaint
Date:02/07/2025
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.
After getting a **** machine this company tried charging me monthly for it even though it was covered under my insurance. I finally got that settle and hadn't seen a single bill from Apria for almost a year and suddenly I received one for $13 and some change. There is no reason I should have a any bill from them. I called to ask what it was far since there were no line items describing the charge. They couldn't tell me what the bill was for. I said, I will not pay this bill unless you tell me why I am receiving it. They said they would call back. Two months later, today, I just received a collections noticed in the mail for the bill to Apria that they have no idea what its for or why I received it. Thank you for s******* my credit Apria. You screwed up everything else in the process of me getting this CPAP machine, might as well s**** up my financial well being over 13 bucks that you don't know why you charged me for. This company is a fraud that skims off the top of insurance money while providing no real benefit whatsoever and should cease to exist.
Business Response
Date: 02/12/2025
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 your insurance was verified the coverage is as follows 80/20 with a 250 deductible and 1250 out of pocket. We did see where when the claims were billed and paid by your insurance there was typically coinsurance due. The amount sent to collections is for the rental equipment and the insurance paid $11.90 leaving $13.69 as your coinsurance. Due to the age of the claim we cannot see as to why this open balance did not generate a statement until December of 2024, so due to the delay we have recalled the balance from collections please allow 30 days for the collection agency to remove and to notify the credit bureau to update the credit report if reported.
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
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:02/06/2025
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.
Apria billed me without my permission by enrolling me without my permission into auto shipments of **** supplies. Then they have the nerve to tell me they will not credit my account until I mail back to them the parts that I didn't even order in the 1st place. They tell me they will email a return label in "7-10 business days". Absolutely ridiculous. I believe this company is not trust worthy and I have no gurantee that they will credit my account for the bill they sent me. I demand that they credit me for the supplies that I did not order.
Business Response
Date: 02/07/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that as of 02/06/25 you were removed from our auto shipment program. Additionally, your order was submitted for a full return and adjustment.

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:02/05/2025
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.
DATE: 12/24/24 & 01/01/25 Amount paid: for transaction 12/24/24 $19.50, for transaction 01/01/25 $28.44 Apria Health provides medical CPAP supplies. I ended my relationship with them in September 2024 due to excessive errors in them sending the incorrect supplies on 5+ occasion so I switched my services to Lincare.Apria was paid by my ************************ (************* Plans) for both sets of supplies per the contract rate between my Insurance and Apria. I returned the the supplies from 08/24/24 and never received the supplies Apria said they sent 10/01/24. Then Apria charged my credit card for the supplies AFTER ************ had paid them per their contract rate. I have tried to resolve this with Apria and my ******************** ****************. The $19.50 has been resolved but neither Apria or **************** will dismiss the $28.44 even after I provided my EOBs, return receipt, etc. I would like my card cleared of all charges totaling $47.94
Business Response
Date: 02/10/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that we have reversed the payments received by your insurance for both 8.24.24 & 10.1.24 dates of service, we have adjusted the open invoices and initiated refunds to both the insurance and you. ***** allow 7-10 business days for the refund to be approved and for the refund to be credited back to your credit card in the amount of $28.44. Your account has zero balance, and all invoices are closed. We do sincerely apologize for 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
Customer Answer
Date: 02/11/2025
I have checked my account as of today, 02/11/25, and it is still showing that it is not resolved and the $28.44 is still do. I want to wait until I see my account balance Zero as Apria states before I accept the reply as they have said charges in the past were removed and weren't. I am also waiting to hear from my ***************** *** Health Plans as well.
**** Blood
Customer Answer
Date: 02/11/2025
Here is the proof that they have not zeroed out my account as of 02/11/25 like they have said. Because I have had issues with them in the past not doing what they say, I want to wait until my account is Zero per their response to you, BBB, and I get an answer from my ***************** *** Health Plans.

**** Blood
************
Customer Answer
Date: 02/16/2025
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 have checked my credit card statement and my account balance is now Zero

Regards,
**** Blood
Initial Complaint
Date:02/04/2025
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 11/20/23 I paid Apria with check #****, $108.28. The check stating that the payment to them was paid in full was mailed to them and cleared by ********** on 11/24/23. I have a copy of the returned check stating as much. Apria has put me into collections for this amount with Arstrat. I tried to explain to Arstrat that the bill had been paid with no resolution. Today, I spent over an hour trying to talk to Apria , but they wouldnt answer the phone and kept me on their message service with ********* do I get this cleaned up? I will send a copy of the canceled check when necessary.
Business Response
Date: 02/07/2025
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 payment was received and was posted to the account however it does not appear that when the payment posted that the representative cleared the balance in collections. We have recalled the balance from collections as of 2.7.25, please allow the collection agency 30 days to remove and to notify the credit bureau to update the credit report if reported. 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
Initial Complaint
Date:02/03/2025
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 use Apria Healthcare for my CPAP machine and supplies. I switched insurances last year (2024) and informed Apria. However, they only billed my new insurance for **** supplies and billed my old insurance (2023, NOT ACTIVE) for the machine. I have been on numerous phone calls with them trying to straighten this out to no avail. I have had numerous 3-way phone calls with them and my old insurance company and I have had the insurance company reach out directly. Nothing has EVER worked. I have called the customer service department to complain and left voicemails with both the ** and the department with NO response. I have now been sent to collections for bills I was never properly educated on. I am currently finding out that they billed my insurance for SOME of the charges but did not inform me and sent me to collections anyway. I have asked how these bills fall under the no surprises act when they billed incorrectly for MONTHS and have yet to understand how this is my fault. Apria has the WORST and MOST INCOMPETENT billing department I have ever had the displeasure of working with.
Business Response
Date: 02/05/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that your insurance changed on 1.1.2024 and once we started receiving denials from your previous insurance that it had termed, Apria made several attempts in April & May to obtain the new insurance information, and we did not hear from you until 7.11.24 when you received a bill. Though the balance in collections is valid we have as a courtesy recalled the balance, please allow 30 days for the collection agency to remove and they will update the credit bureau if reported. The account has current balance of zero and the correct insurance has been added to the two open invoices.

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:02/03/2025
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.
A Rollator device was delivered from Apria Healthcare January *******. On set-up of the equipment I noticed parts missing. I was never sent high adjustments k**** That should have been included in my shipment. For that reason, I can't use the Rollator device and my insurance has been charged for this device. Also ********************** is trying to collect payment for this Rollator. I have attached a copy of the receipt. I owe them nothing. The device was paid in full.
Business Response
Date: 02/05/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that your daughter spoke with someone from your local office who advised her to where she could locate the k**** you needed. The insurance has not made payment on the claim as of 2.5.25 as the claim was just sent on 1.28.25 to your insurance, currently you have a zero balance for the equipment you received.

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: 02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
******** Waitheboodoo
Initial Complaint
Date:01/30/2025
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 had prior business with Apria. However, from 7-12 of 2024, I was involved in a billing dispute for which I placed a complaint through the BBB (********) on November 15, 2024. At that point, I explained in writing that I was paying my corrected bill and was severing my relationship with Apria and they needed to desist from contacting me.On 1/ 5/25, I received an automated message about an "auto refill". I called as soon as possible that day and left a message stating they needed to cancel that unauthorized autofill order. I followed up the next day, spoke with a ***resentative, and explained once again that the order needed to be canceled. The ***resentative stated it was canceled,On 1/29/25, a package was left on my doorstep by an unknown carrier from Apria Healthcare. I immediately called and spoke with multiple ***resentatives from both their offshore and stateside call centers explaining the situation and stating they needed to pick up the unauthorized order I also explained they had submitted a fraudulent and unethical claim to my insurance since I already had another medical supply provider. I spoke with multiple ***** including a local one stating they would call me back because she would speak with her manager since drivers would be in my area and never called me back.The last *** I spoke to stated they would order a pickup. She did not, and this company expected me to drop off a package I did not authorize or order and they only provided until 2/7/25 to drop off.I called my insurance company and they placed an internal complaint against Apria. They also called Apria and first, they stated they would not arrange a pick-up for their package, and that I needed to drop it off. The next person she spoke with called ****, stated they would arrange a pickup which would take up to 48 hours. They also lied about that. I have several disabilities, which is why I requested they pick up the package but they have refused to order a pick up for their package.
Business Response
Date: 02/07/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you requested the supplies to be picked up on 01/31. This action was completed, and *** was advised on 02/04/25 of the need for pickup. The pickup instructions were emailed to you and per the return tracking number, I show the package was picked up on 02/06/25 with a delivery date back to the warehouse for 02/11/2025.

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:01/30/2025
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.
in July 2024 i ordered supplies for my CPAP on Apria online. the parts that I needed were listed on the website with cryptic numbers and no description. After receiving them, I noticed they were not the parts I use. DateTimeCalling NumberDialed Number ************:12:20720267593118884927742 Called Apria four weeks later and they said I was too late to return. However the representative approved a "one time exception" with her supervisor after putting me on hold for several minutes. She returned and said they would credit the items sent also be sending me the correct part free of charge.2 weeks later I received a bill for both the new mask and the old parts I can't use for $202.57.I called several times after this trying asking to either honor the credit or accept the equipment back because I can't use it. Apria customer service is a complete nightmare.DateTimeCalling umberDialed Number ************:41:14720267593518004928901 ************:48:42720267593518668384762 ************:18:04720267593518665056365 ************:07:51720267593518668384762
Business Response
Date: 02/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that After reviewing the account, charges are correct. The amount of $202.57 is copay for the August order & October order. The incorrect mask/headgear that was sent in October was billed, but the replacement was sent no charge. The billing codes are the same for incorrect and correct mask. The agents who gave incorrect information have been coached. On 2/7/25, we attempted to call both phone numbers on account and left voicemail to explain further. We apologize for this 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

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Apria is NOT a BBB Accredited Business.