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.
366 complaints closed in the last 12 months.

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

Initial Complaint
Date:01/22/2025
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 acquired an CPAP machine last year and Apria was the provider of the sleep aid service based on my ***************** After about 8 month, I call them for a 6 month CPAP supply. I told them I do not want to sign up for automatic subscription of supply, and ensured by them that it would just be a one time purchase. However, 3 month later I start to receive automatic shipment of supply from them. When confronted them about this, they promised that I would be taken off the automatic subscription only to receive another shipment of supply 3 month later. Each time they ship the supply, they would submit to my health insurance without my consent and keep on charging me. They also makes it very hard to see payment history so it is difficult to understand what I have been charged for. My most recent bill was Jan 20th 2025 and this charge is again without my consent.
Business Response
Date: 01/24/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you have been removed from our auto-shipment program. Additionally, we have submitted a request for the December order to be adjusted.

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:01/21/2025
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.
They have been sending me supplies with the "automatic send" feature they have EVEN AFTER I have called them last year and DISABLED that feature. Now they are saying the equipment they sent me last time is beyond 30 days and they are NOT taking it back and refunding my money. I called them again today they say that they have DISABLED now again and when asked for a confirmation email they are unable to send that. I am very afraid that they will SEND ME AGAIN and won't rest until my HSA account is fully drained. When I asked them to CLOSE my account they are unable to help me with that either.This is what I want:- I want them to take back the unused equipment I have with me in unopened cardboard boxes THE LAST TWO TIMES they have send and refund my money back to my HSA account.- CLOSE MY ACCOUNT with ***** COMPLETELY and send me in WRITING and IN PRINTED letter form that my account is completely closed and I have nothing to do with Apria in future.Thank you BBB!!!
Business Response
Date: 01/27/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that your account has been closed. You have been removed from our auto ship program as well as removed from all call lists or mailing programs moving forward. Our lists for both calling and sending mail are pulled 30 days in advance so please know that you may receive an auto call or mailing within the next 30 days however, after that you should no longer receive them. No additional supplies will be sent out though.

We have also submitted a request for a full adjustment and return of the supplies from your last two work orders. You shouldve received an email with return instructions.

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:01/21/2025
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.
We have been in an ongoing billing dispute with Apria Healthcare since October 2024. In December 2023, we utilized their services and they submitted a claim to our insurance company, ******************. Apria is a contracted provider with ******************. Our insurance processed the claim and assessed zero patient responsibility. Despite this, Apria has twice charged us $176.40 for the claim, and twice refunded it after many phone calls. Apria is now trying to bill us once again for the same $176.40. We contacted Apria's billing department again and they refused to cancel the charge, saying they needed us to have our insurance contact them to resolve the issue first. We had our insurance company contact Apria during one of the prior disputes, which resulted in one of the refunds. We also confirmed with our insurance company that we still owe nothing on this claim and that Apria had never submitted a corrected claim or a request to reprocess the claim (although Apria's billing department has repeatedly told us they did submit this). Apria refused to cancel the illegal, unauthorized charge unless we once again had our insurance company contact them to resolve the issue. Apria's issue is with our insurance company (if anyone) and not with us, yet Apria is trying to extort us to either pay them what they think our insurance should pay (which is illegal and in violation of Apria's contact with BCBS of Texas), or to spend even more time and effort trying to convince our insurance company they should pay more.Apria has behaved unethically and illegally and is still refusing to correct this behavior or to comply with their contract with **** of Texas or with applicable law prohibiting them from billing us for amounts we plainly do not owe. If they charge our credit card again, they will also be in violation of the strict laws regulating credit card payments.
Business Response
Date: 01/27/2025
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 paid .10 of the invoice for $176.50, there is an ongoing issue with the payor/insurance short paying the claims that are submitted. When our system receives a denial or partial payment it will automatically reclass the balance back to the insured, we did appeal the insurance company to no avail. We have reclassed the balance back to the insurance due to the short payment, leaving your account with a current zero balance and have removed your credit card from being used for future charges. Apria will continue to work with your insurance to obtain the balance owed for the claim for date of service 12.4.23.

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: 01/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
**** *********
Initial Complaint
Date:01/20/2025
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 continues to send me bills and harass me via phone for equipment I have not had since 2023. In Nov of 2023 I spoke with someone to advise that the oxygen machine I had was no longer working and that I was also moving out of state. I let them know I would not be there to meet with anyone because my move was the next day. I was advised to leave the unusable equipment in front of my front door and that someone was going to pick it up. I did this and assumed it was picked up, as I moved to ******* the next day from ********. 10 mos later they sent me a bill saying it was for my monthly rental fee. I explained to the *** the situation and that I no longer had the machine. They told me they would work with their local branch and take care if the situation. This has not been done and I have been being called and harassed for the past 6 mos. No one is listening or doing thier job at this company. I need this bill to go away and I need to stop being harassed about it as I do not have this machine.
Business Response
Date: 01/22/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the oxygen equipment has been removed from the account and is no longer renting to the patient. We will submit a request for adjustment of charges currently on the account. We 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: 01/26/2025
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: 02/24/2025
Company advised that they would adjust the bill but I now receive another bill. When I called they advised it was for Sep- Oct 2024 when i did not have the machine. Again the machine was returned in November 2023 when I left ********. I should not have a bill at all. When I called to explain this once again I was hung up on twice by the support reps.
Customer Answer
Date: 03/06/2025
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
After filing my last BBB claim Apria continues to try to collect from me for a machine I have not had since November 2023. The new bill attached shows they are trying to collect for September-October of 2024. Again this machine was returned November of 2023 when I moved to ******* from ********. I continued to get calls from the collection group and when I called and ask for a manager I am hung up on and treated poorly. I want this fixed now as it is not ok to harasse me after being told this would be handled and taken care of. I want this balance removed completely.

Regards,

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

Business Response
Date: 03/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that there is a balance of $560.36 for dates August 25, 2024 through October 25, 2024. A request to adjust all billing after return of equipment November of 2023 was made, however invoices were adjusted after November 2024 which did not include the open balance. We have adjusted all invoices with no open balance and apologize for any inconvenience.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 03/13/2025
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:01/19/2025
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 ordered some simple cpap supplies, and they ended up sending me way more than I ordered. Original order was in July, unsure of the date because I don't have a e-mail statement about it, they billed me on 8/9 for $74.77 for the copay, then on 10/9 I received another bill for *****. Had to call and they insisted it was just missed payments from the insurance. I got my insurance company involved and found what happened was they took my order, inflated it, then instead of billing it as a single order like it was and should have been, they split it up into multiple months to we guess get more money from the insurance? Issue is that them doing this this way forced me to pay multiple copays instead of the one. This was discussed on a 3 way recorded call between Apria, my insurance company, and myself where I was told if I pay it we would be squared up and I would owe nothing else. I wanted this because I was honestly done with them, and I removed my credit card from their site after paying this last time. A month later I saw another charge on my bank for the exact amount of *****. I called, they acted like the previous calls meant nothing, but after informing them it was recorded I was cleared up and was never to be charged again, they insisted they could refund me, but it would take a few weeks to even try to issue a refund because despite it being posted and gone through on my bank, they couldn't see it on their end, and they couldn't explain how they were able to get my credit card details after it was removed. THEY even sent me a e-mail stating i was owed the refund. It was very fishy sounding so I got my bank involved in which they did a chargeback and blacklisted their company from being able to charge my credit card again. I won the charge back, got my money back, now 2 months later I get yet another paper bill from them since i assume they couldn't charge my card, for ***** with the reasoning "Misapplied payment".
Business Response
Date: 01/23/2025
Thank you for taking the time to bring your concerns to our attention.Upon reviewing your account, the billing representative has confirmed that we have adjusted off the balance of $***** and closed the open invoice for date of service 6.22.24, leaving the account with a zero balance. Our records indicate that a refund was approved and processed for ***** on 11.29.24. We 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:01/18/2025
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.
I am very frustrated with Apria Healthcare. I have been charged for items at 50% copay when it should be only 20%. After calling the billing department several times, I still have not been helped. I dont know what I am paying for and my credit card is being deducted automatically without my knowledge or consent. I have received only one invoice for $96.08 although the description for each charge is identical, so I dont really know what Im paying for. I am completely in the dark and this is unacceptable. I imagine that I am due a refund of some sort, but nobody at this company understands or is trying to help me. I just do not have time or the patience to deal with these people. ******** customer service! And the **** sound like robots and are useless.
Business Response
Date: 01/24/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that Apria did not bill you at 50% coinsurance we billed at 20% but the insurance issued partial payments towards our claims. We have reclassed the balance back to the insurance and will resubmit in hopes of collecting the remaining balance.Currently your account has zero balance and once your payment is posted to your account, we will request a refund, typically payments can take anywhere from 7-10 business days to post to your account. If your insurance denies our claims this time you will need to contact your 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: 01/26/2025
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.

May I please get your phone number so we can discuss further? Aprias billing system is extremely confusing.. The only invoice I have received does not breakdown what the charges are for. It simply lists CPA//***** supplies so I dont know what parts I am paying for. leaving me in the dark.

Regards,

******* *****
Business Response
Date: 02/03/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that we spoke with the patient on 1.31.25, we discussed the account, we are preparing an itemized statement that will be mailed to her home address, the refund from overpayments made and shipping the mask that was not sent. We also gave her a point of contact to assist her if she were to have issues in the future.

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: 02/03/2025
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.

Regards,
******* *****
Customer Answer
Date: 05/13/2025
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.]
In January 2025, I filed a BBB complaint #******** against Apria, Soon after, I spoke with an Apria *** who credited me back $352.29 and said I do not owe anything else. Today I received an invoice from Apria for the same amount, $352.29. I called Apria and they said it was my portion of the bill and I need to pay it. I am beyond frustrated with Apria and was given incorrect information or was lied to by the ***.
Desired Resolution:
Billing Adjustment

Regards,

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

Business Response
Date: 05/20/2025
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 insurance did not pay the claims for the 12/28/2024 date of service at the correct allowed pricing, Apria has sent an appeal to your insurance. Please allow at least 30 days for them to review our claim, you should receive an explanation of benefits from your insurance once reviewed. We show the insurance should be covering 80% not 50% and currently you have a zero balance on the account. Due to the refund being processed in January we do not have access to why you received the refund other than the money that was in your account was shown as credit and was refunded. We do sincerely apologize for the error and the frustration it has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 05/20/2025
Better Business Bureau:

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

The reason you see a zero balance is because I paid the bill while you were investigating to avoid being reported to collections. I would like a final resolution before closing out this case. Thank you.

Regards,

******* *****
Business Response
Date: 05/30/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that claims for December 28, 2024 are being appealed with insurance as it was processed incorrectly and the balance of $352.29 was removed. We received payment of $352.29 from you which went in an over payment and is being refunded. We believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 05/30/2025
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:01/17/2025
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.
Apria Healthcare refuse to approve my medical supplies for my CPAP machine. as a senior, I have sat back many of times being very patient while Apria healthcare did me dirty and did me wrong giving me runaround every single time I have called on several occasions to try to resolve the issue and still, I had no success and no resolution. The address of the Apria healthcare LLC is located at ***************************************. The **** supply team that number is1-877-265-2426.
Business Response
Date: 01/21/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that your account has now been qualified based on ******** guidelines. Your order for your CPAP mask frame and 5 additional cushions has processed to shipping as of 01/20/2025. We apologize for any stress this has caused.

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

Sincerely,

Apria Healthcare LLC
Initial Complaint
Date:01/16/2025
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 called Apria to have my C-PAP machine replaced because it is not working. They informed me that I need to have my Physician send a prescription stating that the machine is broken beyond repair. (I'm not sure how my Physician would know this, since I don't live with him.) Due to the Holidays, I was unable to get the prescription until January 4th sent over to Apria. I have been calling and trying to get the new machine shipped since January 4th. I have been on hold for at least 45 minutes for each phone call placed (5-6 calls in the last week,) One representative stated that I had a $28 balance that has gone to collections and they cannot ship the order until that balance is resolved. I spoke with the billing department and they were billing the wrong insurance company. I provided them with the correct insurance (noting that the bill was from January 2024) and the remainder of the charges for 2024 were not an issue. They assured me that the bill will marked paid and I would be able to order the machine that day. When I called to place the order the representative stated that the balance was still showing up on my account and call back the next day. It is one week later, I have been on the phone with customer service for the last 40 minutes. When the call was answered I explained the situation and the representative put me on hold and then I was transferred to the billing department. I have now been without a C-PAP machine for almost 3 weeks. This is a remarkably terrible way to run a health care business.
Business Response
Date: 01/22/2025
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 did not obtain new insurance information until 1.19.2024 when you were called from Apria and new insurance information was requested to ship your supplies. Your rental equipment had already been billed on 1.18.24 causing a denial from the previous insurance. As a courtesy we have recalled the balance from collections and notified your local office so they can provide you with the new equipment. Please allow the collection agency 30 days to remove and notify the credit bureau if reported.

The General Manager has prioritized your order and will ship your replacement C-PAP machine immediately.

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:01/15/2025
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.
Paid a statement on 01/6/25 with NO ITEMIZATION. Just a blank statement. All I want is an itemized receipt for my payment to send to my FSA: DATE OF PAYMENT, SERVICES RENDERED, ETC. Every business on the globe can do this. Their website shows I have paid but they refuse to supply a receipt. Apria has repeatedly stalled and refused to furnish an acceptable proof of payment. The money has been paid in full from my bank and the representatives tell me that it will take several weeks for A RECEIPT!!! I'm not asking for my money back, ALL I AM ASKING FOR IS PROOF OF PAYMENT. This is the most incompetent billing ***** in the entire healthcare industry.
Business Response
Date: 01/17/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that your payment posted to your account on ******* for supplies received for date of service 5.4.24. As the documentation you provided states, please allow 5-7 days, that is business days as payments do not process holidays & weekends. Apria provides services for hundreds of insurances and medical groups so we do apologize that our statements are not detailed enough to provide to your FSA, we will prepare the itemized statement and mail to the address we have on file, please allow us 3-5 days to prepare and have it mailed.

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

Sincerely,

Apria Healthcare LLC
Initial Complaint
Date:01/14/2025
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.
Late July 2023 my husband broke his ankle and had surgery. We rented a wheelchair to help him get around. We returned it October 6th 2023. They will not stop charging me for the wheel chair and have sent bills to collection. They only started sending the bills around July 2024. I have talked with the manager here in ***** and she reassured me she would take care of it. Now I am being charged even more per month for it and set more to collection. Now what do I do?
Business Response
Date: 01/20/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the rental equipment was returned on 10.6.2023. Due to an error the equipment continued to rent, and the insurance was billed. We have reversed payments received from the insurance as well as a payment received from the patient. We have recalled the balance from collections, adjusted the open invoices and initiated a refund to the patient as well as the insurance. Please allow the collection agency up to 30 days for them to remove the balance and to notify the credit bureau to update the credit report if reported. The refund back to the patient is $5.24 and it has been approved. Please allow 7-10 business days to receive as a check will be mailed to the address we have on file. 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

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