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:01/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order ********** with Apria Direct for a RedMed AirFit P10 Nasal Pillow Mask with Headgear Fit Pack. It is kit number ***** for $105 that contains Items:***** Pillow SML ***** Pillow Med ***** Pillow LGE ***** Headgear All I received was items ***** and *****. I did not open this box right away because I misplaced it in my house. Their return policy is 30 days. I received it in June and opened it in December. They are denying my claim because it is outside the 30 day window. But they charged me for something I did not receive. All I want it the remaining items not shipped: ***** and ***** or a billing adjustment. To me this is fraud and does not apply to the return window. I have contacted them several times via email and tried to escalate to no avail. This is unacceptable.
Business Response
Date: 01/23/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed the full order was provided at shipment as the manufacturer (ResMed) packages all items included in SKU ***** in one heat sealed package. A call was placed to the consumer to confirm this, based on the image provided by the customer, but no answer or return call has occurred at the time of this response.

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: 02/06/2025
Hello, I just now saw the company's response. They did not call me or leave me a message. The package I received was not complete as I provided in my original complaint. I never would have gone to these extreme measures to file a complaint with you if it was. I paid $105 for a complete kit and only received 2 nose pieces worth maybe $10. I am not satisfied and this is not resolved.

very kind regards,
*****
Customer Answer
Date: 02/14/2025
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.]
They did not call me or leave me a message. The package I received was not complete as I provided in my original complaint. I never would have gone to these extreme measures to file a complaint with you if it was. I paid $105 for a complete kit and only received 2 nose pieces worth maybe $10. I am not satisfied and this is not resolved.

Regards,

***** *****

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 attempts to contact were made Monday, January 20th and Wednesday, January 22nd.
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: 03/04/2025
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 business is not telling the truth.
They did not call me or leave me a message. The package I received was not complete as I provided in my original complaint. I never would have gone to these extreme measures to file a complaint with you if it was. I paid $105 for a complete kit and only received 2 nose pieces worth maybe $10. I am not satisfied and this is not resolved.
Regards,

***** *****
Initial Complaint
Date:01/14/2025
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.
This is new information for complaint I filed on 1/12/2025 against Apria Healthcare. It can be treated as a new complaint. Follow Up: 1/13/2025 I called HMAA (my primary insurer) & confirmed Apria only billed them once (7/15/2024 for $1,545.40) & it was denied because Apria must submit date CPAP was given to patient & a prior auth for items more than $500. Apria hasn't followed-up. Claim was for **** supplies & included, among other items, two mask/head sets. **** agreed I can email them my copy of invoice showing date I received CPAP & said they'd try to use this though Apria is supposed to submit it. **** said they are willing to accept a retroactive auth request but refused my offer to help. HMAA stated Apria must submit the retroactive authorization with correct billing codes. Also, that Apria can call HMAA if they need guidance how to resubmit claims. I explained if Apria submits claims to ****, then submits any balance to my secondary insurer (HMSA) with proof what was paid by ****, then secondary insurance will pay balance. I owe zero copay. Shared I submitted complaint with ***************************** been frustrating calling Apria (for years about various issues) & getting wrong information. **** told me they've had complaints from others about Apria. On 1/13/2025 I emailed HMAA original invoice for CPAP. MY COMPLAINT: APRIA ON 1/10/2025 BILLED ME $1,684.17 & HAS SENT $641.57 TO COLLECTIONS (ARSTRAT). I owe nothing & this will damage my credit history. APRIA HAS MISMANAGED CLAIMS & IS FALSELY TRYING TO CHARGE ME. Updates: I learned I dont have to return CPAP. On 1/13/2025 I received email reply from Apria, "ownership of the equipment has been transferred to the patient and does not need to be returned". Also, 1/13/2025 I mailed response to ARstrat repeating that I dispute the ******** attached supporting documents. Note: When I edited original complaint, attachments may have been lost. Here are old & new supporting documents.
Business Response
Date: 01/22/2025
Thank you for taking the time to bring your concerns to our attention.Upon reviewing your account, the billing representative has confirmed that Apria failed to obtain authorization. Your insurance requires authorization for any items over $500.00 and Apria failed to obtain, due to this error we have recalled the balance from collections and adjusted the current balance on the account. Please allow the collection agency 30 days to remove the balance and to notify the ************* to update the credit report if reported. Once the balance from collections is removed your account will have a zero balance. We have emailed our resupply team to cancel all calls regarding supplies and added a permanent call removal attribute on your account. We will mail a letter to the address we have on file for your record stating the actions taken on your account. We do sincerely apologize for the errors that occurred on your account.

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: 01/23/2025
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. However, I'd like Apria to be aware:
*Proof of DME - Apria must provide HMAA proof I received CPAP unit before **** will pay claim. I tried to submit invoice but HMAA may still be waiting for Apria to provide documentation as it is their responsibility.
*Incorrect Claims Filing - Apria's response fails to mention whether they will take action to correctly bill my TWO insurance plans. After a retroactive auth is filed with HMAA, Apria must still bill my secondary plan (HMSA). HMSA rejected previous claims because Apria did not provide documentation of how much my primary plan (HMAA) had paid. My doctors, pharmacy and lab have had no problems correctly filing claims with my two plans.
I hope Apria will look at all issues that resulted in claims processing issues. If they do, I believe Apria will collect all payment due for CPAP supplies. I will owe nothing.
The Better Business Bureau has helped me greatly by providing an easy to use web site, clear explanations, timely updates and most of all, a resolution of (I hope all) my issues with Apria Healthcare.
Thank you very much

Regards,
***** ********
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.
I have been waiting on my wheelchair, my ******, and my new CPAP machine. The ****** and wheelchair were orders since 1/1/2025 and the **** was ordered one 1/6/2025. Apria processed my order and Ive received a conformation email but no deliver has been made for almost 2 weeks. ****** to purchase used equipment from Offer-Up just to be able to move around. My current CPAP machine which is owned by APRIA has been recalled and Ive reached out to APRIA on 1/6/2025 to get a replacement CPAP. They agreed to send it the following day and it never arrived. This medical supply company is very irresponsible with delivering much needed medical equipment to patients. I am surprised they are still in business. This is my first complaint and I will attempt to contact corporate to make an official complaint with them next.
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 commode order was received 12/31/24 from ******, Air Pressure Pad order was received 1/1/25 from ****** & Wheelchair Cushion received 1/6/25 from ******. No orders have been received for ****** or wheelchair to date from ******. We require the order/authorization from ****** before scheduling delivery. We processed and delivered wheelchair & ****** after escalation from patient,which is outside of our policy, but we wanted to help get equipment out to patient. We have requested order/authorization from ****** so we can bill insurance for the ****** & wheelchair. The **** order was not sent to Apria from ****** until 1/16/25. The order is pending currently due to missing information from ****** regarding mask type. Once this information is obtained,the order will be processed & we will reach out to schedule shipment.

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:01/13/2025
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.
After having pneumonia in the hospital, I needed oxygen when I got home. The hospital got the oxygen through Apria Healthcare. On 9/27/24 I authorized them to make a one-time charge on my card for $42.21, what my insurance didn't cover. Then on 10/2/24 Apria automatically took another $28.16 without my authorization. I called them on 10/4/24 telling them they charged me without my consent and asked for my money back. They said it would be returned within 10 days. Called again on 10/28/24, told once again it would be sent in 10 days. Called again on 11/18/24 and was told it would be sent in 10 days. Called again on 12/10/24 and was told that they would need to look into it, but that they would only refund me $26.82 - not the full $28.16 that they over charged me. At this time, I am tired of calling them and would like my money refunded.
Business Response
Date: 01/15/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that as of 1.14.2025 the refund in the amount of $28.16 has been initiated and approved. Please allow 7-10 business days to be delivered, a check will be sent to the address we have on file. While reviewing your account we found that a refund was initiated but not completed by customer service, 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: 01/15/2025
May I keep this open and respond once the refund does arrive? I am not confident it will arrive as this is the exact same promise I have been given multiple times before. See original complaint
Customer Answer
Date: 01/25/2025
It has been over ten days and I have not received the refund.
Initial Complaint
Date:01/12/2025
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.
APRIA is not clear on billing when issuing a rental. The communication is terrible. The third party ****** and Apria make you go on phone call circles taking hours with no resolution. They bill after a full month so you have no idea what they are going to charge. I was deceived at every interaction, told insurance would cover it all.When I received the prescription, it was near a month before it was ready to pickup at the doctors office. I had no idea Apria would be using a third party ******. There was plenty of time to run the insurace and be exact in what the billing would be. I dont even know how long the "Rental" would take before it was paid off.1) *** that gave me the device verbally told me that insurance was covering the unit. I remember specifically discussing this. I would not have taken the device if it was not ********** I was advised I could call within the first ~4 weeks if I had any issue. I did. I was never told of a charge for any items from those phone calls. Not asked for payment. Again, I thought I was in the window of insurance covering my needs. I specifically asked if the items were covered under insurance, and was told they were. I knew what I wanted and it was available via a popular home delivery retailer with two day delivery. But I decided to wait for the item.I can provide more details but it would take too long. They shipped the wrong item and deceptively oversold, then charged again for the replacement of wrong item.3) Once I received an invoice from the third party ******, I promptly called Apria and the Third Party, each one saying to call the other, or the representative saying they didn't have the information. I asked and no one knew the rental duration. Once I got a hold of the Jacksonville Apria branch, I promptly returned ALL of the items.4) I purchased an identical system from an online retailer for 43% of the cost if calculated at 10 months. Other reviews here used 10 months so I did too, to calc.
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 contract between Apria and Care Centrix (CCX)/ FL **************** Blue Shield, prevents Apria from discussing billing amounts directly with the patients and members of this plan. Per the contract, Apria is required to refer any questions pertaining to amounts due under the members plan directly to Care *******. For the record, Apria does not use a third party ******, the third party ****** is Care Centrix, which is associated with ********** Blue Shield. The patient was told by an Apria representative on August 13, 2024 to reach out to Care ******* for billing questions and this representative provided the patient with the phone number for Care Centrix. The amounts due of covered items is negotiated between Apria and the insurance company, they are not set by Apria alone.
The patient was given another mask on August 19, 2024 as a courtesy, and was not billed for this item. The item was at no charge, therefore the patient nor the insurance company was billed.

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:01/11/2025
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.
My Apria Account # ********** - "Phone number associated with account" ************ // Started ResMed 10 CPAP with supplies via Apria in 2019. From 2019 thru midyear 2024 Apria shipped supplies correctly: // Every 6 Months: Humidifier (Tank) - Heated tube - Headgear - Nasal pillows - Filters - Nasal application. // Every 3 Months: Heated tube - Filters - Nasal pillows - Nasal application. // US-based support ************ or ************, but almost never needed it // July 2024 I started on ResMed 11. Apria supplies on Every 3 Months schedule came in September but not Heated tube. Called 877 number and reached representatives I could barely understand, but was able to decipher "We're not sending Tube now it's coming in October." Tube never came so in November the local Apria office gave me what was the un-sent Tube from September // Next supplies from Apria on Every 6 Months schedule were to come in December. After September short-send I called Apria in November and they assured me everything would come out correctly in December. It did not. Apria now shorted me TWO items in December: Humidifier (Tank) and Headgear. Since even pre-calling didn't work, I emailed ******************************* ************************************************ ******************************************* asking for help. One address never responded; two replied with 'not our job.' Didn't offer to forward to the right place, just "call the 877 number" // Looked up Apria on your BBB site and found an HQ number **************. Left voicemail weeks ago and no one has called. On BBB site saw Ms. **** **********, Compliance Manager, and ************* VP Compliance. No contact info so tried to connect on ******** to maybe message them there. No response from them either // "Amount paid" below: Cigna pays Apria HUNDREDS of dollars for every shipment.
Customer Answer
Date: 01/15/2025
Received a call from Apria, but it is from the same toll-free line I've spoken with 4x in the last few months that has not helped or resolved anything, with no name to reference. I want a named person at Apria to respond in writing to verify that this is being resolved. I see you are also waiting for a response, so hopefully Apria will respond.
Business Response
Date: 01/16/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that one of our Sleep Escalation Specialists has made 3 separate attempts to discuss your concerns further and unfortunately, we were not able to make contact. Additionally, we have sent an email listing our call back information to discuss further if you wish to do so.

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: 01/17/2025
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Apria called us twice in a 48-hour period. Apria has not sent us anything in writing. We had to rush to **** to be with our daughter who is likely having to make a decision to put her 4-year-old dog (!) to sleep due to an unknown condition after we helped her pay for an emergency surgery two days ago. We are in the parking lot as they are inside speaking with the doctors. Apria voicemails said to call the toll-free numbers the sane ones weve been calling over a six-month period that have continued to do nothing to resolve the situation. THIS IS NOT CUSTOMERS FAULT. This is *********************** fault. Apria needs to respond IN WRITING as it falsely claims it has done to assure us it will make full correct shipments. It can email to ********************* and ********************** And when we are through this sad situation with our daughter and her beloved 4-year-old golden doodle we will call Apria.

Regards,

**** *******

Business Response
Date: 01/17/2025
Thank you for taking the time to bring your concerns to our attention. An email has been sent to your Yahoo address (on 1/16/25 at 4:59 pm) from ***************************************** We are not trying to place blame; we would like to address your concerns. The phone number in the email will allow you to speak with someone who can assist you. ******** called again today but the call was rejected. Please ask for ******** when you call as she is familiar with your concerns. We are unable to assist you with your concerns until you are able to call. We are very sorry to hear about your daughters dog. We are all animal lovers and sympathize.

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: 01/22/2025
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
[a] Someone named ******** advised me to call the toll-free number and "ask for her." As she should full well know, the system leaves no way to do that and when I called in I was speaking with yet another agent who is clearly overseas. That person said she was sorry, she had no way to connect me with ********. [b] I finally reached our local office, they looked at the records, managed to find ******** somewhere in an Apria office. She was busy but they took my number and said she would call me back. [c] If ******** were to miss me at my phone and tell me to call a toll-free number again, then it is all clearly a dodge with no intent to help. [d] My local office said some insurance companies won't cover all the supplies anymore, so I will also check with *****. It seems unlikely that all of a sudden Cigna would simply short me 1 supply (a tube) on my September shipment and 3 supplies (tube-tank-headgear) on my December shipment; but even if it had, it would seem like Apria would let me know that. [e] Bigger picture, it makes one wonder if Apria has decided it just doesn't want me as a customer anymore? If that's what it is, when I call Cigna in a few minutes I can ask them which other suppliers we can find. All I want is to get my supplies, and I don't know why Apria decided after 5.5 years to do this to me.
Regards,

**** *******

Business Response
Date: 01/24/2025
We spoke with the patient on 1/23 to resolve his issue. I explained the reason the items didn't go out was because he was not eligible at the time his SOS was sent. As a courtesy I did send the items at no charge as a courtesy. I was under the impression the issue was resolved.
Customer Answer
Date: 01/27/2025
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 finally spoke with the person who had contacted me and she resolved the issue. Thank you to the BBB for helping with this. It would not have happened without you.

Regards,
**** *******
Initial Complaint
Date:01/10/2025
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.
They won't cancel a rental without doctor and are threatening to keep billing me. They came to get equipment but wanted a signature refusing medical care. Which has nothing to do with why I want to cancel service. They can't or won't explain billing.
Business Response
Date: 01/15/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that your insurance covers 80% of the contracted rate of the rental equipment you are receiving, your plan does not have an annual deductible and a ******* out of pocket, once that is met the insurance would cover at 100%. The equipment per month at ***** per month leaving your 20% coinsurance of ***** per month. In July of 2024 there was a change in the equipment that we rented to you and your coinsurance went from ***** per month to ***** per month. Based on the equipment you have in your possession we are required to have an Against Medical Advice (***) signed if your physician does not provide your provider with a discontinue order. The equipment is in pick up status and no longer creating any new revenue, payment has been received for your current balance of *****, that payment was received on 1.10.25 and can take up to 7-10 days to process and be applied to your account.

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:01/10/2025
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.
August, 2024 my doctor suggested a ****. This company tried to call me but I was out of town. They took it upon themselves to ship a box of equipment to me. It was on my step when I got home. I wanted to know costs to me before I approved this service. I called them and found out my costs and I couldn't afford at the time. I never opened or used any of the equipment. I offered to send it back or drop it off but they were insistent on picking it up to get my signature. They charged ******** who paid them. They are billing me $113.20 for nothing. I did some research and see this is common for Apria and they've been sued for billing for services unrendered. I notified ******** who agreed with me and they called Apria on my behalf. Apria has ignored my concern. I never approved of this equipment or service beforehand. I still have to send appeal to ******** for their payment submitted to Apria. What an unethical and sneaky way to do business.
Business Response
Date: 01/14/2025
Thank you for taking the time to bring your concerns to our attention. Upon reviewing your account, the general manager confirmed that the branch tried to call the customer on 8/2/24, 8/5/24 and 8/6/24 leaving messages all three times to return call regarding C-PAP order. On 8/6/24 a message was left stated that PAP machine will be shipped out if no response was received. We did not receive a return call from the customer. Also, we left a message on 8/16/24 informing the patient of machine being shipped on 8/11/24, if there are any questions or concerns, call the branch back. No return call from customer happened. Customer called the branch on 8/25/24 stating they did not want the machine, so branch picked machine up at customers residents the next day on 8/26/24. The general manager tried calling the customer on 1/13/25 leaving two messages to call me back to discuss this issue. The patient has not returned our call.

Based on the comments from the general manager many attempts were made in regard to the equipment order, it being shipped and to resolve the issue,the general manager has agreed as a courtesy to adjust the balance and refund the insurance. Please allow our billing team 30 days to process the adjustment and refund to 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: 01/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
****** *******
Initial Complaint
Date:01/09/2025
Type:Sales and Advertising 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 provides cpap supplies and payments are due for these supplies but this also goes through insurance. This issue has been going on since I have had the. They do not provide clear explanation of benefits and supplies many times dont cont or are not the correct supplies. They recently sent a bill I didn't receive proper notification on to collections after I had called them advising the bill though noted for February was not received until September and due to the amount would need time and the bill was still referred to collections and made a ding on my credit score that I feel is incorrect. Apria also continues to charge me for services and products from February and may even though I paid them in full as of early December and my bill at that time was paid to zero they are now asking for additional funds. I feel the company continues to charge me and when calling them they aren't able to properly explain additional charges after the account was fully paid. I want better business bureau to review the discrepancy and ensure that no further payments are due to this company and that the payments made to them have been accurate and I haven't overpaid as I feel I have paid far more for supplies I haven't actually received. In addition I escalated to apria yesterday and was promised a call back today before 730 am my time and this was done done. I had to call in and they apologized j wasn't contacted as the previous representative was not able to properly explain why I still receive new charges for may after paying in full.
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 general manager confirmed that you signed up to receive electronic statements to the email address you provided Apria. Apria has emailed statements every month, and statements generate on the 31st of the month (30th on months with only 30 days). Prior to the payment made on 11/27/2024, the last payment Apria received was posted to your account on 10/17/2023.
We did not receive any communication concerning the balance until you reached out by email which was responded to on 11/8/2024. Apria attempted to contact you on 7/25/2024 to discuss the balance and the call was answered and immediately disconnected. Apria also attempted to reach you on 8/1/2024 concerning resolving the balance to process your next supply shipment. Again, we received no response, and your account was removed from the auto ship program.
The last order that billed to your account was for supplies dated 5/16/2024. Also, we have no communication regarding incorrect supplies being received. All billing for supplies can be compared to the Explanation of Benefits received from your insurance, as prices are determined by the contract with 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: 01/17/2025
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:01/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had ordered a C Pap machine to rent. I changed my mind a week later and tried to call to return the machine. I called several times or a 2 or 3 week per1od and could only leave a voice mail. Never could talk to a live person. The machine was finally picked up over 3 weeks after I ordered it. I never used the machine and never even took it out of its box although I did open the box. They are charging me for the monthly rent although I had tried to have it returned long before they should have charged me for the rent. Today I found out that they charged me $48. 12 for something they call current balance although its a new charge they added to the origional charge for a total of $120.69.Think its rediculous that I'm STILL being carged for a returned machine.
Business Response
Date: 01/16/2025
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that any pending balance/ charges were adjusted off your account and no additional charges should appear going forward.

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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