Complaints

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

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• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  100 Dowd Rd Bangor, ME 04401

• 

  Apria

  37 Commerce Ave Ste 2 South Burlington, VT 05403

• 

  Apria

  5 Westchester Plz Ste 135 Elmsford, NY 10523

• 

  Apria

  1074 Pulaski St Ste 1 Flanders, NY 11901

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:01/08/2025

  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.

  Why are they contacting me 2 years later about a manual I never got for a wheelchair??

  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 authorization on wheelchair had ended which prompted communication. We received a backdated reauthorization for the wheelchair & backdated charges. The processing agent did not adjust the account correctly; however, this was caught & the account was updated. Billing has been contacted to adjust account to zero. We apologize for this inconvenience. If any further issues, please feel free to reach out.
  
  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: 01/25/2025

  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,

  **** Marazuela

• Initial Complaint

  Date:01/07/2025

  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.

  Tried to e-mail/call company to try to have bill removed. Did not use CPAP machine at all and returned machine. Only the word "Adjustments" showed up on my statement without any explanation whatsoever of why I was being charged more and more every month. I would like my bill of $710.78 to be removed. I shouldn't be charged for just not using this machine. I tried to call and email, but to no response at all from company.

  Business Response

  Date: 01/08/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that you received the rental equipment on 3.8.24 and returned on 12.9.24 back to your local office. Apria bills based on possession of the equipment not the usage of the equipment. Based on our records Apria representatives attempted to reach you regarding the lack of usage of the rental equipment and not being compliant based on the insurance requirements, these calls are documented from 3. ***** to 5.10.24 no response to our calls and a letter was sent on 5.29.24. Your insurance requires compliance to obtain authorization without authorization your insurance will not pay claims if submitted. Per our records we did receive a call from you on 11.7.24 stating you would be returning the rental equipment and customer service gave you the address to your local office, when the equipment was not returned a letter was mailed on 11.25.24 requesting the equipment be returned and the equipment was then returned on 12.9.24. We did not find that Apria received any emails as they are not in your file. Based on the information we have provided the current balance of $710.48 is valid and will not be adjusted. Apria billed you at the patient pay pricing and not your insurance contracted rate as we were unable to bill your insurance, which would explain the adjustment on your statements.  
  
  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:01/05/2025

  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.

  I have been having issues with Apria not properly filing complete and properly coded billing statements with both my primary and secondary insurance. ************************ is my primary through my spouses employer. ******** is my secondary. I have been trying to resolve this error for years.First ******** was denying the claims from having improper provider listed. That was an Apria error. I also have had issues with ******** many times denying the claims because Apria is not properly coding and showing complete documentation of my primary insurance being billed first. ******** has told Apria that they will not pay claims without complete documentation. They need to see the proof my primary insurance was billed first. Now ******** says that Apria is still not sending the complete documentation of billing and have now again charted improperly. As usual, when I ordered supplies this time, I was told I am responsible for what insurance doesnt cover. This is always the case if I havent met my deductible for the year. It is absolutely my responsibility to pay the difference. Instead what they documented was I waived ******** filing liability and have me on the hook for their billing errors for the full amount. I called ******** to file a complaint. I have tried and tried to get Apria billing department to fix their errors. I have been put on hold and hung up on. Blown off. Told this was my issue. They said my primary insurance was kicking back my claims. I was told kicking backwas that I had not met my out of pocket for the year with them. They were not telling me that or showing documentation of that. Not to me. Not to ********. Many times I called and was blown off and told they would investigate. I am at a loss. I just need the billing to be fixed and filed correctly. I use my machine nightly. I see my *** I am compliant. Please help correct this issue.

  Business Response

  Date: 01/09/2025

  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 do not have the qualifying documents needed to bill your secondary insurance as required by the payor. We are requesting that the documentation be obtained so that we can properly bill for the supplies you receive. The account currently has a zero balance as we have adjusted the balance so that we could not bill your secondary insurance. We do sincerely apologize for the frustration this has caused you. 
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 01/09/2025

  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:01/04/2025

  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.

  In March I was diagnosed with OSA, and my MD set my cpap up thru Apria. The only options I had according to Apria was either pay out of pocket the full price, or do a 10 month rent to own where my insurance helps pay. 9 months of payment fulfilled, it is now January 1st, 2025, my company has changed insurance providers. Apria says because my insurance provider changed my rental agreement is void and I need to enter into a brand new agreement with them using my new insurance. Essentially allowing Apria to bill me twice for a machine I was a single payment from owning. When contacted I was told there is no option just to buy them machine with current payments being applied and everything had to go thru my new insurance. It's despicable. Especially as in November 2024, I contacted them asking how many months I had left before I owned the machine, along with informing them my insurance was changing. The reply I got was that my last payment would be January and thay my changing insurance would not cause any issue and just to contact them with my new provider so they can bill. I'm returning the machine because I refuse to let them double bill me for a machine I should own.

  Business Response

  Date: 01/07/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that after speaking with the general manager from your local office he agreed to have the rental equipment returned to the patient, we accepted the 9 months of payments received, dismissed the 10th payment and converted the equipment to sale. We spoke with the patient and advised the patient of his current balance and the status of his equipment, patient was satisfied with the resolution.       
  
  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: 01/08/2025

  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. 
  
  Thank you for your help in this situation

  Regards,

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

• Initial Complaint

  Date:01/03/2025

  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.

  I purchased medical equipment from Apria on 11/29/2024 at a cost of $ ******. The Medical equipment was shipped via ***** to me at ***********************************************************************************. ***** delivered on 12/06/2024 It was left in the lobby of my building but it was not my building. I searched every building lobby and did not find my Medical supplies . I called Apria and they said it was a ***** problem. Spoke to ***** and they blamed Apria. They said it was Apria putting the incorrect address. I checked and it was the correct address. Neither will help me. Now I'm without my Medical supplies and out $******.

  Business Response

  Date: 01/07/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that a replacement order has been sent to the customer (01/07/25) and a claim has been submitted to ***** regarding the missing 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

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** E **********

• Initial Complaint

  Date:01/03/2025

  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 switched to Apria in October 2024 for **** supplies. I already have a Cpap machine. They sent me a new machine, I contacted them and said I already got a new one in 2021. They sent me a box and label and told me to put the entire original box into the new box provided and take to a ***** facility and have it shipped back with the label provided. I did this on November 12 and the tracking shows they received it at their logistics center on November 13 signed for by **** at 12:11 pm. They continue to harass me with emails, phone calls, invoices and each time I go through all of this and provide the proof of delivery from ***** and each time they say they will contact their logistics department to see if they received it and call me back. There are multiple notes on my account with them and I have spent countless hours and phone calls trying to get this resolved and after 3 months I am still dealing with this and afraid my credit will be affected. No one has ever called me back to try and resolve. Spoke with billing managers, equipment department management and left messages with the logistics department manager.

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that, the **** machine and supplies were returned to us on 11/13/24. **** was removed from patients account 1/6/25. Patient will no longer receive phone calls from Apria in regards to equipment or billing. Patient account balance is 0 as of 1/6/25.Any refunds due to the insurance will be processed 1/6/25. 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,
  *** *********.General Manager, Fife. *************************************

  Customer Answer

  Date: 01/06/2025

  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:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call that I owe $46.66. My wife called and the person said that ***************** wouldn't pay for my supplies. My wife told them that I do not have Anthem. I have Western Health Advantage as primary and ******** as secondary and is billed accordingly. They said they would escalate the matter. Whatever that means. We typically have at least one issue per year with Apria and is getting really tiresome. I owe nothing.

  Business Response

  Date: 01/09/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that you spoke with ***** a representative from Apria on 1.8.25 who advised you about the issues with your insurance both listed as primary, you will need to contact them to straighten out the coordination of benefits between the two payors/insurance. Once that has been taken care the billing will be corrected for future supplies. ***** adjusted the invoice for 10.9.24 in the amount of ****** as it now past the timely filing limit of your primary 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: 01/13/2025

  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.]
  
  Regards,
  
  **** ********
  

  Customer Answer

  Date: 01/13/2025

  I have rejected the response because according to my Apria account there has been no adjustment to my balance. Also, in their response they mention $229.58. This is the first I've heard of this amount and additionally part of the problem I have with Apria. I never hear of any charges usually until they've went to collection. This is not my first complaint with the BBB regarding Apria. I've had to file before at least once due to erroneous charges. I was told to contact ******** and realign my insurance. I did do so but after over three years of having the same insurance all of the sudden it's a problem? Every issue I've had with charges have been different and all have been overturned. I'm on disability and see several different health care providers. There has never been a problem with my insurance and billing with any of them except one. Apria.

  Business Response

  Date: 01/15/2025

  Thank you for taking the time to bring your concerns to our attention.Upon reviewing your account, the billing representative has confirmed that Apria received documentation of your insurance stating they were both primary and denied our claim for supplies received on 10.9.24. Apria can only comment on the information we receive from your insurance as we are not privy to your healthcare providers and what they may receive from your insurance. We corrected the payors in our system and notified you by phone of what you would need to do to correct this as Apria cannot correct this issue, only the insured can. As we stated in our previous response, we adjusted off the 10.9.24 date of service in the amount of $229.58 for supplies received as it is now past the timely filing limit of your correct primary insurance and will not be able to be billed once the insurance coordination of benefits is completed. We understand this is frustrating but again we at Apria cannot complete the coordination of benefits only the insured can.
  
  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: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** ********
  

  Customer Answer

  Date: 01/16/2025

  Another convoluted message. This doesn't explain the $229.58 in comparison to my account that's $46.66. What is my outstanding balance right now???

  Business Response

  Date: 01/17/2025

  The balance on your account is $0.
  

• Initial Complaint

  Date:01/02/2025

  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.

  I am writing to formally complain about Apria Healthcare regarding ongoing billing issues, miscommunication, and what I believe to be wrongful charges for non-compliance with using my BiPAP machine. Despite my repeated attempts to resolve this matter directly with Apria, I have not been able to get a satisfactory resolution, and I am seeking your assistance in this ********* summarize the situation, I have received multiple bills from Apria Healthcare stating that I have been non-compliant with my BiPAP usage for ****** **** and August of 2024. However, this charge is unjustified. I have already submitted a letter from my physician, which Apria requested, indicating that my doctor instructed me to stop using the BiPAP machine on March 18, 2024.Despite providing this documentation, Apria rejected the doctor's letter and continues to send me bills for non-compliance, most recently for an amount of $278.15. I spoke with a representative named Emsel at Apria on November 1, 2024, who assured me my charges would be written off once the doctor's letter was received. However, nothing has changed, and I am still being billed.I have been going back and forth with Apria since June 2024, making numerous phone calls and sending multiple emails, but the issue remains unresolved. I am now at my wit's end, as I am being told conflicting information and feel as though my concerns are being ignored. My account number is **********, and I am requesting your assistance to address this matter, as I believe I am being wrongfully charged for a service I have not used due to medical ********* conclusion, I request that the BBB intervene and assist me in resolving this issue with Apria Healthcare. The company is unwilling or unable to correct their mistake, and I am left in a difficult situation with a bill I should not owe. I hope the BBB can facilitate a fair resolution and ensure that Apria Healthcare honors the doctor's directive and stops further billing for non-compliance.

  Business Response

  Date: 01/06/2025

  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 letter from your physician was received after the rental equipment was converted to sale. Apria received your email dated 11.5.24 regarding the above issues, and you were advised the same that the letter from your physician which was dated 11.4.24 stating discontinue using the rental equipment was received after the equipment had already converted to purchase on 9.10.24. The current balance on the account is $256.83, these charges are coinsurance and not using the equipment as required by your insurance which did not allow Apria to obtain authorization as required to bill.  The balance has been adjusted from $278.15 to $256.83as the wrong insurance was attached to the 4.10.24 date of service in error causing a higher coinsurance.   
  
  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: 01/08/2025

  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. 
  
  Subject: Formal Request for Reevaluation of Billing Due to QMB Status

  To Whom It May Concern,

  I am writing in response to your recent correspondence regarding my account and the charges currently billed to me. I am a ****************** Beneficiary (QMB), and under federal law, it is unlawful to bill me for ******** cost-sharing, including co-pays, co-insurances, and deductibles.

  I understand from your letter that the charges stem from the rental equipment being converted to a purchase prior to receiving a letter from my physician and due to issues with insurance authorization. However, as a QMB, these charges should not be billed to me regardless of these circumstances.

  I have attached a screenshot from the Centers for ******** & ******** Services (CMS) website highlighting the protections afforded to QMB individuals. These protections prohibit billing QMB beneficiaries for any ******** cost-sharing amounts. Apria is encouraged to visit ******* to review the relevant law directly.

  I request that Apria reevaluate your billing practices in this case to ensure compliance with these federal requirements. Specifically, I ask that you:

  1. Review my account to confirm and apply my QMB status.

  2. Remove the current balance of $256.83 from my account.

  3. Provide written confirmation that these charges have been adjusted in accordance with the law.

  If your billing team needs further information about my QMB status, I am happy to provide additional documentation. Please contact me if needed.
  I appreciate your prompt attention to this matter and look forward to a resolution that aligns with federal guidelines

  Attachments: CMS Documentation Regarding QMB Billing *******************
  
  Regards,
  
  ******* **********

  
  

  Business Response

  Date: 01/13/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that until this rebuttal Apria wasnt notified that you had secondary insurance as it was not mentioned in your first complaint to the Better Business Bureau nor provided to Apria customer service when you spoke to them regarding the open balance on your account. ********************** has corrected the account, attached the correct insurance payors and due to the payor requiring authorization as we are past the retro authorization policy time frame we have adjusted the open balance on the account, please allow up to 30 days for the adjustment to be processed and clear your account. This response will serve as your written confirmation and will be available in your Apria file.
  
  
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 01/14/2025

  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. 
  
  Thank you for your detailed response regarding my account. I appreciate the effort to review and address my concerns.

  Before I can fully accept this resolution, I need confirmation of the exact amount to which my account is being adjusted. While your letter mentions that the open balance will be adjusted, it does not explicitly state whether the account will be brought to a zero balance.

  For clarity and for my records, I kindly request written confirmation that my account will reflect a zero balance once the adjustment is processed.

  I appreciate your prompt attention to this matter and look forward to your response.
  
  Regards,
  
  ******* **********

  
  

  Business Response

  Date: 01/15/2025

  As previously stated, Apria has corrected the account, attached the correct insurance payors and due to the payor requiring authorization as we are past the retro authorization policy time frame we have adjusted the open balance on the account. The balance will be adjusted to zero. Again, please be aware it may take up to 30 days for the adjustment to be processed and clear your account.
  
  At ************************** 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: 01/16/2025

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:12/29/2024

  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 was tested and have sleep apnea. I use a CPAP machine and through my health care provider was told to order my supplies through Apria Healthcare. Apria would consistently charge my insurance and send me a bill for the left over amount but the bill would never indicate exactly how they arrived at this amount as it was just a random number every time and not an itemized bill. After many calls requesting an itemized invoice and promising to get one, I never received any. I suspect insurance fraud. Second, approximately ten months ago I started receiving the wrong supplies from Apria, when I called to return them, they sent me a tracking number but no return label. After many calls about this and trying to return the box via **** and *** with no success because I had no return label paid for, I gave up. When Apria charged me for these wrong supplies and I screamed at them and finally got a manager after 2 hours, 1 month later a got a return label. After receiving proof that Apria received the box of wrong supplies back, they sent me another bill for them. On November 20, 2024, I finally had enough of this company and paid my final balance and closed my account with them. I asked for written confirmation which I never received. Today, I got an automated voice mail that Apria is shipping me more supplies. This is fraud and I will not pay for items that I did not request or want.

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the account had not yet been removed from the *** (supplies on schedule) program which generated the outbound contact for the supply order. This has been updated as of 12/31/2024 and the account is no longer in the program. There are no pending orders and no orders have shipped out to the patient.
  
  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: 01/07/2025

  I am NOT satisfied with the businesses response at all. Although Apria Healthcare has responded to you (the BBB) that my account is now closed with them and I have no further shipments pending with them, they have lied to me twice before and shipped me items I did not request and the wrong items for my CPAP machine. I was also told twice by their representatives who speak broken English that I would be receiving a email to confirm that my account balance is now zero and closed with them. This was almost two moths ago and I still have NOT received this email because Apria representatives will never send them and I do not believe closed my account. I believe I will still receive fraudulent bills from them as many others have posted on their website.  I would drop this complaint if I ever receive this confirmation email from Apria so I know I will not have fraudulent bills or items sent to me anymore. Thank you so much in assisting me in this matter as I have tried numerous times to do this with Apria and get ignored and get more wrong bills and items sent. Then Ive been on hold for hours with their billing department and I get no where as they dont understand or pretend not to.

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am NOT satisfied with the businesses response at all. Although Apria Healthcare has responded to you (the BBB) that my account is now closed with them and I have no further shipments pending with them, they have lied to me twice before and shipped me items I did not request and the wrong items for my CPAP machine. I was also told twice by their representatives who speak broken English that I would be receiving a email to confirm that my account balance is now zero and closed with them. This was almost two moths ago and I still have NOT received this email because Apria representatives will never send them and I do not believe closed my account. I believe I will still receive fraudulent bills from them as many others have posted on their website.  I would drop this complaint if I ever receive this confirmation email from Apria so I know I will not have fraudulent bills or items sent to me anymore. Thank you so much in assisting me in this matter as I have tried numerous times to do this with Apria and get ignored and get more wrong bills and items sent. Then Ive been on hold for hours with their billing department and I get no where as they dont understand or pretend not to.
  
  Regards,
  
  **** ********

  
  

  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 were enrolled in auto shipping of supplies which Apria adjusted invoices for returned supplies for ******* 16, 2024 and July 16, 2024. However, after a closer look at the account, the copayment of $77.05 for ******* was not reversed, therefore we have requested a refund of $77.05 and you have been unenrolled in auto shipping. The account is not closed as the claims for April and October are still pending insurance. You have no balance due, and we have emailed a statement indicating zero balance.
  
  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: 06/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  This is a continuing complaint against Apria Healthcare. After filing a complaint against them last January (#********) for failing to send me proper itemizes and billing me for supplies I never received as well as shipping me incorrect supplies that I shipped back to them and provided them 5 times with proof that their box of items arrived at their warehouse with the shipping label that took almost 4 months of me begging for because all they sent me were tracking numbers NOT shipping labels, Apria finally wrote on the the last BBB dispute that they made a mistake and closed my account-please see my proof attached herewith! Now today I received a bill for supplies in the amount of $539.36 which I never received and dont understand how I can even get a bill on a closed account! This is such clear fraud. Now I called Apria billing 3 times todays and got hung up on after 45 minutes, then hung up on again after put on hold waiting to talk to a manager after a half hour. This company rates treats its customers like c*** and rates an F-.
  
  Regards,
  
  **** ********

  
  

  Business Response

  Date: 07/08/2025

  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 prepared a zero-balance letter and mailed it to the address we have on file. As a courtesy we adjusted the invoices for the following dates of service 4.16.24 & 10.16.24 as insurance did not pay the claims. Based on the insurance verification done prior to the supplies being shipped it appears the deductible had not been met for 2024. Please be advised that our online portal only updates every 30 days so please allow 30 days before checking your account online for it to update from the invoices being adjusted off. We have added DNU (DO NOT USE) to your account and placed your account on a permanent call removal and you will not receive any marketing from Apria.
  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: 07/08/2025

  I would like to inform you that Apria has answered my complaint by giving all the correct responses the same as last time. They stated my account now has a balance of zero just like they did in answering my BBB complaint 7 months ago.  Then, two weeks ago I received a bill for almost $600. I would like to believe them this time and close my complaint but I feel like as soon as its closed, they will send me more fraudulent bills. I need to know they cannot do this like last time.

• Initial Complaint

  Date:12/27/2024

  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.

  I have been doing business with this company for a very long time and I am finally tired of how I am being treated. This company I pay a $100 dollar deductible every year and cannot get a receipt for this payment. My wife has a secondary insurance which means we get back $90.00 I have been trying to get the invoice paid for 2023 and 2024. I have this fight every year, Lets not talk about the deliveries going to the wrong place

  Business Response

  Date: 01/03/2025

  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 have a receipt/statement prepared for you and will mail to the address we have on file. Our records indicate that for 2023 we received $100.00 and for 2024 we received $85.00, the statement will reflect this. Our records do show that customer service did attempt to send to you by email but they did not receive HIPPAA verification back which is required to send anything by email to ensure it is going to the correct email/patient.    
  
  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