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 Healthcare

  6103 E Molloy Rd East Syracuse, NY 13057

• 

  Apria Healthcare

  73 Eastern Steel Rd Milford, CT 06460

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:01/10/2025

  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

• 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,

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