Health Care
ApriaThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Health Care.
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.
- 356 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/16/2024
Type:Billing IssuesStatus: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 was my provider for CPAP supplies. When they were supposed to resupply me, I received one box with three filters and a hose.I canceled my account with ********************** for several reasons, the chief of which is that even after admitting they never sent me my supplies, they won't adjust my bill.Business Response
Date: 08/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the ************************* apologizes for the experience with Apria. Your account has been updated with the correct address and the June supplies you didnt receive will be adjusted from 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 LLCInitial Complaint
Date:08/16/2024
Type:Product IssuesStatus: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.
On February 27, 2024, I placed an order for CPAP supplies. I only needed 1 item. I was called back and said these supplies are covered by insurance and replaced certain parts of the machine on a regular basis. I then agreed to receive any parts covered by insurance. After I received the parts, I received a bill from CareCentrix for all of the parts that were sent to me. None of it was covered by insurance and we were told we had to pay 100%. It is now August 2024 and this still has not been resolved. CareCentrix has reached out to Apria and they are refusing to listen to original phone call that shows I was told these parts were covered by insurance and would not have to pay for anything. They even send parts I dont use. I am now being threatened that the bill is going to go to collections, In the meantime, I was told numerous times by Apria and CareCentrix I would hear back from a supervisor and I have never received a return call. My last call to CareCentrix today wasted 30 minutes and I was hung up twice by Arabia from CareCentrix.Business Response
Date: 08/23/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, youll need to contact Care Centrix about the cost of your supplies as they complete the billing on behalf of your health plan.
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 LLCCustomer 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.
There was not offer in their response. Just telling me to reach out to CareCentrix. I have been in touch with them for 10 months now. According to CareCentrix, they have tried to reach out to Apria concerning the initial phone call with Apria where the representative told me that all of the parts would be covered by insurance. I was then sent the item I requested as well as a box of items I did not need or ask for. According to CareCentrix, they reached out to Apria asking for a review of the original phone call and they refused to share the recorded phone call with them or even review the phone call where Apria told me the items would be covered. This has been the problem for the past almost year. I want Apria to accept responsibility for the action of their **** which I believe was fraudulent, and remove the fees for the items sent. I will be happy to return all items that I have not used, with shipping fees covered by Apria. This is not a CareCentrix problem.
Regards,
****** ********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 we have requested the call be pulled and reviewed and used as a training opportunity for the customer service representative. We requested the claim from 2.27.24 be voided, the insurance be refunded and your balance recalled by Care ******* to bring your account to zero for supplies received from Apria Healthcare again for date of service 2.27.24. Please contact Care ******* to confirm your current balance but please allow Care ******* 14 business days for this to be voided and recalled. We do apologize for the frustration this may have 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 LLCCustomer 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.
Thank you!Regards,
****** ********
Initial Complaint
Date:08/16/2024
Type:Service or Repair IssuesStatus: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 Doctor ordered a cane for me last month. I have not received the cane. I live in a building where there is a Security Check in process. The never received anything. I have called the business several times. One rep told me the never had the cane it was on a waiting list. Conflicting stories. They billed Medicare?Possible Fraud on a Senior Citizen.Business Response
Date: 08/23/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the cane was delivered by ***** with the following training number 277920214303.
This information was provided to the patient in relation to the shipment and we apologize for any inconvenience. We offered to provide a replacement cane to be picked up at the office or we could ship another cane. If shipped, a signature would be required so someone would have to be available to sign. The patient refused and preferred to cancel the order. We apologize for any frustration this has caused.
At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLCCustomer Answer
Date: 08/23/2024
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 just looked at the tracking photo it is not my apartment. I have a blue rug. Package was apparently delivered to some other location?Please Investigate with FEDEx
Regards,
*******************Business Response
Date: 08/27/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that ***** could have left the item at the wrong address so the claim will be recalled from the health plan, and we have reported the item missing. For reference our case number is C-160523046. If you decide to accept another Cane, please contact the office at **************.
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 LLCCustomer Answer
Date: 08/28/2024
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:08/15/2024
Type:Service or Repair IssuesStatus: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 Health is sending me monthly bills for a rental CPAP machine that I never agreed to rent. I was told by Apria prior to delivery that my insurance covers is 100% yet, I keep getting bills from them. It's very predatory and they are taking advantage. This monthly fee should have been told to me prior to delivery and agreed to, there is NO agreement in place. There is NO detail on the statements they sed, no explanations of what the charges are for.Business Response
Date: 09/03/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that:
A Sales, Service and Rental Agreement was emailed to her on 3/27/24, but not signed.
Confirmed shipping address with patient over the phone.
Customer service discussed option to return the equipment with AMA on 8/15/24.
GM spoke to patient on 8/30/24 to confirm balance due is related to deductible not met. Offered to schedule a pickup of the equipment.
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 LLCInitial Complaint
Date:08/15/2024
Type:Product IssuesStatus: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 received my APAP machine and mask at the end of March 2024. I used it initially but tapered off the last couple months because of issues with the initial masks I received and developed aerophagia (too much air)On June 26th, I received a letter from Apria Healthcare saying I needed to return the "rental" equipment which I was never told it was a rental. I paid the initial deductible through my insurance *********** of Idaho) and subsequent small bills through Apria Healthcare. After receiving the notice, I then called and a *** told me I could keep the machine when I explained the mask issue. This week, I received a debt collections notice from ARSTRAT for payment of $1004.31. Apria NEVER called me or sent notification that my account was going into COLLECTIONS!On 8/13, I spoke to "*****" who said everything is fine, just return the equipment ASAP and the debt will be removed. Then I called and spoke to "******" who first said I need to handle it with my insurance company and then proceeded to tell me her "manager" said you "can" take my machine back and that I will need to call billing to clear the debt. She is supposed to call me back and let me know if I can return my equipment. I called back the ******** office and spoke to ****** again who said she would send a second notice to her manager to call me. Waiting for her to call This is especially frustrating because:1) No one ever told me the machine was a "rental" 2) No one told me I needed to use the machine daily to be "compliant" 3) No one informed me that I was going to go to a debt collector for not using my machine daily. It is very scary that Apria Healthcare can be so careless with sending people to Collections when I clearly had called numerous times to confirm my status. I want to return the equipment now!I cannot afford being sent to collections and ruining my credit for poor communications from Apria Healthcare. I need to return my equipment and remove this debt from collections.Business Response
Date: 08/19/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you received a cpap machine March 27, 2024 as a ten-month rental. The insurance requires the machine be used at least 4 hours per night to continue coverage. You were not compliant with the usage and Apria attempted to contact you via phone several times May 29, May 30, June 3, and June 4, 2024, leaving voice messages. The equipment was finally put in pick up status June 13, 2024 to prevent you from being billed self-pay as insurance would no longer authorize coverage. An asset return letter was also mailed June 24, 2024, advising you to return the machine,or you would be billed. Apria converted the cpap to a purchase July 26, 2024,as you refused and placed the balance of $1004.31 with outside collections. We have obtained approval for you to return the machine to the local branch and once returned, collections will be removed with no impact to your credit if done within 30 days from date of collections. We believe all appropriate steps have been taken to resolve this matter.
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 LLCCustomer Answer
Date: 08/19/2024
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.
When I put in the initial complaint, the situation had not been resolved. I spoke to a billing *** late last week and it appears all is okay. I would like to remove the complaint with Apria and happy it was resolved.
I plan on returning the machine today or tomorrow to the Van **** office.
Lastly, I never refused anything.
I got the letter to return the machine - I called them back and they told me I could keep it. Surely they have record of my call.
Not once in that call did they say "you keep it, you pay" or "you keep it, we are going to now send you to collections"
Their context is NOT accurate and it makes it seem like I did nothing but ignore them which is NOT the case.
Regards,
***************************
Initial Complaint
Date:08/15/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or about 14 July 2024 I received a package from Apria **************** I have no idea why it was sent to me. It included a CPAP machine (I assume since it has not been opened). I did not authorize it, I did not agree to it, and I did not agree to pay for it or even want it.I have tried for the last 2 months to return the package. I have made numerous calls and even left call back numbers. NO ONE has been able to help me. My last call was on Monday the 12 of August to customer service. No one would answer so again I left a call back number. It has been 2 days, and no one has called me. The customer service is terrible.I am returning the package at my expense (request reimbursement since I did not order it). I expect that the issues and billing that I am now receiving be removed and my insurance be notified. I am contacting the Better Business Bureau and filing a complaint because of the practices if Apria ****************Business Response
Date: 08/20/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that after reviewing the concern below, the correct operating process was not followed by the branch team.
The correct process is to discuss want/acceptance of the device during the initial patient contact. Once verbally accepted this will allow shipping to occur once insurance has been approved. There is no documentation the branch team made verbal contact nor is there documentation of a financial discussion before the device was shipped.
Branch training will occur with all Teammates to ensure we are following correct processes so alleviate future concerns. We have also entered an adjustment for the open balance; therefore, you are not responsible for the charges. Currently, your account reflects a $0 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 LLCCustomer Answer
Date: 08/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*******************
Customer Answer
Date: 02/26/2025
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.]The business sent me a CPAP machine and supplies I did not order. The machine and supplies were returned via *** at my expense ($75) without reimbursement close to a 8 months ago. Today 2/25/25 I again received a bill from dated 6/14/24 dated today for $36.00 that they say I still owe. All equipment, machine and everything was returned. I have tried calling customer service numerous time and no one will answer. I never ordered, authorized and even opened the packet they sent me. Is this how the ******* does business? Send stuff that people do not want, did not order and then bill them for it? Please help.
Desired Resolution: Billing Adjustment
Regards,
***** ****Business Response
Date: 03/03/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that all equipment and supplies were returned with adjustment keyed for open balance. However, the amount of $36.00 was pending under insurance and was not included in the original adjustment. The balance has been adjusted with no responsibility to you. We believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLCInitial Complaint
Date:08/14/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Apria Healthcare now owned by ***** and Minor was sent a prescription for CPap device replacement parts by my doctor on May 20, 2024. I an in desperate need of this device working properly. I stop breathing 70+ times and hour while sleeping at night. With out this machine I can have a heart attack or my heart burst from the amount of work and pressure just sleeping. I have called ever week to check my order. I was told its on the way 10 days. Now its 3 months later I find my order was not placed and I now have 15 business days to go before my order will even ship because the warehouse is backed up. For medical supplies by prescription that is this critical because I can die without it there is not expediting the shipment or management that can take care of my problem or ensure that I actually have what I should have. I have asked for someone higher that the call center to speak to and they all say they dont have a supervisor or escalation for me to communicate with. Im highly disappointed, and my health is declining. I need help.Customer Answer
Date: 08/14/2024
Apria Health finally sent the equipment that was requested. They then asked me for insurance information. This is all after I had called and canceled the shipments requested, called insurance verified that they did not contact them to prequalify my need and then had the insurance company call Apria on 3 way calling and verify that Apria did not submit any requests to my insurance company. After all that verification I got a box in the mail. Now they want to charge me and for me submit to insurance. I have moved on and am using another vendor for my needs. It took too long to communicate effectively and take any action on my consistent calls and requests.Business Response
Date: 08/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, your supplies were shipped and delivered on August 1st (tracking # 1Z5V61W0YW41444903). We apologize for any frustration the delay 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 LLCInitial Complaint
Date:08/13/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In April of 2024, my *** authorized the need for a new CPAP machine. Apria Health was provided a script to fill this need. On three different calls with me through phone calls, I was told this medical device was 100% covered by my **************** (BlueCross/Blue Shield SC). The machine was sent to me by the end of the month, only to not have headgear included. After several phone calls, I finally received the headgear gear early May. Later in May, I received a bill with a balance of $245. I contacted my insurance company and they paid $130 towards the purchase & monthly rental for this device. Once I received this bill I called Apria and told them that I was not told of these costs, nor did I receive any document to agree to these charges. I had the unit picked up and returned to Apria as I was not interested in this device/service. However, they continue to bill me and call me requesting payment. As noted in the attached documents I have not been able to get any resolution or professional response. As seen in my notes I have asked for documentation that I agreed to these details and Apria as of August 13, 2024, I still have not been supplied such a request. It is noted the lengthy hold times, hang-ups, and requests. At this point, Apria Health has received $130 for a device I do not have use and should consider this balance Zero. I do not want to have this outstanding Medical expense affect my credit standing, or pay for a device I no longer have, and am at a loss for how to resolve this issue. I look forward to your assistance on how best to proceed as you can tell I am very much frustrated with this entire process and after several decades of using Apria Health, I will no longer use or recommend this company.Business Response
Date: 08/16/2024
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 plan covers durable medical equipment (***) however the exclusion is a $170.00 copay then your insurance will cover at 100%. The explanation of benefits you provided showed your copay/patient responsibility and it is listed under copay, the insured holds some responsibility for knowing their insurance coverage. We did see where Apria customer service tried to contact you on ******* and a voicemail was left this date is prior to the equipment being shipped on 4.23.24, I do not see where you returned our call regarding the rental equipment. On 5.1.24 you spoke with our resupply department who discussed your coverage however the items were not billed to your insurance.Having a copay under the *** rider is not common practice and it is possible that it was overlooked when verifying your insurance coverage. Billing is based on possession and not usage, Apria billed for the month of April and not after.In regard to documentation showing patient responsibility, not all insurance requires a signed assignment of benefits to bill the insurance. Our Sales,Service and Rental Agreement (SSRA) would not give patients individual coverage only patients coinsurance not a copay as they are different as again this is not common with most *** coverage. We suggest you contact your insurance regarding your coverage and the patients responsibility for the copay as part of your plan.
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 LLCCustomer Answer
Date: 08/18/2024
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.
I still do not feel that I should be responsible for entire payment. I do not have any record of voicemail with details given in the response. If the business is willing to adjust outstanding payment to $75 for one month rental I would gladly accept.
Regards,
*****************************Business Response
Date: 08/20/2024
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 a courtesy we will adjust the open invoice of $75.00, the one-month rental of the rental equipment which leaves a current balance of $170.00. The $170.00 is your copay based on your insurance coverage & Apria feels this is a fair 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 LLCCustomer Answer
Date: 08/21/2024
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.See My response below to the Business's response. Again this is an example of their continue misunderstanding. I would agree to an adjustment to total due of $75, not a reduction of $75. So to clairfy I am willing to resolve for a final cost of $75.
*****************************
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.
I still do not feel that I should be responsible for entire payment. I do not have any record of voicemail with details given in the response. If the business is willing to adjust outstanding payment to $75 for one month rental I would gladly accept.
Regards,
*****************************
Message to the Consumer on Tuesday, August 20, 2024
Regards,
*****************************Business Response
Date: 08/22/2024
Thank you for taking the time to bring your concerns to our attention. The billing representative did not misunderstand your request to have your balance reduced to $75. As we explained previously, your insurance plan covers durable medical equipment (DME) however the exclusion is a $170.00 copay then your insurance will cover at 100%. The $170 is your copay based on your insurance coverage and therefore patient responsibility. If you do not believe you should be responsible for this copay you will need to address this with your insurance provider. As a courtesy we are not charging you for a month of renting the equipment and have credited your balance $75. We consider this a fair 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 LLCCustomer Answer
Date: 08/25/2024
Although I am still not pleased with this outcome. I will honor payment of $170, which I will make in 4 installments.
As a business I still feel that how you inform, or lack of clarity provided to client prior to sending equipment needs to be improved.
I have been a client of Apria for over 15 years and will no longer be using your company for my CPAP needs going forward, will not recommend to any family and friends, and lastly will be informing my provider of the lack of appropriate and timely customer service.
*****************************
Customer Answer
Date: 08/27/2024
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.]Hello,
master bathroom has two sinks and each has a faucet . Photo attached. We need two of these please? What we have that is incomplete is missing the spout or the faucet itself. What we have are handles (knobs) but not the main body. We can return those and will appreciate receiving two of the faucet shown in the attachment. Guest bathroom faucet is fine. The master bathroom faucets are leaking at the base and corroded at the joint. Your agent said its the water that corroded faucets and we didnt do anything about it. Not sure what we could do. Please advise. Thanks
Regards,
*****************************Initial Complaint
Date:08/13/2024
Type:Billing IssuesStatus: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 Sleep Apnea and require an O2 concentrator for sleep therapy. In 2023 I had insurance through my employer and Tricare for Life. I knew I was retiring at the end of February 2024 so I terminated my employees insurance coverage effective Jan 1st. Effective Jan 2024 I had Blue Cross/Blue Shield of ********** ******** Advantage Plan (PPO) and Tricare for Life. I was billed for the months of December 2023, January 2024 and February 2024 for the *************** I had from APRIA. When I got the bill in February that I owed. I contacted them and asked why my current insurance was not billed. They told me that they dont accept my insurance. My 2023 insurances should have been charged for my December 2023 O2 concentrator rental bill. My 2024 insurances could have been charged for the January and February 2024 rental charges out of network. I contend that APRIA should have at least billed my 2023 insurances for the month of Dec 2023. Instead of notifying me they waited till February to bill me for three months rental. I got the replacement O2 concentrator delivered late on February 29th. On February 28th I paid $279.71 for the 02-concentrator rental for the months of December 2023, January and February 2024. March 1st, I returned the APRIA machine. Since I paid for these out of pocket, APRIA owes me an itemized receipt and explanation or copy of their policy concerning billing out of network insurances.Business Response
Date: 08/21/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that when Apria is out of network with an insurance, we should be notifying the insured/patient to advise that we are not able to continue providing the rental equipment and that the patient would need to find a new provider. We did not find any comments that had been done and we are reversing the payments made and refunding you the amount you paid for December, January & February. Please allow approximately 7-10 business days for the refund to be approved and processed, a check will be mailed to the address we have on file. We do sincerely apologize for the frustration this has caused.
At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLCCustomer Answer
Date: 08/21/2024
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. Provided APRIA completes the reversal of payment to me.
Regards,
*********************
Initial Complaint
Date:08/09/2024
Type:Service or Repair IssuesStatus: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.
Billing dispute regarding a charge for a ResMed N20 Facemask with magnets. The *** recalled this mask in December 2023. I was never notified. I discovered the recall online after receiving a replacement mask and accessories in February 2024. Not only was I not notified about the *** recall but Apria also sent me the recalled mask in the supply order. I wear cochlear implants. I have experienced a problem with an internal electrode in my left ear as determined by an *********************** in June 2024. Please read the uploaded document for details.Business Response
Date: 09/12/2024
Thank you for taking the time to bring your concerns to our attention. The legal department will complete an investigation regarding the customers complaint. An internal investigation will be completed in response to the customers complaint. Information will be provided to the customer regarding our claims process.
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 LLCCustomer Answer
Date: 09/16/2024
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.]
The only contact that I have received is another statement notice by email directing me to the online Apria to download the September statement. I have canceled the Apria online app and emailed the **************** Representative that all communication should be by mail moving forward. This email was sent on 9-8-2024.
Re: personal and confidential
Aol/Sent
********************
From:********************
To:*****, *****
Sun, Sep 8 at 1:58 PM
I am still getting monthly statement notices through emails with the incorrect charge still not removed. The BBB should have contacted your company regarding a resolution. The *** is also re-evaluating this facemask. I notice that your company is still selling this device with only a small disclaimer notice at the bottom. You are putting other clients at risk. You are incorrect in stating in your last email that my supplementary insurance does not pay if ******** does not - that is the whole reason to have supplementary insurance to pick up deductibles and co-pay gaps. The bill was never submitted to my supplementary policy. I should have never been charged for recalled equipment in the first place or replacement parts that accompanied the recalled facemask. I have figured out how to cancel receiving communication with the online Apria account. Please credit and close my account.
*** ******Business Response
Date: 09/19/2024
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 secondary insurance does not cover your primary deductible, if you have any questions regarding why your insurance did not cover our charges you will need to contact your secondary insurance as not all secondary insurance will cover the deductible or charges not paid by the primary. The balance is valid and will remain open till paid.
An internal investigation will be completed in response to the customers complaint. Information will be provided to the customer regarding our claims process.
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 LLCCustomer Answer
Date: 09/19/2024
The point is that I was charged for a facemask and accessories that was recalled and not credited for the full amount. They are incorrect about my secondary insurance not paying for amount due but that is beside the point and what started this whole process. When I called questioning the bill originally, and they were stated incorrect information - so I started investigating Apria and discovered on my own that the replacement supply mask that they sent me was recalled by the *** and I was never notified. It was recalled in December 23 and not only was I not notified, but they sent me a recalled mask again for my supplies. Magnets in this frame are dangerous risk to people with cochlear implants or other internal devices. I offered to return the box of items but they said it was over 30 days and could not. I still have the nasal pads and tube that can't be used with the mask given to me - I stopped immediately using the Frame/mask when I learned online about the recall - this is malpractice and negligence that the company did not notify clients with this mask. And then to aggravate the problem, not only should I have NOT been fitted with this mask in 2023 when I originally purchased equipment (the studies were already in place with a warning a another company had been sued for selling a similar mask) but the sent the mask again when I needed supplies. The charges are not correct and not itemized for the supplies, not handled correctly and submitted correctly, and then I could not return items that were recalled and still charged for? This is outrageous. The amount is minimal and it is not the matter that I can't afford to pay this bill, it is the fact that the company is sending recalled masks to clients, not itemizing the supplies correctly, and then refusing to credit my account. I will never purchase an item from this company again and I want them to credit the remaining balance and close my account immediately. I am having trouble with left cochlear implant which required additional appointments with my audiologist. I do not want to pursue more legally and have spent way too much time on this trying to get them to admit to the errors. Apria has a long history of billing errors and lawsuits. This needs to stop that they take advantage of ******** billing and senior citizens. I respectfully ask that you reread the whole situation regarding my problems with this company. Malpractice that I was fit with this mask in 2023 as they knew about the ******** lawsuit. ********************************************************************; Also - ResMed - the manufacturer of this mask made a notice ****************************************************************************************************************** (Apria is still selling this mask) *** notice *******************************************************************************;Customer Answer
Date: 09/19/2024
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 sure if I used the correct link for responding to your resolution and have already made a reply. I hope that you have access to it. To summarizeThe bill was not submitted correctly to ******** or my *********************** but that is not the main point. After I called about the bill and did not get truthful information, I started investigating Apria and their misuse of charges for "rental" or false charges for *************** I then discovered that the facemask that they originally fit me with and then once again provided a mask that had been recalled is the issue. I have been fighting the charge for the mask and the accessories that they sent. I discovered independently online that the mask was recalled. They would not let me return the items as they said it was over 30 days. The replacement pads and nasal pads in that supply did NOT match the new mask. I protested the charges. They gave a small credit but would not credit the full amount or close my account. I received conflicting and different stories each time I called. ******** were sued about this mask. ResMed and Apria did not follow through with recalling their mask with magnets. ***************************************************************
ResMed sent letter. ******************************************************************************************************************
*** recalled ResMed Mask that Apria sold me. **************************************************************************
I have continued to try to get Apria to do the right thing. I am having difficulty with my left coclear implant. This business needs to be investigated closer about how they bill ********, secondary insurance, correct codes and itemizing "services" and products. There also was a debit on my checking that they said they did not receive. It is not the amount due on my account as it is small. It is the fact that this company is putting clients' health in jeopardy and billing statements are not transparent or handled correctly.
*** ******
Apria is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.