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

  4 Presidential Way Unit A Woburn, MA 01801

• 

  Apria

  37 Commerce Ave Ste 2 South Burlington, VT 05403

• 

  Apria Healthcare

  12 Petra Ln Ste 2 Albany, NY 12205

• 

  Apria Healthcare

  6103 E Molloy Rd East Syracuse, NY 13057

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:08/09/2024

  Type:Delivery 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 ordered CPAP supplies from Apria Healthcare in May 2024. The order (0627-54098) included an air hose for my ResMed Airsense 10. I received the order in a timely fashion. Unfortunately, the air hose I received was for a Airsense 11, which is not compatible with my CPAP machine. I have made four phone calls in an attempt to rectify the mistake, the last two requesting that my complaint be elevated, all to no avail. Their complaint system is a 'catch twenty two', you are unable to talk to anyone. Now I'm receiving phone calls to pay 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 Sleep Resupply team apologizes for the issues youve experienced. The Resupply team experienced a backlog causing longer than normal processing times. The correct supplies were shipped and delivered to you on August 16th.
  
  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: 08/22/2024

  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:08/09/2024

  Type:Delivery 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.

  Placed an CPAP order on June 14th processing time is 14 days (been told) today August 9th . Calling every week * status PROCESSING . Been Promised to escalate and expedite shipping .5 escalations by the different rep * 2 conversations with supervisors !!!!!!!!!!!!!!!!! still order in processing status . Promised call back from shipping department NOTHING!!!!!!!!!! I were CPAP every night all night need supply can not get it shipped to me . Very frustrating i am 85 y old man do not know what else to do to get my order . Please help me resolve this issue . Maybe they will listen to you . Thank you

  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 Sleep Resupply team apologizes for the delay in processing your supply order. Your supplies were shipped and delivered on Friday, August 16th.  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 LLC

• Initial Complaint

  Date:08/08/2024

  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 contacted Apria inquiring about pricing for CPAP supplies to be ordered. I needed a new hose and a new mask. They advised me the full retail price was 190 for the two items but my insurance would cover 80 percent. I advised them to not send anything without sending me an invoice and getting my authorization after looking over pricing and details. They assured me I would not be receiving any products until i went over an invoice first and gave an authorization. Two weeks went by I had not received any emails or authorization so I called again. They assured me they saw the notes and would not send anything until I approved an invoice price and their billing department would be emailing shortly after. The next week I received supplies but after being assured that the most I would be charged was 190 but I called to confirm again. They assured me that the most I would see was 190 but they were going to take care of it. The *** also told me they were going to try to bill my old ******** which I said I no longer had and said that is fraud, they said they often bill both just to see if they will pay. I DID NOT AUTHORIZE THIS. Today I recieved an invoice from UMR stating they billed them 1486 and my responsibility was 243. I called Apria and their automated system now states I have a ****** outstanding bill for 4 items when I only inquired about ordering two items. They only sent two as well without my authorization, I did not receive 4. I never received an invoice they sent product to me without my authorization billed for items that I never inquired about nor did they even send and they are attempting to bill an insurance I haven't had for years after I ***eatedly told them I only had UMR and told them not to bill anyone until I approved an order which they did not follow. Now I have an outstanding bill, products I didnt authoriaze (2 items) and a bill for 4, 2 that they never even sent. I have not yet paid this bill. The amount below is the amount I owe,

  Customer Answer

  Date: 08/09/2024

  I spoke with Apria today.  They are stating now they only sent two items and they never sent 4.  ************ was billed for 4 pieces of medical supply, they have no record of a 4th item and the 3rd item they are stating I received was never sent. They were unable to find me any records of me authorizing this order, no signature, no phone confirmation.  They kept sending me back and fourth between their ordering team and their billing team.  After two supervisors there is still no resolution.  They cannot even provide me details of the 4th item billed to my insurance.  They were unable to pull up my phone records from the other 3 times I called confirming the fact they were never suppose to send an order before telling me pricing. I very clearly said I do not authorize the shipment of any product until they can provide me billing details.  They also confirmed with me they tried to ************* in addition to UMR.  They tried to get this bill paid by two insurances even though the state insurance has not been something I have had for years and they knew I called to remove that.  They flat out told me they wanted to see if ******** would still send a payment even if my account was no longer.  This is not okay. This is fraud on the states healthcare system. 

  Business Response

  Date: 08/12/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Sleep Resupply team has discussed your insurance coverage details with you. An adjustment has also been made for the 7/13/2024 date of service due to not calling you as initially requested. 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 LLC

  Customer Answer

  Date: 08/15/2024

  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 spoke with Apria today.  They are stating now they only sent two items and they never sent 4.  ************ was billed for 4 pieces of medical supply, they have no record of a 4th item and the 3rd item they are stating I received was never sent. They were unable to find me any records of me authorizing this order, no signature, no phone confirmation.  They kept sending me back and fourth between their ordering team and their billing team.  After two supervisors there is still no resolution.  They cannot even provide me details of the 4th item billed to my insurance.  They were unable to pull up my phone records from the other 3 times I called confirming the fact they were never suppose to send an order before telling me pricing. I very clearly said I do not authorize the shipment of any product until they can provide me billing details.  They also confirmed with me they tried to ************* in addition to UMR.  They tried to get this bill paid by two insurances even though the state insurance has not been something I have had for years and they knew I called to remove that.  They flat out told me they wanted to see if ******** would still send a payment even if my account was no longer.  This is not okay. This is fraud on the states healthcare system. 
  
  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 after speaking to the resupply team their records show that 4 items were shipped by the warehouse that ships out our supplies to our patients when we look at our system it shows a whole kit was shipped. The insurance requires that when their insured receives these supplies that the components be broken down and the billing codes be billed separately, that would account for 3 of the 4 items that were billed for. The other item we cannot explain why it was not shipped from our vendor again as we stated that their invoice shows the 4 items that were billed for were shipped to your address. We do sincerely apologize and as previously explained in your last complaint that we have adjusted off the invoice, we did not receive payment from your insurance or from you, we did not request that you return the supplies and gave you the supplies at no charge due our error. The secondary insurance has been removed and your account noted that the secondary payor is no longer active and not to be used. Again 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

• Initial Complaint

  Date:08/07/2024

  Type:Delivery 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.

  Knowing how difficult it is to communicate with Apria Healthcare, I began requesting a replacement size Small nasal pillow three months prior to a planned Alaskan cruise (to have fresh supplies for travel). After receiving no response to phone and live chat requests, I used the online patient portal to order the replacement piece. Apria provides no order acknowledgment, no shipping notice, but after three calls I was able to confirm F&P [****** and Paykel brand] nasal kit was ordered. All orders since I began therapy were placed and billed directly with Apria. I finally received the replacement piece one day prior to our flight, however Apria had sent a Large nasal pillow. Not only did the mask not fit me for proper CPAP therapy, the plastic did not fit the headpiece and cut into my cheeks and chin. I began calling and emailing Apria July 23, 2024 about their mistake, with no response. Six contact attempts on July 24 received no response. On July 25 I tried contacting the supplier and 12 medical supply companies in the ******* area, hoping I could just buy the correct mask, but their requests to Apria for authorization were ignored. I called and emailed Apria 17 times between July 23 and July 27 and as of today have received no response. Apria destroyed our trip. I had abrasions all over the bottom half of my face from the plastic on the incorrect mask. Ten days without proper sleep is not healthy or enjoyable, and we were devastated as we had saved years for this trip, which we took instead of having a wedding. Why are there no legitimate order records or quality checks? Why do they not respond to any contact avenues? It is unacceptable for any medical company to act with such reckless negligence and I am seeking reimbursement of $8999.22 for our losses.

  Business Response

  Date: 08/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, we apologize for your experience with Apria. The correct supplies are being shipped to you at no additional cost and an email was sent to you with the correct contact information for placing an order.
  
  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: 08/13/2024

  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. 
  
  While I appreciate the call from an Apria representative on 8-12-24, the stock response to this note is an insult. The justifications provided for their destruction of my husband and my once-in-a-lifetime experience were: the computers were broken; the system was broken; the chat feature was broken; no one reads the order notes (where the equipment sizes/details are kept) and it didn't matter anyway because the ordering system was broken; the phones were broken; the messaging system was broken; and no one reads requests from customers or other ******************** entities because the emails and voice mails were broken too. She noted they are going through upgrades to try to prevent these things from happening anymore, but they never should have happened in the first place and the fact remains Apria has still never responded to me- they responded to the BBB representing me. Acting as if they are granting me an immense favor by replacing the incorrect item a month after the fact is shameful. Financial compensation is the only reasonable response to this disaster, though no amount of money could mitigate what Apria has taken from me and my family.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/07/2024

  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.

  In January 2024 a box with a CPAP was delivered to my house with no accompanied paperwork or indication that this was a rented unit. At no point did I talk to anyone or receive any paperwork that I would be incurring a monthly fee. For medical reasons I was unable to use the machine. I contacted my doctor's ****** to discuss options. Every few days I received automated calls from Apria asking if I was using the ***** I selected "No" each time and received the response that someone would contact me, but that never happened. Roughly June 19 I received a call from a man that told me I owed a rental charge. I told him I needed to talk to customer service and he told me he wouldn't transfer me unless I paid first. After many failed attempts to reach someone I submitted an online form on July 8th telling them that I was never told it was a rental that would incur a monthly fee. On July 24 they responded that because it wasn't returned within 30 days they would not waive the fee THAT I WAS NEVER TOLD THERE WAS IN THE FIRST PLACE. I would have returned the unit immediately if I had known it was a rental and not a machine I now owned.

  Business Response

  Date: 08/09/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that he could find no evidence that the patient had been informed of unit being a rental or sale so he contacted the billing department to issue a refund to the patient and insurance company.
  
  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: 08/09/2024

  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:08/07/2024

  Type:Customer Service 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 used to use a cpap, it was old and a new one showed up so I used it for a few months. I no longer use it and now I'm getting bills for rental and I never signed anything. They will not tell me how to return it and are now sending bills to 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 on 2/1/23 on a resupply call you requested a new unit. On 2/28/23 we received a new order from your physician to fill that request. Several auto dialer calls went out in attempts to make contact with you to discuss usage, however, were unsuccessful.Im sorry the unit did not work out for you; I was informed the unit was sent back and the charges have been adjusted off.
  
  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:08/05/2024

  Type:Customer Service 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.

  On Thursday August 1, 2024, i ordered a CPAP mask through Apria via telephone. I received my mask on Saturday August 3, 2024 and attempted to use it to sleep. The mask would not seal in order to effectively use CPAP. I contacted Apria on Monday August 5, 2024 and told them my situation. They said they will contact the return department and see what they can do. I received an email from Apria a short time later stating that they could not accept a return once a package was open and will not refund my money.

  Business Response

  Date: 08/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that your order was placed through ApriaDirect, our online retail store where the return policy states the following:
  
  To ensure the quality and integrity of the products we sell; we cannot accept returns or offer refunds on items that have been opened or used. Please see below for additional clarification.
  Opened Products: The product has been removed from the original product packaging. This does not include the shipping box.
  Used Products: The product shows signs of use or damage.
  No return or refund will be issued due to the item being opened &used, but Respiratory Therapist reaching out to assist with getting proper seal so product can be used.
  
  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: 08/15/2024

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

• Initial Complaint

  Date:08/05/2024

  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 keep receiving a bill that I have already paid. The bill is in the amount of $56.80. I have called Apria on July 2, 2024 to resolve this issue. They said to email ***************************** of which I did on the same day July 2, 2024. I have attached both the proof of payment and email in this complaint. I did not receive an email back and I received yet another past due bill dated July 24, 2024 for the same amount of $56.80. I reached out to Apria again on August 5, 2024 to resolve the issue via phone call. They once again said it was going to be referred to the revenue team to be reviewed. I also asked for a supervisor and was told no supervisor was available. During the call I stated that I ha proof of payment and I have sent an amil accordingly that Apria should have on record. I stated that I would like to have the issue resolved while on the phone since I have the proof and sent it as well. The person I spoke with would not move forward with this request and only said he would put a request in with the revenue team to review. I want to receive the credit I deserve for payment, and I do not want this to be reflected poorly on my credit. I would appreciate some assistance in resolving the issue of Apria not crediting me for my payment. Thank you,

  Business Response

  Date: 08/09/2024

  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 you spoke with our customer service representative on ****** he provided you with incorrect information, unfortunately the payment has not been located at this time. We have had the call pulled and reviewed and sent to his supervisor to be used as a training opportunity. We do sincerely apologize for the error.These are the steps we have taken to locate the payment: we have sent the request for  our payment posting team to locate, we have provided them with the information you included in your Better Business Bureau complaint and placed your account on a permanent call removal so you will not receive calls during the time our team is researching the missing payment as well as action coded the invoice to stop any collection activity while the account is being reviewed. Again, 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 LLC

  Customer Answer

  Date: 08/14/2024

  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. 
  
  My payment has still not be corrected l. I want to keep this complaint open until my account is credited for the amount I paid. I have proven the payment from my bank and that Apria deposited the money in their account. They need to update their records and credit me accordingly.
  
  Regards,
  
  *****************************
  

  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 the account has been credited and has a zero balance. We do apologize for the delay and the frustration it has caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 08/24/2024

  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 yet.  For your reference, details of the offer I reviewed appear below. I signed into April online and it still shows I owe $56.80. This could be timing as the online account does not appear to be real time which is not the best practice in todays technology. I can only see the last statement. I would like to keep this open until I can see that the balance is zero.
  
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 08/28/2024

  The billing representative has confirmed that the account has been credited and has a zero balance.

  Sincerely,
  Apria Healthcare LLC

• Initial Complaint

  Date:08/01/2024

  Type:Delivery 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.

  In may I reordered my bipap supplies. I never received them so I called Apria and received a tracking number. To this day it still says "shipping data received pending gls recipt scan". After many calls from my self, in June they agreed to send out another package, which I still have not received. And when I call they just keep saying order is pending and they can't help. I understand they were affected by the ********* outage but my issues began way before that happened.

  Business Response

  Date: 08/08/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team apologizes for the delay in processing. The correct supplies have been shipped to you (tracking# 1Z92R5620341778436).
  
  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:07/30/2024

  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.

  Apria provides C-pap supplies. My dispute is ******** & supplemental insurance paid in full the ******** approved amount. Both insurances reflect we do not have any balance due; however, Apria continues after numerous phone calls to resolve the issue to bill us & is now threatening "further collection action". There is no reasoning with them. This issue needs to be resolved.

  Business Response

  Date: 08/09/2024

  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 short paid the claim for the supplies received, we have requested that our ****** resubmit the claim for the unpaid portion if they will not resubmit the claim based on the low balance, we have asked for them to adjust the balance. 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 LLC

  Customer Answer

  Date: 08/09/2024

  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. 
  
  After a 3-way call with Apria billing (***), our insurance & myself (********************* - wife) we do not believe this claim is due to a shortage.  We have been told there was a price increase (following billing?).  Apria was paid exactly what ******** approved and said was due.  IF this is the result of a price increase or a shortage, the additional charge would need to be approved by ******** then sent to GTL.  I was told the charge would be sent for review and the balance "for today". which was July 30, will show $0.  *** could not give me any idea how long a review would take nor send me written confirmation of what she told me.  4 days later we received another call from Apria attempting to collect the $21.09 from us.  They are simply going to continue calling us until they turn us over to collection.  Our credit rating will prove we pay legitimate bills.  IF Apria has a legal claim, they will need to file a revised claim with ******** first.  I have called and requested to speak to a supervisor who was "on another line" and was suppose to call me back.  *****, the supervisor, has not returned my call and I left the message last Friday.  We have no reason to believe Apria is attempting to resolve this issue. 

  We are requesting this complaint remain open.   
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 08/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that Apria does not set the pricing for the supplies and or equipment our patients receive, pricing is based on the contracted rates set forth by the different insurance companies and Apria must bill according to the contracted rates, nor does Apria increase prices.
  As stated in our previous response we had sent for a review to be done by the ****** who works your secondary insurance as your primary payor paid their 80% of their allowable, based on the balance of the claim the ****** did adjust the balance of ***** leaving the February date of service at 0.00.
  
  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: 08/14/2024

  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,

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