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

  40 Sebethe Dr Cromwell, CT 06416

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:07/30/2024

  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.

  In February 2024 I got robocalls every day of the week Monday through Friday. The voicemail said, "This is ***************************** from Arstrat. Please call me back or any of my representatives at ************." I blocked the number which was ************ but still received a voicemail with same message. After 37 phone calls day after day the number was changed to ************ and I blocked that number but still received the same voicemail. I received 8 calls at that number as of July 21, 2024. I called the number ************ in April and they said to call Apria Healthcare. I had ordered CPAP supplies from them in 2020. Apria sent me an invoice which showed a zero balance. I called Arstrat and they said I owed $13. I said send me a bill. I have received no bill from them but continue to get robocalls. This is harassment. I received a letter in the mail around May from Apria Healthcare that said Apria Healthcare's accounts have been breached and I can get a free years worth of identity theft protection. I did not fill out the paperwork. I called Apria again on July 22, 2024 and said I received an invoice that showed a zero balance. They said they will send me more paperwork showing a $13 balance. When I ordered a CPAP machine through this company my insurance paid in full the machine before the end of the year. They continued to bill my credit card for the machine. They owed me money but I had no money to take them to court. I finally changed my credit card. This company is a rip off and now they say I owe them money. I will never deal with them again. I received paperwork in the mail from Apria with the exact same paper they sent me before and it showed a zero balance. I called them again on July 30, 2024 and they said they could not give me an itemized list showing where they billed my insurance company. But the person I talked to knew I had Praire States as my insurance. Why are they refusing to give me a statement showing they billed my insurance?

  Business Response

  Date: 08/02/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that this is in regard to supplies received on 7.30.2020, under this account we do not show where Apria billed for any rental equipment. The account shows where we made calls in 2020 & 2021 to advise you of the open balance of $13.15, the 10% your insurance did not cover. You should have received an explanation of benefits (EOB) from your insurance as well as statements from Apria showing your patient responsibility of $13.15. Apria billed your insurance on 7.30.2020 and payment was received on 10.16.2020. Due to the age of the invoice a billing statement is no longer available but you may request your EOB from your insurance if they still have it available. When payment was not received from you the balance was sent to collections on 9.19.2021, once it I sent to collections your account will show a current balance of zero dollars. Apria does not own or operate ARStat collection agency so we are unable to stop their collection efforts.    
  
  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: 08/03/2024

  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:07/29/2024

  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.

  Prior to the 2023 hospital discharge for *******************, the discharge planner contacted Apria Healthcare to provide a wheelchair to assist with her initial phase of rehabilitation. The family was given the contact information for Apria Healthcare after discharge and the family was informed by Apria that the insurance cariers were billed and the out of pocket cost would be $5.30 per month. The out of pocket costs were paid. At no time after the hospitalization nor at the time of returning the wheelchair to the local ********, ********** were we notified in writing or verbally that $445.91 was due. All of the billing statements and the receipt provided on the day the wheelchair was returned (6/19/2023) indicate a zero balance. Now, a year later we have received two collection notices from the ARstrat collection agency hired by Apria Healthcare. After receiving each collection notice we responded in writing to Apria and ARstrat without resolution. The statements and the receipt of return received from Apria Healthcare are attached.

  Business Response

  Date: 08/01/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that we made many attempts to your local office to confirm that the rental equipment had been returned when we did not get confirmation based on Apria policy the equipment was converted to sale. The ****** ******* & Rental Agreement (SSRA) we have on file does not show the rental equipment in question was returned and the one you provided is handwritten on the ***** Though we have not received confirmation that it was returned we have recalled balance from collections as a courtesy. Please allow ************************************************ that time frame please disregard any calls or statements you may receive & the collection agency will notify the credit bureau to have the credit report updated if reported. 
  
  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:07/29/2024

  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.

  I have two complaints about poor customer service. One issue involves lack of follow through when I received the wrong water chamber for my Cpap machine and the other was trying to get a new Cpap machine.I ordered and received the wrong water chamber for my Cpap machine from Apria Healthcare and I reported it on June 26. I was also billed for the wrong chamber. I was told by representatives when I called several times that it would take 10 - 14 days for me to receive email instructions to return and get credit for the wrong chamber. I NEVER received instructions to return the chamber and I ultimately returned it in person on July 26 when I picked up my new Cpap machine from the Concord Apria Healthcare Office. This was one month after getting the wrong chamber and being told I would receive instructions to return it that I never received.The second complaint involves making several calls to the ********************************** Office to get a new Cpap machine. I tried for over a week calling the local Apria Healthcare office in *********** and the lady who answers the phone is NOT customer service oriented. Even though I confirmed with my insurance provider that there is an authorization number approved for me to get a new Cpap machine, she told me she didn't see this information in my records. Every time I called the office, I waited approximately 15 - 20 minutes or more for someone to answer the phone. Twice, the call timed out and I was routed to voicemail and had to start all over again by calling back.After a week I STILL was not contacted by Apria to get a new Cpap machine even thought I spoke to ****, the Operations Manager. I finally called the ************** on July 22 and spoke with *********************** who had previously ordered supplies for me when I moved from Adapt Health to Apria in May. She made calls and got the information and authorization for me to get a new Cpap machine and I picked it up on Friday, July 26.

  Customer Answer

  Date: 08/05/2024

  I can't believe it took a week to acknowledge and submit my complaint to Apria Healthcare. In the past when I have submitted a BBB complaint, I received a response the same day within a short period of time after submitting my complaint.

  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 regarding the new CPAP order that was placed, Apria had difficulties in verifying in-network status of your insurance plan.  We received and entered a new CPAP order for you on 7/10/2024.  Aprias qualifications team called out to your insurance company on 7/11/2024 and they were informed that we are no longer a participant in their plan (call ref #************).  The local staff in *********** felt that this was a mistake, so we again called your insurance on 7/15/2024, but we were again told that Apria is out of network with your insurance (call ref #*************).  While we now know that this information was incorrect, we were acting in good faith on the information that we were provided.  On 7/19/2024 you requested for your order to be re-processed by Aprias Concord location, and they were able to verify your insurance successfully and provide you with a CPAP machine on 7/26/2024.
  
  The resupply escalation team has submitted to have the humidifier chamber 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 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,
  
  *****************************
  

  Customer Answer

  Date: 08/15/2024

  Re Complaint #********

  I submitted two complaints against Apria, one regarding the ********************************** Office not helping me to get a new Cpap machine and one about not getting return instructions for the water chamber. There is no reason why the ************** was able to process me getting a new Cpap machine in five days and the ********************************** Office claimed they were not able to process this request. Apria justified what happened instead of apologizing for the ****************** giving me the run around and not contacting me to let me know the status.

  Apria did not respond to my second complaint about me not getting instructions to return the wrong water chamber. I requested instructions to return it on June 26 and I did not get return instructions until after I filed this complaint with the BBB in early August. It should not take a month and a half to get instructions to return a water chamber when Apria sent me the wrong one in mid June.

  Business Response

  Date: 08/22/2024

  Resupply team has submitted for the June order to be adjusted from your account. Please be aware, this can take up to 4-6 weeks before completed.Lastly, you should no longer be receiving notifications about returning the incorrect supplies. 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: 08/22/2024

  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:07/27/2024

  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 rushed me into a contract over the phone for CPAP equipment, locking me into what I was told was a 6-month rent-to-own contract. After 6 months, still being charged the rental fee, I spent literally 2 months trying to get a response from their billing department, and ended up having to file a complaint with the BBB to get a response. Their customer service is non-existent, and they are clearly only after squeezing as much cash as they can out of people who are desperate. Apparently the contract was 12 months rent-to-own, despite what I was told (which I would never have agreed to, if this had been accurately represented up front). I have this information in writing from someone on their executive team now. Guess what? It is now month 13, and I am still getting charged the rental fee. I am still unable to reach anyone or get a response from their billing department. This is completely and utterly beyond unacceptable. I cannot delete my credit card information from their ePay website, and I am still getting sent a bill.

  Business Response

  Date: 07/30/2024

  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 contract for the rental equipment received is 12 months and stopped billing on 6.14.24, the statement you received is for the June date of service. Due to the issues you have encountered as a courtesy we are adjusting off the open balance of $52.02 which will leave the account with a current balance $0.00. We do sincerely apologize for the frustration you have endured.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 07/30/2024

  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. However, I have confirmation from the payment portal that the June payment was made, so there was no balance to be closed out as a "courtesy." 
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/23-Received email that I was due to order supplies and if my insurance didnt cover it, my credit card would be charged $80, so I ordered the equipment. 9/23 My credit card was charged $197. It was more than I was told, but accepted it. 10/24 -Over a month later, I received a bill from Care Centrix for $368 (in addition to the $197 already charged). Called Apria. They said it was a mistake and to call Care Centrix. *********** Centrix. They said that they would open an investigation. 11/24 Nothing happened. Never heard back from Care Centrix. Received another bill. 12/23 *********** Centrix again. They said they were allowed to bill me. Tried to return the equipment but because it was over 30 days I was told that I was not allowed even though I was not aware of the costs until after the 30 day return period. 1/24 Returned the equipment anyway via return receipt without a return label. 1/24 Apria said they should not have charged me back in August and refunded the $197. However, Care Centrix billed of $368 remained. 2/24 Received another bill from Care Centrix. Contacted Apria to ask if they received the equipment. The woman told me that it was a big facility and it could be anywhere. I returned it with return receipt, but name was not legible. 4/3/24- Radina -Nothing states here that Care Centrix handles your billing. ****** said there was no authorization for them to bill. Well take care of this for you. It was not your fault. (Hajr J -Care Centrix) Transferred to someone else. On hold for 45 minutes. She finally said it would be escalated to case management. Total time on call 2 hrs 15 min 4/5 Called Apria to confirm receipt of return. On hold 10 minutes. Call dropped. Called again. Spoke to ****** She said there is no paper trail of the return. She referred me to the local office *************). Spoke to ***** in local office who sent me back to the billing department. 6/24 received a bill from a collection agency twice.

  Business Response

  Date: 08/06/2024

  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 billed the patient in error for equipment received and we have sent a request to your insurance to cease billing for supplies that you stated were returned.Your account with ********************** has a zero balance and we do not have any record of Apria sending your account to collections, please contact your insurance company regarding the letters received. We do sincerely apologize for the errors that occurred on your account 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

• Initial Complaint

  Date:07/25/2024

  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.

  BBB, I wanted to inform you that Apria has retaliated against me for filing a BBB complaint# ********. In January of 2024, I received a bill showing a statement credit from Apria due to my BBB complaint and it should show a $0 balance. Come to find out Apria now says I owe them $171.40 from a 9/16/2022 claim! I called my health insurance Aetna and they stated they never received a bill from Apria for $171.40 and that Apria should not have sent this bill to me as that's a violation of there contract and also this should be illegal because I have health insurance and they should've billed my insurance back in September 2022 not bill me directly. The ****************** her superiors of this and I sent ***** the bill showing the $171.40 claim from 2022. Aetna and myself got on a 3 way call to speak to Apria billing and wow were they rude! Long story short, the reps from Apria spoke over me and ***** rep(s) saying I owe Apria money and that I signed a disclosure stating I have to pay what my insurance doesn't cover and that there going to put me into collections. Mind you, they sent me a bill that's over 2 years old. I ended up paying the $171.40 just so I wont end up in collections while ***** investigates (which took months). On May 2nd, 2024 Aetna and Apria resolved everything and Aetna processed the claim and sent Apria a check for the 9/16/2022 bill ******* ***************). Now that ***** paid the claim, Apria owes me a refund. I called Apria on 6/25/24 to issue me a refund of $101.50 and they said they'll process it and send me a check. Today, July 25th, 2024 no check arrived. I called Apria and they said the refund was approved but the checked was never cut. All I want is my money back and due to the stress I had to deal with for this mess since January with all the back and forth, I want Apria to expedite and overnight my refund check as I'm done waiting. Apria, we can settle this like adults and send me my money or do we need to take this matter to court?

  Business Response

  Date: 07/30/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that you filed two previous Better Business Bureau complaints in January 2024 and they were closed. Apria Healthcare does not retaliate when a patient submits a complaint whether it is a corporate, Better Business Bureau or to the insurance company as it is a patient right to do so. Apria submitted the claim from 9.16.2022 and it was originally denied on 10.6.2022 & 11.17.2022 then Apria resubmitted the claim and your insurance denied again on 5.8.2024 then paid the claim on 5.10.2024. A refund was processed and approved but due to an internal error the refund was not processed, we have received approval to expediate your refund to the amount of $101.50 and should be sent out tomorrow 7.31.24. We apologize for the frustration this may have caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  Sincerely,
  Apria Healthcare LLC

  Customer Answer

  Date: 07/30/2024

  Hi,

  My concern is that there saying I filed 2 BBB complaints in January but I only did one complaint and this bill was absolutely in retaliation to that January 2024 BBB complaint. They say it was denied in September and November of 2022 but why didn't they reach out and send the bill then? They instead sent to me RIGHT AFTER I did the BBB complaint in January 2024. 

   

  *******

• Initial Complaint

  Date:07/25/2024

  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.

  Today, July 25, Apria called ** to collect my money. I just paid over 300 to Apria from my FSA. I got a bill two weeks ago with a zero balance. Today, I was trying to order supplies, and they said I have a past-due balance, so they are sending me to collections. I am providing the bill with this email to show that the Apria is full of it, and I want my supplies to stop harassing me for more money since I owe them zero and my machine is faulty. I told them I had clicking noises. And the machine had not been replaced either. I am very disappointed by such horrible service and disrespect.

  Business Response

  Date: 08/01/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that Apria called you July 25, 2024 to get updated insurance information as your insurance was showing inactive. We received payment of $215.69 June 25, 2024, which applied $23.07 to bipap rental April 11, 2024 and $192.62 to supplies May 6, 2024 creating a zero balance.Upon receiving payment, there were claims pending insurance and have now billed copays for the bipap rental dates May 11, 2024-July 11, 2024, with total balance of $69.21 and also collections of $24.94 which does not reflect on ongoing statements. Unfortunately, supplies are not shipped while there are outstanding balances on the account. An ********************** representative spoke with you July 30, 2024,to get assistance with your bipap issues, in which you opted to call back at a later time. 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 LLC

• Initial Complaint

  Date:07/25/2024

  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 bought an Inogen G5 bundle from ApriaDirect on 12/21/23. I paid ********. Including an extended warranty. Invoice number ********** for order number **********.I traveled to ********* mid April and was heading back to **********, **. I started getting alarms and warning from the unit. I stopped at the Apria healthcare store in ***********, **. They gave me a loaner. I was in contact with the Apria store in **********, ***, so they were aware of the loaner and problems with my unit. I was not as diligent contacting Apria Direct as I had a family medical crisis and have been out of town frequently since the beginning of May.I did place several calls to Apria direct though during the month of May. I did not get a resolution. Long waits( over 30 mins) on phone calls. I had been told by a customer service representative that it was not Apria problem, and I needed to contact Inogen. More lost time trying to contact Inogen ( more long customer ( Not their problemnot their warranty. Well fix it, but youll pay for it). More calls to Apria..l finally, someone helped. I spoke to a woman in ******** who set up to have my machine sent back to Apria, however on the date she setup I was leaving town. We arranged for me to take drop it off at the Apria store in **********. Now Im traveling with a loaner and am in ***** for the weekend when I accidentally drop the unit on the floor and it malfunctions! I am 8 hours from home! The Apria store in ***** was amazing and set me up with another loaner.Once again I start contacting Apria on when I can expect a replacement machine. Phone calls, texts, e-mails. The company keeps sending me emails on shipping the unit back to them. I give them tracking numbers, dates, and nothing.Tracking number:275816222998. Received in ************ in 6/14, 2024.I am tired of this. I want a dependable machine. Do not want to have anything to do with Apria. Help me get a refund, please

  Business Response

  Date: 08/14/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the customer owned portable concentrator was mistakenly sent to the Apria ************* instead of ApriaDirect for warranty repair by the local (Rapid City, SD)branch.  The unit has been located,repaired & is being overnighted to the patient for delivery on Thursday,August 15th. The customer has been notified by ****************************.
  
  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:07/24/2024

  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.

  Saw my doctor in Nov. 2023; she prescribed me a CPAP machine from Apria. I was told it would be covered by insurance. In Jan. 2024, I received a bill from Apria for $360.78. I paid it thinking it was my portion of charges not covered by insurance. The bill stated Your insurance has been billed. This is the amount you owe. and Has my insurance been billed? Yes. In ************ 2024, I received two more bills from Apria and began to question why I was receiving more bills after already having paid them. Both bills state Your insurance has been billed. This is the amount you owe. and Has my insurance been billed? Yes. When I called Apria, I was notified for the FIRST time that the machine was not covered by my insurance at all. They also stated they put me on a rental plan for the machine, without ever informing me or having me agree or sign any document/contract. I stated I was never told and don't agree to this and wanted to return the machine. The rep stated that once the machine was returned, my account would be zeroed out.In May 2024, I returned the machine without ever having used it (brand new). Despite this, I am still receiving bills. I have called Apria numerous times to speak to a rep but no rep has been willing to assist me. I spoke to a local office and was told a general manager would call me and they never did. This company is so unprofessional and fraudulent. They prey on patients and don't make necessary disclosures. I refuse to pay Apria more money when I dont even have the machine in my possession and their overall lack of transparency. I demand they (1) clear or zero out all balances from my account and (2) return my rental money/payments already paid when I never agreed to renting this machine. In addition to seeking legal recourse, I reserve the right to complain to appropriate state and federal agencies, including the attorney general, in the event Apria continues to fail to address my concerns.

  Business Response

  Date: 07/29/2024

  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 and supplies on December 27, 2023. The machine was a ten-month rental which is based on the contract agreement with Apria and your insurance. Due to the machine being a rental, it bills as long as you have it in your possession.Your insurance applied deductible in which claims came back as patient responsibility after return of equipment. However, there is no signed sales and rental agreement on file, therefore we have reversed all payments made in the amount of $421.59 to refund you and adjusted all invoices. We believe all appropriate steps have been taken to resolve this matter and apologize for the 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 LLC

  Customer Answer

  Date: 07/30/2024

  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:07/24/2024

  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.

  3 dates 5/24/24 $ ***** - 5/24/24 $ ***** - 6/25/24 $ ***** total $ ******these are chargers for a rental of a wheel chair that I never received it was suppose to be drop off to the medical center ********************************** ************************************** I never received it so I had to buy my own wheel chair later a few days the center call me and said Apria had drop off the chair and I instructed then to send it back I did not need it I had already purchased my own also I have call Apria 3 time to stop charging my account every month for something I don't have they told me they would but they are still trying to charge me again.

  Business Response

  Date: 08/07/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that Wheelchair order was received 5/12/24 at Apria with request from members wife to deliver to rehab facility, wheelchair was delivered to facility 5/13/24 and signed delivery ticket obtained. On 5/16/24 a pickup request was called in from the facility stating the wheelchair was declined by member. The pickup was not completed and caused the mentioned copays to be charged to member. We apologize for this inconvenience and have processed refund for the three payments paid totaling to $142.09. We have also placed the wheelchair in pickup status and are working with the facility to pick up the wheelchair. We spoke to member on 8/5 to give this information and apologize for the inconvenience, we called wife to apologize as well and left message. We have also brought this matter to branch attention to utilize as a training opportunity to prevent future issues. Thank you to the member for bringing this matter to our attention.
  
  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