Business Profile

Health Care

Apria

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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.
365 complaints closed in the last 12 months.

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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:07/22/2024
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.
On April 11, 2024, my FSA Administrator issues a check for $673.11 based on an amount I was originally given as the cost of my APAP equipment for sleep apnea. Apria deposited the check into their PNC bank account on 4/24/2024. Apria continues to bill me for the equipment that was paid for in full. I have sent numerous emails, made weekly phone calls. The emails are responded to saying "we will resolve the issue". The phone calls involve me being put on hold for more than an hour each time, only to be a) told I will be called back and that never happens or b) after an hour or so, the call will be disconnected. More than 90 days have passed since the equipment was paid for in full. Apria refuses to resolve the issue, avoids giving me explanation, answers, or solutions.
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 general manager confirmed that The payment was received and was applied in error to an incorrect account. We have identified the issue and initiated the payment to be applied to your account and initiated refund for any money that is owed. We are providing coaching and education to the representatives involved to eliminate a preventative issue as such from happening again as well as improve the experience for patients for a timely resolve of any matter. We 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
Initial Complaint
Date:07/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an appointment with Apria on July 19, ************************************************************************************************************************************** for it. No one from Apria showed up or phoned us to tell us why they never came. This has to be picked up by them because I do not have the ability to take it myself to a drop-off location
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 Oxygen equipment was picked up 7/22/24 and billing stopped when the pickup order was created 6/24/24. We spoke to the member on 8/2/24 to apologize for the misunderstanding and advise billing stopped as of 6/24/24, we had to leave a message. We called on 7/2/24 and left a message to schedule pickup for 7/8, we attempted to pick up on 7/8 and left a door tag due to no answer, we left messages on 7/9/24 and 7/15/24 to reschedule pickup, 7/15/24 a text message was sent to member to note of pickup attempt scheduled for 7/16/24. On 7/16/24 we called to schedule a pickup for the day and no answer, so no attempt was made. On 7/17/24 and 7/18/24 we called and left a message to schedule pickup and had to leave a message.We attempted to pick up on 7/22/24 and were able to pick up the equipment, and the members son signed the pickup ticket. We checked with the branch, no pickup was scheduled or attempted on 7/19/24. There may have been a misunderstanding in the messages about the pickup date. As of today, the equipment has been picked up and billing was stopped on 6/24/24.

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:07/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been dealing with their customers service and nobody can tell when they are going to send right mask . I am supposed to get new one every month last time when I got one was when I went to their local **************** / Warehouse back in April. In June replacement mask was delivered to wrong address and wrong mask too. I went local office in ******* was put on phone with customer service and told we will send out correct one and send email to return wrong one . Today head gear was delivered and it was wrong one again . I went to ********* office and nice lady behind desk tried to help spoke to refill department said they would work on it still no mask for my CPAP . My machine is not working because.my mask needs to be changed and health is being effected . I need CPAP supplies the correct one ASPA .
Business Response
Date: 07/24/2024
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. Your correct supplies have been processed and were shipped to you on July 22nd. 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: 07/24/2024
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. 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:07/20/2024
Type:Billing 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've had Apria for two years never had a problem with billing on my oxygen, concentrator or portable oxygen. July of 2023, I recvd a CPAP machine. I've paid every month on my account. NEVER missed a payment, I have all the payments and proof, they were applied or cashed. I started having billing issues a few months ago. When I called, they kept telling me, I was three months behind, this is not possible, regardless of me asking them to recheck this. I was told sometimes it takes a month to apply the payment ? I couldn't understand that. As, I do understand it's a month delayed billing, they have received all my payments, and refuse to listen to me and tell me why they are trying to collect money I've already paid. It's disturbing, these humans are like robots and it seems, they just run on a script, rather then try to find and adjust the problem. My insurance called them, in less then two weeks we were given 3 different amounts, they claim is owed. My cpap will be paid after the August payment and I will own it free and clear. I DO NOT want continued problems with them telling me I owe. I've checked my bank records and their billing several times and have asked them to do the same. They continue to tell me, I'm three months behind. I'd like this resolved, before I change suppliers. I want no issues with my cpap machine or constantly being contacted for pays I don't owe
Business Response
Date: 07/24/2024
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 have prepared a statement and we have mailed to your home address, it includes dates of service from 7.18.23 to 7.18.24 and includes all your current rental equipment as well as supplies received on 7.18.23. A copy of this statement has also been placed in your file in case you should have any questions once you receive. We do sincerely apologize for any frustration you may have encountered.

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: 07/25/2024
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. Reason being. This is the response I get from them all the time. It doesn't show my payments and resolves nothing.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*************************
Initial Complaint
Date:07/18/2024
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 have been trying for 3 days to order supplies. I have left 3 messages and sent an email to Apria.com. I can't order online because I don't have my customer ID or number that it is asking for. I have never had such bad service from any company in my life. The voicemail message at Apria states they will return a call within 2 hours if you call during the day. Obviously that never happened any of the times I called. I expect to be called back since I am a customer trying to order supplies. I will have to call corporate if no one bothers to return my call.
Business Response
Date: 07/24/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the local branch was contacted not the National Resupply team. An email has been sent to the patient with the correct contact details for placing a new order. We are sorry 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: 07/24/2024
Thank you for your email. The company emailed me back but did not give me the number I need to order supplies. I also asked them for my cost after insurance but can't get them to respond.
Customer Answer
Date: 07/25/2024
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.]
Thank you for your email. The company emailed me back but did not give me the number I need to order supplies. I also asked them for my cost after insurance but can't get them to respond.

Regards,

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

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 email sent to you included the phone number to contact Apria *************). In regards to the cost of your supplies, youll need to contact Care Centrix for that detail 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 LLC
Customer Answer
Date: 08/05/2024
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.]
This is the phone number I have called many times and can't get anyone to answer. I hold for a very long time. I have left several voicemails asking to please have someone call me so I can get all the account information which I need to order supplies. No one ever returns my call. I was sent the incorrect account information. Can't you email me all of the account information since no one bothers to return my call? I have never had such a bad experience with a company. I wish I would never have gotten involved with Apria!!!!!

Regards,

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

Business Response
Date: 08/05/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Resupply team has left a voicemail with our correct contact information *************) on August 5th. An email has also been sent to you with this information on July 23rd and 26th; the ************ phone number does not have voicemail as youll speak directly to an individual.

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:07/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Apria Healthcare for a while and had a unpleasant experience with them last week. My package with my cpape supplies was totally damaged, and the top was wide open. I do not want the supplies in there because of the way it arrived. I was told by a male last week at Apria that I would get a prepaid label in a day or two to send the package back. He lied bc I never got it. I called today and spoke to a woman named ****. She said she would get a supervisor for me and put me on hold. Another woman answered and asked me questions from the beginning as if it was a new call. Alot of people are rude and speak over me and I do not appreciate that. I spoke to ******** today who was not a supervisor. I guess they don't know what a supervisor is. She said she's in the escalation department. I was not satisfied. Another one who talks over you. I had no issues with this company until last week. No supervisor ever called me back as per my request. I dont like to be lied to like the man told me I would get a prepaid return label. I hope this company gets new staff because it seems they dont know how to treat a customer. I offered to send pictures of the damaged package but no one wanted ,. Isnt that strange?
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 National Sleep Resupply team apologizes for the delay in processing. Weve reached out to our supplier to have a new order shipped to you; once the order is shipped, you should receive an email with tracking details. We apologize for any inconvenience this delay 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: 08/02/2024
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.] It takes so long to get my order, (I got it after waiting almost a month) and the company used to be really good. I recently asked them about an item that I was supposed to get with my recent order, and it wasn't included so I had to call again for this one item, and they said it may take a while...for one small item that I can get in the store??????? My insurance covers everything so I'm not buying it. I don't know what is happening with this company. I called recently and had asked for a supervisor and was refused! Since when is a customer not allowed to speak to a supervisor? She was nasty and seemed like she didn't care. She should find a job elsewhere. Very nasty woman. I did not get her name. I was told they would pull the call but not sure if they did.

Regards,

*******************
Customer Answer
Date: 10/28/2024
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 a customer of ********************** Cpap Supplies. I recently got the wrong items again that I ordered. When I placed my order a few weeks ago, I told them exactly what I needed and again I got the wrong cpap items. This has happened twice already and I don't know why the company can't get things done the right way. It's very annoying and I will take my business elsewhere if this happens again. They seem to be unreliable, and don't have good customer service. When they get the order wrong, it makes me wait for another order that has to be sent to me. Very unprofessional.

Regards,

**** *****

Business Response
Date: 10/30/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the order has been corrected. We do apologize for the incorrect supplies originally being sent. A review is being performed to find the root cause of this error and appropriate coaching will be completed upon completion of this review.

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: 10/30/2024
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.] This is the 2nd time this happened. When I placed the order on the phone before it was shipped out, they repeated what I requested, and it was correct, but I still received the wrong items. I am considering another company to do business with. It's annoying to get the wrong order twice even though it was corrected, I had to wait for the correct order and that is stressful.

Regards,

**** *****
Business Response
Date: 10/30/2024
I agree, this situation was stressful. We apologize for the frustration. A review is being performed to find the root cause of this error and appropriate coaching will be completed upon completion of this review.

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:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to have a mask for my CPAP machine replaced. I recently had a HEART ATTACK on February 4th 2024 and the DR's put me on a CPAP to prevent any further problems. Apria sent me the wrong mask inserts for my mask and I have been calling for the approximate last 8 weeks to have them replaced. Every time I call they state that they will ship me the right ones and will send me a txt/email on how to send the new wrong ones back. Spoke to ****, who was supposed to be a supervisor ans she said that she would look into it and get back to me and I called a week later again to get and update and to speak to her or another supervisor and they said that they couldn't do that. To date of this writing, I have a mask that STILL doesn't fit right. This company is playing WITH DEATH.
Business Response
Date: 07/24/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the correct mask and cushions were shipped on July 13th via ***** The return of the incorrect supplies was completed on July 12th. We apologize for any frustration this error 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:07/16/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apria Healthcare, is a 1.6 billion dollar company which operates a medical device rental company for 2 million patients annually. I've been renting a medical device from ********************** since March 2023, and I began renting with them with the understanding that the $1,124.61 cost of my device was to be paid off with monthly installments paid by myself, and with a small portion paid by my insurance (<25%). For a while, my insurance was paying a small fraction of my monthly installments, but when I lost insurance, Apria Healthcare became very eager to get a new insurance provider on record and called me multiple times to collect that information. At that time I was not informed of the impacts of giving them this information, but I held off. When I investigated how adding a new insurance provider would affect the remaining balance for the device, I was shocked to discover that a change of insurance would cause the entire balance to reset. Even though I had paid Apria directly for a majority of the installments on the device, the remaining balance would reset with a change of insurance, and I would owe those payments all over again. This business practice is unfair because they are not using insurance as it is intended: a financial tool to supplement healthcare costs. Instead, they exploit the insurance rate negotiation process to reset the amount required to pay down the cost of the device, despite the customer having paid a majority of each monthly installment, with only a small supplement paid by insurance. If they have negotiated a price for the device with my first ******************** company, then they have already established its fair market value. They then offer to sell the device to me directly by subtracting the installments paid by me and my first insurance provider from this negotiated rate. To omit paid installments to the remaining balance when I add a new insurance provider seems fraudulent.
Business Response
Date: 07/23/2024
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 your previous insurance was a 10-month rental, eight payments were received when you moved the equipment was transferred to your new office that would be servicing you based on your address. Apria attempted to get the new insurance and you declined to provide, Apria is entitled to receive the full payment for the rental equipment that was provided. Apria was not able to obtain the new insurance and the representative added self-pay and the rental started over. As a courtesy we have adjusted off the February through July 2024 and will adjust down the January date of service to $80.20 which is equal to the two payments not paid by the previous insurance. We have also converted the equipment to purchase and now belongs to you. When insurance changes the new insurance does not know and the provider has no way to inform the new insurance that the equipment was rented previously by another insurance, billing to the new insurance is only done IF the equipment has not met purchase price and the rental starts over.

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:07/16/2024
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.
I paid for a medical device my doctor prescribed and put it on my FSA card. I have begged Apria for an itemized receipt and they continue to promise but will not deliver. I need an itemized receipt for $130.46 and while i have asked repeatedly they will not respond. This should be standard practice for a medical device, and is the law in my state (**********). Their website also seems to be malfunctioning so I can't access my account or register one. I am not sure what else to do, I just need the receipt and I do not want Apria charging the card i gave them for montly payments.
Business Response
Date: 07/18/2024
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 of today 7.18.24 that the payment made on 7.12.24 has not posted to your Apria account, payments can take 7-10 business days to process and post to your account. We realize that the charge may have already been posted to your credit card, payments are processed and posted to your Apria account by PNC Bank. Since you are new to Apria and just received your equipment on 7.12.24 that is why you are unable to create an account on the online bill/EPAY system, you must wait 30 days to create an account ********************** provides a billing statement whenever there is an open balance on the account,in the future please call ************ and request a flex statement as these are not created automatically and are individually prepared & provided per patient request. We found one request for the itemized receipt and that was on 7.16.24 just 4 days after you received your equipment, a flex statement cannot be prepared till your payment post to your account once it has posted a flex statement (which is approved by most HSA/FSAs) will be prepared and mailed to the address we have on file. We have also removed the credit card that you had on file to avoid it being used for any monthly charges.

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: 07/18/2024
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.

Apria should make this policy and process clear. It is irregular and not listed on their website or materials, and given this is a medical device this should be considered a standard request.
Regards,
*******************************
Initial Complaint
Date:07/16/2024
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 purchased an Oxlife Liberty portable oxygen concentrator for my father on 6/26/24. The product arrived on 7/6/24. When we opened the box, the product was extremely heavy, too much for my very ill and weak father to carry. This was the alternative device to what I had originally ordered (Inogen G4 Portable oxygen concentrator) on 6/21/24. After not receiving that product, I contacted the company who informed me the item was on backorder. They recommended the Oxlife product as a comparable machine, including the compact size and light weight of the Inogen model. It is not at all comparable. My 85 year old father is dependent on oxygen therapy around-the-clock and this issue has caused him a significant amount of stress. He is on a fixed income and cannot afford to purchase a new machine until the poor replacement, Oxlife is refunded.The company has not responded to my request for a refund. I have submitted the online return form multiple times, tried calling multiple times. used the "live" chat multiple times and emailed the company. It is virtually impossible to speak to a live agent. The unit was never used and all of the original packaging is intact. Any support you could provide in assisting us in getting this product returned and refund issue would be greatly appreciated. Thank you in advance for any guidance with this issue.
Business Response
Date: 07/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that return was approved & instructions were provided to customer on Tuesday, July 16th.

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

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