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.

If you've experienced an issue

Submit a Complaint

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:07/15/2024
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.
Three weeks ago, I called apria to get a new mask because the current mask was creating a pressure wound on my mother's nose. She has just had surgery and was receiving radiation. She could not wear her CPAP mask because of the pressure wound. It was critical that she get a new mask to ensure she was getting proper oxygen at night. A respiratory therapist stated that she needed a new mask -- either a Resmed F30 small or a resmed f40 medium cushion with standard headgear. I called and spoke with a manager who approved an override to send the mask in 10 business days or less IT HAS BEEN OVER THREE WEEKS AND the new MASK AND HEADGEAR HAS BEEN SENT. Instead some incompetent employee sent the OLD headgear.I called again last week and spoke to the same manager. She apologized for the error and stated that I would receive the new mask and headger within the week IT IS A WEEK LATER AND NOTHING HAS BEEN SENT I AM FILING A FORMAL COMPLAINT WITH ******** I SPENT 45 MINTUES ON HOLD THIS MORNING AND ANOTHER INCO,MPETENT APRIA EMPOLYEE HUNG UP ON THE CALL. i ASKED FOR THE MANAGER -- shian sdilwo1 *********** 2,1 apria ID escalation team apria, shian approved f30 AND SHE REFUSED TO TRANSFER ME. INSTEAD SHE DISCONNECT THE CALL THIS IS A MATTER OF LIFE AND DEATH. IT HAS BEEN TWO MONTHS THAT MY 92 YEAR OLD MOTHER HAS NOT BEEN ABLE TO WEAR HER CPAP MACHINE I called a week ago and again spoke to the same manager. S
Business Response
Date: 07/16/2024
Thank you for taking the time to bring your concerns to our attention. Unfortunately, we need your mother's information in order to investigate and address your concern. Please provide your mother's name and address, date of birth or her Apria account number. Thank you for your assistance.
Customer Answer
Date: 07/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No resolution was offered
Name is ***********************
04-02-1932

****************************; 94501

We were never given an apria acct number

Regards,

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

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 were shipped on July 22nd via GSO (tracking# ****************). 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: 07/25/2024
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.

I spoke to ***** earlier this week. She said we should have the supplies by yesterday. No supplies have been received
It has been SIX WEEKS

Regards,

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

Customer Answer
Date: 07/26/2024
It has been SIX WEEKS.
***** told me that we would receive the headgear and supplies on Weds July 24. Even tho she told me it was expedited two weeks ago, it was never sent!!!!
There are two shipments. NEITHER HAVE been received as of July 26.
One of them has not even been received by **** --see below. It has been stuck in ****** for over two days. **** has not received the item. We are in **********!

WHAT IS WRONG WITH APRIA?
A 92 YEAR OLD WOMAN WHO IS UNDERGOING RADIATION TREATMENT (HEAD AND NECK) HAS NOT BEEN ABLE TO USE HER CPAP MACHINE FOR FOUR MONTHS BECAUSE IT CREATES PRESSURE WOUNDs.
WHAT IS WRONG WITH APRIA??????? This needs to be overnighted NOW

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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. The first order was shipped via **** (tracking# **************************) and the second order was shipped via GLS (tracking# ****************).

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: 08/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I thank the BBB for their assistance with this matter. I did finally receive the mask ONE MONTH after the original date that Apria told me I would receive it. This is for a 92 year old who had major surgery on her mouth and has not been able to use her CPAP for FOUR MONTHS. How can a company do this to a 92 year old who had major surgery and just spent 6 weeks in radiation?
This is not a company that cares

Regards,

***********************
Initial Complaint
Date:07/14/2024
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.
First issue: On June 12, 2024, Apria sent me a CPAP device but included the wrong hose. I called them immediately to notify them of the issue and they said that they would send the correct hose within 10 business days. It's been over one month and despite numerous calls to Apria and their promises that the correct hose is being processed, I have never received it. Second issue: Apria has been autoshipping my supplies to my home for several years. They recently shipped an order on July 8, 2024. I did not receive this order. On July 13, 2024, I called to inquire and was given a tracking number (**************************) that shows that it was delivered to their own office on July 12, 2024. Apria delivered my supplies to another office of Apria!!! The level of incompetence is astounding. When I asked to speak with a supervisor, I was told that none was available and that I would receive a call from a supervisor. I never did. I no longer thing Apria is a company that I want to do business with and it is time to move on.
Business Response
Date: 07/24/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, due to the change in the unit, the wrong tubing was supplied. Apria has updated our records and sent you the correct supplies. We apologize for any frustration this has caused you.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 07/24/2024
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:07/12/2024
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.
Ordered a mask from Apria - they sent the wrong one. I called and was told 7 to 10 days I would get an email with the return label and the correct order would be shipped. It's been 5 weeks and keep getting told wait another week. All while getting billed. Talked to multitude of people and everyone tells me something different. It's been escalated, we will call you back tomorrow, it's been 2 weeks, Oh it's takes up to 14 business days (On business day 15), I've had reps laugh at me because I said I don't want to be charged for the wrong thing. I've had snide comments - so you want me to jump you ahead of the thousands of other people. Oh billing knows about the issue, but no one is willing to send me anything that says my bill is on hold only that it is due. When pressed they say billing knows about it.
Business Response
Date: 07/17/2024
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 date of service 6.14.2024 for the incorrect supplies received has been adjusted in the amount of $189.58. The correct supplies were shipped on 7.13.2024 and the claim has been submitted to your insurance company and you will receive a statement for your coinsurance. Though billing does not process orders for supplies we have been told there has been issues with the resupply team being able to process orders so we do sincerely apologize for the delay.

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:07/11/2024
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.
My daughter was diagnosed with Diffuse Midline Glioma(DMG) cancer, to which there is no cure. She has endured 2 rounds of daily radiation, each 6 weeks long. She was given about a year to live 1 year ago. She is not doing well. She went from a vibrant, active young lady, to a quadriplegic over the past year.We received a wheelchair from Apria early on during the first round of radiation. My insurance coverage for this item is 100%, and Apria is an in network provider, so my liability is 0%. The wheelchair has a value of under $200. Unfortunately, my insurance allowed them to rent-to-own it starting last August. Every month, Apria has billed the amount of $192.19, and my insurance paid $25.72 after their contracted discount of $166.47. Apria then began billing me $5.14 monthly. I paid the first one figuring that there was some kind of co-insurance or something that was messed up, but didnt want to deal with it because of the situation we were in, so I paid it to make it go away. When they kept billing me monthly, I contacted my insurance company to find out what was going on. My insurance company assured me that I have 0 liability in the matter and that they would take care of it. My insurance company informed me that it was taken care of, but Apria continued to bill me and begin threatening me with collections...over $20. After multiple calls to Apria and my insurance, i was told multiple times that I dont have any liability in the matter, and that the billing would stop, but it has not.I waited until June 2024 when it appeared that the rent-to-own was satisfied, and again, in the interest of not wasting precious time on the phone, I paid the $51.45 Apria said I owed just to make it go away. But I was wrong.Apria tried to tell me that my insurance changed, so the rent-to-own started over. My insurance has not changed. Same company, same policy. Apria said that they're going to contact my insurance and take care of it, but I am done with their lies and scams.
Business Response
Date: 07/12/2024
Thank you for taking the time to bring your concerns to our attention. Unfortunately, we need information about your daughter in order to address your concerns. If you could provide us with her name and address or date of birth we can respond to your concerns.
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.
Customer Answer
Date: 07/12/2024
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.

Apria requested name, address and DOB for my daughter in order to be able to look into the issue. I have attached the info they requested in PDF form.

Regards,

*************************
Business Response
Date: 07/17/2024
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 billing should have stopped since it was the same payor but our system did not automatically convert the equipment to sale and it continued to bill. The payments made beyond the purchase price and the coinsurance paid in error have been reversed and a refund of $66.90 has been requested, we have also manually converted the equipment to sale and it now belongs to you. The account has a current balance of $0.00 and all collection activity will cease. We do sincerely apologize for the errors that occurred and the misinformation you received. Please allow 7-10 business days for the refund to be processed and approved and a check mailed to the address we have on file.

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: 07/27/2024
Sorry to see that you closed this case. I was waiting to see if Apria was actually going to follow through on anything they said they were going to do. They have never stuck to what they claimed they were going to do, so I was waiting to see any proof. That is why I did not respond right away.
I still have not seen any proof that they have followed through, and no, I am not satisfied with Apria's empty words.
***
Initial Complaint
Date:07/09/2024
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.
This problem has occurred several times over the last few years. Every January I pay my $200 deductible for new CPAP supplies and then when I try to reorder a few months later I am told I have to pay my deductible despite it already being paid. I have found several instances of Apria double billing and double collecting money from both me and my health insurance provider. Ive had several conference calls with apria and my health insurance company to provide proof that they are double billing and each time apria looses the call or has technical issues. This problem has happened AGAIN. I have once again paid my insurance deductible in full and apria is refusing to provide me with medical supplies unless I pay a fee that I have already paid. I have provided proof of payment. I am also being denied the opportunity to speak with a supervisor in the billing department. Considering this problem continues to occur and there are so many other complaints here with similar issues, perhaps it is time to take legal action since who know what health problems Im developing with old, moldy Cpap supplies that apria refuses to replace.
Business Response
Date: 07/12/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that based on the explanation of benefits received from your insurance for the 1.23.24 date of service your insurance applied to your ****************** the amount of $80.89 since this is a Patient Responsibility (PR) denial, Apria is unable to appeal the claim but the insured can. Apria received partial payment for the order for the supplies received. We understand you are stating you paid your deductible upfront but depending on when our claim was submitted &deductible payment was made and applied is how claims will be paid and or denied. May we suggest that in the future prior to ordering supplies contact your insurance company to confirm that the deductible payment has been applied as Apria verifies insurance coverage each time orders are placed. On 7.9.24 you called in to order supplies, our representative advised you of the balance on the account and you requested the order be cancelled, it does not appear that our representative refused to take your order or demanded payment prior to shipping your requested supplies only advised you of the balance. Per comments after speaking to a lead the order was processed and will ship on 7.23.24. In regard to the moldy supplies, we can request that a respiratory therapist contact you to discuss proper cleaning procedures for the supplies you receive or you can obtain that information online.

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:07/09/2024
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 have returned my OPP machine, and they keep trying to bill me after my machines been returned. It was returned on.4,5,24 They keep sending me bills after that date
Business Response
Date: 07/16/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the dates of service you are receiving statements for are prior to the return of the equipment. You received the equipment on 10/11/2023 and returned on 4/5/2024, the open invoices are for 10/11/2023 & 11/11/2023, currently those claims have been resubmitted to your insurance on 7/15/2024 and included the documentation the insurance requested, Apria has submitted the documentation to your insurance previously and on more than one occasion. Please allow your insurance approximately 30 days to review and make their decision, in the meantime we will reclass the balance to the insurance to avoid any further collection activity while your insurance does their 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: 08/03/2024
I would just like to thank you for taking the time out to help me resolve this matter and Im currently waiting on a response from the insurance company
Initial Complaint
Date:07/09/2024
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 received a cpap from apria in april/may 2024. i am entitled to supplies every two months from this company. i never received any. i called and i was sent two face masks, no filters. i called and they told me they shipped. i called again and was told they were in the post office since june21. that means they lost them. i was told they would ship me two more. then i get a call saying they need more documentation from my doctor before they will ship. that is bogus and they had authorization form my pulmonologist to even send the cpap. without the filter my health can be jeaopardized by breathing dirty air. they still have not shipped my filters. i am also going to complain to ******** who is paying them monthly for this cpap
Business Response
Date: 07/16/2024
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 should be shipped to you today, July 12th.

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: 07/16/2024
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. i received the supplies in question. thank you so much for reaching out to apria for me.

Regards,
***************************
Initial Complaint
Date:07/08/2024
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 am a Social Worker in a rehab facility and discharged a patient home on 6/23. I ordered a wheelchair for him from Apria and it should have been delivered 6/24. They messaged me that they needed more information, which I sent same day. On 6/25 they said it was scheduled for delivery. Thursday, 6/27/24 my patient still does not have his wheelchair and the customer service managers wouldn't get on the phone or return my call/message. A customer service technician said she would reach out to the ********* location to get the chair delivered. Today, 6/28, the wheelchair still isn't delivered.
Business Response
Date: 07/11/2024
Thank you for taking the time to bring your concerns to our attention. Unfortunately, we need patient information in order to address your concerns. If you could provide us with the patient's name and address or date of birth we can respond to your concerns.
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.
Initial Complaint
Date:07/07/2024
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.
ordered supplies from apria, a customer service rep said I would not be charged. I received a bill in june saying I owed 85 dollars. this is not the first time I they have done this. this has happened to family member and friends.
Business Response
Date: 07/16/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the National Sleep Resupply team found your plan requires you to meet the in and out of network deductibles prior to paying 100%. This had not been fully met at the time services were rendered.

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:07/07/2024
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.
Have been unable to get cpap supplies in a timely fashion and keep billing me higher amounts. Has been happening for two years. *** complained to my doctor and their representative and she doesnt return my calls.
Business Response
Date: 07/11/2024
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 bills based on the contracted rate set forth by the insurance, your insurance has an allowable and the provider cannot bill above that. When supplies are ordered they cannot be shipped any sooner than the date of the previous order whether you receive them every 3 or 6 months based on the supply and their billing code. When the provider bills your insurance, you will see on your explanation of benefits the submit charge which is the same as National Retail and the Allowable which is the contracted pricing, this must be on all claims submitted to your insurance. This ensures the provider is billing per the contracted rates.

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: 07/12/2024
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,

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

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Apria is NOT a BBB Accredited Business.