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

  73 Eastern Steel Rd Milford, CT 06460

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:07/04/2024

  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.

  On November 1, 2023 I changed my healthcare insurance to **/*************, although I live in ****. I provided this information to Apria Healthcare, my local provider of Oxygen E cylinders and Oxygen M cylinders, which I require to manage my cluster headaches. I also provided Apria with my credit card number. BS/BS provided an EOB and there was a fixed monthly charge for my oxygen needs ($159.30 in Nov. and Dec 2023 and $123.15 Jan. through April). Since that time we had been charged on the credit card without receiving a bill at any time from Apria. As of 5/11/24 we have stopped payment to Apria on the credit card and have informed them that we will require a bill if they want payment. At this point I am required to pay between November 2023 and May 2024 $934.30 and have paid on our credit card $1,103.66.We are asking that you assist us with Apria consistently providing bill in the future for what they are charging and what we owe them, so that we can pay it. We are also asking for reimbursement for the $169.36 that they overcharged us. Between November 2023 and May 2024. My wife has called Apria Billing on two occasions, they have said they would send my itemized bill to my email account. This was not received. I want to continue to use Apria as my provider for Oxygen, I just need assistance in being billed correctly.

  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 at one point you had enrolled on auto pay on the online bill pay system used by Apria Healthcare, it showed that the auto pay was cancelled on 5.11.2024. We also found that you are enrolled in email statements and have been receiving these monthly, if you prefer to receive mailed paper statements you will need to unenroll from Estatements. We have removed your credit card from your account and requested a refund in the amount of $169.36. Please allow 7-10 business days for it to be approved, processed, and 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

• Initial Complaint

  Date:07/03/2024

  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.

  Apria healthcare's customer responsiveness is awful.I was prescribed a CPAP machine from Apria. My doctor said they would be in contact. After a month I went ahead and contacted them--there was some problem with my order that I needed to correct, but they did not bother to alert me.Subsequently, 2 phone messages were not returned, despite the answering service saying that calls would be returned within 2 business hours of the next day. Calling the office has extreme wait times--upwards of 30 to 40 minutes. Very difficult to deal with.

  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 general manager confirmed that the order was received in June. However, the order received was incomplete and missing the baseline sleep study. There were couple of attempts to reach out to the doctors office to obtain the missing document, yet unsuccessful. The teammate should have reached out to the patient too but failed to do so. The patient called on June 26th and was told of the reason for the delay and patient stated that he will also reach out to his doctor. As of today, the sleep study was finally received, and the pickup of the **** was scheduled on the 17th upon patients return from vacation.
  
  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:07/02/2024

  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.

  The reason of my complain is that this company keeps calling me demanding a payment for a merchandise that I did not receive, furthermore every time they call me I tried to explain to them the fact that I did not receive and ask them to find out what the problem is but they disregard me and keep calling with the same intent like I had never talked to them. It seems that I'm not going to get anywhere with them on my own, so, please help! It is only $90 in change but I refuse to pay for something that I did not get and I seriously doubt that they ever sent, I had received hundreds of packages and never had this problem, I'm proud to say that my neighborhood is very secure. Thank you very much for your help

  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 our error. An adjustment has been submitted and will resolve the open balance billed to you in error. 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: 07/30/2024

  Good afternoon, I'm sorry to comuncate to you that the business in cuestin still calling and as today still receiving bills from them, so in short I'm not satisfied whit the results.

  Customer Answer

  Date: 07/31/2024

  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.]

  Good afternoon, I'm sorry to comuncate to you that the business in cuestin still calling and as today still receiving bills from them, so in short I'm not satisfied whit the results.
  
  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 billing representative has confirmed that as of 8.1.2024 we show no open balance or any comments that any calls were made.We have placed your account on permanent call removal. When your original complaint was received the representative adjusted the invoice on 7.12.2024 for date of service of 3.22.2024, the adjustment process can take up to 30 days to clear our system and since the account had a balance a statement was prepped and mailed  on 7.18.2024. We do sincerely 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: 08/02/2024

  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. 
  Hopefully they will not keep calling or sending invoices, they haven't since our last communication 

   Thank you very much!
  
  

  Regards,

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

• Initial Complaint

  Date:07/02/2024

  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 received a new **** machine about 6 months ago and contacted Apria on several occasions to get help setting up the machine. They said they would get back with me and I have never received any response. I use the machine as I did my old machine which was over 10 years old. Now Apria wants to take the machine away from me because they think I am not using the machine. My health insurance is not paying because Apria says I am not using the **** machine. I am using it the way I used my old machine, I have called several people to get help. I talked to ****** a respiratory supervisor at ************* and she said she would get back to me. She has not called back and I have let 2 additional messages. I called the **** contact number at ************** on several occasions and have talked with ******, *** and others who I did get names for. I was transferred to the customer service manager for the **** department and left 3 messages on 06/21/24, 06/26/24 and today 07/01/24. I never have actually talked with ****** the manager as she never answered and not even responded. The **** machine is a life saving device and I need this machine. If something is wrong with the machine then Apria should take some responsibility to figure out why they think I am not using the machine. Apria has not helped in any way, they have not responded to my request for instructions on setting up the machine, they have not responed on my respiratory problems of why they think I am not using the machine when I am using it. Because Apria has not responded to request for help it is affecting my health insurance. The only thing Apria has done is to try to take my machine away. I am bedridden and unable to go into Apria in person.

  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 general manager confirmed that upon receiving the ** card that tracks usage, there was usage of the machine from 6/13/24.  Patient was called on 11/13/23 and 11/16/23.
  
  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: 07/26/2024

  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 believe Apria is not taken any responsibility for the **** Machine not working properly. I started using the machine when it was received and called Apria about receiving instructions on the use of it. I was told that they would have to check into getting me help but I received no response. The dates they listed November saying I was called were not for instructions on how to use the machine. I did not receive any information about the proper use of the **** Machine. When Apria tried to take the machine away from me in June of 2024 I had a friend look at the machine and he told me that the card was not placed properly. I left a message for ****** and told her that my friend found something wrong. ****** never returned my call. Then in July a representative came to my house to switch the card and at that time I was told to not unplug my machine. I think APRIA is not taking any responsibility the the **** Machine was not work i g properly because I was using the Machine but was not given any instructions on how to use correctly. I asked for help multiple times and was not offered any assistance or offered any video assistance. I never received a response from any representative.
  

  I should not have any payment issues with **** Machine. I also believe APRIA should take care any financial issues with the insurance company caused by the **** Machine not functioning properly.
  
  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 general manager confirmed a call was received by the patient on 11/16/2024. The patient was contacted by a Respiratory Therapist, however the call was not answered or returned.  On 6/7/24, the patients account was placed in suspend due to not being compliant with the *** usage. To meet insurance compliance, a patient must use their *** unit for at least 4 hours or more, in a 24-hour period, for at least 21 days in a 30-day period. The patients has 90 days to become compliant. 6/12/24, the patient called Apria and was transferred to the billing department after the patient refused the pick up of the *** unit. The patient informed the representative she has reached out to Apria several times and was not assisted. Upon review, the patient did not get into contact with Apria until 06/21/2024. A respiratory therapist contacted the patient on 07/08/24 and was able to schedule an in-home *** compliance download and instruct. The respiratory therapist was able to upload the patients *** SD card from 11/06/23 to 07/06/2024 and the first day of usage was 06/12/2024.
  
  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. 
  
  I feel Apria is only including dates to satisfy their own interest. When I received my **** Machine I called at least three different times to ask for help on setting up my new machine. I called the number that was included on the information sheet. It was an 800 or an 867 or something like that. I do not have the paperwork with me at this time. I was told someone would call me back. I did not receive a callback. I am home 24/7 so I would know if a call was made or a message was left. Apria will not take responsibility for the machine not recording correctly. After Apria threatened to take my machine away I knew something was wrong even though I was using it. I called Apria and was referred to ******. I knew I needed help so I ask a friend to look at my machine because Apria would not take any responsibility that something could be actually be wrong. I left a message on ******* number and told her that something was not connected correctly and that a friend found why it was not showing my usage. ****** never called back and I left several more messages and still did not receive a response. I even left messages for the manager of the **** department. No one called me back. I know the machine come from a warehouse or some other location so Apria cannot be certain ever machine is working correctly.  If my friend did not check out the machine when he did then it would not even show any data as he fixed the card himself which I told ****** in the message which she never responded to.   I want Apria to take all charges off my account as I was using my machine which my insurance would have covered if Apria had actually responded to my originally phone calls when I received my machine. Apria is a health care company providing services and needs to think as its customer as individuals people and not just numbers and take responsibility that sometimes machine do not always work correctly because humans sometimes do make mistakes. Something was wrong with the machine and I just happened to be the customer who received it. Maybe ********************** needs to as some type of quality control. According to my friend the card was not properly installed and I would never have known that because Apria refused to give proper instructions when I called for help. 
  I only want to use my machine so I can sleep safely without worrying about me stop breathing and that I be not responsible for any payment issues because Apria would not respond to my request for help on the proper way to set my machine up.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th I was contacted by an Apria representative to make arrangements for an overnight oximeter test that was ordered by my doctor. She informed me that there would be a $25 copayment. I asked if I could make a payment when I pick up the test. She said that she needed to process the order now, and that I also had a pending charge in the amount of $560. I asked her again if I could make the payment in person, she implied that I needed to make the payment to process my order (well, Im processing the order now). So I agreed. She transferred me to an automated system, I entered my credit card information, payment was processed, but it didnt give me an amount. Once my call was transferred back to her she informed me that my payment in the amount of $690 was successfully processed. I asked for clarification because the amounts she gave me didnt add up to what she said I had just paid. She tried to figure it out and realized that she had given me the wrong amount, and my copayment was now $125. Now, I hadnt received any statements, so I asked her what was in my bill. She told me it was my CPAP machine. After I hang up the phone, I searched through my emails. Never found a bill, but found out that I could log in to pay a bill. To my surprise when I logged in, the pending amount she implied I had to pay in order to complete my test order is not even due until July 3rd.

  Business Response

  Date: 07/25/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that I apologize for this inconvenience and all you had to go through to try and obtain clarification on what was due, when and how. We have reviewed the phone call you had with the representative and have provided coaching to this representative, so that they understand the payment is request not require. We also coached the representative to be sure they know to confirm the payment and quote the correct information before and after taking the payment. We have reached out to the billing department and if you have not already, you should receive an itemized statement for what you have paid. Thank you 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

• Initial Complaint

  Date:07/01/2024

  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.

  Apria provided my CPAP supplies. They were on an autoship program. The autoship program included an automated phone call before the supplies were shipped asking if you needed the supplies or not. There was an option to push a button if you did not want the supplies. In March I received this phone call and selected the option stating I did not want the supplies as I am no longer using the machine. The company sent the supplies anyway and then billed me for them. I have called Apria on May 15th, May 28th, June 3rd and two times on June 12th to discuss this bill - that I did not feel I should need to pay it send I selected the option that I did not want the supplies and they sent them anyway and also cancelling the autoship and trying to cancel my account on all four dates. Each time I would call I would be on the phone for over an hour and get transferred multiple times to different departments with the promise of help and the autoship being cancelled. I was told multiple times that a return label would sent to my email, or that they were requesting approval for this and I would receive an email and never received any follow up. On top of this on 6/14 apria sent me more supplies without any phone calls after I have cancelled the autoship and cancelled my account on the 4 dates listed above.

  Business Response

  Date: 07/03/2024

  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 unenrolled you from auto shipment of supplies, resupply team has sent information to you on how to return the supplies and the open invoices for March and June have been adjusted. Once the adjustments clear the account will have a current balance of $0.00. We do sincerely apologize for the frustration this has caused.     
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 07/16/2024

  I accept the companies response. 

• Initial Complaint

  Date:06/29/2024

  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.

  I have been trying for the last past 2 years. They have over and over for these people to do the right thing.I am experiencing health issues do to these people incompetent and neglect. They take your money and send you wrong stuff.when all they have to do is right their own wrong. Please help me. Thank you and God bless.

  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 general manager confirmed that an order was placed on our retail only site, ApriaDirect.
  
  Order #: 2000744804
  Order Date: 06/24/24
  Product: ResMed F20 Headgear (63471)
  
  On June 28th, the customer called to notify the wrong product had been ordered. He needed the ResMed N20 Headgear. A support ticket was created by the representative on behalf of the customer and the correct product was sent out on July 1st.
  
  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:06/29/2024

  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 am currently prescribed a cpap machine for severe chronic obstructive sleep apnea. I am enrolled in the 6 month program to automatically get my supplies, straps, and masks from Apria every 6 months. My last order was slated for delivery May 22, 2024, and I still have not received it as of 6/29/2024.I have called customer service 5 times about this, and have even spoke to a supervisor who was supposed to call me back and never did. Every time I call customer service tells me the same thing "your order is set to ready status and we will notify autoshipping to expedite your order". And then nothing day after day. Why they do not simply ship my order is beyond me. My supplies are worn out and it is dangerous for me to sleep without my cpap.At this point I have to call my sleep doctor and let them know for unknown reasons Apria just can not or will not simply just ship my order which is supposedly ready. This issue is causing me severe emotional distress and medical damages from being reliant on them for my sleeping supplies. I am going to call my doctor today so they can contact Apria directly and escalate this or maybe refer me to another company. The delay at this point is causing me medical issues as well, so I am thinking of getting an attorney as well and trying to get damages from Apria. You would think they would just ship my box. I just can't stand the thought of calling there number a 6th time.

  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 should be shipped to you on July 1st. We apologize for any frustration 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: 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:06/28/2024

  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 was charged by apria for CPAP supplies when all billing should have gone to my primary and then my secondary insurance. I have called Apria 18 times over the course of this last 11 mo. Attempting to resolve this and recoeve the refunded amount that was then billed to my insurance and paid by insurance. I have not yet gotten resolution and am told that a refund cannot be issued when there is a pending claim. There is always a pending claim as I continue to receive the supplies needed. I plan to discontinue using Apria but not until I have my refund in hand. Charges are ****** on 4/15/23, ****** on 8/6/2023, ***** on 8/12/2023, ***** on 9/6/2023, and a final charge of ****** on 10/14/2023. I have been told 4 times that a refund would be issued but still have not seen the check. Most recently I called and was given the reference number ***** to use as proof that the refund is being processed. I was told to expect a check in 7-14 days. That would be on or before 7/18/24. I am not confident that a check will be issued.

  Business Response

  Date: 07/08/2024

  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 customer service failed to attach your secondary insurance to the rental equipment and sale items even though we had been provided the insurance information from the beginning. Since this was not done your credit card was charged and applied to the balance on your account. We have reversed the payments that were applied to the balance in collections, recalled that balance and two refunds have been processed and approved, one in the amount of $382.01 and a second refund in the amount of $785.24. Please allow approximately 7-10 days to receive your refund. We do sincerely apologize for the errors that occurred and the frustration this has caused you.  
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  Date:06/28/2024

  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.

  Apria Healthcare refunded the wrongfully charge amount on the last case I opened with the BBB and then turned around and recharged that same amount directly onto my latest statement. This negates the resolution presented by the last case. My demands are that Apria cease billing me for this wrongfully charged amount since I exchanged my BiPAP machine for a BiPAP-ASV machine. I did not purchase a new machine - it was an exchange. ***** has already paid for the equipment and my responsibilities have already been met with my insurance.

  Customer Answer

  Date: 07/02/2024

  Hello,

  This complaint is related to the previous complaint. 

  Business Response

  Date: 07/03/2024

  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 equipment was received on 5.22.24 and the original unit was returned on 5.23.24. The equipment received on 5.22.24 has a different billing code then the equipment you returned and is billable to the insurance based on that billing code. This was not handled as an exchange and is not considered an exchange as the provider can and is billing for the new unit received. The new unit will be billed for a period of 11 months and then will convert to sale and belong to you. You can contact your insurance company and they can confirm the above information based on the billing codes of the two units.  
  
  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: 07/03/2024

  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. 
  
  If it is not considered an exchange, the original amounts paid for the old machine that was submitted to Apria must be refunded. There was no new supplies given with the new equipment. It does not make sense to have made payments for a device that I no longer have because it was exchanged for the newer device. 
  
  Regards,
  
  ***************
  

  Business Response

  Date: 07/11/2024

  Thank you for taking the time to bring your concerns to our attention.

  Please see our previous response. We have addressed 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.
  
  
  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. 
  
  Apria did not resolve issue at hand. Payment made for the first equipment was not refunded. The first equipment was given to Apria in exchange for the second one. Regardless of whether it was processed as an exchange or not - customer only has second equipment on hand. Payments made for previous equipment should either be refunded or credited towards current device. 
  
  Regards,
  
  ***************