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.
368 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:06/25/2024
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 have 10-month rental contract with them for a CPAP machine. This was confirmed by the sales rep as well as the customer service agent. After my tenth payment, ***** keep trying to charge me an additional two payments for a total of $102. I have called them multiple times with no resolution. Almost a year later, they are sending the account to collections.I want to file this with BBB to alert others not to deal with this company. I will followup with a complaint to The ****************** of *********** and Consumer Services.
Business Response
Date: 06/27/2024
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 with your insurance for the rental equipment you received is 12 months then the equipment converts to purchase and then belongs to the insured/patient. While reviewing your account we found that an Apria customer service representative did advise you of this, no comments were found that indicated you had been told it was a 10-month rental. Your insurance was billed for twelve rental months if Apria had exceeded the rental contract your insurance would have denied our claims. We found claims for the rental were applied to your 2022/2023 deductible. Apria mailed statements monthly with the current balance as well as payments that were applied to your account. When a provider submits claims, your insurance is responsible for sending their insured an explanation of benefits stating reason for denial, payments made and or patient responsibility. The balance in collections is valid as Apria billed based on their contract with your insurance and your insurance applied dates of service 8.6.23 & 9.6.23 to your 2023 deductible.

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: 06/27/2024
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 is incorrect. There is a log in their system with a call I had with one of their phone representative. She clearly indicated only a total of 10 payments. The call took place sometime around July 25, 2023. The sales agent that signed up for the service also indicated 10 total payments at time of signup.
I will proceed with a complaint to Florida Consumer Affairs regarding Apria.
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 due to the incorrect information provided to you by our customer service representative the balance has been recalled from collections. The business rule for the equipment you received is a 12-month rental then the equipment converts to purchase. We are having the calls pulled and reviewed to be used as a training opportunity to ensure the representative is providing the correct information to our patients. We do sincerely apologize for the misinformation as well as the frustration it may have caused. Please allow the collection agency 30 days to remove the balance and to have the credit bureau update the credit report if reported.

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

Sincerely,

Apria Healthcare LLC
Initial Complaint
Date:06/24/2024
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 customer is continuing to degrade at a rapid pace. I had contacted Apria well before my last CPAP resupply was due to tell them to no longer send me nasal cushions but to send me nasal pillows (M) item #****** instead. I was sent my scheduled resupply this past May but it included the nasal cushions in error. I contacted Apria and they admitted the error but I was then directed to the offshore support team so that they could try to send me the correct items. It has been over a month and I have spent hours on numerous calls being told a supervisor will be contacting me, that the issue has been escalated, etc. Nobody contacts me, it's a complete dead end. They have even had the audacity to tell me that I have to return the items sent to me in error (I don't, that is covered under the *** regulations concerning unordered merchandise), regardless, I am having to use what with sent me in error since they are the only supplies I have on hand since they screwed up my order a month ago!! These are medical supplies, what kind of a reputable company behaves this way? If THEY need to resolve a billing issue then you will get help right but god help you if you are the customer and need them to fix a problem that they have caused.
Business Response
Date: 07/01/2024
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 incorrect supplies were initially sent to you. The correct supplies have been shipped on June 24th via *** (1Z5V61W00139488864).

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:06/21/2024
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.
When I had ****** for insurance I received my Cpap stuff from apria. 2 years ago I changed insurance and can't use apria so I had to pay for my stuff when I did that order, roughly July of 2022. Then earlier this year they call me and say I still owe them 23 dollars and some change. I told them they were nuts I paid my bill to them, so they sent it to collection upon which I paid the 23 dollars and change. Now I go to my mail box today and I have another bill from them for *****, I can not take their extortion. This is ridiculous, I have not bought, ordered or received anything from them. If you can't help me I will go to the attorney general. Please make them stop Best regards ********* Acct#****AY(i or *****. I can't tell if that character is an I or an L I originally paid over a hundred when I found out my insurance didn't deal with Apria. Then a few months ago it was the 23 something
Business Response
Date: 06/25/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you received cpap supplies July 20, 2022. The insurance did not pay their full portion of the claim as they denied items for over utilization. The remaining balance of $51.88 was placed with outside collections, however we have recalled collections as a one-time courtesy. We believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.

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

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 07/02/2024
Does this mean they will cease? Or are they going to continue to bill me more for years to come?
Customer Answer
Date: 07/12/2024
I see this email saying my case is closed but I never got a response from you when I inquired about the first response. I needed clarification on aprias response
Initial Complaint
Date:06/20/2024
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 chose not to bill my insurance for the entire 2023 year, despite giving them my insurance information multiple times. Since they never charged my insurance I was forced to pay out of pocket for all expenses. I have contacted Apria at least 8 times trying to resolved the issue so I can get my money back. I have had multiple conference calls between Apria and my insurance company and my insurance company said they have never submitted any claims to be processed. Apria finally agreed to pay me money owed, all while charging my credit card for the same amount they "refunded" me. I even removed my credit card information from my account so they could no longer charge my card, but they still managed to charge me anyways. My credit card company deemed the transaction fraudulent, which is correct. Apria has now sent me a new statement saying that I owe them money, which is incorrect. This is the most fraudulent and dishonest company I have ever dealt with. Time and time again they say they are going to do one thing and then never follow through. They had no reason not to bill my insurance, they waste your time hoping you will just give up. NEVER DO BUSINESS WITH THIS COMPANY!
Business Response
Date: 06/26/2024
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 payment charged to your credit card on 3/28/2024 was recouped by your credit card company and the refund was processed, mailed and the check was cashed on 4/11/2024 in the amount of ******. When insurance was verified for the 9/26/2023 date of service coverage was active, the claim was billed and on 10/12/2023 a denial was received from your insurance company stating coverage terminated. On 10/13/2023 a charge to your credit card for an additional ****** was done to cover the balance for the supplies received. That payment was reversed and left as a credit on your account then eventually refunded back to you. Apria did have the correct insurance attached to your account based on the above information provided. All balances have been recalled from the collection agency including the most current balance of ****** that was sent to collections on 6/23/2024, please disregard any calls and or statements you may receive as the collection agency can take up to 30 days to remove the balance.The account has a current balance of zero. We do sincerely apologize for the errors that occurred on our behalf and the frustration it may have caused.

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

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 07/03/2024
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.

My insurance company never received a claim, I spoke with my insurance multiple times (even with Apria representative on the phone) and they never received a claim from Apria. So how can there be a denial if my insurance never received a claim? My insurance even gave ***** (the Apria representative at the time) the electronic filing number and somehow Apria still couldn't figure out how to submit the claim. Even if Apria received one denial that does not account for the numerous other times they never filed a claim when they said they would. I will consider this complaint resolved when the collection agency stops trying to contact me. Historically, I cannot trust when Apria says they are going to do something so I will wait for a zero dollar balance with collections.

Regards,

*************************
Business Response
Date: 07/09/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that as previously stated in our first response letter the claim was submitted to your insurance and a denial was received for coverage terminated. This statement is based on the comments in your Apria account and reviewing the invoices for services provided. We also stated that on 6.25.2024 we submitted a request to the collection agency to recall/remove the balance from collections due to the errors on your account. If you require a zero-balance letter you may contact the collection agency ************************* at ************** as Apria does not own or operate the collection agency. We also asked that you allow the collection agency 30 days to allow them to remove the balance, to disregard any calls and or statements you may receive from the collection agency and they will have the credit bureau update the credit report if reported.

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

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is as satisfactory as it can be with this corrupt company.

Regards,
*************************
Initial Complaint
Date:06/20/2024
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.
Attempted return of unopened item calling and speaking to customer service on mre than four occasions and more than 20 days of trying. Still, after numerous promises of emailing me a return label, zero response from Apria. No return label. Will be filing a complaint with the *** next.
Business Response
Date: 06/24/2024
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team completed the return of the unwanted supplies on Friday, June 21st. We apologize for the delay in processing.

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:06/19/2024
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 CPAP supplies on 6-5-2024. This was Apria order # ****-05710. Order shipped on 6-6-2024. Received order and the headgear and nasal pillows were wrong. Not quite sure how this happened, for I consistently order same product.Called and received very hard to understand CSR. Finally got the order corrected and was told I would receive e-mail with return address label for return, along with new date shipment. Should get in 14 days.Never got email with return label and new shipment notification. Called again, after waiting a week and was told I would have to wait another 14 days and e-mail, with information, would be sent when product ships. Completely different story. Also, very hard to understand and communicate with.It has now been 14 days and no emails, etc..Now using old mask and headgear because of no new, correct shipment and I have no idea when anything is to be expected.Also concerned that ******** and ********************** will be double billed over this error in ordering, shipment and lack of follow through.Expect a communication ASAP, as to when supplies will show, return label for shipment back at no charge and a written statement or invoicing showing ******** and ********************** only billed for correct and accepted supplies.B.T.W. Location on the attached packing slip varies from the exact address you show in ******, **.
Business Response
Date: 06/24/2024
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. The correct supplies were shipped and return instructions were emailed to you on Friday, June 21st.

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: 06/24/2024
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,

*************************
Customer Answer
Date: 06/24/2024
My apologies for sending back last message with no response.
I rejected Aprias response and their follow through, for I had to contact them, 2 additional times, so as to determine what I was returning. They did not send any communication, whatsoever, as to what they may be sending me and what I had to return. Then only gave me a limited amount of time to return incorrect items, they sent, or they would not accept. Additionally, as before, their CSRs are very difficult to understand and have limited knowledge of such procedures.
Also, I still have no new supplies and going on three weeks now. Anyone who uses CPAP supplies knows how critical it is to receive new supplies in a timely fashion. Have not seen any urgency on their part whatsoever and lack of concern as they described in their response to you.
Still do not know, either, how they have handled billing to ******** and *********************** that I have. Will I be double billed for new correct supplies and incorrect supplies? Dont know..no response. Their **************** is awful..
Customer Answer
Date: 06/26/2024
Hi,
This is how inept Apria is.
Initiated return on June 22nd with *** and Apria acknowledged that they had seen the drop off and subsequent return. Have this email, as well from them.
Today, received an email from Apria and what they had sent is included in the attached file, labeled text. They are looking for my return, which they acknowledged seeing 4 days ago.
They are awful at CS and anything associated with it. Still have not seen any new order and any explanation of how they handled billing with ******** and supplemental insurance, with order sent in error.
Business Response
Date: 07/01/2024
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the National Sleep Resupply team shipped the correct supplies on June 21st via **** (**************************). We are sorry for any inconvenience this error 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: 07/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have determined, that even though I have finally received my supplies, that Apria is awful at customer support and responses.
You can end this case, however Apria needs to get better in tune with customer support, for they are clearly lacking in this regard.

Regards,

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

Customer Answer
Date: 07/02/2024
Hi,
I previously stated to close this complaint, however Apria got my order wrong AGAIN. They sent part *****, which is incorrect. They should have sent *****. Please see pic attached. I had to wait 2 weeks for another order, which is now wrong. On the phone with Apria, right now and they are stating that I cannot get another order, based on what was previously sent, in February. What was sent in February was a one time, manufacturers offer, to try another kit, based on magnetic issue with mask I use.
Previous CSR understood this and did replace my entire order, but sent wrong product.

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 National Sleep Resupply team confirmed that missing headgear from your June 21st order was shipped via **** (tracking# **************************) on July 2nd.

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:

Even though, I finally received the last piece, of an order initiated over a Month ago, I am not satisfied at all, on how they resolved this issue. Started out as a simple order, that has been placed numerous times, in the past. They created this issue and I had to call several times to complain, in an effort to get resolved. The last piece.they did not even want to send to me. They argued incessantly, that I was not eligible to receive this piece.
So regarding your reference to complaint ID ********, you can close this out, but I do not agree with their sentiment that everything is just fine. Horrible customer service and very argumentative. They need to revamp their idea of what customer service actually is.
Many thanks for your assistance, regarding this matter.most appreciated!

Regards,

*************************
Initial Complaint
Date:06/19/2024
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.
Date: Ongoing Business has not made a meaningful attempt to resolve the issue.Business is attempting to bill me for three months after the end of my insurance. When I went to their office in *******, however, the business representatives specified that no further payment was due. I received a bill in January and part of it got forwarded to outside collections. I have requested information since January, they have not provided it.I contacted billing via a telephone call. They would not give me their name, tracking on the call, and I had to push for a supervisor. They disconnected me after ten minutes of hold time. Their representatives have been unwilling to provide any real resolution besides apologizing for the fact that I owe a bill.If they had provided me with the last signed receipt that I gave them upon dropping off the equipment, this would have been a good start. I no longer request that. Given the amount of time I've spent on this, worrying about this, I want a billing adjustment and I want the bill out of collections.Attached, you'll find my email chain with customer service.
Business Response
Date: 06/26/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that that the rental equipment was returned on 11.27.23. Billing is based on possession not usage of the rental equipment and Apria did not bill beyond the return of the equipment. Your insurance termed on 9.30.23, current insurance information was not provided. Apria billed private pay for August & September in error and that has been adjusted to reflect the contracted rate of $78.75 per month.Those claims were sent to your insurance and your insurance applied to your 2023 deductible, statements were sent, payment was not received and the invoices were sent to collections. The correct balance in collections is $157.50 and is valid. The current balance is $107.42 for October 22, 2023, again billed prior to the return of the equipment. While reviewing your account we found your signed ****** ******* & Rental Agreement (SSRA) dated 11.27.23 showing a current balance of $252.00. The current balance and the balance in collections is valid and will remain open.

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: 06/26/2024
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.

[Provide details of why you are not satisfied with this resolution.]
The business has not addressed a key request on my part.

When I dropped off the unit, I signed a contract returning the unit. I have requested to see the documentation that I signed when I dropped off the unit because I was informed that nothing further was due by the representative at that time. I do not trust Apria's assessment of their billing because of the level of unprofessionalism they treated me with throughout the contract period, and even now, when they were willing to charge me $300 and now want to charge me $250, but the discounted rate only applies for two of the three months, when the totals were all the same for every service month as far as I was aware. They were willing, therefore, to not address my concern over the phone, or over email, etc., and now want to give me approximately $50 off because I'm making a big deal out of it. I don't trust it.
Also, I would now like a copy of the original rental agreement to confirm that any of this billing is correct.

If those two documents concur with their statement, and I have no further requests for information about the amount (as in, if it does not align with the final contract I signed or the original terms of the rental contract), I'll pay the bill and be done. I have no issue doing so. There was a warranty exchange done on this machine; it is possible that effects the original rental contract as well, which I want to verify.

So, if:

1. Apria sends me the original service contract containing the terms of payment.
2. Apria sends me the receipt/contract/invoice I signed upon dropping the unit off.

And:

1. The costs align with the terms I signed.
2. The costs align with the document I received when I dropped off the unit.
Then:
1. I will pay the bill.
2. I will retract my complaint.
Regards,
*************************

Business Response
Date: 06/27/2024
The billing representative has extensively reviewed your account. As previously stated, the reduction you were given is because an error was made on our part. While you were insured, we should have billed under a contracted rate. The third month you did not have insurance coverage and therefore the rate was different. We have corrected our error thus reducing your balance.

You need to review you explanation of benefits provided by your insurance company. We have records of phone calls between you and the billing department including notes from a conversation on 11/22/2023 where you stated that you were aware you owed $252 and that you would pay this in full on January 1, 2024. We have gone above and beyond to communicate with you and ensure the billing is accurate.

The correct balance in collections is $157.50 and is valid. The current balance is $107.42 for October 22, 2023, again billed prior to the return of the equipment. While reviewing your account we found your signed ****** ******* & Rental Agreement (SSRA) dated 11.27.23 showing a current balance of $252.00. The current balance and the balance in collections is valid and will remain open.

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: 06/28/2024
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 will allow the complaint to stand until I view the rental agreement that I signed with Apria and the receipt when I dropped it off. Those should be easy documents to access.

If you are willing to comply with this request, I will review, ask any appropriate questions, and then pay. I will cancel all complaints as it will then be obvious that I am mistaken. A contract is a contract.

A call on 11/22/23 is all well and good, but the machine was dropped off on 11/27/23. I believe I paid at that time, and I recall the representative stating that no bill was owed. I specifically asked these questions. I disposed of the documentation because I wrongly assumed that there would be no issue. I clearly remember my thought process in doing so. So if nothing can be furnished in the way of paperwork, my complaint stands as is, as I truly don't believe a debt is owed.
Regards,

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

Customer Answer
Date: 07/01/2024
Apria's representatives sent my final, signed statement, from my pickup on 11/27/23, on my ongoing email chain. The bill of $252 appears valid.

However, the representative responding to the email chain with the BBB stated that the total in collections is $158, or near there. The collections agency says they are owed just over $200. Apria's billing is for $107, or near there. So there is still no resolution at this time.

I am calling Apria to fix it at this time. If the billing is brought down to the correct total of $252, it will be paid today. If not, this dispute will remain open.

Thanks,
*************************
Customer Answer
Date: 07/01/2024
Per the customer service call that I made right now, the total in collections should have been ~$157. That is scheduled for payment through your "back office who deal with collections." The remainder will be "written off", or dealt with in some way by the "back office", as the total in collections was incorrect.

The second remaining concern is that the bill that is valid, from my understanding, and the bill that I signed off on is for ~$252. The bill that Apria is trying to collect, and if you sum the numbers given to me by the representative on this email chain, is ~$264. **************** cannot find the reason for that extra ~$12. I will not be paying the outstanding balance until I know why you're attempting to collect the ~$12. I can make a lot of assumptions as to why that is present, but I'm not paying until I know why. I requested that answer. **************** told me to ask on the email chain I've been receiving communications on. I'll address it here.

Dispute is not resolved, but we're allegedly within ~$12.

Thanks,
*************************
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 sales, service and rental agreement (SSRA) that you signed on 11.27.23 when you returned the equipment showed the current charges of $252.00, this did not include the 10.22.23 date of service as that had been submitted to your insurance and was denied for termination of coverage that charge was on your December statement. The amount of $264.92 is the balance of $****** in collections + the current balance of $107.42= $264.92. We do see where a payment was made on 7.2.24 in the amount of ****** which will be applied to the balance in collection once the payment has been posted to your account, leaving a current balance of $107.42. We have mailed you copies of the statements for your records.

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
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 sales, service and rental agreement (SSRA) that you signed on 11.27.23 when you returned the equipment showed the current charges of $252.00, this did not include the 10.22.23 date of service as that had been submitted to your insurance and was denied for termination of coverage that charge was on your December statement. The amount of $264.92 is the balance of $****** in collections + the current balance of $107.42= $264.92. We do see where a payment was made on 7.2.24 in the amount of ****** which will be applied to the balance in collection once the payment has been posted to your account, leaving a current balance of $107.42. We have mailed you copies of the statements for your records.

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: 07/05/2024
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.]

Your justification for the charges makes sense.

I am not closing this complaint until the issue is fully resolved. I'll make a call to Apria, pay if able, but if there is any stated balance remaining in excess of that quantity, I am not closing this complaint until that is resolved.

This should not be interpreted as me accepting that extra $12 because I have not had the opportunity to examine it. If I have any issues with it, I will respond here.

Regards,
*************************
Business Response
Date: 07/11/2024
Thank you for taking the time to bring your concerns to our attention. We have thoroughly reviewed your account and have addressed your concerns multiple times. As previously stated, billing is based on possession of the rental equipment and Apria did not bill beyond the return of the equipment. We believe we have answered your concerns and our billing is accurate.

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.

You work for a company that holds contempt for you and it's customers. I pay my bills, a contract is a contract. I simply requested justification. Took 20 emails, plus multiple calls, plus this complaint, plus a complaint with the ** in **************** to get an answer. Don't act like a victim. I should never have to explain to a company how to justify a bill to a customer; you should have immediately sent the contract on email one or phone call one. The bill would have been paid immediately. I should never have to question the billing that goes to collections; you should have higher standards than that because that has real effects on someone's life. Your billing was wrong, and you only had to look at the receipt that I requested that you did not provide. It doesn't matter if I want to work with Apria or not to get a device. If you have a device I need, I have to buy it from you. But if I make a mistake, I get screwed. You're not the victim and the company isn't the victim. And I'm still being treated like a thief.
My concerns have largely been addressed. This complaint will be closed when I understand the bill and it is paid in full. I will be calling today on this matter. I have acted in good faith and this complaint will be closed once the bill is closed.

Regards,

*************************
Customer Answer
Date: 07/12/2024
I am attaching the bill here.
Customer Answer
Date: 07/12/2024
Just got off the phone with debt collection and customer service.

********************** billed ~107 on 7/10/24.

They took the bill out of collections, but there is no outstanding bill at Apria per customer service.

Neither customer service nor the debt collector believes I owe anything at this point.

1. Apria stated I owed Apria nothing and I owed the collections agency $50.08.
2. The agency said I owed them nothing.

I will keep an eye out for further statements and further information regarding this matter.

This complaint will remain open until total resolution. I am not confident in the veracity of any of this.

Regards,
*************************
Business Response
Date: 07/16/2024
Thank you for taking the time to bring your concerns to our attention. We have thoroughly reviewed your
account and have addressed your concerns multiple times. We will not be addressing any further rebuttals regarding this issue.

Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 07/23/2024
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 have yet to refuse to pay you.

I have yet to be given a bill from your billing department that reflects the situation as you've explained it, and I've accepted your resolution and am attempting to pay it. I hope that you saw the previous statements I made. I imagine you did not, given how your company just generally does business.

So, this complaint will not be closed until that billing is resolved. I'll give your office another call.

Regards,

*************************
Customer Answer
Date: 07/23/2024
Here is the resolution. I don't know why I have to suggest it.

Send me the bill reflecting how much is owed at this point and I'll pay it. I have all of the numbers contained here of what was paid and what was agreed to. Send the bill, and if everything lines up, we can resolve immediately, I don't want to deal with your billing department any longer. You can read my notes about those calls contained here.

Thanks,
*************************
Initial Complaint
Date:06/18/2024
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.
This complaint is in regards to my husband, ******************** account. ****** is now deceased. I am being charged for equipment that had been sent to AVIARA Healthcare Center from Apria in ********* for my husband in late December 2023. The equipment is a commode chair and a wheelchair, neither of which were big enough for him and were returned because they were too small. Aviara claims that they returned the equipment to Apria in *********, but I am still being billed by Apria for the rental of the commode and the wheelchair that have been returned.I am tired of being billed for false charges. I have sent numerous faxes and made numerous phone calls to clean up this mess with Apria and they have decided to ignore me, but still charging me. I have no intention of paying Apria more money. I have sent them a nine page fax several times with the corrected bills in the fax.
Business Response
Date: 06/19/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the $84.84 balance on the account was from the insurance applying the balance for the Oxygen equipment towards the deductible. A payment was made, however it applied towards the balances for the equipment that was ultimately returned to Apria. The equipment was returned to Apria by the facility, however, was not removed from your husbands account timely, causing it to continue renting. The equipment has all been removed from your husbands account. We have requested that the insurance be refunded for any payments made towards the wheelchair and the commode. The $84.84 that you paid that was applied towards these items will be applied to the open balance for the oxygen rentals. This will then make the account paid in full. Please allow 30 days for the account to be updated, and you can disregard the statement you received dated 6/13/24.

We apologize for any inconvenience, and please accept our sympathy for the loss of your husband.

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:06/17/2024
Type:Sales and Advertising 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 hospitalized for emergency surgery and needed medical devices in order to go home. I sent Apria my insurance card on June 4th to start the process of getting my devices. The entire process was horrible. Representatives were giving me different information, informing me that things were not processing for different reasons. I asked upwards of 10 times for a manager to call me and he never did to this day. I had to stay in the hospital an additional 3 days without medical need because my medical device was not ready due to Apria taking so long to process. I received different responses each time I called. Once I went home, I went home without a wheelchair, ******, commode and shower chair. All items I needed in order to move because I was not able to walk. They did not process what I needed. I kept having to call with many different stories of what was going on. Finally I discovered that they were sending authorization paperwork on the incorrect health insurance the entire time. I had to guide them to do the process correctly. I finally received the equipment on 6/12. I still have not received a call from the manager. I asked that he call me back letting me know why the wrong insurance was being contacted. I also called Apria corporate to place a complaint and had to leave a voicemail and no one has returned my call.
Business Response
Date: 06/21/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that this was a non-****** patient (****** was not their primary insurance) at a ****** facility. The ****** facility sent the initial order on 6/6/24 which consisted of only a face sheet and patient demographics. It took ****** several days to gather qualifying information as they arent familiar with the requirements for non-****** patients. It then took an additional two days to receive the additional information which was finally obtained on 6/12/24 and the products were then provided. This was discussed with the patient when they called in on 6/12/24. We do sincerely apologize for the frustration this has caused you.

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

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 07/01/2024
The information given by Apria is incorrect. The dates are also incorrect. I was also told by their representative that they were requesting approval from the incorrect insurance company. I have also asked a manger from Apria to call me multiple times and have not heard back from them.
Customer Answer
Date: 07/02/2024
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.]
The information given by Apria is incorrect. The dates are also incorrect. I was also told by their representative that they were requesting approval from the incorrect insurance company. I have also asked a manger from Apria to call me multiple times and have not heard back from them.

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 general manager confirmed that the team that inputs orders into our system was using the wrong insurance payor code. I have spoken to the manager of that department and ensured that coaching and training was completed. This is not an issue that happens often, but it can occur depending on the experience level of the employee putting the information into our system.

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:06/17/2024
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.
My doctor ordered an at home sleep study from ****************** Services out of *****, **. They sent a piece of equipment I wore for a couple of days and returned as instructed to them. Within a week, a package from a company called Apria *********** showed up with a Cpap machine. I have not at this point even spoken to my Doctor about the results of the study. After speaking with my doctor, she told me to go ahead and try the thing since it was already here. I tried it and found I could not tolerate it. At no point in time either on paper nor via digital signature did I ever once agree to leasing this machine. At this point I believed that the costs were being 100% covered by insurance. That turns out was not the case. Upon getting a bill for $390.75, I contacted Apria and returned the equipment. They fought me on that first lying and telling me I had to get a letter from my Dr. to return their equipment. Only after I threated to throw it in the garbage did they agree to come and pick it up. One last point, note the misspelling in my last name when contacting them.
Business Response
Date: 06/18/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that a prescription was received from your physician March 6, 2024 for a cpap machine which was filled March 7, 2024. The machine was returned April 17, 2024; however, you were billed $390.75 for supplies and rental of machine March 7, 2024 and April 7,2024 due to insurance applying a deductible. After review of your account, we found that the sales and rental agreement was not signed, therefore we have adjusted the balance with no responsibility to you. The spelling of your last name has been corrected in our system as well. We believe that all appropriate steps have been taken to resolve this matter and apologize for the inconvenience.

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

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 06/19/2024
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,
***********************

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