Complaints

This profile includes complaints for Apria's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Apria has 248 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  1160 S Creasy Ln La Fayette, IN 47905-4959

• 

  Apria

  1714 N 5th St Terre Haute, IN 47804-4011

• 

  Apria

  125 John Roberts Rd, Ste 19A South Portland, ME 04106

• 

  Apria

  100 Dowd Rd Bangor, ME 04401

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:06/14/2024

  Type:Sales and Advertising 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 was issued my BiPAP machine January 2024 and have been paying my monthly dues. I later had to switch to a BiPAP-ASV device by doctor's ****** in May 2024. I brought my BiPAP machine to Apria for an exchange as requested by Apria. I was issued the new device after handed back the old one. I was then charged $135.90 on 6/10/2024 without authorization or explaination. When I called in, I was told by a rep that this charge was for CPAP supplies. I explained I had already paid for the supplies initially and since this was an exchange for machine only - I should not have been charged for supplies I have already previously paid for. I then requested an itemized statement for the $135.90 I was charged and was told it will be *****ed to me in 1 business day after I reply to their confirmation *****. I have replied several business days ago and have had no response. The rep's ***** is ******************************************* I have tried messaging them on their website but have yet to receive a response.

  Business Response

  Date: 06/17/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you initially received a bipap with humidifier January 26, 2024. However, you exchanged the machine May 22, 2024, and received another bipap with humidifier. The insurance denied the second humidifier received as they had already purchased one. Your card is set for automatic billing and was charged the insurance portion of $135.90 and copay of $15.10. We have reversed the total cost of the humidifier received May 22, 2024, to refund you $151.00 and adjusted the invoice. 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: 06/24/2024

  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:06/12/2024

  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.

  Initiated services for rental wheelchair for my wife's medical condition in May, 2023. Agency consistently billed me for the first 3 months of service and I had to contact them to provide Explanation of Benefits showing that I had met insurance deductible amount. I made the mistake of paying them before I realized that the *** showed I did not owe. I waited two months to get a refund. Agency continued to bill me in Aug, Sep, Oct and Nov until we returned the wheelchair in November.I contacted Apria in Dec / Jan 24 and discussed bill with them at that time. I checked the explanation of Benefits which indicated that Apria had failed to provide additional information to the insurance company as requested at the times the bills were submitted. Apria has failed to provide additional information to this date. I contacted my insurance company (BCBS of Illinois) and they indicated that the provider needed to contact them and provide the requested information.No representative from Apria has contacted me in good faith to resolve the bill.Apria has consistently billed me for charges that were covered under insurance and not my responsibility.I contacted Apria again yesterday and they deny that it is their responsibility to contact the insurance company to resolve the issue. I offered to send them copies of the *** to show where BCBS requested additional information. Apria declined to offer an email address for me to send them to.Today, my wife was contacted by a collections agency for the first month of the past due balance (Aug, 2023 - ~$65).This is insulting and abusive behavior by Apria.I would expect that health care agencies that deal with insurance providers receive *** documentation on every claim they submit. It should be clearly obvious that they need to provide the information requested in order to facilitate payment. It is beyond understanding that a company wanting payment from an insurance company would not speak to them directly.

  Business Response

  Date: 06/14/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that your ********* paid the first three months of the rental, then in August ********* started to deny it as not medically necessary. Apria has sent appeals for all four claims including the invoice that was sent to collections, if ********* upholds their decision the balance will be patient responsibility. With the claims they have once again provided proper documentation to show the medical need for the equipment. Please allow at least 30 days for the ********* to review and respond to our appeal. In the meantime, the open invoices have been reclassed back to the ********* leaving the account with a current balance of zero and $62.87 in collections till we receive a response from your *********.If ********* reviews our appeals and pays the claims Apria will recall the balance from collections and the collection agency will notify the credit bureau to 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: 07/02/2024

  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. 
  
  I spoke to **** on 7/1 since I noticed that a EOB had been issued for the September, 2023 invoice.  **** confirmed that the September invoice was submitted and reviewed and payment issued on 6/26.  **** has no other indication that the Oct or Nov 2023 invoices were submitted for review.  Further, they also have not received the August, 2023 invoice for review.

  I contacted Apria Healthcare immediately (on 7/1) after the **** call to let them know that they were issued EFT payment (according to the attached EOB) on 6/26.  Apria denied that they had received payment.  (I can only assume that their accounting systems has not caught up with their billing system as only 3 Business days had elapsed.  I would expect this to be cleared soon.)  Further, I asked Apria if they had resubmitted claims for October and November and was told that these claims were resubmitted on 6/14.  This is contrary to what **** had just told me on the phone.  I restated to Apria that **** has not received the Oct and Nov claims.  Apria then recommended that I tell **** to call them to resolve.  I told them that they needed to resubmit the Oct and Nov claims or they weren't going to get paid.  The billing person insisted that I have **** contact them.  This is unacceptable.

  I completely understand that no-one wants their employees to sit on hold for 10+ minutes to talk to an insurance company.  But that really isn't my problem.  Apria is not acting in good faith by putting the responsibility on either me or the insurance company to validate that THEY have done their jobs and proved that payment is due.  Even after the initial complaint was filed, Apria neglected to submit all of the invoices that my original complaint included - that all four months (including the August invoice for which they have sent me to collections) be resubmitted to **** for payment.  **** has advised me that they requested additional information from Apria each month they received these claims and Apria has been unable to provide the additional information required for payment.  Having re-submitted the September invoice and an EOB issued to show payment was made proves that these are valid claims - Apria just needs to use their own resources to complete the rest of the process.

  My time is not free and I will no longer put up with these illegitimate billing practices.  Apria needs to contact the collection agency for the August invoices and resubmit those claims to get all payments made.  **** will process the claims as long as Apria does their jobs and submits them. 

  I reject all responses from Apria until they can prove that they have submitted a claim and that is was denied for a valid reason.  Otherwise I expect Apria to promptly retrieve the August invoice from collections and submit them with the Oct and Nov claims.

  
  Regards,
  
  *******************************

  
  

  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 an appeal was submitted to Availity on 6.14.24 as required by the insurance for all dates of service (8.25.23, 9.25.23, 10.25.23 & 11.25.23). In our first response to your Better Business Bureau complaint, we requested that you allow at least 30 days for the insurance to review as these appeals were submitted on 6.14.24, and our billing representative will follow up on the appeal(s) if warranted. When payments are received it can take anywhere from 7-10 business days to post to the account that includes payments received by the insurance as well as the patient.
  
  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 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.]

  Apria claims they submitted invoices from Aug/Sep/Oct/Nov of 2023 to BCBS for review.  My phone call with BCBS indicated that they had only submitted one months worth of claims which were paid on 6/26/24.  EOB attached to last update.

  Apria is misrepresenting their actions as BCBS indicates that only one months worth of invoices have been submitted as of 7/2/24.

  Apria is continuing malicious and predatory billing practices by failing to submit claims to insurance and follow-up with insurance companies to ensure payment.

  Apria will not contact BCBS directly to resolve issues and places responsibility on patient or care-givers to expend personal time to do their work for them.

  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  Date:06/11/2024

  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 was a customer (patient) of ********************** by leasing C-PAP equipment thru them. I was insured by ****************** and covered by my policy. In January 2024 I changed insurance providers. I called Apria in early February to change my insurance information and confirm coverage. The process was to take approximately 30 days. When calling back for an update 30 days later, the representative told me that my new provider information was incorrectly added and I would have to let the process run again. When I called back to get an update, the provider information was still incorrect and they told me it would again be processed and not to pay the balance until resolved. I then called again in March and was told my request was "in process". I called 2 weeks later and they still had incorrect information and was told by their billing rep that she would expedite my request and to allow 7-10 days. I called after that period and was still told my request was "in process". During this time the bills are accumulating and I'm still unsure of any coverage. By May I am now extremely frustrated and have given up on Apria providing any service or information so I went to my new provider and asked if Apria was covered. They informed me within minutes that they were not. So, I called Apria back that day and provided them this information. When they looked up my carrier info it was still showing ****************** and I was asked to help them by three way calling my new provider to confirm being out of network. This did not work so I was told Apria would call the provider line (given to them by me) and get this resolved, provide a billing credit and call me back. None of this ever occurred. I have since called weekly and have been told numerous times a supervisor would call me (which never occurred) and now I'm dealing with the local office who has the authority to provide credit or any decision on my case and after three attempts on 5/28, 6/6 and 6/11 no follow up or contact. Ridiculous.

  Business Response

  Date: 06/14/2024

  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 adjusted off the open invoices of 2.29.24, 3.29.24 & 4.29.24 in the amount of $334.40 leaving your account with a zero balance. A refund is not due as Apria was not notified of new insurance per your Better Business Bureau complaint until February, the new insurance became effective 1.1.24 and the rental equipment was still in your possession. While reviewing your account we did see comments that on 3.26.24 customer service tried to reach you and stated that a voicemail had been left to confirm the insurance member ID#, we could not find any comments that any calls were made to notify you that Apria is out of network. We do sincerely apologize that our representative(s) did not follow through and the frustration this may have 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: 06/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The response wasnt completely accurate in their handling of the original issue, but they ultimately resolved my issue appropriately.
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/10/2024

  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.

  6/10/24 I tried to call again but could only get voicemail. 6/7/24 Another bill came 5/26/24 Spoke with ******* from the review site helped fix the issue. However, the manager never called me back. If I had not written the bad review I would still be struggling.First, they did not reach out prior to sending equipment and charged my insurance as well as sending me a bill. I tried to return it at the post office, but they said needed a new label, so I called the company and told them I needed a return label. They said they would pick up the item to put on the porch and I asked if they were going to refund the money to my insurance company. They said yes once the item was picked up. This was in February 2024.I have them on a ring camera picking up the item.Two months later they called, sent bills, and hung up on me multiple times while trying to call the company.Finally, on 5/21/24 a guy told me that they sent me two boxes I only returned one. I said I received one box I returned one box this is the first time I am being told about a second box. I asked to speak to a manager over 8 times on the call. He placed me on hold for 8min to get back and said no managers were available was that ok. NO, its not that I want to talk with a manager as I am not paying a bill for something 1. I didnt order 2. Didnt receive 3. Returned item I did receive.

  Business Response

  Date: 06/11/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the account has a zero balance, insurance made no payments towards the rental or the purchase of the equipment so no refund is required and all invoices have been adjusted off. The billing statement you received on 6.7.24 was mailed prior to the adjustment being closed and if you review your statements online through the pay portal it takes 30 days for the online portal to update.  
  We do sincerely apologize for the error that occurred and 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

• Initial Complaint

  Date:06/10/2024

  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.

  This complaint involves CPAP rental with Apria ************ ************, *** from 12/30/2022 - 2/7/2024. My account number with ********************** is **********. My obligation was to pay a monthly rental fee for 13 months at which time I was to receive a certificate of ownership from Apria for my CPAP machine. I paid $9.16 in 12/2022, $12.72 per month in 2023 (rental rate increased in 2023) PLUS an additional $29.78 which Apria said I owed before they would give the ownership to me.After the check for $29.78 was cashed, Apria then said they needed my rental payment for October 2023. Apria has September 2023 marked paid in their records; however, I paid September 2023 and October 2023 rentals with one check, indicating the same in the check memo. I have spent 12 hours in 2023 trying to resolve this issue on my own - making phone calls to my insurance provider, ********* ******************* *********** DME provider, Tomorrow Health and Apria.Having consulted my lawyer, I sent a registered letter on 4/30/2024 to Apria's headquarters in ************, IN and the only response I got was the returned tracking card acknowledging that they had received the letter.My request is (1) that Apria refund $29.78 which is an overpayment, (2) that Apria marks my account paid in full and (3) that Apria gives me certificate of ownership for MY CPAP!

  Business Response

  Date: 06/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that a refund is being processed for *****, the refund includes the payment made for 3.29.23 when Apria was unable to obtain authorization. Please allow 7-10 business days for the refund to be processed and mailed to the address we have on file. The rental equipment has been converted to sale and we will send a letter stating you own the equipment again to the address we have on file.Regarding the letter you sent on 5.1.24, we show that one of the billing representatives did respond by email on 5.13.24. Payments received will be applied to the oldest date of service to keep the account current and to keep open balances from going to collections. We do sincerely apologize for the frustration this may have 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:06/09/2024

  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.

  I am a resident under a rehab program at **************************, *********. Their Doctor and Apriva decided I needed a wheel chair. I told them I could get one from the local *******. They ********************* and Therapy people) sent a representative from Apria to measure me up for a wheelchair. I was concerned and asked them all if this would be paid for because I am living on a limited income. They said Social Security would pay for all of it. I even told them if Social Security doesn't pay for it that I don't want it! They said I shouldn't worry that it would be covered. IT WASN'T! They delivered it on 2/11/24. It had a broken brake on it that I had to have repaired befoe I could even use it. When I got the first bill from Apriva, I sent them a letter and told them immediatly to come and get it. They waited a couple of months before they finally did come after it. I suppose that was so they could charge me more! Ever since they have been calling and bothering me to pay almost $400.00 for this wheelchair.I want them to straighten out my credit rating, eliminate this bill, and quit bothering me!

  Business Response

  Date: 06/11/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that a letter was received in the mail regarding a patients request to pick up a wheelchair.  The letter was dated 03/10/2024. At that time a pickup to stop the billing should have been initiated at that time. Unfortunately,the pickup was not created for patients until 3/14/202 which was after the re-rent date of 3/11/24. We did not receive that letter locally at our branch as it was sent to the billing PO Box.  We received a transfer call from the billing department at that time on 3/14/2024 to pick up the wheelchair. At that time a pickup of the wheelchair was produced on 3/14/2024. The wheelchair was picked on 03/20/24 when we were back in that geographical location.  The wheelchair was delivered on 1/11/24, not 2/11/24. The proof of delivery is from 1/11/2024 when the wheelchair was originally delivered for this patient.
  We were not aware that the brake was not functional on the wheelchair at that time. The wheelchair had been checked before being delivered to the patients facility to ensure proper function.
  From the billing side we did find that you have secondary insurance, we have added that to your account for date of service 2.11.24 and are billing your primary as well as the secondary insurance for that date. We adjusted off the date of service 1.11.24 as you were in a skilled facility and we cannot bill for equipment while a patient is in a facility. We adjusted off the date of 3.11.24 as you had sent a letter requesting the pick-up of the equipment.Your account currently has a zero balance  
  
  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:06/07/2024

  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.

  Apria sent me a bill for supplies and parts that I never ordered nor received. I am not even aware of the delivery that they claimed they made. I called their billing department T:************ 4 times but never once could they help to resolve it. They just kept telling me there was a delivery on Feb 1 but when I asked for order/delivery confirmation they transferred the call to the supplies customer service line (T:************) that would either not pick up or simply transferred me back to the general billing line. The bill in the amount $196.90 is still outstanding. Need them to cancel the bill as soon as possible.

  Business Response

  Date: 06/11/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the open invoice for ****** has been adjusted and leaves the account with a zero balance. We sincerely apologize for the error and 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: 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,

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

• Initial Complaint

  Date:06/06/2024

  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've been dealing with Apria Health for weeks, and unfortunately, every representative I've spoken to has been disrespectful, uncaring, and unhelpful. I've been trying to get my CPAP machine, which is essential for my breathing and sleep, but despite my repeated calls, I still haven't received it. It's unacceptable that a company responsible for people's health would hire individuals who don't care about going the extra mile to help their customers. I'm extremely disappointed and concerned about the lack of attention to my health and well-being.""I'm appalled and outraged by the deplorable treatment I've received from ***** Health. Weeks of dismissive, uncaring, and disrespectful interactions with their representatives have left me feeling disregarded and disbelieved. The lack of urgency to address my critical need for a CPAP machine is unconscionable - it's a matter of breathing, sleeping, and surviving! The company's apathy towards my well-being is a disgrace, and their inability to provide basic assistance is a ***** failure. I demand a swift resolution to this egregious situation, and a serious reevaluation of their customer care standards. Even speaking with the representative at 1.1 refused to give me the name and another representative hung up on me like where are these people being hired from? This should be unacceptable for customers to be treated like this. This is for the local Office in *******, *******

  Business Response

  Date: 06/17/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed the following:
  
  3/22/24, In bound call from patient requesting update on replacement pap, BC faxed request to MD for update ** because we received ** from 4/2/2019.
  
  4/10/24 BC returned voicemail advising patient we received order for replacement pap, but the ** is not valid (dated 4/2/19).  Informed patient we will fax ************* at ************ for updated information.
  
  On 4/22/24 at 12:23pm dated 4/2/19, we could not accept, *************** faxed back to referral on 4/22/24 at 3:22pm for updated Rx with current date, missing baseline sleep study, notes prior to sleep study, missing the length of need and verbiage current pap is broken beyond repair/out of warranty.
  
  On 4/25/24 in bound call from patient, BC advised patient we did not receive any updated ** or other missing information.
  
  On 5/2/24 BC requested sleep study, notes prior to study and updated **.
  
  On 5/7/24 BC requested updated information
  
  On 5/16/24 BC canceled order send email to Territory Manager requesting to visit MD office for missing information
  
  On 5/31/24 BC returned voice message advising patient with status of order. We received ** back but still missing LENGTH OF NEED,  received baseline sleep study and notes prior to study.
  
  On 6/6/24 patient returned call requesting update on pap status
  
  6/11/24 patient called to request update on pap, GM requested BC request authorization with the information available but will work on obtaining valid **. BC obtain the authorization DOS of 6/12/24.
  
  6/12/24 Pap was delivered to patient home.
  
  
  
  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:06/05/2024

  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 was receiving medical supplies for my bi-pap for my sleep apnea and all of the costs were being paid by ****** ******************** and ********** through ****************. As of January 1st, 2024 I lost my ********** insurance because I received a raise and no longer qualified. Apria Healthcare billed ******, and ****** only paid 50%, expecting that I would cover the balance of $530. I received no notice of this change until 6/3/2024 and now they're attempting to charge me for something I would've canceled back in January because their prices are far higher than market prices. I called them and explained why I was refusing to pay their bill and they are now threatening to place this in credit collections and to ding my credit report. I have canceled their service now entirely and am disputing their unfair billing claim against me. Further, I have filed a complaint against them with the Washington State ************************* now as well.

  Business Response

  Date: 06/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that We attempted to reach you on 3/19/24 at 9:27PST but were unsuccessful, we were looking for updated insurance information due to notice of insurance change through denial and check of eligibility. We spoke to you on 3/22/24 at 2:44pm PST and you let us know the secondary insurance was no longer active. You placed an order for supplies, we informed you of the 50% copay with ******, you requested to be billed. The delay in receiving a bill is because we must first bill the insurance and then we bill the patient what insurance does not cover, the pricing is based on insurance. The open balance on account is from copays related to equipment rentals and supplies. The oxygen is also billing at 50%.As advised on 6/12/24 2:24pm PST call please reach out to our billing department for an itemized statement of all current charges, we currently do send out a monthly statement. We apologize for this inconvenience, and we do plan to discuss with our payor-change team how we can improve this process going forward.
  
  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:06/05/2024

  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.

  Transaction date: 05/31/2024 I purchased a mask for a cpap machine and my doctor sent a prescription. It has been 5 days of going back and forth with my doctor sending multiple prescriptions that Apria claims they never received. They dont reply to emails and their live chat is not live. It is a bot that doesnt solve problems.

  Business Response

  Date: 06/12/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that order for mask was placed on Friday, May 31st and subsequently cancelled/refunded on Wednesday, June 5th at patients request.
  
  Timeline of events:
  Friday, May 31st (1:31pm) Order placed.
  Saturday, June 1st (1:27pm) Email sent to notify of need for valid prescription.
  Tuesday, June 4th (4:35pm) Email received asking status of prescription receipt.
  Wednesday, June 5th (1:21pm) Conversation started with live chat. Bot based initially, but with option for representative with every response. Never opted for a representative and submitted request to cancel order.
  Wednesday, June 5th (2:00pm) Request received, order cancelled, refund initiated & email response sent to notify of actions.
  
  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