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

943 total complaints in the last 3 years.
367 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:05/16/2025
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 is ****************** I qualified for a new CPAP machine under ******** guidelines. They sent me a new machine after all the documentation was submitted and now they are refusing to Bill ******** to get an approval/or denial and instead trying to bill me direct. They are taking it upon themselves to determine if ******** will approve it and saying they did an audit so I dont qualify. This amounts to ******** fraud
Business Response
Date: 05/28/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that he has spoken with you and advised that the equipment can be returned and the balance in collections will be recalled. Your insurance will cover one unit every 5 years, if the equipment is broken beyond repair or lost, documentation must be obtained to support the need. It does not appear based on comments in your account that when the order was received from your physician, we had all the documentation required to bill for the equipment, and we cannot bill your insurance without it. We did reach out to your previous provider to obtain the information required and have not received, as the patient you will need to obtain that information, return the equipment to Apria where we can attempt to qualify you based on your insurance requirements. We do understand this is frustrating and we do sincerely apologize.
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:05/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 16th I was sent an auto ship package of cpap supplies from Apria in error. I had canceled auto shipments and account deductions in July 2024 when they made a big billing error. I did not receive a notice, confirmation request, bill, or any other sort of communication regarding this *********** insurance had changed on April 1st so I attempted to contact the company to update my info even though shipment was in error. I was unable to log into their website. I was unable to send an online message because I did not have my account number. I attempted to call but was unable to call during their open hours and there is no option to leave a message.On April 27th $442.59 was deducted from my back account without my permission and without prior notice. As the 27th was a weekend I was again unable to get in touch with anyone at the company. On May 1st I received a phone call at 6PM (after their stated business hours) asking to update my insurance information. When I asked about the charges and my concern the person on the line did not listen and continued to ask about insurance information. I was told that I needed to provide my "account number" and when I asked if he meant my insurance policy number or my apria account number he became shorthand demanded my "account number" I explained that I did not know my account number and had been attempting to contact them for over a week. The service member then told me I would have to call back when I knew my account number. I requested to speak to someone else at this point.The next service member was able to explain that I had been charged because my old policy had declined payment. When I asked what I could do to resolve this he said I couldn't, an insurance claim had been filed and my account would have to be "paid in full" before they could issue a refund. He couldnt explain why my account was not paid in full when they had taken the money directly from my bank account. More available as needed.
Business Response
Date: 05/23/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that the credit card refund for $442.59 was processed on 5/22/2025. This may take your bank up to 7-10 business days to reflect the refund (depends on how long it takes your bank to process).
We have made sure that your account has been removed from receiving auto shipments of supplies. If you choose to receive new supplies, you will need to contact Apria to place an order.
Your account has a $0 balance, and you would only be billed in the future for any new supplies or services.
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: 05/23/2025
After waiting 10 days from the notification that my product return was received at Apria I had still not been contacted by anyone at the company. On 5/22/25 I called and was informed that they did receive the return and put it in as a credit on my account because there had been no documentation of my refund request. If I made a request at this point it would "have to be approved" before the refund process would begin.
After bring transfered to 3 different departments I requested to speak with a supervisor. I had to demand multiple times before the representative would even check if one was available. Supervisor "Jennidy Cardos" confirmed that a refund request had not been made and offered to make the request at this time and that it would take up to 14 days for it to be approved before a refund could be issued. I requested contact information so that I could follow up and was told that no one at the company had a direct phone number and there was no one I could contact specifically to discuss my concerns. After many questions on my part Jennidy agreed to send me written confirmation that my concerns were being addressed. Letter is attached. Please note there is no date reference on the letter, only this current request is mentioned as a concern, there is no time frame of a resolution, and there is no direct contact information listed, just the general company phone and email. The Supervisor's last name is not even on the letter. The only reason I have note of who I spoke to is because it's on her email signature.
Strangely enough, a direct phone number for Jennidy is also included in her email signature even though I was told that she did not have one.
I do not trust that a refund will be issued.
Customer Answer
Date: 05/27/2025
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.]
After waiting 10 days from the notification that my product return was received at Apria I had still not been contacted by anyone at the company. On 5/22/25 I called and was informed that they did receive the return and put it in as a credit on my account because there had been no documentation of my refund request. If I made a request at this point it would "have to be approved" before the refund process would begin.
After bring transfered to 3 different departments I requested to speak with a supervisor. I had to demand multiple times before the representative would even check if one was available. Supervisor "Jennidy Cardos" confirmed that a refund request had not been made and offered to make the request at this time and that it would take up to 14 days for it to be approved before a refund could be issued. I requested contact information so that I could follow up and was told that no one at the company had a direct phone number and there was no one I could contact specifically to discuss my concerns. After many questions on my part Jennidy agreed to send me written confirmation that my concerns were being addressed. Letter is attached. Please note there is no date reference on the letter, only this current request is mentioned as a concern, there is no time frame of a resolution, and there is no direct contact information listed, just the general company phone and email. The Supervisor's last name is not even on the letter. The only reason I have note of who I spoke to is because it's on her email signature.
Strangely enough, a direct phone number for Jennidy is also included in her email signature even though I was told that she did not have one.
I do not trust that a refund will be issued.
Regards,

Nielie *********

Business Response
Date: 05/30/2025
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 supplies were shipped on 4.14.25 and received back on or around 5.8.25 when the adjustment was taken and a refund was initiated, however the customer service representative did not properly process the refund which caused the delay. The refund was again initiated on 5.20.25 and on 5.22.25 a refund was processed back to your credit card, as of today 5.30.25 we are showing our payment is pending with your bank. The payment should post this weekend or early next week. We do sincerely apologize for the error that occurred that caused the delay and the frustration it has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 05/30/2025
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,

Nielie *********
Customer Answer
Date: 05/30/2025
The only communication I have received is through a third party enforcement agency. I have not even been contacted by the supervisor who had promised to notify me immediately once my refund request was approved....again.
This company withheld from me a significant amount of money for nearly a month. The only response has been directly to the BBB. I cannot accept the response that they take my concerns seriously when the response is sent to a separate agency, more than 10 days later.
It seems as if there is an enormous communication problem within this company. Unfortunately that problem is being passed along in the form of financial hardship to its customers.
Initial Complaint
Date:05/14/2025
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.
In March 2025, I contacted Apria and provided new insurance information. Then in April, I received a statement with a $205.67 balance. Apria was contacted on April 15 and it was confirmed they had the correct insurance information and would resend the claim to the insurance company. The original claim was denied by the insurance company as the old insurance was provided. Received another bill in May for the $205.67 and called Apria again on May 12 and requested to speak to a manager. Was told they would call back and as of yet, no one has contacted me.Upon review of my insurance claims, Apria has sent three claims in all using the wrong insurance information. I would like assurance this has been resolved.
Business Response
Date: 05/21/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that the March supply claim was submitted to your insurance, however the claim did not transmit with your new insurance identification number. This has now been corrected. Please disregard the $205.67 statement you received. This balance has been adjusted from your account, and please allow up to 30 days for the statements to be updated. Currently there is a $0 balance due on your account, and you will only be billed for any new supplies or services.
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: 05/21/2025
Thank you for the resolution for the $205.67 claim. Upon review of my insurance claims, there are two additional claims from Apria to Anthem in which both have been denied for the exact same reason the $205.67 was denied; the old insurance information was provided. Can you please also correct these claims as well? This information was also reported to an Apria representative on May 13. Not sure if any action was taken.

April 4 claim amount $204.40
May 5 claim amount $111.40

I am disappointed that Apria did not reach out to me via phone as I specifically requested. Any assistance with the two additional claims would be appreciated.
If you need additional information, please advise.

Regards,

****** Frye .
Customer Answer
Date: 05/23/2025
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
Thank you for the resolution for the $205.67 claim. Upon review of my insurance claims, there are two additional claims from Apria to Anthem in which both have been denied for the exact same reason the $205.67 was denied; the old insurance information was provided. Can you please also correct these claims as well? This information was also reported to an Apria representative on May 13. Not sure if any action was taken.

April 4 claim amount $204.40
May 5 claim amount $111.40

I am disappointed that Apria did not reach out to me via phone as I specifically requested. Any assistance with the two additional claims would be appreciated.
If you need additional information, please advise.

Regards,

****** Frye .

Regards,

****** ****

Business Response
Date: 05/30/2025
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 spoke with the patient and his spouse regarding the patients account. Responded to the patient/spouses questions regarding the billing of supplies received and how the provider must bill for the supplies. Advised them that the account has a zero balance as due to our error the balance had been adjusted off.
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: 05/31/2025
I have spoken to a representative at Apria and we now have a final resolution. This complaint may be closed.

Regards,

****** Frye
Initial Complaint
Date:05/13/2025
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.
My insurance changed as of 1/1/2025 and it has been an absolute nightmare ever since. It took 3 months and many calls to get that information corrected. In February 2025 I received filters and 3 cushions ONLY for my CPAP. I paid the charges of $270.76 and I am now receiving texts and emails indicating that I owe an additional $67.70. How can 3 cushions and filters cost that much? I have asked to speak with a supervisor to no avail. Last week I was informed that the $67.70 is a credit! I want an itemized bill indicating what I am being charged for. The statements I have been receiving have charges and credits with no explanation. I will also be contacting my state ************************* as well as the BBB.
Customer Answer
Date: 05/20/2025
Good afternoon,
Attached please find the *** from Presbyterian, my insurance provider. I did receive the heated tubing (Item 4) as well as Item 3 in part. Item 3 should have included the head/chin strap and was not included in this order. I am willing to pay for what was included and apologize for my errors previously indicated.
Please advise should you have any questions.
Sincerely,
****** ********
Customer Answer
Date: 05/20/2025
Good afternoon,
Attached please find the *** from Presbyterian, my insurance provider. I did receive the heated tubing (Item 4) as well as Item 3 in part. Item 3 should have included the head/chin strap and was not included in this order. I am willing to pay for what was included and apologize for my errors previously indicated.
Please advise should you have any questions.
Sincerely,
****** ********
Business Response
Date: 05/22/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that based on the order we shipped you received more supplies than you indicated. The charges for the supplies you received are based on the contracted rates set by your insurance not the provider and your insurance applied to your 2025 deductible. We will prepare an itemized statement for the 1/28/25 date of service and mail to the address we have on file, please allow 7-10 days to prepare and mail. Your account has a current zero balance, no open invoices pending or rental equipment.
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: 05/22/2025
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 did misspeak and apologize that I didn't mention the other items I received. However, Item 2 on the *** is incorrect. I did not receive the headgear which holds everything in place. The last headgear I received was in October 2024. I need Apria to send me that item only.

Regards,

****** ********
Business Response
Date: 05/29/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that on the itemized statement we mailed to you it did not include a headgear. Per the orders processed and shipped headgear was shipped on 10.28.24 & 3.15.24 and your explanation of benefits should reflect the same. We will email our resupply team to process your request and if they should have any questions we will ask, they contact you. Thank 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: 05/29/2025
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.
The resolution and Apria's response really is unsatisfactory to me, however, I am done with this whole process, and will be using another approved provider for my CPAP supplies. I do appreciate the BBB's efforts and intervention on my behalf.

Regards,
****** ********
Customer Answer
Date: 05/29/2025
Good afternoon,
I am sincerely grateful that you contacted Apria on my behalf. I do apologize for my oversights; it was only after I received the Explanation of Benefits from my insurance provider that I realized my mistakes.
There obviously has been miscommunication between myself and Apria. Since Apria has advised that I do not owe them any money going forward, I am terminating the purchase of **** supplies from them and will be purchasing from another provider of CPAP equipment.
Thank you again for your assistance!
Best regards,
****** ********
Initial Complaint
Date:05/13/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told my device was ready on 4/22/25. On this date I spoke with a representative about updating my address. He told me that he had updated my address in their system and that it would be shipped to the correct address. I called again 4/24/25 because I had not received any tracking information and was assured again that the company had my correct shipping address. However, my equipment was shipped to the incorrect address on 4/29/25. I called the company for the 3rd time 4/29/25 when I realized my equipment was shipped to the wrong place. I asked to speak to a manager and I was denied. I also sent an email to customer service on 4/29 trying to resolve the issue. I have not received a response from customer service as of today 5/13. On 4/30 I filled out a survey the company sent me and expressed my concerns. I have not received any communication from that survey either. I called the company again 5/8 and I was told that I would have tracking information by 5/12. I did not receive any tracking information by that date. 5/13 today I called again and again did not get an answer on when I would be receiving my equipment. To summarize that is 5 calls and 2 emails (unanswered) over 3 weeks to try and resolve something that should have taken 2 days.
Business Response
Date: 05/27/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the customer service manager confirmed that original equipment was shipped on April 28, 2025. On April 29, 2025 it was discovered that the supplies were being sent to incorrect address. Our shipping company was contacted to redirect the supplies. After receiving a response from the company that they could not redirect, new supplies were shipped on May 02, 2025. On May 08, 2025 patient called in and stated equipment was sent to wrong address and request was escalated. On May 13, 2025 logistics team attempted to obtain delivered equipment from the wrong address to relocate it to the patient. Apria was unable to obtain and scheduled with patient to pick up from branch. Noted on May 14, 2025 equipment was picked up from the local branch and signed for. On May 23, 2025 follow up from branch to patient to attend to any further needs.
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: 05/28/2025
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:05/13/2025
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 started using them they sent an electronic statement. I told them I could not open and requested paper statement. I told them When I receive the statement I pay by check. I do not give my card number on the internet. They said that was fine. Every month I get multiple late notices. Each time I call and explain it again. This time when I called I was told that checks take 5-6 weeks to post. I have called at least 10 times and each time they say I can pay by check but dont explain why it takes so long to post.
Business Response
Date: 05/20/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that if payment is sent to the address on the statement and the patient includes that statement portion when mailing in their payment it should take 7-10 business days, which is an average based on what day the payment is mailed. Apria works with ******** to process and post our payments, whether it is credit card or check. Statements are mailed out monthly, which will include current, past due balance and if a balance is in danger of being sent to collections or has been sent to collections, we did not see where more than one statement is being sent out per month. We have placed a permanent call removal on your account which will keep the billing representatives from contacting you regarding your balance. We do sincerely apologize for the miscommunication and the frustration it has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 05/20/2025
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
I have requested a detailed statement of all payments and all charges to ****** because the statement only gives my co pay which isnt sufficient. When I receive this I will pay any outstanding balance.

Regards,

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

Business Response
Date: 05/27/2025
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 will prepare an itemized statement and mail to the address we have on file. Please allow us 5-7 days to prepare and have mailed as it can require a significant amount of time to prepare as we will be going back to May of 2024 when you received the rental equipment.
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: 05/28/2025
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
as on the previous rejection I am requesting a detail of my payments and charges as my records do not agree I have not received it as of today

Regards,

Pst Mcgruther
Initial Complaint
Date:05/12/2025
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 health is charging me $50 and my insurance the same amount so a total of $100+ for a nebulizer machine that cost $***** everywhere else. They say that it's a rent to own but I did not sign anything that I approved of this rent to own. I was told by my son's pediatric that I would be giving a nebulizer machine and would have to pay maybe a minimum of like $10 to $15 to keep it. I have researched the drive nebulizer machine and I can buy it for ***** on any website or medical supplie store nearby. I have call Apria and been on the phone for 2 and a half hours plus, and they just keep transferring me and saying that there is no avaliable manager to help overwrite the bill/give me a return label for the machine. The whole point of insurance is to help with these things, and this company Apria is saying its the insurance when the insurance already paid for the machine why do I have to pay for it too. That is not right. Please assist in getting these company's under control I am a stay at home mom with a husband who works 50+ hour weeks just to make ends meet who cant get a job ****** its not enuf to be able to afford daycare for our youngest because of the rising cost of everything and now these helath companies are taking advantage of all the hard working tax paying individuals.
Business Response
Date: 05/19/2025
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 insurance rents the equipment for 10 months and sets the contracted rate not the provider of the equipment. Typically, you can purchase equipment online at a lower rate as they are not billing insurance and can set pricing whereas a provider is contracted to provide and bill the insured and payor based on the contracted rate again that is set by the insurance. Based on your insurance coverage your plan covers 50% with no deductible with patient having a responsibility of 50%. Based on comments from 5.12.25 you spoke with the manager, and she sent a box and return label for you to return the equipment, however the current balance of $22.42 is valid and will not be adjusted, the billing will stop once the equipment is returned. Unfortunately, your pediatrician gave you misinformation regarding your cost for the rental equipment prescribed. On 3.3.25 a representative called to let you know an order was received from your childs pediatrician and the order would be shipped by *** Ex, when to expect etc.
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:05/12/2025
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.
Im billed ****** for services done from 8/24/24 to 3/10-2025. I paid $258. and plus cents on 12/28/24 for DOS from 8/24/24 to 11/2024. I have two insurance which *** and ******** is secondary. I received a rejected letter from ******** that claims has been rejected because they are not the primary payor of the claim and the claim needs to be billed to ***. They billed UHA and the pay some, but did ******** pay their portion? Ive reached out to April and spoke to multiple person and all of them keeps advising me to disregard the bill because they are still reviewing my file and ******** has not paid but now i received an alert on my phone that i missed the payment. Why Apria is dropping the remaining balance on the patient while in the process of billing ********.
Business Response
Date: 05/21/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that our billing team is actively working to correct your account. We have submitted the documentation your primary is requiring and resubmitted the claims to your primary insurance. Your secondary insurance had not been added to your account till ******, causing you to be billed. Please allow your insurance(s) for at least 30 days to review our resubmitted claims. Your secondary insurance is suspending for primary resolution. Once the insurance reviews and payment is received if a refund is due, then a refund will be issued. We do apologize for the errors and the inconvenience 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:05/08/2025
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.
In ******* of 2024 my daughter was rented Oxygen equipment for *** from the local Farmingon NM branch. The equipment was attempted to be picked up without notice in early February and no one was home and then it was picked up the following week after it was scheduled. I even spoke to the driver on the phone who told me how far out he was on the day of. I recieved a bill in Feburary 2024 after insurance was processed and paid that within 2 weeks. 13 MONTHS later I received a bill for equipment not returned. I called Apria and the employee informed me that I needed to call the local branch to confirm I had returned the equipment. I called them immediately and they confirmed with me that they didn't have any record that equipment was missing related to my account. They said they would inform the billing department. I recieved the next bill in March and called Apria a couple more times. Both times the employee said they would reach out to the local branch and then return my phone call. I called Apria two more times and left messages that were never returned. Apria has said multiple times they have tried to reach the local branch and have been unsuccessful, that is an issue that needs to be rectified within the company, that is not my responsibility. Once I eventually got a hold of someone again at Apria billing the bill had ALREADY been sent to collections!This is absolutley unacceptable, first for not working dilligently to resolve the issue in a timely manner when I am actively reaching out to solve it and second, to hold a customer responsible for a mistake a company employee made (i.e. not documenting the return of equitment). Am I to believe that an employee can just claim that equipment or supplies were not returned, charge a customer, and then neglect working with the customer before sending a bill to collections?I expect a quick resolution to this matter.
Business Response
Date: 05/12/2025
I am unable to locate ******* ****** in our system, but looking at the concern, the equipment was for her daughter, and that is who we need info on to locate account and get this investigated. Can you reach out to them and inquire? Thank you!
Customer Answer
Date: 05/12/2025
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.

Requested Information - Patients name is ******** ******

Regards,

******* ******
Customer Answer
Date: 05/12/2025
The company has not addressed my complaint. I am still waiting for a return phone call.
Customer Answer
Date: 05/19/2025
Hello,
I have not received any communication from Apria Healthcare and am hoping that they have see the latest response. Please advise. Thank you!
Business Response
Date: 05/27/2025
Please provide your daughter's name so we can locate her in our system and investigate and respond to this concern. Thank you
Business Response
Date: 06/03/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that an error occurred when the equipment was returned, we have recalled the balance from collections as it was sent in error which leaves the account with a zero balance. Please allow the collection agency 30 days to remove, during this time frame please disregard any calls or statements you may receive. We do sincerely apologize for the error that occurred as this was purely human error and we do completely understand your frustration and again sincerely apologize.
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:05/07/2025
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.
Following my diagnosis of sleep apnea, upon initiating contact with Apria, I interacted with multiple representatives who exhibited a high level of professionalism; however, I found their communication to be misleading. I was informed that my initial payment for the **** machine would amount to $62, followed by monthly lease payments of $12 over a 12-month period, after which I would own the equipment outright. Additionally, I was assured that the costs for the **** equipment and necessary supplies were included within these terms. I specifically inquired multiple times regarding insurance coverage, and was repeatedly assured that my insurance would cover these expenses. However, first month in I was presented with a bill totaling over $320, which was unexpected and inconsistent with the prior representations made by Apria's representatives. Upon contacting Apria's billing ***** I encountered significant communication barriers, as many representatives demonstrated limited English comprehension and appeared to be reading from scripts. They were unprofessional and I was met with threats of collection actions if the outstanding balance was not addressed promptly. When requested to escalate my concerns to a manager, I was informed that no further assistance was available beyond the representatives I had already spoken with. After returning all items provided by Apria, I contacted my health insurance provider, only to discover that Apria had submitted multiple, repetitive charges at varying amounts. This experience has been profoundly disappointing and has raised concerns regarding Apria's billing practices, which appear to be the subject of numerous lawsuits based on similar complaints. In light of these circumstances, I feel compelled to highlight the detrimental impact of Aprias corporate practices that exploit consumers. I have settled the final bill of $374.04, which appears to include additional fees, as I wish to protect my credit score from any adverse effects.
Customer Answer
Date: 05/13/2025
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.

Just like how unprofessional, unhelpful, and uninformed Aprias billing department representatives were before. The person responding to this complaint is as well. I dont know if you have the wrong account, your systems are that bad, or your company is this ill willed. I made the calls late April and early March. My cpap machine and equipment was returned on March 6th 2025 via Aprias scheduled pick up from my residence. I have emails and pictures to show proof. I also just got off the phone with Apria and was told that My equipment was picked up on 3/6/2025. please get your facts in order.

Regards,

***** *********
Customer Answer
Date: 05/13/2025
Hi BBB,
The response from ***** is all wrong and I believe they mixed up someone else's account and not mine. I just got off the phone with a Apria representative and they confirmed that the equipment was returned on march 6th of 2025. All the information in their response doesnt not match to mine.
Business Response
Date: 05/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that on 1.29.2025 you signed the Sales, Service Rental Agreement (SSRA) that
showed the equipment is a rental and the coinsurance due for the equipment received. Based on your insurance
you have a high-deductible plan and until the deductible is satisfied the insured is responsible for all charges. As
much as it is the Apria representatives responsibility to discuss your insurance coverage, the insured has a
responsibility to know their coverage. The claims were submitted to your insurance on 1.27.25, 2.5.25 and
2.27.25, the equipment was returned on 3.6.25, and no new claims were sent to your insurance after the 2.27.25
date of service. Under your insurance they do not include the supplies as part of the rental of the equipment, they
are billed separately and as needed not monthly. We do apologize if you feel there was a lack of communication
on behalf our customer service 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: 05/13/2025
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 completely understand and was expecting this type of response... It's the same response you have shared with all of your other mistreated clients who felt for your "Bait and Switch" tactics. Until another law suit comes up! I will never do business with you again and I hope more people see who they are doing business with and the kind of company you are
Regards,

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

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