Complaints

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

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• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  100 Dowd Rd Bangor, ME 04401

• 

  Apria Healthcare

  6103 E Molloy Rd East Syracuse, NY 13057

• 

  Apria Healthcare

  40 Sebethe Dr Cromwell, CT 06416

• 

  Apria

  254 Wisner Ave Ste A Middletown, NY 10940

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:05/22/2024

  Type:Billing 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.

  On May 21, 2024 I looked into an issue with my billing for my rented cpap machine from Apria. I did the typical thing a user would do and pulled up the e-receipt from my bill on their website epay.apria.com. On the e-receipt it provides the billing number as ************. I call the number and listen to the automated system and click through to billing. When I get contact with a customer support rep, they immediately ask me for my checking account or saving account information related to the account for "verification". I tell them I should not need to provide it for verification and I pay with a credit card. They tell me that the credit card would be linked to my checking/saving account so I need to provide that information. After several back and forths and being cussed at I hung up. I do some research and find that Apria has a data breach (and possibly a complete hack) back in 2021, but failed to report it until 2023. I go to the Apria's website directly and find a billing number as ************. I call the number, a different automation system comes than the first one, I get through to a customer service rep and they ask for my Name, DOB, Account Number, and ZIP (at this point it seems legit). After getting my initial question answered, I contact their customer service and report issue I experienced. It seems with the possible hack, their e-receipt template was modified to have the billing number on the e-receipt changed to a scammer's number to gather checking/saving account information from users, those who would be less skeptical than me. I would like to ensure this issue gets investigated properly and handled before someone gets fully scammed.

  Business Response

  Date: 05/29/2024

  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 current balance on your account is $93.64. We have one open claim to the insurance for March date of service, if insurance denies our claim the balance will reflect what is unpaid by the insurance. The rental equipment rents for 12 months then will convert to sale and belong to you. Currently the rental has met the 12-month contract set forth by your insurance and will convert to sale once payment is received. We have ensured that our phone lines are working properly and have confirmed they are going where they are supposed to go. We called the number you provided that was on your statement as well as ************ and both have the same automated message. We very much appreciate your concern and for bringing this to our attention. We do sincerely apologize for any 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: 05/30/2024

  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:05/20/2024

  Type:Billing 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 purchased cpap supplies from Apria March 1, 2024. I paid $249.77 total. I was charged May 17, 2024 for $32.41 from Apria. I called to find out what for and they said that the charge was for cpap supplies that I owed from March and that I only paid $217, not $249.77. I have proof from my bank that I paid for my cpap supplies in full.Also, I had asked Apria to allow me to pay for the balance of my cpap since I had to drop my health insurance and I had only paid some towards my cpap machine. They said yes and so I paid $921.65, $15.44 and $16 to pay balance in full because they said that the cpap machine went up for the total cost of the machine. Originally they quoted $921.65. I asked them to email me a receipt showing that I paid for the cpap in full, I still have not received a receipt. I no longer want anything to do with Apria and I want them to stop charging my debit card completely.I can not get straight answers with the billing department, they are in another country and there is a communication breakdown. Please help me with these issues.Sincerely,*********************************

  Business Response

  Date: 05/28/2024

  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 initial payment for the supplies received on 3.1.24 the payment was split and ***** was applied to for dates of service 2.17.24 & 3.17.24 for the rental equipment, the second debit done on 5.16.24 of *****was applied to the supplies received on 3.1.24. We have reversed the payment of ***** and have requested a refund back to you of that amount. We have removed your credit card so it cannot be used and your account has a zero balance. The rental equipment was converted to purchase on 4.1.24 so no other rentals will occur. With the payment reversals and the adjustment take this should bring the purchase price to ****** as you had been previously quoted. We do sincerely apologize for the frustration this has caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  Sincerely,
  Apria Healthcare LLC

  Customer Answer

  Date: 06/05/2024

  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. 
  
  I never received, via email, a Paid In Full receipt to show that I paid for my cpap machine and have a zero balance. Your response states that I have a $921 and change due. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 06/06/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Billing Representative has confirmed that after reviewing your previous complaint a Paid in Full email was not requested and,in our response, we did mention your account has a zero balance. A HIPPAA verification email has been sent to the email address we have on file, if we do not receive if  a response is not received a letter will be sent to the address we have on file. Also, the refund amount stated in our response is $32.41 and that was refunded to your credit card on 5.28.24, the $921.65 was the amount you had been quoted for the purchase of 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: 06/10/2024

  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. 
  
  Just this morning 6/10/24, I received an email with a monthly statement attached. If I owe nothing then I should not be receiving any statements.
  

  Also, in my original complaint I said that I asked for a email of a receipt stating paid in full for my cpap machine. I never received one from customer service.
  

  Please make everyone at Apria aware to not contact me through any form of communication.
  
  Regards,
  
  *********************************

  
  

  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 Billing Representative confirmed that an email was sent 6/10/2024 letting you know to disregard the statement that received and verifying that the **** machine was paid in full. Additionally, you have been indicated to receive no contact in any form from Apria.
  
  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 response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/20/2024

  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.

  I have been double charged for the month of May in the amount of ***** on May 7th. I want a refund of ***** and I want a paper bill mailed to me monthly. Account # **********.

  Business Response

  Date: 05/28/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that there were two recurring payments set up on your account for $22.23.  We have canceled one of those and have requested that a refund check of $22.23 be sent to you. You may receive an email or text message from the Paychoice.com regarding electronic or check refund options. Please allow 21 business days for processing.
  You were not receiving a statement because the date it was set to generate was after your payments were posted to your account making it appear to have a zero balance.  We have corrected this for June.  The statement date is now set for after both of your equipment items book for the month, but before your payment of the $22.23 is set to come out on the 5th of each month.
  
  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: 05/28/2024

  I called Apria and they said I should get a refund ck in about ***** days we'll see if not I will get back to you **

  Customer Answer

  Date: 05/30/2024

  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:05/20/2024

  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 paid my ** payment for what was owed on my acct in February 2024. My Physician sent in a new RX for medical supplies and Apria called and notified of a ** pay due prior to shipment which I paid via telephone by my credit card over 3 weeks ago. I called today 5/18/24 to check on the order I was told they cancelled the order because of non payment of my original ** pay from February. I mailed that ** pay $62.74 via US Mail via money order priority.I have **nfirmation through tracking that the payment was delivered. They are withholding my medical supplies due to their billing error.

  Business Response

  Date: 05/22/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that no record of payment has been received to apply to your open balance. Per comments that you have had with Apria customer service they have requested proof of payment and you have refused to provide. If the money order you sent does not have your name and account information on it then the Apria account cannot be identified and payment will not be posted. Please provide proof of payment so that we may research the payment.    
  
  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:05/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use Apria Healthcare for supplies for my Cpap machine. I am transferring from Adapt Health to Apria and I needed cushions (nose piece) for my machine because I didn't have any. I spoke to ***** (don't know her last name) in the Apria Healthcare ************** on Monday, May 6 and I gave her the information about my machine and required nasal mask (Eson 2). She ordered 6 cushions for me and I paid for them with my credit card. I received the cushions on Friday, May 10, but they sent the Eson cushions instead of the Eson 2 cushions I need for my machine. I called Apria on Monday, May 13 and spoke with a supervisor about receiving the wrong cushions for my machine. I received an email notice on Tuesday, May 14 the cushions were shipped and I should receive them on Wednesday, May 15 via **** When I didn't receive them, I called *** and learned the package was lost and that Apria could file a claim to get reimbursed since it was sent Next Day Air. I have called Apria multiple times each day and spoken to several Apria representatives including *****, a supervisor, about getting a replacement shipment. As of today, Monday, May 27, Apria has not approved sending me a replacement shipment. I am concerned about my health (possible infection) and angry that I have been using the same cushion on my machine for 4 weeks due to Apria's error and my package being lost at **** Cushions are supposed to be replaced on the Cpap machine every 2 weeks and I do not understand why Apria did not authorize and send me replacement cushions ASAP due to the circumstances I have described.

  Business Response

  Date: 05/23/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Sleep Resupply team has emailed you instructions about returning the incorrect product. The correct supplies have been shipped to you; tracking# 1Z92R5624238544504.
  
  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: 05/23/2024

  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: 05/24/2024

  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.]

  Please add this additional information to my BBB Complaint re Apria Healthcare.

  I received a bill from Apria Healthcare on Saturday, May 18 for $7.30 for Cpap supplies. I wasn't sure what the bill was for, so I spoke to a representative on Monday, May 20 and she told me I didn't have a balance. When I said I received an invoice, she stated the bill had already been paid because I had enrolled in auto pay, and my credit card had been charged this amount.  I told the representative I never enrolled in auto pay and asked who authorized this, but she was unable to tell me how I was enrolled. Since I received a bill on Saturday requesting payment by June 1, someone at Apria must have turned on auto pay to use my credit card because on Monday the bill was paid and I didn't have a balance. I am upset this happened without my authorization.
  

   

  ***********;

  ********************************
  CDW Associates
  Phone: **************
  
  
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 05/29/2024

  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 credit card we have on file was removed and cannot be used for future or current charges without your verbal approval. When we reviewed your account and we did not find any comments regarding the credit card, however we were able to trace the charge and we have sent a request to the supervisor to use this as a training opportunity with the representative. We do sincerely apologize for the frustration this has caused.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 06/03/2024

  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:05/20/2024

  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 reference to Apria *********** located in **************. The employees at Apria *********** in ***********, Tn including ***** the Supervisor have put the blame on me for the billing mistake made by the billing department of Apria? I presume. I paid my bill online which showed that I owed $17 and some change. A few days later I received an email showing I owed $157 + change. I called the billing office but could not understand the foreign person. I ask to speak with someone else but was not allowed to. I called the Apria in ***********, the location at which I rent my concentrator. The Supervisor told the employee to tell me she would return my call. I did not hear from the Supervisor until the next day. She left a voice mail telling me to call. I called and a employee told me the Supervisor ***** told her what to tell me, which was I owed the $157+ because my deductible had not been met. I ask her why the online billing showed I owed $17+ and I paid it. She put the blame on me saying I owed the money because of my deductible. They never answered my question as to why the online payment portal showed $17 + change was owed. The whole time I have been doing business with Apria there have been billing issues. I am not sure if I have over paid. I do not trust this billing office. I would like to see them audited. The employees at Apria do not treat the customers with respect. I will be switching DME Companies. The company needs to be audited.

  Customer Answer

  Date: 05/18/2024

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

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

  Business Response

  Date: 05/22/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that unfortunately the online portal only updates every 30 days but billing can change when we hear from your insurance company.  We only bill a patient for their deductible amount after the insurance tells us the patient owes the balance.  Your oxygen concentrator rents on the 1st of every month and we bill out $87.25 total, we bill you $17.45 for your 20% copay, and we do not bill the other 80% ($69.80) until we hear from Cigna because Apria does not have a way of knowing what else might possibly have been applied to your deductible.  We did verify your insurance on 5-15-24 and per Cigna you still have $563.75 left to meet your $1000 deductible.  Cigna should mail you your explanation of benefits and that should always match up to what Apria is billing.  We never bill outside of what the insurance tells us to.  Also, I apologize as the manager I did not return your call.  I had several employees out the week of 5-13-24 and do rely on my wonderful staff to help me out. 
  
  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,
  
  *********************************

• Initial Complaint

  Date:05/15/2024

  Type:Billing 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.

  Ongoing issue with Apria for the last 15 months. I received a CPAP machine in Jul 22. The machine was billed on, I believe, a 13 month rental when it converts to a purchase, with an insurance negotiated rate of $51. First invoice from Apria in Dec 22 (I think). The invoice was for over $400 and showed monthly dates of service starting in Aug 22. It stated that insurance had been billed, but there were no EOBs from my insurance and I had been billed for the entire $51 per month. I contacted Apria and was told that I was not covered by insurance. Apria had the wrong contact info for claim submittals. I provided the correct contact info and was asked to give them time to get it resolved. Then, I started getting letters from a collection agency. Called, was again told that I had no insurance. I did a three-way call with an insurance rep and again provided correct contact info. I was contacted by Apria and told that they had submitted the claims and that I owed a 20% copay. I paid a total of $127 in Jul 23. No word from Apria and account was current until I got an invoice for ~$550 in Nov 23 for the same dates of service as the original invoice. Called, and was again told that I didn't have insurance. And Apria started submitting invoices for collection within the month. Another three-way call. Apria finally submitted a claim for $874.72 with a single date of service of 7/7/2023. The insurance allowed $51 (it's a monthly rental code) and paid the full amount. Turns out, I don't have a copay with my insurance, patient responsibility is $0. Called and asked about the other dates of service and have been told in Jan, Mar and May that Apria is escalating and they need 30 to 45 business days to resolve. The billing department sent men to my house today to confiscate the machine. Harassment. I've paid a total of $135.50 and Apria still shows $440.50 in collections. I can't begin to detail the lies I've heard from the billing department, and the issue is still not resolved.

  Business Response

  Date: 05/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that per ******* at your insurance your policy was active from 12.1.2017 to your term date of 11.30.2023, the policy had a $6000 deductible and once met your insurance would cover at 80% with patient responsibility of 20%. Apria does not provide patients with EOBs once a claim is submitted and reviewed by your insurance, they should be providing those. Upon review we did see errors that occurred in regard to the billing of the equipment you received on 7.7.2022. We have recalled the balance from collections, the equipment has been converted to sale and belongs to you, we have adjusted off the open invoices leaving the account with a zero balance. Please allow the collection agency 30 days to remove the balance and to notify the credit bureau of the error, please disregard any calls or statements you may receive during this time. We do sincerely apologize for the frustration this has caused.   
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 05/28/2024

  I disagree with Apria's assertion that I have a 20% copay per my insurance policy. I also realize that Apria does not provide an EOB. The issue was that my insurance company, who does provide EOBs, had no record of a claim submitted from Apria until April 2024 (15 months after I received the initial invoice). However, at this point I would be satisfied if the amount in collection is recalled and the account listed with $0 due. I would like to keep this complaint open until the recall from collections is complete and the account shows a $0 balance due. I had a prior complaint on this issue in May 2023. Apria responded similarly that the amount then in collections would be recalled and that I would only be billed for the 20% copay. The monies with collection were recalled and I paid the 20% charges in July 2023. I thought the issue was settled until I received an invoice in November 2023 for the total amounts for all the previous dates of service that were the subject of the initial complaint. And, I was informed, again, that I did not have insurance coverage. Again, Apria had the wrong insurance contact information. So, I am very skeptical that Apria will follow through with their stated resolution. As stated, I would like the complaint to remain open until Apria's proposed resolution activities are confirmed.

  Customer Answer

  Date: 05/30/2024

  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 disagree with Apria's assertion that I have a 20% copay per my insurance policy. I also realize that Apria does not provide an EOB. The issue was that my insurance company, who does provide EOBs, had no record of a claim submitted from Apria until April 2024 (15 months after I received the initial invoice). However, at this point I would be satisfied if the amount in collection is recalled and the account listed with $0 due. I would like to keep this complaint open until the recall from collections is complete and the account shows a $0 balance due. I had a prior complaint on this issue in May 2023. Apria responded similarly that the amount then in collections would be recalled and that I would only be billed for the 20% copay. The monies with collection were recalled and I paid the 20% charges in July 2023. I thought the issue was settled until I received an invoice in November 2023 for the total amounts for all the previous dates of service that were the subject of the initial complaint. And, I was informed, again, that I did not have insurance coverage. Again, Apria had the wrong insurance contact information. So, I am very skeptical that Apria will follow through with their stated resolution. As stated, I would like the complaint to remain open until Apria's proposed resolution activities are confirmed.
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 05/31/2024

  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, the balance in collections has been recalled and there are currently no active rentals or open invoices. We have printed off account information that will be mailed to **************** at the address we have on file showing the above information. Apria does not own or operate the collection agency and has no say over how long it takes for the agency to remove the balance, update the credit bureau or the sending of statements or calls made, **************** can confirm with the collection agency that Apria recalled the balance. We can only confirm the actions taken by Apria Healthcare. 
  
  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: 06/11/2024

  I received the promised Apria letter on 6/8/2024 providing a printout showing no open invoices or amounts in collection. I was waiting until the promised letter was received before responding on the status of the complaint. I would have appreciated the opportunity to provide this information to printed with the complaint resolution should the complaint be posted. Perhaps a reminder or request for a final response would be better than closing the case with no communication.

  Customer Answer

  Date: 06/18/2024

  The complaint results can show that the complainant is satisfied with the resolution.  

  Thanks

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service 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.

  Since January 2024 we have contacted Apria Healthcare Equipment rental via phone and email regarding a return of a wheelchair that was rented on 10/20/2023. We have also contacted the ****** that rented the equipment in IL with no success. The website pick up request always triggers "we need more information". It also says they will call. When we do reach a rep, they state they will call back in two days. We have yet to receive a call period. I just attempted to contact the ******** FL ****** and was on hold for ************************************** Apria has also continued to bill insurance throughout this period. We have exhausted all means of returning this wheelchair and need assistance. Patient: ******************** Address: ********************************************. Acct. #******. Initial work order# W4809535. Ref Code: *AFY63. Please find attached the rental form as well as the most recent billing to Humana for the wheelchair.

  Business Response

  Date: 05/21/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the equipment was initially delivered to a facility while in ********. The equipment has now been picked up (5/17/2024) from the Florida address.  We have requested the insurance be refunded for the March and April dates of service as the pickup was not processed during this time as requested.  The equipment has been removed from the account and there is no further billing.  
  
  
  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: 05/21/2024

  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. 
  Please note we have been trying since January to return the wheel chair.  We received no contact from Apria.  A driver just showed up one day requesting the wheel chair.  We would have appreciated communication which has been the issue since January. 
  
  

  Regards,

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

• Initial Complaint

  Date:05/13/2024

  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.

  Apria keeps billing for charges months after returning the equipment, and after supposedly having the account reconciled and paid. Tried calling them and after asking for a supervisor it makes clear that its worthless to call them. At this point I just want them to stop contacting and billing for bogus reasons.

  Business Response

  Date: 05/21/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the balance due is from a 12/15/20223 invoice for the rental. Your insurance applied this balance towards your deductible.  This balance was still pending under your insurance when you made the payment in February.  When you called to settle the account, you were not advised of this pending balance. Therefore, as a courtesy, Apria has adjusted the $49.19 balance due on the account.  Your account as of 5/20/2024 reflects a $0 balance due and there is no other billing pending on your account.
  
  
  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:05/10/2024

  Type:Billing 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.

  Bank has already issued a credit, however the company sent information to my bank and is requesting the money be sent back to them. Bank will not hold the credit any longer until this company send a credit letter to them. Money is scheduled to come out of my account on this Monday 5/13/2024. I have spoken with ******, and a **** as well as my health insurance company calling them twice. Letting them know I am not out of network and to send the bills which this company did all 2023 but has not in 2024.

  Business Response

  Date: 05/16/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that we had your account reviewed by our payor change department, which has confirmed that Apria is in network with your insurance. Your insurance has a 365-day retro authorization and we have requested the authorization be obtained so that we can bill the open invoices. We have requested a refund of $421.55, please allow 7-10 business days to be approved and processed. We do sincerely apologize for the errors that occurred.
  
  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: 05/16/2024

  This company has taken money from me because they claim my health insurance did not pay the EOBs, however this company submitted the claims wrong and has been giving my health insurance a hard time. These claims from what I show on Aprias website has been paid and yet they still took the money out of my bank account. I have provided a letter from them stating this were in the wrong and I have attached the letter to this case. To date the money has not been put back into my account.

  Customer Answer

  Date: 05/17/2024

  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.]

  This company has taken money from me because they claim my health insurance did not pay the EOBs, however this company submitted the claims wrong and has been giving my health insurance a hard time. These claims from what I show on Aprias website has been paid and yet they still took the money out of my bank account. I have provided a letter from them stating this were in the wrong and I have attached the letter to this case. To date the money has not been put back into my account.
  
  Regards,
  
  Sahara *****

  
  

  Business Response

  Date: 05/20/2024

  We have requested a refund of $421.55, please allow 7-10 business days to be approved and processed. We do sincerely apologize for the
  errors that occurred.
  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: 05/23/2024

  This company actually owes me $737.05, they have actually refunded $140.34. So now they owe me $596.71

   

  thanks

  Sahara

  Customer Answer

  Date: 05/23/2024

  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.]
  
  Regards,
  
  *****************
  

  Customer Answer

  Date: 05/23/2024

  I changed my mind I will accept the business result 

  Business Response

  Date: 05/28/2024

  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 had been approved on 5.24.24 for $281.21 and another refund was requested on 5.28.24 in the amount of $275.26. The amount charged to the credit card was $749.15, with the $140.34 already received the total refund would be $696.81 as Apria applied your patient coinsurance for the rental equipment of ***** to the 6.14.23, 7.14.23, 8.14.23, 9.14.23 dates of service as well $5.10 applied to supplies received on 12.13.23 for a total of $52.34. Please be advised since we have requested the refund of the remaining balance, if your insurance denies the open claims as patient responsibility (PR denial) you may receive a bill for any remaining balance and you would be responsible for appealing your insurances decision. 
  
  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