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:05/09/2024

  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.

  On 2/28/24 I went on and paid my invoice that was due in the amount of $187.23. I am signed up for automatic payments and they pull on the first so on 3/1/24 this same payment amount was charged to my credit card again. I called a few days later requesting a refund and was told that I have an insurance claim from July of ****************************************************** a refund at this time. I thought this was ridiculous. This is clearly a double payment for the invoice I received. I have never missed a payment. I will pay the invoice when I receive it. And why is a claim that is a year old my problem? That's between you and my insurance company. I was told there was nothing they could do. I have now called 6 - 8 times trying to get my money back. I called my insurance company and they said the claim was resubmitted and processed. Apria agreed. Still no refund. I was told 3 or 4 times now that the refund has been requested. Each time I call back 2 weeks later and there is a new excuse. On 4/26/24 I was told they would mail me a check and to allow 14 business days for it to arrive. I don't want a paper check, but whatever, as long as I'm getting my money back. Today, 5/9, I called to check on this. Still no status update. I realize it has only been 14 days and not business days but this has gone on long enough. It has been over 60 days since this accidentally payment was paid and I should have a refund by now. Would this be acceptable if I was 60 days late on my payment to Apria? I don't think so. So it shouldn't be acceptable for my refund either.

  Business Response

  Date: 05/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the open invoice for date of service 7.18.2023, the claim was short paid by the insurance and on 4.18.2024 payment was received and applied to the open balance. Apria can hold the balance in as a credit on the account to pay for any open balance on the account. On ******* the refund was approved and a check was issued, if the credit card charge is over 45 days, we can no longer refund back to the credit card. We do 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: 05/13/2024

  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. However, a check was not issued. I received an email where I was able to ***** the refund back to my account on 5/10/24. So I finally received my money but not exactly how they said. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/08/2024

  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.

  In Dec 2023 I notify Apria's office in ********* that I had changed insurance and gave them the new insurance information to a lady in their office. From January through March 2024, I received no billing from them for the units and there were no claims processed by ******** for them. On 04-08-24 after received a bill for over $500.00 and I spoke with a billing person (*****) and explained the problem, gave him the insurance info again and he stated he would take care of it. On 5-03-24 I received another invoice from them for over $700.00 and a notice that if not paid, they would turn over to collections. I have contacted billing, billing supervisor, the corporate office customer service and have received no call returns from these attempts. The normal billing for services should be approximately $28.94 per month, which i am happy to pay as I am oxygen dependent. Is there anything you can do as I really need some help here. ALL Apria has to do is update info in THEIR system, **** ********, and resubmit the invoice in the correct amount. Sounds easy - Not so much apparently.Thank you

  Business Response

  Date: 05/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that when you spoke with the staff at your local office unfortunately the representative you spoke with did put your new insurance information in the system for the insurance change to be processed. We processed the insurance change on 5.9.24 and it has been added to all the open invoices and to the equipment, claims will be sent to the insurance for review. We have updated your physician information in your account to obtain documentation if required by your insurance. We do sincerely apologize for the error that occurred and the frustration it has caused you.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 05/13/2024

  The response from Apria to the BBB complaint notification appears to be "computer generated" and contains no signature. 

  They have been given numerous notifications of the problem and give a standard notification that "this change will take ***** days to implement" and yet, nothing happens until I receive an invoice for services which they have failed to process with my insurance company and issued corrected billing.

  A "live" person needs to be accountable for their errors and I do not see that happening.

  Thank you in advance for your assistance.

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

  Customer Answer

  Date: 05/23/2024

  The complaint has not been resolved. I have not received a corrected bill, or any written communication from Apria to date.

  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.]

  The complaint has not been resolved. I have not received a corrected bill, or any written communication from Apria to date.
  
  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 claims have been submitted to insurance for review and your account is being corrected.A corrected bill will be sent when available. We do sincerely apologize for the error that occurred and the frustration it has caused you.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  Date:05/08/2024

  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 provides sleep apnea equipment for sleep machine. I was covered with insurance at all times during this period (UMR until March 23 and then BCBS of ********* until present). Apria failed to file the claim with the insurance. They wanted our credit card to charge up random pieces of equipment to send. Since they could not say what amount per month, we refused. We got emails to "log in" to see statement (which said zero). They sent us to collections. We never got paper bill in mail!!! They need to file the claim with the insurance companies and then let us know BY PAPER BILL what is left. They made HUNDREDS off our insurance already. SCAM COMPANY WITH TOO MANY ADDRESSES TO REACH OUT....LOOK AT THEIR WEBPAGE...NO ADDRESS....someone needs to report them to the government!!You call and you get phone tree...never reach someone that can help you.....SCAM SCAM SCAM.....

  Business Response

  Date: 05/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that attempts were made in 2023 to reach you to obtain current insurance information and we did not hear back from you with new insurance information until 3.19.2024.Claims cannot be filed if a provider does not have current insurance to submit to. On 2.1.24 we received a request from you to send an itemized statement to your email. Per our records we showed statements were sent to you in June,July, August, September, October, November, December 2023, and January 2024 for supplies received as the rental equipment had converted to purchase on 12.30.2021 and belongs to you. The balance in collections is valid as it is for dates of service that Apria did not have current insurance information. Our website Apria.com gives the address to each of our 272 branches as well as the option to pay your bill.      
  
  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:05/07/2024

  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.

  United Healthcare "preapproved" a wheelchair to be obtained by a doctors written order. A ******** with Apria in ****************** Florida wants to deny acquisitioning this wheelchair stating "not enough information for acquisition." Who is this employee that is denying this DME? It has been preapproved. He has communicated this to a *************************** who is overseeing this acquisition. She is a employee with United Healthcare and is based in ******.

  Business Response

  Date: 05/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the order that came to Apria healthcare initially was for a specialized wheelchair (***************)that we do not carry. This was communicated to the patient and referral-health plan. Weeks later, the referral sent another order for a reclining wheelchair. This is not a covered item per the patients health plan. Also, there are missing mobility-medical necessity notes to qualify the wheelchair. This was further communicated to the health plan, patient, and referral. The company followed all guidelines to qualify this order. We also communicated very clearly to the health plan, and patient about what was missing and needed to qualify the order.
  
  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: 05/14/2024

  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,
  
  ***************************
  

• Initial Complaint

  Date:05/07/2024

  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.

  On July 19, 2023, I donated a new C-Pap Mask, unopened to my local Apria Respiratory Supply Store, since I no longer need the machine, Customer # ****- *********** Respiratory Therapist, *** advised she would document that I donated the **30 I mask in her system in ******************, ********I started receiving daily calls from Apria, requesting that I pay $61.24, and now have been referred to ************************* Ref# **********, phone # ************.***, Respiratory Therapist has requested that the billing department contact her directly at: ************, to verify the donation, and to remove me from collections, ASAP.

  Business Response

  Date: 05/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the $61.24 balance that was referred to ************************ was recalled on May 8,2024, by Apria Healthcare.  Please allow the agency 30 days to update their records. Your Apria account reflects a $0 balance, and it is notated that the supplies were given back and that collections balances were recalled.
  
  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: 05/13/2024

  The company has resolved the issue, and have cancelled the collections action.

  Thank you for all your assistance.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered CPAP supplies. No tracking information was provided. Several days later, I went to check my mail. There was a ripped open plastic package with my information on it, out in the open, public, and unsecured area. The contents were tampered with. It appears to have been shipped by an unknown company. Order #: 0141-96485. The package should have been delivered to my front door just like in past orders.

  Business Response

  Date: 05/09/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the customer service representative has confirmed that we are no longer contracted with Fed Ex in your area, GLS is now the contracted carrier. The new supplies were shipped and we received the tracking information from VGM where the supplies are shipped from and emailed the tracking number to you. We apologize that the package was damaged however we do not believe a refund is warranted as we are replacing the supplies. 
  
  
  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: 05/13/2024

  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. 
  
  Only the following shipping vendors are approved to deliver packages securely: *********** and the United States Postal Service.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:05/06/2024

  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.

  Our account with ********************** for CPAP machine has been paid off since 5/11/23. To-date I have spoken to Apria representatives multiple times and requested account be closed, that they stop emailing and texting my husband about billing inquiries. On 4/25/24 I spoke with *****, representative, who said they could not close account but would deactivate account and request all billing text, email and phone calls stop. Then the next day 4/26/24, my husband received a text regarding Apria billing inquiry.

  Business Response

  Date: 05/09/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that the account has a zero balance and the credit card has been removed. On 4.30.24 a refund was issued and mailed to the address we have on file. A permanent call removal was placed on the account. We apologize for any frustration you have endured. 
  
  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: 05/14/2024

  As of 5/9/24, my husband received a check in the amount of $2.04, with the explanation that Apria Healthcare LLC check was a reimbursement overpayment on the account. We are hopeful that this action has concluded any further communications from Apria. We therefore, wish to close our complaint.

• Initial Complaint

  Date:05/06/2024

  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.

  ILLEGAL ACCESS TO MY BANK ACCOUNT. ********************** charged my bank account $134.40 for supplies that I did not order. Apria customer service informed me that I was put on a pilot program for automatic reordering of supplies. I NEVER AUTHORIZED THIS, and even declined this service when I first began ordering CPAP supplies through Apria. They took money from my account without authorization, and are telling me it will be two weeks before I can even request a refund. For some individuals this may have resulted in a negative balance in their bank and additional bank fees. It could be money needed for rent, or food for children, or any other necessary life expense. Companies should not be allowed to take money without authorization; and definitely not allowed to take 2-3 weeks to give it back.

  Business Response

  Date: 05/07/2024

  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 has been processed and approved and will be credited back to your credit card, please allow approximately 7-10 business days. Apria does not process or post payments, payments received are processed by PNC back and can take approximately 7-10 days to post to the patients Apria account. The resupply team has removed you from receiving supplies automatically and your credit card has been removed so as not to be used for future charges. Upon review we could not find any approval received to use the card on file for future charges and do sincerely apologize for the error 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:05/02/2024

  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.

  Unable to reach anyone at phone number ************. Called earlier today about harassment phone calls from area code ************. Message left from this number twice stating that they are Apria and they are checking on me. I have notified Apria that I do Not want customer service calls harassing me. ********************** is refusing to verify if this number is theirs or not. Apria refusing to work with me in regards to harassment phone calls. Unable to tell if the 855 number is Apria or not due to Apria customer service refusing to work with me.

  Business Response

  Date: 05/02/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that we cannot verify if that is an Apria phone number. When I try and call the number it rings busy. But we are taking your complaint seriously and will continue to look into this specific number.
  
  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: 05/06/2024

  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. 

  Resolved with business 

   

  Regards,

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

• Initial Complaint

  Date:04/29/2024

  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.

  This is a medical supply company. I have been attempting for a year to resolve billing issues. I have not received supplies from this company for over a year. I have had numerous phone conversations with them to no avail. My insurance company has had numerous phone conversions to no avail. They were billing the wrong insurance after they were informed numerous times to change it as it was incorrect. They are very unorganized you get told something different every time you call. My insurance company had the same experience. I received a bill last month for ****** which I paid in full. Today I receive a bill for ****** and informed I was sent to collections for ******. I am at a loss at to what to do. I have not done business with them in over a year. I have paid several bills and they keep coming. I have attempted to talk to supervisors and there is never one available so they say they will call me back and I have never received a call. I would like to have the balance gone and whatever was sent to collections resolved. I should have never been sent to collections in the first place. Any help would be appreciated.

  Business Response

  Date: 05/02/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that errors were made when processing your order for the rental equipment, we continued to submit our claims to the wrong insurance and received denials.Once the correct insurance was added it was past timely filing based on the insurances contract with Apria. We have reversed the payments received and requested a refund in the amount of $492.96, which has been approved, please allow approximately 7-10 business days to receive. The account has a zero balance and you own the equipment. Apria has recalled the balance from collections please allow 30 days for the collection agency to remove and notify the credit bureau to update the credit report if reported. We 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