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:04/25/2024

  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.

  I saw a pulmonologist regarding sleep apnea and was told that someone would come out to our home with a CPAP machine to explain how to use it and to complete the paperwork. We were delivered a machine in a box with no explanation and no paperwork. I tried using the machine once and it triggered a severe trauma response. We have tried contacting Apria NUMEROUS times to return this machine and are now being billed for the machine. We never requested that the machine be delivered, we were going to wait for the representative so we could discuss the cost with them, and further, we never signed any paperwork stating that we wanted the machine. We are refusing to pay a bill for something that we never requested in the first place.

  Business Response

  Date: 04/29/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that as a courtesy we have adjusted the open balance of the patients account. The equipment is in pickup status and not creating any new revenue, however if equipment is not returned it is within Aprias right to bill the patient for the asset. Billing is based on equipment being in the possession of vs. usage and we did review the patients account and did find where patient called in on 4.18.24 to arrange for the return of the equipment but no other comments prior to that date.
  
  
  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: 04/29/2024

  Contacted an Apria representative this morning because someone from Apria was supposed to have come to pick up the equipment on Friday. No one called, and no one came out to pick it up. The representative that I spoke with stated that the account is now in a zero balance, and that the pick up had been cancelled. No reason was given for the cancellation. She transferred me to the local Apria office who confirmed that we can drop the equipment off at their office located at **********************************************************. We will be dropping it off later today.

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company instead of addressing customer concerns instead just hangs up on them. I spent over 35 minutes on the phone with this company's billing department, 30 or so of those minutes waiting on hold for a supervisor before being hung up on. No supervisor took the call. They purposely waited until closing and then hung up on me. This seems to be their standard operating procedure for handling customer complaints.

  Business Response

  Date: 05/08/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager was able to review each call and will work with the agents and managers on the escalation process and expectations. We apologize for the experience you had trying to reach a supervisor and apologize for the inconvenience. Our current financial assistance option is our Care Payment option which is worked through a 3rd party for costs above $100 and prior approval, anything outside of this involving the cost would go though KP member services. We apologize for your experience and will work with our agents and supervisors to improve the process for our inbound calls asking for a supervisor. We see in the notes you are wanting to return your PAP device, once returned we will initiate a refund. If you decide to keep or have any questions, please contact us at our 24/7 ****** Dedicated line here at Apria, ************. Thank you for bringing this concern to our attention.
  
  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:04/23/2024

  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.

  A horrible DME supplier. I'd love to know why the US Fed Gov and ******** puts up with all of this. I've been trying to obtain a new BIPAP machine and a CPAP mask and supplies. They were sent a new Rx in Nov 2823, as of 23 Apr 2024, I still don't have a new mask. And the new BIPAP machine...I am not holding my breath. My five plus year machine has humidifier issues, but it does keep me from having apneas all night. Apria Healthcare NEVER picks up a phone, but when I phone to inquire about these issues, I hear "...your physician has said said that you are not eligible." Further enquiry tells me that they have contacted a physician I've not seen in at least 12 years, not the physician on the Rx they have been sent by my current physician. I contact the old physician's office to learn that Apria was told that I have not been their patient in at least ten years. With regard to a new BIPAP machine, yet another phone call tells me that they need a 30 day report from the current machine. I've no idea how to produce this report. Have you contacted my physician? Have you contacted ResMed to get the needed report? Untreated sleep apnea can be a fairly serious problem. My sleep apnea is hardly receiving the therapy I require with a eight month old mask, or a BIPAP machine that has interment failures. I am not paying a $165 dollars a month for my ******** policy, and a $134 a month for a MediGap policy to not be able to have the healthcare I require. This is the only ******** DME supplier I have been able to find that has the supplies I have used for so many years. Am I confused about what a business is expected to do to keep customers? Or maybe I am confused about what a contractual obligation with The **** I need these supplies! I should have had them months ago, and every conversation with Apria has had no effect, other than to be showered with the current CSR's "attitude".

  Business Response

  Date: 04/29/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you have never previously received equipment or supplies from Apria.  We first received an order for a Bipap and initial supplies from your physician on December 22, 2023.  Upon calling you to arrange delivery of equipment that same day, you informed Apria that you did not want a Pap machine with us, only supplies.  You requested we cancel the Bipap order.  The local branch cancelled the Bipap order and transferred you to our supply team, however you did not stay on the phone to speak to anyone. 
  
  You called our sleep supply team on 2/28/2024 requesting a mask and other supplies. Medicare requires that we provide proof that you have and are using a PAP device in order to provide supplies.  Since you dont have equipment with us, we were unable to certify that information and qualify an order for you.  You and your physician were sent letters on 2/29/2024 explaining what was needed in order to move forward with you supply order.
  
  You called our local office on 4/4/2024 requesting a new bipap machine and supplies, and referenced the original order we received from 12/22/2023.  You were informed that Prescriptions are only valid for 90 days, and since that period had passed, we would need a new qualifying order from your physician.  We received an invalid order (per ******** guidelines) on 4/9/2024.  Between that date and 4/26/2024 we made several attempts with both you and your physicians office to obtain the required documentation to provide you with the requested equipment.  We received qualifying documentation as of 4/26/2024, and our branch reached you by phone about your order.  You requested ***** delivery.  Our team emailed you a *************** and Rental Agreement today (4/26/2024) which we need signed to complete the processing of your 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

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been harassed by Apria for a year to pay a bill that my insurance denied because I never received the equipment on 11/2. I have asked them to provide proof they failed. I have been on more than a dozen recorded calls explaining to them. they have tried to connect me with the local office, no one answers. They are the worst. I need them to prove to me I received what they are claiming and billing me for.

  Business Response

  Date: 04/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that you did receive a ****** on 10.31.22 based on correspondence received from you in April 2023. Since you were an inpatient Apria billed based on the discharge date from the hospital and not on the date received, this is not considered fraudulent billing and is allowed by the insurances. As a courtesy we will recall the balance from collections, please allow the collection agency 30 days to remove and to have the credit report updated if reported.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  Date:04/22/2024

  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.

  The billing department of Apria is the absolute worst I have ever dealt with, and that is saying a lot, given I have cancer and multiple autoimmune diseases, so I work with various medical companies, clinics and hospitals daily. They continue to DOUBLE BILL me monthly, despite 15 phone call to try to rectify the matter. Basically, they are getting paid 100% of every single one of their bills by my insurance because I have met my out of pocket **** yet then turn around and bill me for that same amount/bill they just got paid on by my insurance! It is completely fraudulent. At first I assumed they were just inept. But after them acknowledging during endless phone calls with me AND conference calls with ******* insurance that I have met my OOPM and they are getting paid in full by my insurance, they continue to double dip and attempt to get payment by me for what they already collected by my insurance! So at this point, it is nothing but fraudulent, as they clearly know this is happening and it is illegal. I don't know what else to do to stop the double-dipping and the monthly harassment for them to get paid twice, as they keep stating they have fixed the problem, and yet it happens month after month, unending. I am at my wit's end; it is absolutely disgraceful to treat sick people this way. My insurance has sent them the EOBs proving their 100% payment 3 times, and I have also sent them the same twice at the billing email address they directed me to use. But after 8 wks of 15 phone calls, they have fraudulently taken a large refund they owe me for overpayment (due to their incorrect double dipping), and wont give me my money back bc they refuse to acknowledge I have met my *********** are getting paid TWICE for every claim. My insurance has now opened a formal fraud investigation into the matter as they are as appalled as I am at the unethical and corrupt practices. Also, I have never gotten a callback by a supervisor despite requesting one 5 times over 2 months.

  Business Response

  Date: 04/24/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that your insurance coverage is 50% with a deductible as well as an out of pocket that is how Apria bills and is based on the actual insurance coverage, not what it would be once deductible & out of pocket are met. Apria has also refunded you $276.04, $50.03 was cashed on 12.11.23, $150.09 was cashed on 12.28.23 and $75.92 was direct deposited in your account on ******, another refund for ***** was initiated & approved today and a check will be mailed. As a courtesy we added the 100% payor to your account and attached it to the open invoice to avoid you receiving a bill. Apria submits the claim and the same day the invoice is mailed to the insured for their portion based on the insurance coverage, in your case your normal patient responsibility would be 50% after the deductible is met, 100% once the out of pocket has been satisfied. Apria did not double dip or bill fraudulently and again we did refund you for the overpayments received. 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: 04/24/2024

  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. 
  
  The reason I reject your resolution is because it took me 15 phone calls, 4 emails, my insurance calling you multiple times, my insurance opening a fraud investigation into Apria and a BBB complaint for you to correctly refund me and stop billing me duplicate bills that my insurance has already paid. There is absolutely no reason on Gods green earth a person and their insurance should have to spend hours and hours and months and months trying to get back the money you incorrectly took from me. Why should it take an insurance company fraud investigation and my complaining to the BBB to get you all to: 1) refund the money you owe me, and 2) do your job and update my account to correctly reflect that I have met my out of pocket **** my insurance is paying 100%, and that you should stop fraudulently billing me & taking the refund you owe me as payment for claims YOU HAVE ALREADY BEEN PAID IN FULL ON BY MY INSURANCE? Its crazy that 3 conference calls with me and my insurance with your billing department, 12 other phone calls, emails, etc never resulted in you all correctly refunding me and updating my account to insurance paying 100%, yet as soon as I make a BBB complaint, magically these problems are suddenly solved instantly. I am appalled and disgusted at your billing department. Either Apria billing department is unbelievably unprofessional, not educated how to do their job to any degree, or you all are just double dipping intentionally. Because 15 calls and months of frustration later, I dont know what else to think. I have never in my life made a BBB complaint or even left a bad review for a business. Never! I have only left grateful, nice reviews for companies online. But how I have been treated by Apria Billing is disgraceful and completely unacceptable, especially when someone is already sick and dealing with medical supply needs. Its really too bad it takes a customer making a ******************** Complaint to get their money back and to stop you all double billing me when my insurance has already paid you. How hard is it to change my account to reflect insurance 100% payment when I and my insurance have sent you endless EOBs proving this? Your billing department literally REFUSED to accept this and kept saying they had no proof of 100% payment by my insurance, despite the insurance verifying Apria had cashed full payment for over 7 EOBs with full payment. And you all refusing to refund me because you kept (incorrectly) stating I needed to pay 50%, despite ample proof my insurance was paying you 100?  Its outrageous. And me being told 5 times over 2 months that a supervisor would call me, but not receiving even one callback? Disgraceful. Patients and customers, please save your sanity and wallet and stay far, far away from this company that is either unethical or provides the worst & inept customer service imaginable. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:04/19/2024

  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 was diagnosed with sleep apnea by my doctor and was prescribed to use a CPAP machine to aid in correcting this problem. While ordering supplies for my machine, from an affiliated company, Apria Direct, it was made know to me by the sales person that they had available for purchase an Ultra Violet machine to sanitize my CPAP machine and its parts. I expressed concern to the sales person that a tube that delivers air into my lungs never really quite drys. The ** sanitizing machine would dry up that damp tube as well as all parts of the machine and it happened was on sale. I ordered the machine, close to $300, before speaking with my doctor. I spoke to my medical sleep provider the next day and he said that machine has not been approved for human use, by the **** I am processing the return of the Ultra Violet sterilizing machine called a Liviliti Paptizer-** Cleaner, as we speak however, it seems fraudulent to be selling a medical ** device for a purpose it was not intended for. This seems fraudulent .

  Customer Answer

  Date: 04/18/2024

  A supply company named ApriaDirect.com is marketing an auxiliary piece of equipment for CPAP users . This piece of equipment, named "Papatizer" is an Ultraviolet machine that is not *** approved for human use according too my provider. My sleep provider said immediately return this item for that reason. Although there was no problem so far in making this return I'm wondering if it should be for sale at all, considering it aids in maintaining medical equipment, aka, CPAP machines , for disinfecting that machine at home. 

  A CPAP machine is a prescribed, medical device that delivers air directly to the users lungs. The purpose is to manage Obstructive Sleep Apnea. Selling and promoting this machine, seems to be very problematic given the medical diagnosis of OSA. I was heavily solicited on the phone by an Apria Direct sales person to try this machine, which happened to be on sale. 

  Customer Answer

  Date: 04/18/2024

  I do not have attachments to provide you of this Ultra Violet machine. The price was approximately $300, a bit less, and included shipping. I purchased this product on my home phone from a sales person on April ******. It was not my intent to make this purchase originally, I was seeking other supplies for my CPAP MACHINE. It was shipped to my home.

  The web address is ApriaDirect.com I don't have a street address for this company but believe that they are in ******** 

  My email address is **************************

  Not sure what else you may need to investigate this dubious sales practice. Kindly contact me and I will provided what I have . 

  Thanks

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

  8 Urbans Road

  Sound Beach NY 11789

   

  Customer Answer

  Date: 04/18/2024

  I have sent a few emails previously with information and content that describes the sales pitch and my subsequent telephone purchase of an Ultraviolet machine called a "Papatizer" from Apriadirect.com. My sleep provider let me know that this item is not *** approved for human use and should be returned immediately. This should not be used under any circumstances for a sleep apnea device. The return is being processed by the company. I'm appalled that given the medical nature of a diagnosis of obstructive sleep apnea I'm appalled that Apria Direct.com is marketing a non *** approved sterilizing machine.

  Business Response

  Date: 05/01/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the Liviliti Paptizer is being sold as intended by the manufacturer & is currently under review with the FDA.
  
  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:04/18/2024

  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.

  My Doctor prescribed a CPAP machine last September 2023. The only Company my insurance approved was Apria. It took several months to get. It finally came in December 2023. Unfortunately, it was at Christmas time and it got put in the storage room with the presents. I received a bill and paid it. Then I got another bill but figured my insurance didn't cover as much as they should have. I had met 100% of my deductible for the year though, I received another bill in March and called a few times. Every time I called I got transferred multiple times and hung up on. I finally got ahold of someone around 4/1/24. She dug into my file and said i was getting billed for a rental contract on the machine. I said I was never told or signed anything about a rental and wanted to return it. She said once they received it back, they would zero out my account. She said there was a 6 month return policy. Every time it was supposed to be picked up, no one showed. I called 4 separate times to get it picked up. Finally, was picked up on 4/12. I continue to get their threatening messages about taking me to collections for an unpaid invoice. I called again and was told if I never signed a contract, they could zero out my account. **************** looked and confirmed I never signed a sales agreement. They sent me to bill. Billing also found I had never signed and contract for the machine. She said she would look into it and call me back. No one called me back. I called again and was told I would be called back. No one called. Today I called again, 4/18, this gal said that i did still have to pay for renting the equipment. I told her I have been told by 3 different departments that I wouldn't since i never even opened the box. She said that was not the case and that it didn't matter if I signed anything or not. It not up to them to tell me of the expenses.... That is where I am at today. I am praying you can help me. They have the worst service ever and it takes an hour of my day, every time I try and get this cleared up. I am now going in circles.

  Business Response

  Date: 04/19/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative has confirmed that Apria initially received the order from your physician on 9.20.23, the initial order was missing documentation, the request was sent to your doctor and on 9.22.23 we spoke with you and advised you of the delay. On 10.25.23 the documents were received and were still not correct, we sent them back to the physician for corrections, on 11.15.23 you called in and we advised you of the status of the order, same day another request was sent to your physician. On 11.27.23 &11.28.23 we called to schedule, voicemail left. You stated you received and placed in storage. Apria bills on possession of equipment not usage whether opened or unopened. Calls were documented where we tried to reach you about your compliance, no return calls were received. On 2.8.24 a payment was received towards the open balance, no request was made to return the equipment.The first call made and commented on in your account was received on 3.29.24 to return the rental equipment & discuss the open balance, the equipment was placed in pick-up status to stop the billing. Even though the billing stops and equipment is returned, the patient is still responsible for the open balance.Again, it based on possession of the equipment not the usage as Apria could have provided the equipment to another patient.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

• Initial Complaint

  Date:04/18/2024

  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 am trying to switch **** supply providers from Apria an *********** to another provider. I have paid for a cpap machine and supplies from Apria. In order to verify use the **** machine to the health insurance company the device uploads use data to the provider, currently Apria. In order to change supply providers the current provider must release the device. ********************** refuses to release the device.

  Business Response

  Date: 04/25/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that on 3/20/24 our representative informed you that all your new company needs to do is contact Resmed at ************** and explain to them what they are trying to do and Resmed will take care of the transfer. I feel that that should take care of any issues in the matter.
  
  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:04/12/2024

  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 had a data breach . Criminals now have my ss#, birthdate , address etc. They are causing havoc in my life. I notified Apria and they claim that they can not help me that it is my problem. The law states that they should provide me credit monitoring service at the very least. They refused to offer me this service. Can BBB intervene?

  Business Response

  Date: 04/16/2024

  Thank you for taking the time to bring your concerns to our attention. We take the protection and proper use of personal information very seriously.  For that reason, in May 2023, Apria provided notice to impacted individuals of a security incident.  We explained that there is no proof that any data was taken from our systems, but we nevertheless offered to provide identity monitoring to impacted individuals at no cost to them and gave those individuals at least 90 days in which to exercise that choice. Identity monitoring was in fact provided to anyone who exercised that choice and enrolled during the enrollment period.
  
  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: 04/16/2024

  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:04/12/2024

  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.

  Date: Ongoing since late 2022 through current date Problem: Provided after each request compliance usage reports for medical equipment. The company claimed to have not received it until sent by **** with a signature. After sending by **** again in early 2024 with signature request the information was not processed properly and the billing department claimed to not have the information needed to process through the insurance. They pushed this to collections earlier this year despite our continued conversations trying to resolve it. Most recently the General Manger out of **********, DE said he would follow up on April 4, 2024, and the account is still under review. He never followed up and since April 4th I have sent multiple communications via email with no response. Both my insurance company BC/BS of NJ and CareCentrix have spoken with a representative of Apria to assist in resolving the issue with no success. We also paid the company $400 that they through deception claimed was a co-pay but this was Apria trying to collect what they perceived as a debt and their failure to bill the insurance.

  Business Response

  Date: 04/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that based on the name on this complaint, we do not show any payments made to Apria Healthcare for your account.  We do not show that we have billed you directly, and your insurance has paid the claims sent to them. 
  
  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: 04/23/2024

  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. 
  

  If you speak with **************************** General Manager 4, 1 ********** *** *********** DE. ***** or by calling him at ************ he is very familiar with this situation. There have been many email communications between me, my wife and ********************.  The last email message we received stated:

  ********, please see my responses below. At this time you would need to request further information through Care Centrix. They have our billing contacts and should be familiar with the resolution process."
  Thank you
  ***************************
  General Manager 4
  1 ********** *** *********** De. *****
  ************
  www.apria.com
  Improving the quality of life for our patients at home.
  

  He went from - this needs to be escalated to contact your insurance company. 

  Every email with ******************** has been between my wife and me. Maybe you spoke with the wrong manager - if he says he doesn't recall then he should check his email.

  I have receipts, emails, and conference calls with Apria and CareCentrix. CareCentrix has tried to speak with Apria on multiple occasions with no resolution.

  Should you need the account number I'd be happy to provide it.

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

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

  Business Response

  Date: 04/30/2024

  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 information received in the first Better Business Bureau complaint was for **************** and not *****************. We have reviewed her account and found that insurance is billed for 10 months then equipment should convert to sale then belonging to the patient, the equipment in error did not convert to sale and equipment continued to rent under self-pay. We have adjusted the overpayments and a refund has been initiated & approved back to the patient in the amount of $226.16, please allow approximately 7-10 business days to be processed and mailed. We do sincerely apologize for the error 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