Complaints

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

close

Find a Location

Apria has 248 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Apria

  7353 Company Dr Indianapolis, IN 46237-9274

• 

  Apria

  1160 S Creasy Ln La Fayette, IN 47905-4959

• 

  Apria

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

• 

  Apria

  4 Presidential Way Unit A Woburn, MA 01801

• 

  Apria

  70 Catamore Blvd East Providence, RI 02914

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:04/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased equipment from Apria for well over 10 years until I retired in March 2022. At that time my insurance switched from ****** because I was living in ********** to **********. I tried to get equipment from Apria but they said I needed a prescription from the doctor from **********. Then the first week of January 2024 I received a call from Apria and was told my insurance would cover and that what my cost would be around $35. Three weeks later I received a bill for $266 and some cents. I called and made a complaint and was told they would send it back through the insurance company which I imagine they did and I was sent an adjusted price of $137.50 which I paid, but with it, I also sent a letter telling them the situation and not to send me any more equipment that I could purchase it on line for well below $100.00 without insurance. Then on April 11, 2024 I was sent an email saying that a shipment was on the way so I called them right away and was put on hold three times with different departments. Finally, I was sent to ordering Department and I told them if it came, I was putting return to sender . They said they couldnt do that but that they would give me a label or something to send it back to them. Not only do I'm think I should get my money back, but I also think its not my problem to return their equipment to them. No one there seems to know what theyre doing . They started this and I think they need to fix it.

  Business Response

  Date: 04/18/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Resupply Escalation team requested an adjustment/refund and instructions have been sent to process a return for supplies you did not order. They have also unenrolled you from our auto-ship program and completed the return of the supplies received this 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: 04/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******* Care Physician sent a prescription for a CPAP machine and CPAP supplies to Apria (********************); I received an email from Apria on March 25, 2024 indicating they'd received and prepared the order and indicating I needed to sign an agreement before the order could be delivered. Apria sent email reminders about the need for a signature on March 26 and 27. I did NOT sign the agreement but never-the-less the equipment was delivered to my home. I called Apria the day of delivery and told them I had not agreed to receive this equipment from them and was told they'd send me a return address label. No return address label was ever received. I opened the parcel on April 10th looking for return information. There was no receipt of any kind. I also discovered they'd delivered the wrong type of mask. I called Apria as did an Anthem Representative (while I waited on hold) and were not able to resolve the issues. They told the Anthem Rep that I would need to bring the equipment to their office if I wanted to return it (about an 90 min round trip). The Apria claim on my *********************** has been processed. Apria needs to send me a pre-paid return address label and reverse the claim on my ***********************. I will get the needed equipment from another company.

  Business Response

  Date: 04/16/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that on 03/25/2024 an Apria representative contacted **************** and reviewed the cpap process regarding the electronic sales service agreement, confirmed the delivery address and email address. The cpap was then shipped via fed ex to the patients home on 03/26/24.
  The Apria representative received no indication that **************** did not want the **** unit so proceeded with the shipping process.
  
  We will review the process with our team to ensure a confirmation is received prior to shipment.
  
  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. 
  
  An Apria Representative did contact me by telephone on 03/26/24 and directed me to review a multi-page email that stipulated the ************** and Rental Agreement (****) AND indicated that I would need to "approve" the agreement electronically and she did confirm my contact information. There was no discussion regarding shipping and thus there was no reason for me to indication of my approval or disapproval. I did receive the email and I did review it AND I called Apria to tell them that I was cancelling the order. The Apria Representative that answered the phone told me, "She has already shipped it. I will tell her to send you a return address label."  Over the next two days I did receive "Reminder" emails (03/26 and 27) that specifically state: "This order is being held until the **** is signed and returned,"

  Beyond delivering equipment that had not approved, Apria FILLED AND COLLECTED ON A CLAIM (03/25/24) to my health insurance (Anthem) WITHOUT MY CONCENT. I have reported the fraudulent claim to Anthem and to date have not yet heard back from Anthem and a payment to Apria remains in my online record.

  Furthermore, I have not been able to obtain the needed equipment from a different provider because my Anthem record indicates I received said equipment from Apria. 

  Today, AT MY OWN EXPENSE ($19.45) I have shipped the equipment (new and unopened) back to Apria via *** (Tracking #******V40349462672).

  To achieve resolution, Apria needs to reverse the claim to my insurance and refund me the shipping cost I've paid to return their equipment.

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

  
  

  Business Response

  Date: 04/18/2024

  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 payment has been received from your insurance as they denied our claim for date of service 3.25.2024, if you have an explanation of benefit that states otherwise we would require a copy as again as previously stated Apria has received a denial. We have adjusted the open invoices and put the equipment in pick up status to stop the billing. Once the local office has received the equipment back you will need to contact their office to receive a refund for the amount paid to ship the equipment back, they will require a copy of the receipt in order to request the refund.

  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: 04/18/2024

  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. 
  

  ****PLEASE ADVANCE THIS COMPLAINT TO YOUR SUPERVISOR ASAP****

  This situation has come about solely because Apria acted without authorization.

  Every Apria communication I received clearly stated, "The order is being held until the **** is signed and returned." I never signed or even suggested that I intended to sign the **** --- regardless, the equipment was shipped and a claim was filed with Anthem. Apria's contract with Anthem directs what payment is or is not made BUT THE APRIA CLAIM REMAINS ON MY ACCOUNT REGARDLESS.

  APRIA IS ENDANGERING MY HEALTH as I can not get the equipment from another provider because when another provider files with Anthem it APEARS that duplicate equipment is being ordered.

  *****CLAIM NUMBERS 2024088DR9878 and 2024088DR9251 MUST BE REVERSED IMMEDIATELY****

  I have had multiple telephone conversations with my local Apria center and I know at least one conversation has taken place between a Anthem Claims agent and my local Apria center. I never received a return address label and was told the only resolution was for me to return the equipment to them. I have done that -- YOU may contact them at *************************************************, **************.

  I will be contacting UC Health about the situation Apria has created as well as other resources if necessary.
  
  ***************************

  
  

  Business Response

  Date: 04/23/2024

  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 for the date of service 3.25.2024 have been voided which will allow you to receive another device from a provider of your choice. As stated in our previous response we have adjusted off the open balance on the account and had the billing stopped. Regarding the refund for the return of the equipment again you will need to provide the receipt to your local office and they will request a refund for the money you paid to return the equipment. We have confirmed that the equipment was returned per the tracking number you provided in your last Better Business Bureau complaint. We take responsibility that the department that processed your order shipped without your authorization and 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

• Initial Complaint

  Date:04/09/2024

  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.

  In August 2023, I was diagnosed with sleep apnea. My doctor referred Apria to me as a resource for buying my medical supplies. After getting my mechanic and asking the company to put me on automatic to receive my CPAP supplies, things went wrong. I had to call numerous times to ensure my supplies were sent. Also, I was charged an amount that my insurance declined to pay. I felt like they were trying to get the difference from me. I need my tubing, mask, and headgear replaced in early November 2023. I received an email with a tracking number stating that the merchandise was sent from their warehouse. After around 8 or 9 business days, the tracking number indicated that the merchandise was not shipped. I called the company, and a representative answered the phone. She was very rude and kept over-talking me. She said it had only been eight business days, and I needed to wait ten business days to receive my merchandise. I tried to explain the tracking number was not working, but she did not care or even offer a solution. I asked to talk to her supervisor and was told she would have them call me back... I was ghosted, and I had never heard from anyone.I called back eleven days after the order was "supposed" to have been shipped, even though the tracking number indicated the merchandise was still at the warehouse. The representative this time was very friendly and reassured me she would take care of things. After three days, the tracking number was still not working, so I called a number I was given when I first got the machine. Her name is *******************; she is the general manager. After telling her everything that happened, she agreed that the tracking number was not functioning correctly and that she needed to talk to her "supply girl," *****. **** also told me that the company merged with Apria, and things went downhill. She told me a story about her daughter and her issues getting supplies. **** reassured me that she would help me, and she did. I got my supplies in late December and was a happy girl. In January 2024, I received another package of supplies. I told ****, and she asked if I had been charged. I was not. I was charged only for the first order of supplies, not the second one I received. **** told me to keep them. I paid ****** in December to cover the one package of supplies. My insurance was charged over ******, which they paid. They submitted another ****** to my insurance in February, which my insurance declined. My January bill was *****, which I paid. February was *****, which I paid. March was ******. I have not received any supplies since January, and March's bill does not reflect the ***** I paid in February. I called them on March 18 to talk to a representative, and she really did not know what she was talking about. She would say, yes, you did make the $63-dollar payment. Then she would say no, you did not. Then, she would say the increase in the bill had to do with supplies. Then she would say no, it did not. Eventually, she told me she had to contact the supplier and would call me back. I was ghosted again. After three days of trying to call ****, with no anwer she was sending me to voice mail, where I would leave a message. I called *****, too. Nothing happened. Eventually, I found another number for a gentleman named *************************, Territory Manager; I called him on March 22, and he was friendly and listened to me. He did give numerous excuses, but at this point, all I want is a total balance to which I will pay and be done with this company. ****** is supposed to call me back. That is where I am now.

  Business Response

  Date: 04/17/2024

  representative confirmed that the billing has been reviewed and based on the explanation of benefits received the insurance applied our claims to your deductible. Apria bills based on the contracted rate set forth by the insurance companies. When reviewing your explanation of benefits please note the first column for pricing is the national retail amount, the next column should show the insurances contracted rate, this is required as it shows the discounted pricing. Per your complaint you referenced two $800.00 charges, the national retail for the rental is $874.72, your insurance discounts $834.62 and the contracted rate is $40.10 per month. The rate of $40.10 is based on the insurance you had at the time you received your equipment. Currently the insurance that became effective 1.1.24 is $52.02 for 10 months The current balance on your account is $292.64 which includes charges for the monthly rental of your equipment and the purchase of supplies. We do sincerely apologize for the issues you have had with ordering your supplies and lack of communication with the resupply team.  
  
  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: 04/18/2024

  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:04/07/2024

  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.

  Company gave faulty oxygen machine after moms first hospital stay. After the second stay they were meant to come out to switch machines. They lied about coming to hospital case manager. Then said they would be here at 730pm then when I called they said there were four stops before us and it would be here between 8-11pm. Then called again and said there were now 11 stops before us and would be there at 230am. Mom is running out of oxygen tanks and life on the line and company is fraudulent and does not care.

  Business Response

  Date: 04/10/2024

  Thank you for taking the time to bring your concerns to our attention. As this concern is regarding your mother, we would need your mothers name and date of birth or address in order to locate her in our system and properly address the concern. If you would like to provide this information we would be happy to research the incident.
  
  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:04/06/2024

  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.

  Today I got another robocall telling me how to pay a bill they think I owe. I've had my Medicate provider notify them to not contact me and how they can resolve the problem. They claim to have sent me a prepaid return envelope to return an uncashed check from them which is an amount more than their bill amount. It was never sent and they said they would send another. That was nit received either. They are trying again to collect. They need to resolve this and NEVER contact me again.

  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 billing representative confirmed that an open balance of ***** has been adjusted off leaving the account with a current balance of $0.00. It appears the insurance did not pay the claim in full and the balance was reclassed to you in error, we do apologize for the error and the frustration it may have caused. 
  
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 04/15/2024

  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. 
  

  Having not heard back in several days, I sent a check for the amount and I assume now that it won't be deposited as the account is zero balanced now . If it is processed I'd expect they should cut another refund check.  I processed their previous check as it needed to complete the process within 90 days.  It was out more than 2 months already.  I can't believe it took this long for them to resolve it - since I sent the check it's already become more complicated!
  

  Regards,

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

• Initial Complaint

  Date:04/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Covid, was Hospitalized and on release had to use Oxygen. Apria provided an Oxygen Generator. I got better and no longer need the Oxygen Generator. I returned the equipment and my receipt showed no amount due as well as my online account. Today I received a rude and threatening call that I was overdue on a Bill and they were turning it over to a collection agency. I have not received a Bill my mail or Email. I logged into my account and my balance is zero. I called assuming it was a fraud call and wanted to verify and find out how they would get my information. The person I talked to said I did have a $43 Bill due; I stated that I have not received a Bill and my account shows zero. She said it was because the insurance was still processing. I told them I wasn't paying anything till I got a Bill and verify the charges with my ****************** Even though I have electronic Billing to my email they are mailing it to my address which will take 7-10 business days. Even though online shows a zero balance and they admitted that they have sent a Bill or notification they are threatening me with turning it over to a collection agency which will impact my Credit and the License I need for my Job.

  Business Response

  Date: 04/10/2024

  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 incorrect insurance payor was attached to the equipment as well as the claims,on 3.28.24 the correct payor was attached and claims were submitted to the insurance. The representative you spoke with was trying to collect the coinsurance for the dates of service for 10.28.23, 11.28.23 & 12.28.23. The online bill pay is updated with each statement every 30 days. You will receive an explanation of benefits once the claim is reviewed by your insurance. Balances over 180 days can be sent to an outside collection agency, due to the error with having the wrong payor attached the claims or open balance on your account is 0-30 days old. We do sincerely apologize for the errors that occurred on your account 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:04/04/2024

  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.

  My mother has been on oxygen therapy for over 3 1/2 years. From the very first time she had it we have been having issues. Just within the last month she was admitted to the hospital for low oxygen levels and the main reason is due to faulty cannisters and tubing. Within the last 6 months she had at least 3 machines replaced. Today I am waiting for a tech to come out due to faulty tubing and all her tanks are empty except the emergency one. When she was discharged from the hospital 3 weeks ago, she received the bipap with no headgear. Also I had to do a video training with the rep. ****** some of the third party techs are over worked and do not have patience. We have been made to feel like the issues are our fault. The customer service reps are sometimes nice but the connection between the customer service and techs should be updated to where a customer service rep can talk directly to a tech on EST.

  Business Response

  Date: 04/09/2024

  The concern expressed by *********************** is regarding her mother. In order to properly address the concerns we will need some demographic information to locate her mother in our system. A name, address, Date of Birth would be helpful. Thank you and have a wonderful day.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  

  I am responding to the business, Apria's reply:

   

  Name:  *************************

  Address: ****************************************

  Date of Birth: 12/8/1949

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

  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 Apria has exchanged 3 Oxygen Concentrators and a Home Fill Oxygen system for this patient upon request.  We can also confirm that the Bipap was delivered without a mask.  The Apria team communicated with the patients daughter and all the appropriate equipment was delivered the next day.  We do utilize a Telehealth Respiratory Therapist to educate patients with certain CPAPs and Bipaps.  There were also a couple of instances of miscommunication, ie: the Delivery Technician attempted to deliver concentrator, but the there was nobody home to receive the equipment.  Apria strives to communicate effectively with our patients and our team will review the workload of our third-party techs.  We expect all our technicians to communicate effectively with patients and our customer service team. 
  
  At ************************** 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: 05/01/2024

  I am not satisfied with this response from Apria. Please be advised my mother's cannisters for traveling were currently empty and the ability to refill the cannister was not working two days ago. As a result, I could not transport my mother to the emergency room. The paramedics came to provide oxygen as the main system failed to work. My mother's oxygen was 49. Apria's tech failed to call me as expected by phone on the prior Sat or Sun and just left a note on my mother's door. At the time I was in ********** CA. My mother resides in **************. To date she is in the hospital due to low oxygen. The hospital case manager called a few days ago. I do not know how.long my mother had Bern without oxygen. By the way the cannisters that were supposedly sent before the tech tried to drop off 6 cannisters. That I didn't accept as it would be dangerous in an apartment setting and it upset my mother.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am not satisfied with this response from Apria. Please be advised my mother's cannisters for traveling were currently empty and the ability to refill the cannister was not working two days ago. As a result, I could not transport my mother to the emergency room. The paramedics came to provide oxygen as the main system failed to work. My mother's oxygen was 49. Apria's tech failed to call me as expected by phone on the prior Sat or Sun and just left a note on my mother's door. At the time I was in ********** CA. My mother resides in **************. To date she is in the hospital due to low oxygen. The hospital case manager called a few days ago. I do not know how.long my mother had Bern without oxygen. By the way the cannisters that were supposedly sent before the tech tried to drop off 6 cannisters. That I didn't accept as it would be dangerous in an apartment setting and it upset my mother.
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:04/03/2024

  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.

  on January 13th, 2024 I paid a bill for my **** to cover the rental costs. I no long required the **** and in the same call to pay the total bill, I requested to terminate my plan and return the ****. All property was picked up and signed for approx. 10 days after the phone call. Now today, April 3rd, 2024. I was notified that I was being again billed for services rendered for renting the ****. They already billed my insurance and now want to collect from me. There was no attempt to clear the very clear mistake. I will be contacting my insurance to let them know they were billed in error as well. I should not be forced to pay for services not rendered or have my credit impacted by being sent to collections for a bill that is not justifiable.

  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 billing representative confirmed that the equipment was returned on 2/8/2024, the bill you received was for ******* 7,2024, when the equipment was still in your possession. As a courtesy we have adjusted the open balance of $58.03, leaving your account currently with a zero balance. Your insurance has only paid one claim thus far since receiving the equipment on 8.7.23, those open invoices are currently under review awaiting communication from your insurance. If insurance pays the claims you would be responsible for 20% for those open invoices billed for dates of service prior to you returning the 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

• Initial Complaint

  Date:04/03/2024

  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.

  On January 18, 2024 I contacted Apria Healthcare to reorder CPAP supplies and had to pay a $40.00 insurance copay. On February 6, 2024 Apria withdrew $164.53 from my bank account. I contacted ********************** to inquire about that withdraw and was told that my insurance may require I meet my deductible first. I voiced my concern with the person I spoke with about Apria taking money without giving me a heads up. A couple/few days later I received a follow up call from a Apria representative about that call. Speaking with that representative we agreed that we would cancel the auto-pay, invoices would be sent to me in the future so I would have no further surprise withdraws, and a copy of charges submitted to my insurance company would be sent to me, which it was and some possible discrepancies were found. On April 3, 2024 Apria again withdrew $35.17 from my checking account. I called ********************** that same day at 12:46 pm and spoke with *****. ***** confirmed that auto pay was canceled, but someone had manually entered my card information to cover CPAP resupply. ***** said payment must be made prior to supplies being sent and does not mail invoices. I let ***** know that I have received invoices in the past. ***** said he deactivated my card and further resupply would be completed with a phone call. Again I said a phone call is not necessary, just send me an invoice. It appears that Apria continues to employ fraudulent/shady billing practices after a 2020 class action lawsuit settlement. Further billing of this kind could result in complaints with the **** State Attorney General, and the insurance company. I would appreciate your assistance in helping me understand and righting this wrong / perceived wrong.

  Business Response

  Date: 04/08/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that we did not find a signed *************** Rental Agreement (SSRA) where you approved your credit card to be placed on file and used for future charges. We also can confirm that on 2/6/24 when you inquired about the charge to your credit card and requested the credit card be removed it appears that agent only commented in your account to remove but did not remove the credit card so it was used again on 4.3.24 We have sent an email to the representatives supervisor to address this error with the representative. We can confirm that the credit card was removed and is no longer visible on your account. Unfortunately, the information you received from ***** is incorrect, the credit card information is encrypted and when a card is on file, we can only see the first 6 and last 4 digits and cannot manually enter the information into our system. The resupply team did process a supply order that will ship on 4.17.24 so if a balance is due once billed to your insurance you should receive a statement advising you as well as receiving an explanation of benefits from your insurance regarding the claim for supplies. We do sincerely apologize for the errors that occurred on your account and the frustration this has caused, if you do not want to receive supplies please contact our resupply team before the 17th to cancel the order and request a refund.   
  
  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:04/02/2024

  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 never signed and approved of a payment on these dates. I did not have prior notice of this. Please give me a refund ASAP. I was also charged interest from my credit card on this. I do not have any extra funds and this has put me in a hardship.

  Business Response

  Date: 04/04/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that when you signed our ****** ******* & Rental Agreement (****) on 5/23/2023 you placed your credit card on file to pay all recurring charges as noted on page 7 of the ***** Patients are responsible to know their insurance coverage and the provider cannot advise what coverage is for the new year as benefits could change or new insurance could be in effect. The **** also stated the equipment is a rental on page 1 and the charges were for the rental of the equipment as insurance applied to your 2024 deductible.  
  
  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: 04/05/2024

  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. 
  
  This is false, i requested for  Apria to pull the telephone recordings last year regarding the equipment and that is my burden of proof.  I never willingly signed any documents stating that the product was a rental, furthermore, I confirmed with the Apria Rep that i only had to pay a one time fee of ****** as a deductible and in order to ship the product they needed a card on file.  The card was for if i needed to purchase any products in the future for the machine.   I also i formed Apria that the product was not assisting my health positively and to pick it up. No one ever followed up.  I was billed in February and March 2024.  After i complained about the billing deductible they now assisted in the return of the product which is scheduled for Monday.   I never received due process and i never received a bill or statement informing me the I have a deductible.  I was mislead.  I asked allot of questions to verify i was told something else. Please pull the recording from last year.  I want a refund Asap..

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

  
  

  Business Response

  Date: 04/10/2024

  Thank you for taking the time to bring your concerns to our attention. In our first response we explained that we have a document (SSRA) that spells out the rental agreement and gives consent to use the credit card on file for further charges. We have the document with your signature. We don't have any additional information to provide. Your signature is your consent and notification. 

  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: 04/12/2024

  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. 
  
  Please be reminded, that i did not sign anything which i agreed that there would be future payments if my imsurance company fail to pay in full.  I questioned the rental asection and per my lan line conversation equipment was brand new and no rental.   I am a very detailed person, i asked allot of questions and i did not aprove my card to be used for payments other than ordering new equipment if needed,  

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