Business Profile

Health Care

Apria

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Complaints

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

Customer Complaints Summary

943 total complaints in the last 3 years.
366 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/22/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was billed for product I have never received. I have attached the following invoices from:06-19-23 0.00 balance 07-2023 No invoice sent by apria 08-2023 No invoice sent by apria 09-2023 No invoice sent by apria 10-2023 No invoice sent by apria 11-2023 No invoice sent by apria 12-2023 Apria invoice claimed I owed ***** from 12/19/22 I am not sure if I received those supplies and never saw invoice or heard from apria.01-19-2023 Apria invoice claimed I now owed ****** from prior balance and supplies that I never received. Again I never saw this invoice. Also I attached summary of benefit's from BCBSIL that I owed 0.00 to Apria. I vaguely remember receiving a call from Apria about denial. I advised them I was no longer able to us the machine because of medical issue. The person said the supplies would not be shipped and further supplies would be suspended.02-19-2023 Apria invoice stated that ***** was sent to collections and my balance was 272.12.I was accidentally was checking my apria account when I discovered these bills and that I was sent to collections. I never received anything in the mail or a phone call advising I owed money. I immediately called apria. I explained all of the above to phone rep. I immediately paid ***** over the phone and advised rep a letter or phone call would have been good as I have perfect credit and have never been sent to collections. We discussed the remaining balance and told me she would call back with resolution. I never received call back and spoke to 2 more Reps on different date who said the same. No call back. I attempted on line chat several times most reps said nothing they can do. One said its been taken care of and it has not. Attached is last documented order I received from 09/20/2022. Many more call were unsuccessful. I paid $5 to avoid collects again. Requesting refund of $5 and the bill reduced to 0.00. Hours of attempts have gone unanswered by Apria so this is basis of my complaint
Business Response
Date: 03/28/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that the balance of $267.12 has been recalled from collections, the rental equipment that was under maintenance and service (at no charge) has been converted to sale belonging to you. We did not see where our resupply representatives attempted to contact you in June regarding the supplies that were shipped for the 6/19/2023 date of service nor were statements sent till January of 2024,due to this error that is why we recalled the balance from collections and requested a refund in the amount of $40.77. Please allow the collection agency 30 days to remove the balance and to notify the credit bureau to update the credit report if reported. The refund process can take approximately 7-10 business days and a check will be mailed to the address we have on file. We do sincerely apologize for the errors that occurred.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 03/29/2024
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:03/21/2024
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.
Apria fraudulently used my debit card on ***** I called them on 1-4 they said I would get refund in 30 days then I called on 2-29 they said it would be put back on my card in 1 to 2 weeks then I called on 3-11 and they said I would be sent a check and it would take 4 weeks then l called back on 3-14 to try to talk to a supervisor but they wouldnt let me but did tell me that on 3-5 my refund couldnt be put back on my card but they didnt send me a check either so at that point it became a theft I dont know what more I can do they know they fraudulently took my money but they wont give it back
Business Response
Date: 03/28/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that as discussed on your 3/14/2024 phone call with our ****************************** a refund was requested for the $81.93. A refund check is being processed and will be mailed to you. Refund checks can take up to 4 weeks for approval, processing and mailing. Your refund was approved and is pending processing and mailing. We apologize for any inconvenience this may have caused.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 03/30/2024
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

*************************
Customer Answer
Date: 03/30/2024
I called Apria 3 times over a 3-month period and was told all 3 times they would have to start a new refund process.
The 4th time I was told my account was reviewed on March 5th and they wouldn't refund my money back into my debit card account.
and that they didn't come up with an alternative way to get me my money so that's when I was forced to file the complaint
After they received the complaint, they offered me multiple ways I could get my money back and I chose a ach and did receive my ******* months after they took it.
They can go on and lie about a check being mailed just like they continually lied to me about getting a refund for 3 months I just wonder how many victims there are out there.
Thanks to the BBB at least I was able to get my money back!
Thank You
Initial Complaint
Date:03/20/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Terrible CUSTOMER SERVICE. I GAVE THEM MY NEW INSURANCE AND THEY STILL WONT BILL CORRECTLY. STOP OUTSOURCING YOUR WORK. THEY DONT GIVE A C*** ABOUT YOUR CUSTOMERS.
Business Response
Date: 03/27/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, we have confirmed that correct insurance has been verified and added to your account. Since the insurance requires authorization and it was not obtained, we have initiated an adjustment for dates of service 8/19/23 & 9/19/23. All payments that have paid towards those dates of service have been reversed and a refund of $92.30 has been requested. Please allow approximately 7-10 business days for the refund to be processed and for the refund to be mailed to you at the address we have on file. We do sincerely apologize for the issues you have had with customer service and the lack of follow through on your new insurance being added to your account.

At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.

Sincerely,

Apria Healthcare LLC
Customer Answer
Date: 03/28/2024
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. Apria's team reached out and address my concerns and I am happy with the response.

Regards,
*********************
Initial Complaint
Date:03/19/2024
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.
Apria Health picked up rented equipment in December, 2022, but don't have it logged. They pretend all correspondence by phone and mail have not occurred, but we are keeping the phone logs showing the incoming and outgoing calls and minutes with Apria, as well as certified mail receipts in preparation for a lawsuit. They are billing for the equipment as if it were purchased and not rented and returned. Despite reminding them over and over again that they picked up the equipment, they continue to harass, and even went so far as to lie to attorney general on a complaint filed with them. I am guessing, based on complaints here by so many, and previous lawsuits, they have terrible record keeping and depend on stealing from the sick and weak.
Business Response
Date: 03/20/2024
you also filed a rebuttal complaint with the ************************ and provided the date and location of where the pickup was to have taken place. Apria reached out to **************** Lodge on March 20., 2024 and was informed that the rental equipment was still at their location. Apria has no records of being told where the equipment was to have been picked up until the rebuttal Attorney General complaint letter was received on March 19, 2024. We are in the process of having the equipment picked up and we have removed the amount that was charged to ****************,leaving him with a $0.00 balance.

If you require further assistance regarding your billing, please call ************.

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: 03/20/2024
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:03/18/2024
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.
I have been a customer of ********************** since 9/22. They have unbundled service date charges and equipment purchases, refused to **** ******** for 2 months of service, and have overcharged us approximately ****** to date. All ****ing is outsourced, and after dozens of phone calls, no one returns a call with the answer to questions about dates over****ed. They have refused to send an itemized statment that tells every credit card charge, and what date of service it is applied towards. Recently I received a **** with charges going back to 2022 included! On 2/23/24 I was assured I would have a statement within 10 business days. That has not happened. I have supporting documentation in ******** statements, EOB's from our secondary insurance, credit card charges, and can produce phone records if needed.
Business Response
Date: 03/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, we confirmed that your account is currently under payor change status for insurance verification in order to **** ******** for the pending claims on your account. The invoice that was placed in collections has also been removed; therefore, you are no longer responsible for that charge. I also confirmed that an itemized statement was sent to you as requested on March 20, 2024, and I also sent a copy via mail to ensure you receive the documentation for your review. Once claims are processed for payment with your plan ******** you will be refunded if any overpayments reflect on your account.

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: 03/22/2024
The statements made by Apria are innacurate. My account is not under a payor status change. ******** became primary on 5/1/23, with my original insurance becoming secondary. This was confirmed 3/27/23 that Apria had the correct information. ************* records, this was correctly changed in July 2023. All claims begeinning in July have been correctly sent to ******** first, insurance second. (although there is still a question of the amounts charged. That will be addressed upon receiving the itemized statement). We have repeatedly asked them to correct their mistake of not billing in *** and ****! And no, I have not received an email copy as stated by Apria.
After reviewing my online account on 3/19/24 I discovered a new statement, which listed a charge submitted for collections! The charge was for a service date in ***, 2023. After a 2 hour phone call with a billing "supervisor", I again attempted to explain they needed to resubmit charges to ******** for *** and June of 2023, and demanded they contact the collection agency. I do not feel the "supervisor" understood how insurance even works from the statements she made. Most of the phone session was educating her on how it works.
I have saved notes from phone records and have documentation on 3/27/23 at 2:10pm when I spoke to an Apria representative to update the ******** and Insurance information. This has been going on now for a year! This continued need to contact Apria is unacceptable. Their unbundled charges are unacceptable. I have 4 months left on my contract with Apria, and need these past billing errors corrected. I need a statement of all charges, and what dates of service, equipment purchases, they were applied towards. I need to be refunded the overcharges to date. It is beyond unacceptable to be turned into a collection agency because this company has an inept billing department. I need to know I will not be receiving random bills a year from now, like the one I recently received that included 2022 charges.
I was told by the billing "supervisor" on 3/19/24 that I would be receiving a statement in 10 business days. She also said the claims charge would be removed. To date, it still shows online that it has not been removed. Today is 3/22/24.
Customer Answer
Date: 03/25/2024
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.
See the response I submitted 3/22/2024

Regards,

*************************
Customer Answer
Date: 03/26/2024
Do I need to attach my last statement to another thread? I responded back to BBB, but it can be sent to Apria if they are unable to see it. The information I responded with specifically addresses their statements.
Business Response
Date: 04/01/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, we have confirmed that Apria has recalled the balance from collections and we request that you allow the collection agency 30 days to remove the balance and to notify the credit bureau to update your credit report if reported. Thus far we have initiated a refund in the amount of $92.89 as your account is currently under review. Due to your insurance requirements,we could not start billing your insurance for the rental equipment until 7/28/2023, the date of your face to face with your ordering physician. Your current insurance has certain requirements that the provider and patient must meet prior to billing for the equipment you are receiving, in saying that Apria makes every attempt to obtain all documentation so that the billing of the equipment goes smoothly. We do see where an itemized statement was sent to you on 3/27/2024. We do sincerely apologize for the frustration you have encountered.

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: 04/02/2024
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.
There is no discrepancey in coverage. In that time frame there were face to face Dr ***** on 2/8/26, 5/10/23, and 7/31/23. We were also required to physically bring the unit to the *********, ** office to be inspected. There is no reason ******** should not have been billed. Upon advice by an ******** Congresswoman, we submitted the claims ourselves for those 2 months, since Apria refuses to, yet has come up with a $ amount to bill us.
We did receive the itemized billing statement. Thank you for that. The problem is the amounts on many of the entries are not correct, and do not match the amounts turned in to insurance. From the first entry on 9/23/22 Apria shows insurance was billed ******, and insurance payment was 108.87. According to my insurance EOB, Apria billed BCBS ******. and BCBS paid 90.03. There are some entries that are correct, but many like this example. There is no excuse for these bookeeping/billing errors. I am in the process of cross referencing with the insurance EOB's. There is still an overcharge, even with the credit mentioned. It appears to be closer to 200.00. There is a December 2023 payment ************ Apria shows was taken, yet the e-check has not gone through the bank. They documented it went through the first of ************ ******** has confirmed it has not. There is also a 1/28/24 EOB that we have not been billed for. I will be preparing the discrepancy amounts, considering all the above issues.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer Answer
Date: 04/03/2024
Tometheal ********************** Quality Specialist
Telecommuter-*******-Remote,
************
************
4/3/24 We called the above number to speak to the Billing Specialist to see if we need BCBS to contact them since there are discrepancies between the insurance company, and the amounts given to us by Apria. We spoke to a ******. She said she was unable to contact him, but said according to records they removed the collection charge, and were issuing the ***** refund. We told ****** the amount was not a sufficient refund. She said as of todays date we have a zero balance.
After going through all our records, against Apria's statement. There was a discrepancy of ****** overbilling from 9/2022 until the end of November 2023. Apria says December 2023 was paid. With the dishonest billing we had revoked their ability to withdraw from our credit card, so a payment was made of ***** by e-check. I took a computer screen shot of the confirmation. Per our records, and the bank employees, this has not gone through our account. From our insurance EOB's, we will also owe ***** for the January 2024 service. ******************** has not yet been submitted to insurance or Medicare. Also in limbo is the May and June 2023 charges that Apria refused to bill to Medicare. As I stated above. We have submitted them on our own, and supplied documentation to Medicare. We were told the process could take ***** days.
Customer Answer
Date: 04/04/2024
Update. We spoke to BCBS on 4/4/24. We asked if they were able to send Apria copies of the EOB's that Apria gave incorrect amounts for. They were not able to, but if Apria requested, they could have a remittance sent for each of the dates that were incorrect on the records Apria provided. The problem is it would be every Apria charge received for that date, not just ours, so potentially thousands. Someone at Apria would have to match up to our account number. If needed, I can provide those dates that range from 9/23/2022 to a recent EOB for 1/28/24 that Apria gave an incorrect amount.
Also, as I said yesterday, the Apria rep ****** assured us she would call back about the discrepancy in billing. She has not called.
Initial Complaint
Date:03/17/2024
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 2/22 I called Apria to make sure my CPAP supplies order would be sent out when I became eligible. They assured me everything would ship out on 2/29. When I called on 3/11 asking for an expected delivery date, nothing had been shipped. On 3/12 I asked to speak to a supervisor but was told they were all having phone issues. on 3/13 I asked to have a callback from a supervisor between 12:30 and 1:30. ***** said I would get that callback. When I called at 12:37, ***** said I couldn't speak to a supervisor because I was already on the callback list but she assured me I'd get a callback between 12:30 and 1:30. I did not. On 3/14 **************** told me I couldn't speak to a supervisor because it was too late in the day and they were all gone. On 3/15 Ebony hung up after putting me on hold. Also on 3/15 *********************** manager told me that the one piece of equipment I needed was NOT in the order they had shipped out. He said he would speak to the supply team to see what I was eligible for and then assured me he would call me back within 30 minutes to an hour. I received no callback from him. My CPAP headgear has been stretched out and no longer fits because I've had it for over 6 months. Therefore, I am not getting the correct CPAP therapy at night that I have been medically prescribed. This company is blocking my proper healthcare. I have been going around with this inept company for a week with no resolution and some of the worst customer service I've ever dealt with. I have been trying to get my new frame since 2/22 and it is now 3/17 and it hasn't even been shipped yet. I've lost nearly a month of sleep due to this. In the 7 months I've worked with Apria, they haven't gotten a single order right. I used to have a contact named **************** could call who would fix my orders. Now her extension doesn't work.
Business Response
Date: 03/20/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the Sleep Resupply team expedited processing your order for supplies. The order was shipped on March 19th; tracking# ****************.

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: 03/20/2024
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, working with Apria has still been the worst customer service experience of my life.
Regards,
*********************
Initial Complaint
Date:03/16/2024
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.
Apria provided medical supplies. I have requested a an overview of invoices and products supplied and their phone customer service representatives have not been able to assist. Furthermore, I paid what they told me would make my account current, the next month they told me I had an outstanding balance from the prior year. I have spent hours on the phone with many representatives and have asked my questions and concerns be escalated, which they tell they will do and will be contacted in the next week, and nothing ever happens, Very concerned about their customer support and billing practices. I need to speak with someone at Apria who can actually assist.
Business Response
Date: 03/22/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that you had a balance of $132.55 for supplies received October 06, 2022 due to insurance denied claim as duplicate. However, the same claim was placed with collections which the insurance later paid. You also had collections for January 6, 2023 that was recalled as one time courtesy along with October 6, 2022 and the open balance adjusted. There is no balance due, and we believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.

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:03/15/2024
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 began using Apria Healthcare for my oxygen concentrator and cpap supplies in 2019. From nonth 1 through today March 2024 I and my husband have called more time than I can count because of billing issues. They have taken ove r ayesr to update insurance, and do no bill the insurance for a huge portion of time, literal months or years. Then, I call, and they do the same run around. Sorry. We will submit a complaint and get this fixed. The very next statement isn't fixed, the insurance isn't updated. From 2021 through 2024 I have had 2 insurance companies. They have not billed the 2nd company since **************************************************** they are fixing it and re-submitting. I got a new primary insurance for 2024. I have spent every single month calling them just to get them to update my insurance company and bill my 2nd insurance. Today is March 15 2024 and billing department is showing they are still not billing ********* Billing has told me your company is not attaching my insurance to the claims correctly. I need your company to not only fix my account and bill both primary and secondary insurance **** I've been promised many many times AND fix the back billing of almost $2000 you are incorrectly sending me to collections for.
Business Response
Date: 03/20/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing specialist has confirmed you have an open balance of $291.28 for July 17, 2023 through September 17, 2023 and collections of $1982.33. There were numerous insurance changes from 2019 to 2024, unfortunately the correct primary and secondary insurances were not billed. We have recalled collections and added ******** as the secondary insurance to claims for open balance. You currently have no balance due; we believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience. If you require further assistance regarding your billing, please call ************.

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:03/15/2024
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.
Beginning 1/2024 I had contacted them to pick up my Oxygen Recording device. They have scheduled pick up several times and have not done so yet. On 3/11/2024 my oxygen was discontinued by my doctor. I contacted Apria for pick up. They scheduled for 3/14/2024 but never showed up. I contacted their office and now they have scheduled for 3/26/2024. In the meantime ******** and Tricare are being charged for the oxygen. This could result in ******** and Tricare fraud.
Business Response
Date: 03/25/2024
Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that the overnight oximetry test, which records your activity during sleep, was not provided by Apria Healthcare, rather it was provided through VirtuOx. The device was received from VirtuOx on or around the 15th of November 2023; however, it was not returned for processing to VirtuOx. Once the patient informed Apria by phone that they were no longer qualified, and would need the oxygen equipment picked up, the Apria owned equipment was placed in pick up status, which stopped all billing to the patient and insurance provider effective on that day 3.12.2024. Rescheduling for pickup at a later date did not restart or create a new charge/bill to generate as this was an Apria driven reschedule due to capacity and staffing.

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:03/13/2024
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.
Paid by card on Feb 29 2024 for my share after insurance ****** told that was it I own the cpap machine and it was being shipped! I asked if this was a rental he said no you own it. My bank statement does not reflect this! Just got the statement today. I was told there is no other amount due period. After I paid I said do not store my credit card number he said it was erased after the transaction went through. Liar!3/13/24 today I find out when they called they stored my number and we going to start charging for a rental cpap!!!! Said I owe 1522.70!Now what? They think they can do anything they want with the pricing, delivery, insurance, processing, I will not be victimized! I would have never did business with them if I knew how terrible they were or that after googling they lost a 40 million dollar settlement for this exact same business practices!!!
Business Response
Date: 03/21/2024
Thank you for taking the time to bring your concerns to our attention. We have reviewed your account and confirmed that you received your durable medical equipment on March 1, 2024. We also confirmed that customer service was waiting to obtain your insurance information and we now have the information on file. Your account is currently in payor change status to verify the insurance to submit the claim for processing and payment. The equipment is being billed as a purchase and not a monthly rental. We have also reversed your payment in the amount of $145.70 and once the claims are processed any overpayments that reflect will be refunded to you. Your credit card has also been removed from file as requested. We apologize for all the inconveniences you experienced. If you require further assistance regarding your billing after reviewing the statements, please call ************.

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

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