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

  1160 S Creasy Ln La Fayette, IN 47905-4959

• 

  Apria

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

• 

  Apria

  125 John Roberts Rd, Ste 19A South Portland, ME 04106

• 

  Apria

  4 Presidential Way Unit A Woburn, MA 01801

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:03/12/2024

  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.

  My issue with Apria is:1. I am set up to have supplies sent to me on a periodical basis.2. I am set up to have automatic withdrawal taken from my account to pay for said supplies.3. I would like a receipt for said sale of product.This is my problem:Apria will not send receipt without me calling them each time supplies are sent to me. I need receipt to submit to my FSA for reimbursement. I do not have the time nor patience to call every time a shipment is made. First, the receipt should be in shipment. I am not getting an itemized expense report for these shipments, a.k.a, bill of sale. Their response is that either I call them every time for such receipts on said shipments or I end automatic payment and have statement sent to me, whereby I pay from this bill. It is beyond me in this *******************, data collection, email, and computers that I cannot get a receipt for FSA without calling them each time. I also have an account through ********************** where it does not show the orders, shipments, or receipts.

  Business Response

  Date: 03/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria does not automatically create a detailed statement which we refer to as a flex statement. If patients need them for insurance or for health savings accounts,they will need to call our billing department to have one created as these are processed by hand not computer generated. Our supplies are shipped from an alternate warehouse and not from your local office so it will not include a bill of sale with it. If a patient has automatic payments, then our system will not mail a billing statement as their not an open balance on the account. We have prepared a flex statement for the patient and have mailed to the address we have on file as well as to her email.   
  
  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: 03/15/2024

  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:03/11/2024

  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 had oxygen equipment from Apria when we lived in *******. When we moved to *******, we brought the equipment with us. However, we had to change insurance companies; the new company (Care Plus) did not cover Apria. So we called Apria to pick up their equipment on 4-11-2023. We then used new equipment from *********************** The agent from Apria that we talked to was "******". Apria finally picked up their equipment on 7-31-2023. Apria continued to bill the insurance company through July of 2023, and when the insurance company denied the claim, they began billing me directly. The amount went up by nearly $100 per month. My bills from Apria were Aug 2023, $186.78; Dec 2023, $241.51; Jan 2024, $296.24; and Feb 2024, $369.05; all of these bills were also submitted to the insurance company for equipment that I no longer had. In Feb 2024, they turned the bill ****** I DID NOT OWE) to STAPE Collection Services. I tried again and again to contact Apria but their phone message timed out after 15 minutes and went to voice mail. I provided the voicemail with my full name and phone number each time. I also explained that I wanted to settle what I may owe, but not more. Finally, on March 11, 2024, I called once more and spoke with "DANI." *** told me that the total I owed was $ ******, gave me a confirmation number of ******* for $182.37, and told me that the balance of $186.78 would be processed tomorrow, March 12, 2024. *** told me she would call back to provide me with a second confirmation number. I am not sure where they generated all of these bills, but I paid them via MasterCard to get them off my back. One problem was that when I called the ***** ** branch, they repeatedly said that I owed nothing; apparently, the ******** ** branch and the ***** ** branch have no way of communicating with each other; this is totally unsatisfactory.

  Business Response

  Date: 03/15/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria is out of network with your insurance which caused the denials from your insurance.Due to this error, we will be refunding the payment you made for $369.05,please allow approximately ***** business days for the refund to be processed.The balance from collections is being recalled, please allow the collection agency 30 days to remove and notify the credit bureau to have the credit report updated if reported. The open balance was from dates of service prior to you returning the equipment in July 2023. Due to Apria being a global company Aprias system is set up based on service states so patients account information is not available on all servers. We do apologize for the frustration this may have caused you.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 03/16/2024

  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:03/11/2024

  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 turned in my CPAP equipment on 1/17/24 to the office. When I received my February billing statement from Apria they charged me from January 4 2024 -February 4 2024. They told me they do not prorate bills. So how can the charge me from 1/17/24 -2/4/24 when the equipment was turned in. I didn't have it for those dates of service. I was so frustrated when trying to get this through their heads I did take their whopping $8.00 discount and paid them $32.08. After talking to Anthem my insurance company they said I should not have paid that. I should not be billed for the time after I turned in the machine. Now they will not give me a refund for this 14 days of no use. They over charged me and will not refund me. How can you bill me for something I did not have for those days ! Talking to them is like talking to a wall. I want a refund on those remaining days that I did not use the machine and they had it back !

  Business Response

  Date: 03/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that Apria does not prorate rental months and or payments for the equipment you had received, and per comments you were notified of this. If the equipment is returned after the bill date the claim has already been sent to the insurance for review on the 4th of the month and not on the date it is returned. You were billed for the rental period of 1.4.24 to 2.4.24 in the amount of $40.10 and as a courtesy Apria discounted the charge 20% leaving a balance of ***** which has been paid. Apria feels a refund is not warranted as we are following proper procedure when billing rental equipment.
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 03/13/2024

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

• Initial Complaint

  Date:03/10/2024

  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.

  Apria has not been able to deliver my husband's medically necessary durable medical equipment for nearly 2 months. They have not been able to properly keep track of my medical records requiring numerous back and forths between my doctor and Apria. Records get re-requested to be sent and then cannot be found. We need this equipment or my husband's health will deteriorate.

  Business Response

  Date: 03/20/2024

  Thank you for bringing your concerns to our attention regarding the delivery of your husband's durable medical equipment. We understand the importance of timely and reliable access to such equipment for maintaining health and well-being.
  
  Upon receiving your complaint, we took immediate action to address the situation. We have thoroughly investigated the matter and would like to provide you with an update on the steps taken to resolve the issues you have encountered.
  
  Firstly, we would like to extend our sincerest apologies for any inconvenience or distress this situation may have caused you and your husband.Please rest assured that we are committed to rectifying the situation promptly.
  In regards to communication attempts, we have indeed reached out to both yourself and your physician in an effort to expedite the process. Our records indicate that we left three messages on your voicemail to discuss the status of the delivery and address any concerns you may have had. Additionally, we contacted your physician to inquire about updating the prescription for the equipment. However, we were informed that an in-person follow-up was necessary before any updates could be made to the script.
  
  Regarding the service date of 10/13, we understand the urgency of the situation and are diligently working to ensure your husband receives the necessary equipment as soon as possible. We sincerely apologize for any delays and the difficulties in coordinating medical records between your doctor and our team. Rest assured, we are actively working to streamline our processes to prevent similar issues from occurring in the future.
  
  Our top priority is the well-being of your husband, and we are committed to ensuring he receives the necessary equipment without further delay. We will continue to work closely with you, your physician, and our internal teams to expedite the delivery process and address any outstanding concerns.
  
  Please don't hesitate to reach out to us directly if you have any further questions or if there is anything else we can assist you with. Your feedback is invaluable to us as we strive to improve our services and provide the highest level of care to our patients.
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  
  Apria Healthcare LLC
  
  

• Initial Complaint

  Date:03/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered resupply items for my c-pap early January. Apria billed me $30.52 for the supplies 1-19-24. I paid in full. Apria sent another bill in February for the same amount, $30.52. Thought that was strange so called. They explained that I havent met my deductible for the new year so I paid in full 2-16-24. Now March is here and I get ANOTHER bill, this time for $93.51! I called and got the same explanation but the guy told me I owed $60 some odd which didnt jive with the bill I received. Now I feel like they dont know whats going on and that theyre trying to take advantage of me and most likely, a lot of other seniors. I was so upset that I told the man to send me a box and Ill return the items and will not deal with them ever again. The man called back and I repeated my demand to send me a return box. Hopefully theyll send me a box and we can be done with this mess.

  Business Response

  Date: 03/11/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative confirmed that with your insurance you have a $110.00 deductible and 85/15 plan at the time the order was placed $110.00 was remaining of your yearly deductible. Once the deductible is met then your insurance will be covered at 85% leaving a 15% coinsurance. You were charged the 15% coinsurance at the time the order was placed in the amount of $30.52 and not the balance in full, your insurance paid $79.50 of the charges leaving you a current balance of $62.99. Please review your billing statements against your insurance explanation of benefits. Also, just as our resupply representatives should be advising you of possible out of pocket expenses, the insured should know their benefits as well. The return policy for supplies is 30 days from the date of service and must be unopened to be returned. 
  
  
  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: 03/11/2024

  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:03/05/2024

  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 found myself needing a rollator to be able to leave my house and make it to doctor's ************ or go anywhere. I was getting my medical supplies from Apria Health so I asked them about this Appliance. I told them what I wanted and someone came to my door with something that was too heavy for me to use and I told them I needed a lightweight rollater that I could pick up and put in the trunk of my car. I was totally ignored and the same person came back with the same rollator that I said would not work for me. It was as if I was dealing with the deaf. So I called the company and told them again what would work for me. A few days later the same woman came with the same rollater that I told her that I could not use. Then unbelievably the same woman came back a fourth time with the same rollator that I said was too heavy for me to lift! By now I'm thinking I'm dealing with the deaf and dumb. I called the company again. This time a box was delivered to me, that was too heavy for me to move so I knew they got it wrong a fifth time! Then I talked to a manager and he showed me a picture online of what I had originally asked for five times and I told him that's what I said would work for me. Days later I got a package, but what was in it bore no resemblance to the picture or what was ordered! I wouldn't mind if the thing worked, but it was unusable because of a severe design flaw that turned it into a wheelbarrel type apparatus that tip towards you instead of remaining level as something that you could lean on as a ******. I emailed a picture to the manager that helped me get it and he didn't bother to look at his emails for 6 days. I called him and he said he was too busy to talk to me. Then I text messaged him a few days later. I realized he had not bothered to look at his emails where I sent him the photographs of what he ordered for me and what I actually received. The next test message I got from him said that there were no other options, which was really outrageous

  Business Response

  Date: 02/09/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that multiple attempts were made to satisfy your request for a specific *************************. Our warehouse manager validated that the driver brought several different rollator walkers to your residence and each time you would refuse including the specific rollator (based on the photograph you provided) you requested which was purchased for you. We apologize for the challenges and frustration this issue has caused. We believe all attempts have been made to meet your needs. Should you have any questions,please call customer service at ************.
  
  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: 02/09/2024

  This business response is a total lie. Apria delivered the wrong Rollator to me eight times, five times to my door by the same person, at which time I asked if there was something wrong with her because she was ignoring me completely. Then they delivered three more rollators that were not what I wanted. The branch manager ************************* said he liked me and he would help me by ordering the one I wanted and paying for it because I did not have the money to pay upfront and because they would not take my insurance. After that he said he wanted to meet me and exchange photographs even though he's a married man. I made the mistake of thinking he was kind and now I feel totally violated. After the eighth mistake he started gaslighting me about the fact that I was just dissatisfied and stopped returning my calls. I gave up on these idiots because even with photographs of what I received and what I ordered which, was completely different, they acted like they could not tell the difference. Then they inappropriately blamed me.

  Customer Answer

  Date: 03/05/2024

  These people lied again about sending me the rollator that I requested. This is so they can blame me for all their mistakes by saying that even though they sent me the one that I requested that I still didn't want it when they never sent me the one I requested. I have never dealt with a company that made so many mistakes that they didn't own up to. To be clear again I never got the rollator that I ordered from the photograph that was pictured online. I gave up because these people do not listen to their customers. All in all it was one of the worst experiences of trying to purchase something in my entire life. Further complicated for the fact that I needed this for my health. I consider this company not only criminally negligent and depravely indifferent, but stupid Beyond Reason. I'm still being contacted about this darn rollator situation and they are still making it impossible for me to reply. To be clear I have quit trying.

  Business Response

  Date: 03/07/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that Apria provided a rollator ****** to the consumer on 12/4/23 which she was not satisfied with despite Apria explaining the functionality of the product prior to ordering.  After multiple complaints, Aprias warehouse supervisor (*******) ordered a different rollator that the consumer requested.  The consumer was unhappy with this product as well, which was subsequently returned to Apria. 
  
  The consumers allegation that a request for photos of her has been investigated and determined to be unsubstantiated.  Rather, it was determined that she sent a link to her high school photos and asked for ******** phone number.  ******* did not request photos of her, nor did he reply to her sending photos or provide his personal phone number.  At no time did he have text message interactions with the consumer on a company device. Each interaction where the consumer sent a link to her photo or requested his phone number are on company electronic email and show no requests or responses from ******* or any Apria employee. 
  
  To summarize, none of the requests were initiated by any Apria employee and the allegations reported were not acknowledged or responded to via any Apria device.  ********************** has taken appropriate action with attempting to satisfy the consumers request for the rollator ****** and despite multiple attempts with different products she remained dissatisfied which resulted in the return of the product(s) and adjustment to her billing. 
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I see I'm dealing with pathologically lying criminals. After receiving eight rollators that were the wrong ones, even after sending them photographs to show that what I ordered was very different from what I kept receiving, and the fact that ************************* is lying through his teeth, I gave up on these criminals, and they are criminals. I have copies of the text messages, voicemail messages and emails that ************************* sent me requesting that he wanted to meet me and to send him a photograph of myself. He paid in advance for the Rollator that was sent to me by Apria direct off of their website so I thought he was a friend. I was very mistaken, he's a predator and a criminal and I want nothing to do with Apria direct or ************************* ever again. I gave up on this stupidest and meanest company I ever did business with, and as a result of this abuse, I ordered the Rollator and paid for it myself from Amazon and got exactly what I wanted the first time in a few days, giving me the mobility I had been seeking for months and months that Apria Direct deliberately denied me. This was what it was like to do business with these despicable criminals such as ************************* is and I will only be dealing with the other company they have that provides my oxygen supplies, where I never have to talk to these people who are too stupid to tell the difference between what was on their website and what they kept sending me. ************************* is an Abomination that I never want to encounter again. I have no reason to misrepresent what I have been relating to the Better Business Bureau because I have nothing to gain, but Apria Direct has everything to gain by lying about how I was treated and how many mistakes they kept making even with photographs and even with a face-to-face delivery person that even though I looked her in the eye and told her it was the wrong rollator because it was too heavy for me to lift with my bad back, she deliberately disregarded everything I said and brought back the same roll later to my door five times. I had never encountered that kind of stupidity before in my life. Almost all other forms of communication were with an ******************* in a foreign country where English was not their first language. You could not call back the same person, so you would start over with another person emailing the photos again and them ignoring you again. This business was giving me the runaround about not giving me what I ordered and giving the worst customer service ever. Of course it's to their advantage to lie about everything. I had no reason to send back a rollater that I wanted. I needed this Appliance to leave my house and this company trapped me for months by making so many mistakes and then lying repeatedly to cover their a** about it. I had nothing invested, except my time and health, so there was no reason for me to misrepresent what actually happened. I just was desperately trying to get to doctor's ************ that were a matter of life and death and was prevented by the stupidity and inappropriate behavior of these people at Apria Direct. If they didn't lie about it, they would look very bad about how they treat their customers and what they call customer service. I wouldn't be going through all this trouble of relating this and warning other people and using my time to do this if it didn't happen the way I said it did.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is medical supply business and has supplied me with a **** machine and **** machine supplies. They are supposed to bill my health insurance company (Independence BCBS) through a third party billing company (called CareCentrix) for the **** machine and supplies. CareCentrix would then bill me directly for my portion (the patient's) portion. Apria abided by this billing plan from Nov. 2022 until July 2023. In July 2023, Apria started sending me bills directly even though I was also getting sent bills from CareCentrix. So I was being double billed by Apria and CareCentrix. CareCentrix told Apria they cannot do this - and after many many phone calls from a health care representative and CareCentrix, they adjusted the bill down. However, they are still billing me directly for two outstanding items. My health care representative has been telling them over and over again that they are using an incorrect diagnostic code when billing my insurance company and that if they billed the correct code, they would be reimbursed by my insurance company. Apria's billing department has been outsourced (to *************** I believe), and every representative we speak to in that department has no idea what to do. CareCentrix has indicated to me they have had enormous problems dealing with the billing department for Apria. We have tried to escalate this to a supervisor but they have been unresponsive. Apria has now sent one of the billed items to a collections agency, even though we are disputing the charge and trying to get them to bill my insurance company correctly so they can get reimbursed. My health care representative and I are at a loss of what to do and we cannot get anybody from Apria (that is not based at the call center in the Phillippines) to help us resolve this issue. I would greatly appreciate it if the BBB can somehow get through to Apria in the U.S. and give us a U.S.-based representative to call and resolve this issue.

  Business Response

  Date: 03/11/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative confirmed that we resubmitted the claim to your insurance for reconsideration and they upheld their denial, we have since sent an appeal on your behalf to your insurance company for their review and they have stated to our billing representative they will place the appeal upfront to expediate. Our billing representative has been working on your account for over 3 months and has been in contact with your insurance trying to resolve this issue. Invoices are typically open for at least 270 days before being sent to the collection agency, the date of service for this invoice is 11.10.22 and was not sent to collections until 1.21.24, well beyond the normal time frame. Apria billed with the correct diagnosis code as well authorization provided by your insurance and that has been confirmed by the insurance. Apria bills based on the contracts set forth between the insurance and Apria as the provider which may include to bill the insured based on the payors denial, this does not equate to double billing. We understand this has been frustrating for you and we do apologize but again Apria is still working with your insurance to resolve this issue as we have billed with the correct diagnosis code, procedure codes and authorization.    
  
  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:03/01/2024

  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.

  This company provided me with a **** machine when healthy I have used this machine religiously. The issue is when I have had upper respiratory infections, COVID, Flu, etc and my throat is sore, my nose is stopped up, etc, use of this machine falls off due to discomfort issues. The company refused to issue bills to my insurance company and attempted to repossess the **** machine on multiple occasions. When I called to discuss the issues, their billing department told me when would not work with me and that they would not bill my insurance company as I was not in compliance with their requirements for use. I spoke with the insurance company and had the insurance company on the phone with me when I spoke with Apria's billing department. The insurance company TOLD them to send the bill to them, but Apria's reps refused to do so and told me they would be sending out someone to repossess the machine. I finally had the insurance company on the phone with Apria's reps for a second time and they finally agreed to bill insurance, however to day they have not this discussion was approximately 1.5 months ago. The long and the short of this is that Apria is not a company that is interested in the patient, they are intractable, rude, and unethical.

  Business Response

  Date: 03/06/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that we cannot obtain authorization when a patient is not using as required by their insurance. As providers we bill claims based on the insurance business rules & insurance does not guarantee payment even when authorization has been obtained. Your insurance requires compliance with the rental equipment to give the provider authorization. We have requested our ****** to contact your insurance to check the status of our claims, if insurance should deny based on noncompliance member can appeal decision. Member could still be responsible for payment to Apria as the member awaits the insurances decision. Currently the account has a zero member/patient 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: 03/12/2024

  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. 
  
  I have spoken with your billing representatives and they have refused to contact my insurance company or to submit claims to my insurance EVEN when the insurance rep is on the call with me. The most recent contact with an Apria rep was March 1st where the ****** admitted that they had not submitted a claim or even moved on the to submitting an authorization from more senior Apria reps. **** claimed to be filing an appeal to have the claims submitted and stated that it would take 3 - 5 business days to learn the outcome of the appeals. It is not the 12th of March and I still have not heard the outcome. I have been very forthcoming that if my insurance company is not willing to pay their part due to noncompliance, that I am more than willing to pay that part as it is part of my obligation, however,  Apria refuses to even submit the claims and work through the insurance process so we are at an impasse. 

  It is obvious that your lips services to your customers being an essential part of your business is just a hollow epithet. The account my be zero balance, which is concerning in and of itself cause it leads me to believe that Apria has likely submitted this claim to collections. I do sincerely hope that is not the case cause that would result legal matters as Apria has skirted it's responsibility to me as a customer.
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 03/14/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that the open claims have not been sent to collections. The current balance was removed from being patient balance and reclassed back to the insurance. When a renewal authorization is needed the representatives that obtain the authorization will do a download to check patients compliance with the equipment, if patient is not compliant authorization is typically not pursued based on the insurances requirements, without authorization insurance will deny claim therefore claims are not usually submitted. We have submitted your claims and if insurance denies you can use the denial to appeal their decision. You will receive an explanation of benefits from your insurance with their decision 
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 03/18/2024

  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. That said, I have contacted Apria customer care and as of 03/13/24 they had not submitted any of the bills to insurance. According to the billing department it was still going through an internal audit with their claims department. Therefore, I am unsure who is correct (the responder to this inquiry or the Apria billing rep who's name was ********) in this matter. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apria Healthcare informed me on 2/28/2024 that I owe them $486.06. They are claiming that these charges have been mounting since 8/1/2023 when my ****************** expired. They made no attempt to contact me during these seven months, the first phone call I got related to this was a week prior and I did not have time to take the call. I gave them a call on 2/28/2024 & they informed me that they will be charging for 7 months of using a oxygen machine 02 concentrator that I need to get proper sleep at night. In an aggressive tone they demanded payment as soon as possible. They claim they withheld billing me because they believed I was on ******** even though they had my private insurance on file. I had even reached out previously in 2023 to ask them if I owed them anything to which they said no. The business did not provide any options aside from full payment. They did not provide any written or verbal correspondence regarding these issues prior to 2/28/2024 aside from attempting to call me a week prior. I am attaching an invoice related to the claim below, I was only provided this invoice on 2/28/2024 when I asked for it as a requirement to pay the bill. I also asked for a written explanation explaining why they withheld billing me for months & why they did not inform me these charges were mounting, that has not been provided as of today (2/29/2024) & the rude woman I spoke with claimed "we don't do that for patients".

  Business Response

  Date: 03/06/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that we were not notified that your secondary insurance was no longer active. Due to your secondary insurance, we cannot send statements or bill the patient when the insurance is active, if we are not notified then we cannot release the hold on the statements so they can be mailed. Based on your primary insurance you have a high deductible policy and our claims were applied to your deductible. It is a patients responsibility to know their coverage and should be receiving explanation of benefits from your insurance advising you of your cost and the reason for denial. The current balance is $502.26 and is valid. Apria offers financial assistance as a courtesy, that you apply & may qualify for our Care Payment, please contact our billing department for assistance.     
  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:02/29/2024

  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 sent a letter in September 2023 telling them I no longer wanted their services. I have to constantly call my health insurance about every 3 months because they bill beyond agreed contract. They sent supplies in September anyway and I received no bill. They continuously call my house wanting money, I said send a bill, they never did. I used EOB form to pay $243.88. They cashed the check. I wrote again that I did not want their service, they sent supplies in December 2023 again. When they call I ask for a supervisor, they hang up. The health insurance says I only owe about $10 for the December claim which is under review. Again, why did I get supplies? I no longer want their services and I do not want to be harassed. I pay my bills as the health insurance states I owe.

  Business Response

  Date: 03/07/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the patient will no longer receive supplies every 3 months. Weve refunded the December 2023 order.  
  
  At Apria Healthcare,our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
  
  
  Sincerely,
  
  Apria Healthcare LLC

  Customer Answer

  Date: 03/19/2024

  I know this does not matter, but they are liars.  They billed my insurance company!