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

  4401 W Williamsburg Blvd Muncie, IN 47304-5528

• 

  Apria

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

• 

  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:02/27/2024

  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 purchased a **** machine and paid in full prior to the **** machine shipping. Four months after I received the machine I got an outstanding balance notice. No other services or purchases were made after the **** delivery and no one can explain any past due balance. No phone calls are returned and no emails are answered. I continue to get harassing phone calls for an outstanding balance, but the proof I have submitted that I have no outstanding balance fails to be recognized.

  Business Response

  Date: 03/18/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that through researching your account, we did not do our best in explaining the open balance and charges remaining involving the setup until the 3/7/24 call where the open balance was explained. We apologize for this inconvenience and all you had to go through to find the answer. We have gone through each call and note in your account and have submitted coaching and re-training requests for our customer service agents you dealt with so they can learn from this experience and improve going forward.
  
  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:02/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Apria billing and ordering system is so confusing and broken that customers cannot make good healthcare decisions. My request is that Apria update their billing system so that 1) customers can see what they bought and how much they paid. 2) communication can be done electronically rather than by paper mail. I created an online buying account. However, I cannot see the orders placed placed through the phone order system. I have been told that eventually I will see what I bought through the phone system -- but this never happens. Thus, I can't buy anything through online ordering because no products are associated with my account -- an unsolvable loop. Relatedly, when I bought a second product by phone because I could not order online, I received it by mail but have no record of the order or the bill or the tracking. I'm sure a paper bill will come one day but there must be an online method to see orders and pay bills before the paper system kicks in. I am writing you because the only contact options for Apria are telephone re-supply order takers who cannot answer my questions or answer incorrectly.

  Business Response

  Date: 03/18/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that we have been in the process of making these changes so the billing & ordering system are improved for our patients. We are sorry for this inconvenience you have experienced and have great news that we now have heated tubing available to order online and the items you were unable to see online prior when you placed an order are now reflected online for patients. We hope to continuously make improvements and adjustments to fit our patients needs.
  
  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

  I'm not sure how I missed the March 18th response to my complaint but I am glad that the case will remain with 'the customer is still dissatisfied"  The response was not accurate.  As of today, I still cannot see what I have ordered or how much I paid.  The only way for me to order is to use a phone system where the order takers cannot adequately explain the product details, options and pricing.  Perhaps because of my complaint I have been given the phone number of a very responsive customer service person -- great for me.  However, people with less time and/or experience working with poorly designed systems will be making less than optimal health care decisions until Apria upgrades their systems.  

• Initial Complaint

  Date:02/26/2024

  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 wife has pulmonary fibrosis I have a hard time breathing we lost power to the house that ran her oxygen concentrator. We picked up oxygen tanks from Apria Healthcare in ************* **. , some of which didn't have full tanks and when it came time to refill her oxygen the supervisor told her no that her electric being shut off was not their problem. The next thing my wife ran out of oxygen could not breathe and has been impatient for 4 days. They agreed to give her 24 tanks and an arrangement that the hospital made with apria. When I went to pick them up she proceeded to lecture me and talk down to me that it is again not her problem the extra work is something she doesn't want apparently. She's vile rude condescending and is holding my wife's oxygen "hostage". I'm going elsewhere for oxygen. Not only does she treat dying patients badly but also anyone related to patient. She's abusive and thinks she can abuse patients like this without consequences. Her actions already resulted in a hospitalization but also caused a conflict with her spouse who NEVER yells without just cause. She waits until the patient is desperate than abused them verbally and if patient stands up for themselves, she refuses to provide the oxygen. She's gonna end up causing someone to die one day and needs to find another job. I worked for Apria and no job description says to do what she doing.

  Business Response

  Date: 03/06/2024

  Thank you for taking the time to bring this concern to our attention. Upon review, the general manager confirmed that the *************** location supplied the patient with additional oxygen tanks on three different occasions while her electricity was off. It was explained to the patient that we would not be able to continue to supply the large number of tanks needed daily and that it would be necessary to get the electricity turned on to use the oxygen concentrator. Due to Mr.Crespis use of profanity, verbal abuse and hostile behavior towards the branch staff he was asked to leave the facility to prevent us from having to call law enforcement. Future pickups would be provided via curb-side pickup as an alternative.
  
  The patient was admitted to the hospital and the hospital informed Apria that she left with a portable oxygen concentrator. On Feb 29, 2024 Apria received a call from an eviction company that is clearing out the patients home stating that the patient left 30 tanks in the home and that we need to go and get them, but stated that the oxygen concentrator was not there which still has not been returned to Apria.
  
  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:02/25/2024

  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.

  Here we go again. I contacted Apria about account ********** back two mos ago. My insurance company went thru . A collection agency that they assigned to try to collect a paid bill. She and I where transferred to another person who was at the collection agency and we she was sent copies of all the bill and payments .she forward them to Apria . Nothing no bills at all nothing . Then on Friday afternoon the text started . Contacted Apria now have a new bill that is higher than ether one before . And was hung up on twice on third attempt told agent would like a copy of bill since we are now heading once again to same thing as before . Seem like they have a very high problem with this also my insurance has tried to contact them to resolve issue only to ***** over 20 minutes and no one . How would they suggest we resolve an issue when the best we get is a text . And the last time an agent spent almost 4 hours getting it resolved only to go back and have additional problems. Also there is a reason that they have the same complaints over and over and the problem never gets resolved. I hope that they will send the requested information along with a good contact if they truly are looking to close it out . There is no reason to not want to resolve this if they really want to.

  Business Response

  Date: 02/28/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the order dated 2/13/2023 had the wrong insurance attached it had been corrected but the charges were not adjusted to reflect the correct pricing under your insurance,that has been corrected and the current balance on your account is ***** with a credit f $6.62 that will be applied to the current balance. The current balance is for supplies received on 11/8/2023. Please disregard the statement that was sent on 2/21/2024 as that will not have the correct balance, we have requested a new statement be prepared and printed on 3/5/2024. As stated in your previous complaint we did recall the balance from collections and that shows closed with the collection agency. We do sincerely apologize for the errors that have occurred and the frustration it may have caused.    
  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: 02/29/2024

  I have requested a mailed copy of the bill so my insurance company can review it.they have told me it was paid. They sent copy of old paperwork from first claim . To the collection agent who forwarded the information . The second bill you are now talking about has been paid by insurance. We are now requesting a copy be sent by mail for their and my review. That request was made by me last week and I am still waiting. Once again that is so we can review what the dispute is about . They say they have paid it your agent said they did not. Also that was because the first to agents became disconnected they either hung up or the phone dropped the call. 

  Customer Answer

  Date: 02/29/2024

  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 requested a mailed copy of the bill so my insurance company can review it.they have told me it was paid. They sent copy of old paperwork from first claim . To the collection agent who forwarded the information . The second bill you are now talking about has been paid by insurance. We are now requesting a copy be sent by mail for their and my review. That request was made by me last week and I am still waiting. Once again that is so we can review what the dispute is about . They say they have paid it your agent said they did not. Also that was because the first to agents became disconnected they either hung up or the phone dropped the call. 
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 03/04/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the order dated 2/13/2023 had the wrong insurance attached it had been corrected but the charges were not adjusted to reflect the correct pricing under your insurance,that has been corrected and the current balance on your account is ***** with a credit f $6.62 that will be applied to the current balance. The current balance is for supplies received on 11/8/2023. Please disregard the statement that was sent on 2/21/2024 as that will not have the correct balance, we have requested a new statement be prepared and printed on 3/5/2024. As stated in your previous complaint we did recall the balance from collections and that shows closed with the collection agency. We do sincerely apologize for the errors that have occurred and the frustration it may have caused.    
  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: 03/10/2024

  I did not receive **py of bill that you said was going to mailed out on beginning of March. I did receive a text, that asked for information. I **ntacted the number you suggested. I asked and said that I would once again like a **py to be sent so I **uld review it. I was informed that it would take up to 10 days to **nfirm my address. At that time one would be sent . I said by that time it would be ***** and the agent said that would be the next bill. And when I **uld get **py. The last order I have made with you my credit card made a payment for the ** pay .the day after the order was placed.

  Customer Answer

  Date: 03/12/2024

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

  I did not receive **py of bill that you said was going to mailed out on beginning of March. I did receive a text, that asked for information. I **ntacted the number you suggested. I asked and said that I would once again like a **py to be sent so I **uld review it. I was informed that it would take up to 10 days to **nfirm my address. At that time one would be sent . I said by that time it would be ***** and the agent said that would be the next bill. And when I **uld get **py. The last order I have made with you my credit card made a payment for the ** pay .the day after the order was placed.
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently filed a complaint regarding a bill that I received. The business replied that they made a mistake and I owed nothing. A few days later I received a notice from a collection agency ******** that I owe $62.85. I have never had a loose in insurance and owe nothing. I also received an email that Apria is trying to send me a payment. ??? Apria's customer service is miserable. I need this billing issue resolved and also want to know where to send the equipment back. I am so done with Apria.

  Business Response

  Date: 02/28/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that per our previous response to the Better Business Bureau we did advise you that $62.85 had been sent to the collection agency, that we have recalled the balance from collections and to please disregard any calls and or statements you may receive as it takes the collection agency 30 days to remove and to notify the credit bureau. The equipment belongs to you and cannot be returned. Also, Apria notified you by email to advise you that you were due a refund in the amount of $75.71 and that it had been approved and processed, the email is sent to see how you would like to receive your refund if no response then a check is mailed. As we are out of network with your insurance you would need to contact your insurance to obtain in network providers.
  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:02/16/2024

  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.

  I ordered CPAP supplies for my husband and I both from Apria Healthcare in October of 2023 at the time of ordering I provided them with my insurance information for both my husband and I. I started receiving bills shortly after ordering, stating that I was self-pay. I called Apria and gave them my insurance information, again, and they told me to please allow ***** business days for the claims to be resent to my insurance and to not pay any outstanding balances as they are not accurate. A month would pass, I was still receiving bills stating I was self-pay, I would call again, they would have no record of me giving them my insurance information and they would tell me again to wait ***** business days. I have now made this exact phone call several more times, each time they tell me they need my insurance information and then tell me they have sent claims but that they cannot get ahold of my insurance company to verify, which is a lie. This was proven true twice when I called my insurance company, and they told me they have never received a claim from Apria. Each time I have called Apria, they have given me misinformation and have lied to me and as a result they sent me to collections for my outstanding balance and I am extremely upset by this. I did a three-way phone call today, 2/16/24, with Apria and my insurance company and Apria stated they have not been able to verify insurance, the representative from my insurance company reiterated to her again that she was on the line and was verifying the insurance right then and there and Apria still claims that they cannot accept that and that they cannot revoke the balance that has been sent to collections. I truly believe they are committing insurance fraud, and I am desperate for help and answers. This has caused me months of stress and anxiety and I need this to be resolved.

  Business Response

  Date: 03/04/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the balance in collections was for the rental equipment received on 8.30.22 due to deductible not met. The supply order was processed by your local office and the correct insurance was not verified or attached to the order, due to the error we have reversed the payments made and a refund has been requested in the amount of $298.99. Please allow 7-10 business days to process, approve and a check will be sent to the address we have on file. The invoice has been adjusted and no further billing will be done on the supplies received on 10.19.23.In regard to your husbands account the correct insurance has been added and a claim is being prepared to bill for date of service 11.2.23, currently there is a zero balance on his account.
  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: 03/13/2024

  I received Aprias reply and am pleased to know I will be getting a refund. I am worried it wont actually come though so I dont want my BBB case closed. 

• Initial Complaint

  Date:02/15/2024

  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.

  My wife has been getting random charges for the duration of having her cpap machine so we decided to return it and the machine was turned in 9 months ago. I have called customer service time and time again on recorded calls (pull them up) wife name ********************* over wrongful charges. We kept getting billed and finally was told by representative balance would be paid in full in December the last remaining $150. Thank god finally we will never have to deal with this business again, WRONG! Today we get a phone call stating there was an outstanding $67 bill that needed to be paid (supposedly a bill our insurance denied?? FOR WHAT?!) My wife has paid over $1035 and who knows how much Apria has gotten out of our insurance. I want all of our information deleted from Apria and our bill adjusted this has been the biggest back and forth fraud I have ever been apart of in my life.

  Business Response

  Date: 02/29/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the Jan.2023 invoice was paid then the payment was reversed and applied to another invoice, during our review we could not find why this reversal was done. We have adjusted off the open balance as it was clear that the payment was made,applied to close that invoice. There is no current balance on the account. We do sincerely apologize for the frustration this has caused.  
  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: 02/29/2024

  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:02/15/2024

  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.

  Jan.5, 2024 I ordered bipap supplies from Apria Healthcare.Apria charged BCBS of MASS for these supplies.BCBS paid the claim IN FULL 100% - NO CHARGE OR COPAY FOR ME THE pATIENT. Apria then charged my credit card $57.87 for those same supplies. I have called them at least 17 times. They have hung up on me repeatedly. I have emailed repeatedly. BCBS has called them and they agreed that they owe me a refund. A month later they sent an online payment of $1.07 that i had to accept that day or lose it. I refused the incorrect amount. I have called them at least 5 times since and they STILL have not refunded my money. This is insurance fraud being perpetrated on chronically I'll, disabled patients making it impossible TO GET THE SUPPLIES I NEED TO BREATHE AND REMAIN ALIVE.

  Business Response

  Date: 02/28/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that your order was started on 1.3.24, & shipped on 1.4.24, Apria did not withhold your supplies. The charge to your credit card was processed on 1.3.24 after the Apria resupply representative verified your insurance coverage and processed the order. We reviewed the insurance verification and did find both 20% and 0%coinsurance listed for durable medical equipment, this could be confusing when verifying coverage. Your refund was approved and processed on 2.16.24, these are not expediated and we request you to allow us 7-10 business days to receive. We do sincerely apologize for the frustration this has caused.
  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: 02/28/2024

  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 told them repeatedly I had met my deductible and had NO COPAY. They took the money out of my HSA (billing as dental which is also fraud these are bipap supplies)  ....I was told I needed to have BCBS call them... which I did... they agreed them that I was due a refund of $57.87 ... which would take up to 14 business days.  2 weeks later I received an online payment of $1.07 ... I recalled these CROOKS and they said they would reissue the payment in 14 business days for the CORRECT AMOUNT... this time... an online payment was not offered... I could only wait for a paper check.   2 weeks later the paper check arrived ... again... for $1.07!  I recalled them.... and... you guessed it.... was told to wait up to 14 BUSINESS DAYS for another paper check.  

  It took 2 MONTHS to get the money back that they committed insurance fraud to take from me.  

  NO.  

  THIS IS UNACCEPTABLE.  

  The ************************* from the state of ************* called me about the complaint i filed and they are looking into this abuse.  I will let them handle after i call the board of licensure that she recommended i contact.  Oh... and the fraud hotline at BCBS has been notified as well.  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:02/15/2024

  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.

  Called numerous times about my bill and made payments that I could afford and because I didn't pay what they wanted me to pay they sent me to collections and I qualified for the poverty hardship they wouldn't do it because it wasn't ***** or more a month they would write that off but wouldn't help me with 8.30 a month and it's a 13 month rental for my cpap machine and I received it in 10-2022 and 13 months would have been November of 2023 but my insurance changed January so they said the 13 months started over which is not fair and I asked for a bill stating I owe ***** and I have a organization that is going to pay it off but they are not email me with what I'm asking for and they don't know who the manager or owner is which he said he wants to talk to me I guess they don't want their money that bad when I told them I needed it by today I've been trying all week to get this resolved help me please

  Business Response

  Date: 02/28/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that financial assistance is provided as a courtesy as Apria is not required to provide this service to our patients. Patients must qualify for financial assistance, those factors are coinsurance in access of $40.00 or more per month not accumulative,income, active insurance and meeting the insurance compliance guidelines,currently the patient does not meet the coinsurance requirement. Apria only received 3 payments from your previous insurance towards the purchase of the rental equipment prior to the new insurance starting in January 2023. When the purchase price is not met at the time a new insurance is effective the provider is required to start the rental period over to episode at 1 as the insurances do not communicate. We do see where the local branch as well as our PPMC email team have sent you numerous statements with the current balance, we cannot provide a statement with future charges.    
  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:02/14/2024

  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 started renting a breast pump from Apria in January 2023, while I lived in *********, **. I moved to *********, ** in May 2023, and had the breast pump picked up by the ********, ** Apria branch on 9/12/23. I received a receipt as proof of the pickup. Since then, Apria has continued to bill me $37.69 a month for the breast pump rental. I have called their billing customer service several times over the past few months, and each time I have been reassured that the charges would stop, but they haven't. I've taken to disputing each charge with my credit card company, as I do have proof of returning the equipment. I was just charged yet again today, and I'd really like this to end. I'm not sure what else to do at this point, as calling and speaking to them clearly isn't doing anything.

  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 general manager found your breast pump was completed as a pickup in ************ systems, but left renting in our ******** systems. This was an error in oversight at the branch for a stock transfer to be completed to have the item marked as picked up in both our MD & NY systems. We apologize for this inconvenience. A refund amount has been processed for $226.14. This refund will be mailed to you via check at your ******** address. Again, we apologize for the inconvenience 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