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

  100 Dowd Rd Bangor, ME 04401

• 

  Apria

  37 Commerce Ave Ste 2 South Burlington, VT 05403

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:02/14/2024

  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.

  In April 2023 I got a **** from Apria through My Florida Blue (carecentrix) insurance policy# VMAH14797100 . I was told by apria, it would be a 90-day rental, then convert to ownership. This was false information. Per Carecentrix: it was a 10 month rental, That would convert to ownership after 10 months. Apria billed Carecentrix for 3 months for the rental, then completely stopped billing for the machine. They should have continued billing Carecentrix all the way through December 31st and didn't. February 4th my new insurance Aetna received a charge for the **** machine. I've called and spoken to five people at Apria, and no one can tell me what's going on, except that I need to call my insurance company. And when I call the insurance company they let me know Apria needs to send proper billing to Carecentrix for my machine. I have complied with all the usage terms, and don't understand how Apria didn't bill me for a rental for 7 months, and now wants to resume billing suddenly on Feb 4th with my new insurance. However this is fine, but the bill needs to go to the correct place so it is paid by the correct policy. Apria needs to communicate with CareCentrix and Aetna So that the machine is billed correctly, in order to resolve their billing mistake that has been ongoing for almost 8 months. I was supposed to receive a a call back, and have not been contacted by a single person.

  Business Response

  Date: 02/20/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that a representative from Apria contacted you regarding your BBB complaint and an amicable agreement has been reached. The rental equipment has been converted to purchase as a courtesy and now belongs to you and Apria is adjusting off the rental months that were billed in error. We sincerely apologize for the error that occurred on your 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: 02/28/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount the organziation initally said I would pay was not true. I paid around $400.00. I also contacted their billing department and tried to get this settled. They still will not leave me alone for addiional costs. They need to listen to their own recordings on patient billing issues. I was told all bills were paid!

  Business Response

  Date: 02/16/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that when you received the rental equipment your insurance was verified and your plan has an $8000.00 deductible, which had not been met. It is as much patient responsibility to know their insurance benefits as it is for the provider to advise at time of receiving equipment. Your insurance also requires authorization which Apria obtained for the first 3 months, after the initial authorization your insurance requires equipment be used at least 4 hours or 70%of the time to obtain a renewal authorization, based on the documentation obtained you were not compliant with the equipment and your insurance denied our request for authorization. Based on comments compliance calls were made to advise you of what is required and many downloads were done which showed non-compliance with the equipment. We reviewed your signed ****** ******* & Rental Agreement (SSRA) where your credit card was placed on file to be used for future charges, on 4.14.23 your credit card was charged for denied charges in the amount of $201.08 and applied to the open invoices, we spoke with you on 5.4.23 advised you there was not a current balance which was a true statement at that time, you requested your credit card be removed and it was removed same day on 5.8.23 you disputed the credit card charge. The current balance of  $160.65 and balance in collections of $40.16 are valid.   
  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: 03/09/2024

  No I do not agree to this complaint closure nor Aprias response. I called Apria in due dilligence to setlle the outstanding and paid it at that time. EVEN THOUGH it was $300 more than what they said it would be after they checked with my insurance company. I do NOT know initially what they charge over the period of 10 months for the unit so I have no way of knowing what claims will go to insurance...THEY do. This issue is not resolved and I will not be paying almost $800 for this machine that I could have bought myself without all of their runaraounds and now endless phone calls from a collecion agency. PLEASE re-opne this case. I am very busy and its hard to answer these apparently as quickly as you are requiring.

  Customer Answer

  Date: 03/09/2024

  2/8/2023 I received a call from the local Apria office stating they ran this through my insurance and I would pay a little over $10 a month out of pocket. Of course I have a deductible, eveyone does and they did not say a word about it being applied in this case. If you are going to call people and make the claim of exactly what they will be paying per month because 75% is covered by insurance then tell people to check their deductible first as that is applicable to the claim. I spent $600 getting a sleep study done and thought the insurance would cover this medically neccessary device at the rate ********************** explicitly told me.They did not talk about deductibles, they told me explicitly what the cost out of pocket was to me which was incorrect. Apria needs to own up to their own misinformation on costs. I have the recorded phone call of this and this will be filed with the ******* states attorney general along with all the daily sometimes 2 a day calls from the collection agency. Be truthful and provide ALL of the informatiom from the beggining to avoid these problems. I have a good feeling that the information about the deductible being left out was done purposefully and deceitfully.

  Customer Answer

  Date: 03/11/2024

  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.]

  No I do not agree to this complaint closure nor Aprias response. I called Apria in due dilligence to setlle the outstanding and paid it at that time. EVEN THOUGH it was $300 more than what they said it would be after they checked with my insurance company. I do NOT know initially what they charge over the period of 10 months for the unit so I have no way of knowing what claims will go to insurance...THEY do. This issue is not resolved and I will not be paying almost $800 for this machine that I could have bought myself without all of their runaraounds and now endless phone calls from a collecion agency. PLEASE re-opne this case. I am very busy and its hard to answer these apparently as quickly as you are requiring.

  2/8/2023 I received a call from the local Apria office stating they ran this through my insurance and I would pay a little over $10 a month out of pocket. Of course I have a deductible, eveyone does and they did not say a word about it being applied in this case. If you are going to call people and make the claim of exactly what they will be paying per month because 75% is covered by insurance then tell people to check their deductible first as that is applicable to the claim. I spent $600 getting a sleep study done and thought the insurance would cover this medically neccessary device at the rate ********************** explicitly told me.They did not talk about deductibles, they told me explicitly what the cost out of pocket was to me which was incorrect. Apria needs to own up to their own misinformation on costs. I have the recorded phone call of this and this will be filed with the ******* states attorney general along with all the daily sometimes 2 a day calls from the collection agency. Be truthful and provide ALL of the informatiom from the beggining to avoid these problems. I have a good feeling that the information about the deductible being left out was done purposefully and deceitfully.
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 03/12/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing representative confirmed that the insured/patient should be aware of their coverage if they have questions, they should contact their insurance above and beyond the information provided by any provider. Insurance generally does not pay claims until the deductible has been met, once met then the coinsurance of $10.03 per month would be a valid charge.If the insured/patient is not using the rental equipment and the insurance requires compliance to obtain authorization the insured/patient would be responsible for the monthly charges as explained to you in our previous response. Apria bills on possession not usage of the equipment if you were not able to use or did not want to use the equipment it could have been returned to your local office and billing would have stopped. The insurance allows the provider to rent the equipment for a 10-month period, it bills for $40.10 (ins.responsibility $30.07 per month if deductible met) your coinsurance (if deductible is met) would be $10.03 per month for a total purchase price of ****** per their contract. Since your deductible is $8000 and had not been met during the rental period you were responsible for the total cost of the rental and the purchase of all supplies received at the time of set up. The balance in collections as well as the current balance is valid. Open invoices will drop off to collections after approximately 270 days, Apria does not own or operate the collection agency.     
  
  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. 
  
  If the charges to my account reflected the $40 per month then I may have just accepted it, however that it not what I was billed. It was way more than that. I understand about the deductible but why do your representatiive NOT just include that when speaking to customers? Instead they phrased it as "We contacted your insurance *** and confirmed that you will only pay $10- per month". This is not only misleading but bad business. There are things that are covered by insurance that do not fall under the deductible. Again, if your charges me $40 a month and based it on the deductible then I may agree but that it not the case. I already have paid around $400 or more and am now being billed around $200 more. Also, I called your Apria billing department to cancel my credit card that you kept charging way over the agreed amount and made sure that I had paid everything. They indicated there would be no further monthly bills. If you really are customer friendly as you say you are, do not contact people and tell them exactly what they will be paying out of pocket, that is misleading. Instead, just tell them to ask their insurance co. You could avoid a lot of problems yourself by being honest up front. I wish I had returned the machine, I tried to use it for 3 weeks and now its worthless to me and just a big waste of money. If I had known you would have been charging me $800 over 10 months then yes I would have returned it. I would not have even bought it from Apria in the first place. Now that its with the collection agency that calls non-stop on different phone numbers every day, I guess you can do nothing.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/12/2024

  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.

  August 2022, I received a CPAP machine from Apria Healthcare. Insurance coverage was with United Healthcare. Per Apria, I could not pay my full portion of cost at that time. Would be set up under rent to own plan. After making monthly payments for twelve months, I would own the machine. No other restrictions or requirements provided to me at that time, (verbal, or written)Claim was made to United Healthcare in Aug 2022, with total cost of brand new machine as $874.72. Monthly payments started Aug 2022.April, 2023, (after 8 monthly payments), insurance was changed from UHC to Aetna.Monthly bills continued, from Apria, with no notification that changing insurers was of any consequence.In the fall of 2023, after making more than 12 payments, I contacted Apria. At that time, I was told the change in coverage (in April) had actually voided the original 12 mth agreement under UHC, and as of April 2023, a brand new agreement (which I was not informed of, nor did I agree to), was initiated with Apria, and required an additional 12 monthly payments before I would own the machine. In fact, the claim submitted to Aetna shows the cost of my 8 month old machine, in April 2023, as the original cost of $874.72. (making it appear as if I had just received a brand new machine). I have been in contact with multiple people from Apria in an attempt to rectify this situation. All attempts have been unsuccessful.I have now made 17 consecutive monthly payments (to Apria) against what was an agreement for a 12 month plan. Per Apria, I will continue to be billed thru Mar 2023. (a total of 20 payments)Although the monthly amount is minimal, I do not intend to make any more payments to Apria. However, at this point, I have not been able to find a means to formally dispute this charge. In my opinion, for Apria to knowingly take advantage of customers and insurance companies, in this way, is absolutely unacceptable, and violates the standards of ethical business conduct.

  Business Response

  Date: 02/19/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that your previous insurance did not meet the purchase price of your rental equipment prior to your new insurance becoming effective. Your previous insurance has a 10-month billing then the equipment is considered purchased, Apria received 7 payments. When the new insurance was billed Apria had to start the rental period over at rental episode 1 as the new insurance has no communication with the previous insurance and is unaware of how many months were billed and paid for. Based on your previous corporate complaint you had been advised that the equipment was going to be converted to sale and that was done on 2.14.24 &we adjusted off your open balance. The account has a zero balance & no other charges are pending with your insurance. We do sincerely apologize for the frustration this may have caused you   
  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:02/12/2024

  Type:Sales and Advertising 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 admitted they over charged by $600 and claimed it would be deposited back into account by February *********. They claimed account was sent to ********* ** according to ****************** which I had involved. When I try and resolve now they will not respond.

  Business Response

  Date: 02/19/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that upon our review we are not in network with ************ plan. On 2/16/2024 we did attempt to contact you to discuss a voicemail was left. Your current Hospice plan will need to provide your equipment and Apria will need to make arrangements to pick our equipment up once you have received your new equipment. Apria has initiated a refund in the amount of $650.15, please allow 7-10 business days for it to be approved and a refund to be mailed to the address we have on file. We do sincerely apologize for the errors that occurred on your account, which is handled by our Midvale office.    
  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:02/08/2024

  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.

  Please see document attached below. It is greater than 2000 characters.

  Business Response

  Date: 02/13/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing specialist has confirmed you received a cpap ***** 7, 2023, in which insurance required a thirteen-month rental before purchase. Apria adjusted the cpap billing for ***** and May 2023 due to no authorization. You paid $14.11 for June 7, 2023-September 7, 2023; however you were billed the full claim amount of $70.53 for October 7, 2023-December 7,2023 due to claims denied for no authorization. We spoke with you October 13,2023 regarding compliance in which you advised you were using your old machine due to pressure settings. Apria then explained that you needed a prescription from your doctor to change the pressure settings. A new authorization was obtained for December 8, 2023-March 6, 2024; however, we converted your machine to ownership January 7, 2024 with no further billing. A no call attribute was added to prevent collection calls as they are being made based on the date of service not the statement date. It can take seven to ten days for a payment to post, which can cause a collection call to be made prior to payment posting.There is no balance due, and you will not be billed again unless new service or supplies are ordered. 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

  Customer Answer

  Date: 02/14/2024

  Thank you for the response, but some of the key details were omitted from the information.
  
  My understanding is that I was to pay $14.11 per month for 13 months for the machine.  That total is $183.43.  I just collected all my invoices and was billed a total of $239.81, which is $56.38 MORE than I was originally quoted.  Additionally, the statement from Apria stated that I was billed approximately $70 for a three month period, which works out to $23.51 per month, not the $14.11 that I was quoted, an over charge of $9.40 per month ($28.20 in overbilling).  Finally, there was no mention of the $13.43 payment made on 8 February, 2024.
  
  After running all the numbers, I show that I have paid Apria $69.81 more than I should have been billed based on an agreed upon amount of $14.11 per month.  This amount includes the accidental payment of $13.42 from 8 February.
  
  There is no explanation in Apria's response as to why I was overbilled, nor was there mention of the extra payment.  Again, I have had to do all of the work to protect myself and verify all the statements and payments.  
  

  A reasonable resolution for me will be for Apria to abide by my original quoted payment of $14.11 for 13 months, totalling $183.43 and refunding me the overpayments of $69.81.
  
  Thank you.

  
  

  Business Response

  Date: 02/21/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that Apria billed initially with an approved authorization from your insurance when a renewal authorization was required, we were unable to obtain the authorization required as you had not met compliance that is required by your insurance. We understand that you were having issues and used another unit but the insurance wants the data from the equipment that is being rented currently. Without being able to obtain the needed authorization the amount billed fluctuated from coinsurance to owing the billable amount based on the insurances contracted rate. The payments made in February 2024 were applied to November &December dates of service for the rental equipment. There is a credit on the account in the amount of $13.43 and that will be refunded back to you, please allow 7-10 business days to receive.
  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: 02/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/05/2024

  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.

  Customer of ********************** over ** years. Doctor *****ed a new APAP machine late December 2023 as prior one broke October 2023. Apria called me at the beginning of January 2024 and I was told to call back the following week as my Dr's ***** had been received but not processed. I called, provided details about machine and supplies needed and was told new machine was on it's way, expect 3-5 days. I did not receive it, called Apria again, was told my ***** had been cancelled, unknown reason, and was now back in system, expect within 3-5 days. Again, not received, called Apria, told ***** was cancelled again and after 45 mins on hold I was told there was an insurance issue. I called my insurance (******) and was told to contact ****** ********************************** I left them a voice message. The next day I got a letter from my ****** provider that Apria told them that I had not confirmed my address for delivery. I disputed that and the dr ****** contacted Apria again who told dr ****** that my ***** was on it's way, expect Friday 2/2/24.Not received, called Apria again, explained multiple calls and multiple answers, this time, told back*****ed, no expected delivery and I should have been told that at the beginning.This is ridiculous. Sleep APNA is a life-threatening condition. Not having it treated has seriously affected both my physical and mental health.I was not contacted by anyone when my ***** was "cancelled."I just want my new APAP machine and supplies delivered.I also would prefer not to have to purchase supplies through Apria, but don't have a choice.

  Business Response

  Date: 02/21/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that questions regarding the physicians order as well as questions about insurance coverage led to the order initially being canceled. Once the questions were resolved the order was fulfilled and the unit was delivered on 2/22/2024. We apologize for the delay in fulfillment.
  
  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

  Business Response

  Date: 02/28/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the general manager confirmed that questions regarding the physicians order as well as questions about insurance coverage led to the order initially being canceled. Once the questions were resolved the order was fulfilled and the unit was delivered on 2/12/2024. We apologize for the delay in fulfillment.
  
  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:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received Durable Medical Equipment from Apria which was ordered in early January (I do not have the exact date as I have not received a statement as yet). I was asked if I wanted to pay immediately on the company's receipt of the order. I said no, I would like to be billed since I wanted to see the itemized statement along with my insurer's portion to be certain I was not overpaying. The customer service rep agreed. I received the equipment and supplies shortly after. Note that I have been getting DME supplies from Apria for years and this has always been how I've handled payment. On Tuesday, 1/30, I received a call from Apria *************) saying I had an outstanding balance and I needed to pay ASAP. I asked where was the bill and after a frustrating conversation with the ** Rep, I was told it was sent on Saturday 1/27 and so there was no possible way I would have received that bill as yet. I asked if I had an overdue balance from the December statement, and the ** Rep grudgingly told me no since I had an order in November and paid it in December upon receiving that bill.I am now receiving automated messages daily that I have an outstanding bill and have not yet received a statement with that balance due. I think the company is being aggressive and should not be doing this until something is over 30 days due, and think it will border on harassment.

  Business Response

  Date: 02/12/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account, the billing specialist has confirmed you received monthly statements for the balances due and you have a balance of $547.17 for supplies received November 27, 2023, the purchase of cpap and humidifier January 18, 2024. You initially paid $22.41 for November 27, 2023 and have a pending payment of $160.15 made online through our pay portal. Once your payment posts you will have a balance of $386.97. We have also added a no call attribute to prevent collections calls until balance is paid in full. We believe all appropriate steps have been taken to resolve this matter.  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: 02/13/2024

  I thank Apria for their response so far, however there are 2 issues. In the 1st call received in early February, the customer service did not separate the approximately $160 that was unfortunately on my part missed and overdue from the approximately $380 that was not yet overdue. They just insisted that the entire balance at that point is overdue.  This is a misleading action on the part of Apria to not provide clarity on overdue versus not overdue balances.  Due to the pending payment that I made after I realized the inconsistency of what the customer service person said, I now have no balance that is overdue as the original bill indicated that payment for purchases made in ******* are due 2/17. A do not call exception should not even be necessary. Apria needs to educate their representatives to be more truthful when pursuing payment and differentiating payments that are not past their due date.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gotten multiple bills from this company with no explanation. Just the the amount no explanation of services. *** called them on November 21st and the agent was not able to explain the charge. I emailed him authorization to send me a bill that explained everything. The person I emailed was **** Mc *********************************. They have never replied despite two more follow-**** Today I was contacted by a collection agency for this bill. Terrible!

  Business Response

  Date: 02/08/2024

  Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the outstanding invoice in collections is for supplies dispensed April 5, 2023. A copy of that **** has been sent to your address on file. 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: 02/14/2024

  The business only ever sent me a bill with a dollar amount. They never sent an itemized bill and they ignored requests via email and phone calls. The bill has been already sent to collections and I have not had an opportunity to see what Ive been billed for. 
  

  It should be removed from collections and the business should admit fault that they ignored my emails which they can easily find in their system. 

  Business Response

  Date: 02/21/2024

  Thank you for taking the time to bring your concerns to our attention.Upon review of your account the items you were being billed for and that were sent to collections were from supplies denied by your insurance.  Had you received the itemized statements timely, you would have been able to appeal these denials.  We have requested the recall of the $105.43 that was placed with the outside collection agency.  The recall was processed on February 20,2024. Your account balance (including collections) is at $0.
   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:01/30/2024

  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 is billing me for $203.01 for a wheelchair rental for Jan 2023-Mar 2023. They have submitted billing to my insurance, ****************** with incorrect billing codes. I have told them this and have even had my insurance *** call them and tell them that they need to resubmit the bill with the correct billing codes. They were also provided with the correct billing codes. Apria's position is that it has exhausted all efforts to collect payment from the insurance and now they insist that I pay them. They have also referred this matter to a collection agency. This situation has been ongoing since August or September of 2023.

  Business Response

  Date: 02/06/2024

  Thank you for bringing your concern to our attention, unfortunately we are unable to locate your account in our system. Please provide us with the additional information such as your date of birth and/or the account number so that we can research and resolve your concern timely. 

  Sincerely 

  Apria Healthcare LLC

   

  Customer Answer

  Date: 02/12/2024

   The account number is **********

  Business Response

  Date: 02/16/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that the incorrect payor had been added to the account which caused several billing errors to occur. Due to the authorization requirements Apria cannot obtain authorization and bill the correct payor. Since this was our error, Apria has adjusted the open invoices and recalled the balance of $270.68 from collections. Please allow the collection agency 30 days to remove and notify the credit bureau to update the credit report if reported, please disregard any calls or statements you may receive during this time.  We sincerely apologize for the frustration this 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

• Initial Complaint

  Date:12/29/2023

  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 an account with **********************. I closed it in June, 2023. There was a zero balance on the account. A few days ago, I started receiving telephone calls from the foreign workers who handle Apria's client contact. The caller was screeching into the phone that I owed $70+. That is the amount of the cost of the monthly rental without applying my insurance which paid 80%. The amount I used to pay was $18+ or the remaining 20% of the cost. The caller continued her diatribe saying "RIGHT AWAY! RIGHT AWAY!" every few words. This was a frightening experience as I am terminally ill and elderly. I hung up on the caller. I am uploading a screenshot of my account showing a zero balance at the time of closing.

  Business Response

  Date: 01/22/2024

  Thank you for taking the time to bring your concerns to our attention,the billing representative has confirmed that your insurance was billed and denied the claim due to missing documentation per their guidelines. Several attempts were made to obtain the clinical documentation from your physician. Apria also notified you of the issues and that this documentation was needed in order to obtain authorization from your insurance. While attempts were made to obtain the authorization and appeals made to the insurance the balance was reclassed to the member. Although the membersbalance is valid as a courtesy the open balance of $74.88 was adjusted off,leaving the account with a zero balance. A review of the phone logs found one call that was made on 12.28.2023 regarding the open balance. A review of the conversation and if warranted the call will be used as a training opportunity.   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: 02/02/2024

  Apria did not adjust the account "as a courtesy". I paid the $74.88 on January 8th as I did not want Apria to damage my credit. Here is an excerpt from Apria's payment page:

  Payments Processed in 2024
  DATE AMOUNT ACCOUNT CONFIRMATION NUMBER
  Mon. Jan 08, 2024 $74.88 MasterCard ending in 0167

  Business Response

  Date: 02/15/2024

  Thank you for taking the time to bring your concerns to our attention. We have reviewed your account and confirmed that your open balance of $74.88 was adjusted off;therefore, you are not responsible for the charge. However, your account reflects a payment from you that was applied to our system on January 17, 2024,amount $74.88 and we have requested for a refund check to be processed to you for that amount. Please allow time 7-10 days for processing. 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

  Customer Answer

  Date: 02/15/2024

  Because Apria has a history of misrepresenting facts, I will wait to see if I do indeed receive an adjustment for $74.88. If I do receive a check for that amount, I will close my dispute with them. Thank you Better Business Bureau for your consumer advocacy.