Business Profile

Health Care

Apria

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:05/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned all borrowed equipment from Apria Healthcare at **********, ********** location on 4/15/2025 and 4/23/2025 (I have paperwork as proof). I called Apria billing line on 4/24/2025 at 2pm PST, and had a 23 minutes and 31 seconds phone conversation, and confirmed with their representatives that I would not be charged for the returned equipments (they stated their lines are recorded, so they should be able to verify). On 5/06/2025, I discovered Apria Healthcare had sent a bill of $968.55 to **** collections agency. This is a fraud and scam. They should be responsible for sending a false claim to **** collections agency; they need to clear and remove this charge with SCSI collections at phone number ************, and also remove the charge from my Apria account.
Business Response
Date: 05/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that on March 26, 2025, Apria received a call from you stating you would call back
to return the equipment on March 27th a letter was sent to you requesting the rental equipment be returned as your
insurance was not paying for the equipment due to compliance issues. The letter requested the equipment be
returned in 7 calendar days when it was not received back Apria converted it to purchase under Asset Not
Returned (ANR) on April 11th and it was sent to collections. On April 23rd, you returned the equipment to the
local office and on April 28th Apria recalled the balance from collections. Please allow the collection agency 30
days to remove the balance and to notify the credit bureau to update the credit report if reported, please disregard
any calls or statements you may receive during this time period. The current balance on your account of $131.82
is valid and are all bill dates prior to the return of all equipment received on April 15th and the rest of the rental
equipment on April 23rd as previously stated. The open invoices are for dates of service 1/17/25, 1/24/25, 2/17/25,
2/24/25 and 3/17/25 and your statements will reflect those dates.
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:05/06/2025
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 have active insurrance with ***** insurance until August 17th, 2024 and my new insurance is United HealthCare ****************** which is active from August 13th, 2024 until December 31st, 2024. I called in July to update insruance with Aetna but, on my bill the insurance still show as Aetna. From August 2024 until April 2025 I made no less than 20 calls and received no less than 30 calls from Apria about the insurance update question. On November 2024 bill they put 09/06/24 00BV4493 INSURANCE STATES NO COVERAGE $232.80 10/06/24 00BV9003 INSURANCE STATES NO COVERAGE $232.80 on my bill, then the bill shows that from November to December they were able to process my insurance, then April 2025 they add 06/06/24 ******** PATIENT COPAY $58.20 07/06/24 00AB150S PATIENT COPAY $58.20 08/06/24 00AR123C PATIENT COPAY $58.20 which I already paid and ask me to pay the amount, such amount is already paided in 2024, and I returned the equipment Janurary 2025. The bill is tricking me to pay twice on some products, and after half a year Apria is still no able to update the bill from September to October.
Business Response
Date: 05/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you were billed $58.20 as 20% copay for dates June 6, 2024-August 6, 2024 while under **************** However, your insurance termed, and you provided UHC as insurance. The incorrect payor was added which Aetna was initially billed, then self-pay causing you to be billed $1222.20. We have adjusted the self-pay billing for September 6, 2024-December 6, 2024, leaving you with a balance of $58.20 for August 6, 2024. We believe all appropriate steps have been taken to resolve this matter and apologize for any inconvenience.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:05/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a CPAP machine through Apria Health through my insurance United Health April of 2024 and was on a monthly payment plan on my part with automatic deductions out of my bank account and my insurance paid their part and until the machine was purchased. After the machine was purchased Apria health took it upon themselves to order me supplies and deduct from a bank card the amount of $38.76 when I found out they did that I called them and told them I did not need the supplies did not want them and they shipped them anyway and I returned them as soon as I got them and did not open the box I called them back and they said they would credit the account then the next thing I got a bill in the mail saying that I still owe the $38.76 so I called my Bank and tell them that was fraud my bank credited my account now ********************** keeps sending me messages that I still owe the $38.76 I called the billing again and have spent hours on the phone and getting nowhere with them the supplies were sent back and received by them on February 22nd and I have the *** tracking and shows that they did receive it and they told me that they did but they keep trying to get the $38.76 I have asked several times to speak to a supervisor about this and I get nowhere they just keep putting me on hold for hours at a time. Thank you so much for any help that you may be able to do for this.
Business Response
Date: 05/15/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that the order from 02/22/25 for resupply products was refused and returned to Apria. We have submitted a request for an adjustment for this entire 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: 05/15/2025
Hello I called Apria to check the balance on my account they said it was still $38.76 and they will adjust it and send me a new statement with the adjusted balance. I am traveling and will not be home within the 7 days requested on outcome if sent through **** but can respond in 10 days. Thank you for your help in resolving this matter.
Customer Answer
Date: 05/22/2025
Ok now I'm receiving voicemail requesting payment and also **** statement for same original amount.
Customer Answer
Date: 05/23/2025
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.]
Ok now I'm receiving voicemail requesting payment and also **** statement for same original amount.

Regards,

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

Business Response
Date: 06/04/2025
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 started the adjustment process for the order that was returned. This process can take between 4-6 weeks to complete fully.
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: 06/04/2025
I'm still waiting for the updated statement showing a zero balance Apria said I would receive through the ****. I spoke with them again after receiving another bill through the mail for the same amount they did tell me again that they have made the adjustment and the balance is zero but I just haven't seen it yet. Thanks again for your help! ****** ******* ************ ****************************
Customer Answer
Date: 06/14/2025
I'm still waiting for the updated statement showing a zero balance that Apria said they were sending me.
Initial Complaint
Date:05/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to return medical equipment since Jan 2025, it is now May 2025. I have scheduled various pick up appointments with the local branch but they do not show up or call. The last time I called I was informed that the branch would not discuss this matter with me anymore. Apria stated that since I had not returned the machine they had decided to charge me for it and turned this over to collections. I was told they have no records of me ever attempting to contact or return the item in question. They refuse to discuss the matter and have told me several different versions of the matter on the phone. The machine has never been used, they never even came by and set it up at my home as they stated they would. I have contacted the branch and billing, they have both told me different stories. Just a statement, but I will never do business with this company again. I feel I have not been treated fairly or honestly. To this date a manager has not reached out to me.
Business Response
Date: 05/16/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that if the equipment is returned to the local office the balance in collections will be recalled, the current balance of ******, we will adjust as a courtesy again once the equipment is returned. Please make arrangements to return within the next 30 days so we may take the appropriate steps to recall the balance and adjust the current balance. We do sincerely apologize for the miscommunication as it appears we may not have the correct address, and the equipment was delivered to the hospital.
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:05/05/2025
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.
Billing Dispute and non responsive - *********** is not responsive to the many billing questions that that I have sent via emails. When I call the customer service line, they are unable to help and can not confirm if my Emails were received. (Emails sent - 10/28/24, 11/4/24, 12/2/24, 1/9/25, 1/21/25, 2/3/25, 2/16/25, 3/17/25 and 4/18/25) They only responded on 3/12/25 addressing 2 of 7 issues and the response did not help me. I paid any current billing that I do not dispute and as result, some payments have been misapplied to balances that I was questioning. It appears that the company has doubled billed me, billing me for their mistake, billed amounts different then the Insurance EOB states. *********** provided a "ledger Sheet" with no explanations of why amounts were credited and re billed of which I sent them a worksheet on 2/16/2025 asking for clarifications.
Business Response
Date: 05/13/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that an error occurred when our payor change team reset the rental period based on the new insurance id number received. This was not caught until we received your complaint and corrected the error. The new id number did not require the payor to be changed only for the id number to be updated, purely human error and we do sincerely apologize for the error. We have adjusted the open invoices including the order for supplies you received on 9.27.24 & 12.24.24, we reversed the payments received from your insurance that was above the contracted amount for the purchase of the rental equipment and requested a refund back to your insurance, we recalled the balance from collections and converted the rental equipment to sale now belonging to you. Your account currently has a zero balance. Please allow the collection agency 30 days to remove the balance, to notify the credit bureau of the error and if the ************* has reported they will update the credit report, please disregard any calls or statements you may receive during this time. Again, we do sincerely apologize for the error that occurred and the frustration it 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
Customer Answer
Date: 05/24/2025
This is the 1st noticed I received from BBB which is why I did not respond sooner. In response to your question, no, I have not received any coomuciation from Apria in response to my disputes.   In fact, they have sent some of the outstanding balance to a collection Agency.

I hope you will reopen the file.

*** ********

Customer Answer
Date: 05/24/2025
Please disregard my previous communication. After I sent it, I researched my account with you and saw the company's response to your inquiry which I did not see or receive prior to today. This response does resolve the problem, if the company follows through with it, so it does warrant you to close the file.
I'm sorry for any confusion and sorry I did not do my due diligence prior to notifying you.   Thank you for your assistance.
*** ********
************
**************************
Initial Complaint
Date:05/02/2025
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 billed me after my doctor contacted them in *********************************************************** by phone, lied to me when I did talk to them (that they never received doctors letter), and continued to bill me for months. Now, in 2025, I am again getting bills sent to me when I haven't used them in over a year. I paid off the 2024 erroneous bill so it wouldn't be sent to collections because they would not correct it over the phone.
Business Response
Date: 05/09/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that Apria received the written discharge on 4.1.2024 and the last bill date was 3.30.2024 which is prior to the written discharge. We have mailed a copy to the address we have on file which is dated 4.1.24 by a staff member at the doctors office. The last payment we received was 7.25.24 and that was applied to 12.30.23, 1.30.24 & 2.29.24. March 30th date of service was the coinsurance of $18.41 and was sent to collections on 5.4.25 for non-payment, as a courtesy we did recall the balance. Please allow the collection agency 30 days to remove and notify the credit bureau if it has been reported, please disregard any calls or statements that you may receive during this time.
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:05/01/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint for unethical billing practices, lack of transparency, and failure to resolve a significant issue despite multiple escalations.I was provided with a CPAP device, and I have a recorded phone call with an Apria representative clearly stating when my final payment would be for the device. At that time, I was told I had completed my financial responsibility and that the device would be mine.However, after my insurance changed, Apria claimed that I now owed the full cost of the unit again, as if my previous payments never occurred. To make matters worse, past statements from my account that showed my completed payments disappeared, and Apria has not restored them despite my repeated requests.I spent hours on phone, calmly explaining that its not right to charge me twice for the same unit, especially after confirming with their team that I had fulfilled my payment obligations. I asked for my previous statements, and although they promised to send, I never received anything.Apria has done nothing to resolve this issue, and Im left taken advantage of and stuck because I need my ******* is heartbreaking that Apria is one of the few sources patients can rely on for CPAP equipment. Many users are elderly, on fixed incomes, or unable to navigate the complexities of insurance and billing. It is deeply unethical to take advantage of people who depend on this equipment for their health and ************ I am also expected to pay out of pocketa practice that feels not only wrong but fraudulent.The lack of compassion in an industry that exists to support health is unacceptable. I am seeking a full resolution:Restoring and sending me the missing billing statements immediately Acknowledging and applying all my prior payments Stopping any additional billing or collections related to this device as I have already paid I hope BBB can help Apria become accountable, protecting others from a similar situation.******* *****
Business Response
Date: 05/09/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that when you were provided with the rental equipment on 5.14.24 the initial insurance was in effect and 2 payments were received, new insurance started 7.1.24 and 3 payments were received from that insurance and currently your new insurance became effective 1.1.25 but Apria was not notified until March, Apria billed March & April and 1 payment has been received thus far. The business rule for the 1st and 2nd insurance is a 10-month rental then equipment converts to sale, the new insurance rents for 9 months, Apria has received a total of 6 payments and the purchase price has not been met. We have reviewed the comments regarding conversations with customer service and customer service has attempted to advise you of how many payments have been received and that the purchase price was not met with your initial insurance or the second insurance since receiving the equipment and that is why your new insurance is being billed. We did not find comments from a conversation where you were advised that you had met your financial responsibility for the rental equipment. As a courtesy we will convert the equipment to purchase once the equipment is billed in June, which will equal the business rule for your current insurance. We have noted this in your account.
At **********************, 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: 05/09/2025
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 as long as they mark it a purchased in June and no longer bill me for the unit! I am also very concerned they still never provided me with the statements from before this year and refuse to do so but I really would just like to be done with them so this resolution will do for now just wish they would have sent me my bills.

Regards,
******* *****
Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received Apria equipment on June 27th, 2024, I called and told them I do NOT want the equipment and I want to mail back to them. The box was NOT opened and still sealed. I was told I could NOT mail back and had to physically return it to an office closest to me, which was the *************************************** office, address is *************************************. They willingly agreed to take the equipment, proceeded to open the sealed box at their desk and printed out documents that we both signed. Since then I have received phone calls from "Apria" asking how the equipment is going. To which I explain, I NEVER used the equipment and returned to Apria in ****************. EVERY time the person says, " No problem, I will take care of that for you". I assume they have until the next phone call. Well in April of 2025, I received a bill saying I owe $789.66 to Apria. I called the billing number and spoke to a woman by the name of Fat and she confirmed she saw the phone call on June 27, and guaranteed me she would take care of it. It seems to me that Apria has NOT closed my account and has continued billing my old insurance, which seems fraudulent.I have called the ***********, ** office now 4 times for help. 1st call I left a voicemail, no response, 2nd call they just sent me to billing, 3rd call the person confirmed all my information and said they would handle it. Since then, I received a call from **** debt Collection for this bill. Called the Santa ***** office again on April *******, asking why this hasn't been handled. The person I spoke to acted like they never heard of me and request I email the picture documentations that that I have, which I did.Please help resolve this. I need confirmation my account is closed and reflect the closed/return of equipment date of June 27, 2024, I need the bill corrected showing I owe $0 and for Apria to contact the debt collector removing this from my name. If it has affected my credit, I will need them to correct this as well.
Business Response
Date: 05/06/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing
representative has confirmed that we located the signed sales service and rental agreement (****) in **********
server and can verify that the equipment was returned as stated by the patient. We did contact the patient to advise
that we have recalled the balance from collections which will leave the account with a zero balance. We have
reversed the payments received by the insurance and requested the insurance be refunded the monies paid toward
the rental. The collection agency requests 30 days to remove the balance and to notify the ************* to update
the credit report if reported. Please disregard any calls or statements you may receive during this time. We do
sincerely apologize for the frustration this has caused.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes
your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and
customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Customer Answer
Date: 05/11/2025
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.

I have been contacted by the company finally and happy it seems to be resolved. I am awaiting confirmation that my account is a zero balance and that the collector account is closed as well, with no issues pertaining to my credit.

Regards,
****** ********
Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
"I was prescribed a CPAP machine for ***********************, to be supplied by Apria. The machine was shipped to me without my prior confirmation or approval. Although I might have used it, the monthly cost was prohibitive. Consequently, I contacted Apria, received return authorization, and the equipment was picked up, unopened and unused, around October/November 2024.Despite this, Apria continues to bill me. I have also informed my insurance provider about the return, urging them to seek refunds for any charges they paid. On each occasion I have contacted Apria, their representatives have acknowledged that the equipment was successfully returned and received by ******* request is straightforward: I need Apria to cease all billing immediately for equipment that I do not possess and never used."
Business Response
Date: 05/07/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the general manager confirmed that you were set up with equipment and supplies. The equipment was not returned until November 12, 2024. Apria bills for possession and not usage of the equipment and is therefore entitled to the October rental date and supplies charges. The billing for the equipment stopped the day you called in to request the pick of the equipment, which was on November 7, 2024. Although we billed correctly, as a one-time courtesy, we have adjusted your patient balance.
While the billing for the equipment was only for October, there were supplies that were shipped in error on January 23, 2025, that were billing on your account. This claim has also been adjusted, and we have made sure that the auto shipment for supplies was removed from the account since the equipment was returned.
There is a $0 patient balance on the account.
At **********************, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC
Initial Complaint
Date:04/25/2025
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.
In February 2024, I received a ResMed ASV machine from Apria Healthcare under a 13-month rent-to-own agreement through my former insurer, *****. I fulfilled all required payments by March 2025, completing the contract terms and securing ownership.After a mandatory insurance switch to Anthem in January 2025 (outside my control), Apria illegally reset the rental period and continued billing me as if a new rental contract had begun despite no new equipment being issued and no new agreement being signed. This has resulted in over $800 in improper charges.I escalated to Aprias customer service and involved my insurer; no resolution was offered. I have now filed a complaint with the ************************************Resolution Requested:Immediate formal recognition of device ownership as of March 2025.Immediate cessation of any further billing.Full refund of improper charges paid after March 2025.Written confirmation of account closure regarding this device.Failure to resolve this promptly will result in further regulatory escalation through CMS and other healthcare authorities.
Business Response
Date: 05/06/2025
Thank you for taking the time to bring your concerns to our attention. Upon review of your account, the billing representative has confirmed that the rental was received on 3.19.2024 and under your insurance it rented for 11 months which would have ended with the January 2025 billing, the insurance termed 12.31.24 and the new insurance started 1.1.25. Apria did bill in January to the new insurance and received payment, Apria billed in February & March, but those dates of service were adjusted, your payments were reversed, and the equipment was converted to sale on 4.25.2025 and belongs to you. Apria billed in January to meet the contracted amount owed for the equipment, unfortunately our system does not automatically convert the equipment to sale when new insurance is in effect and has not met the contracted purchase price. Once Apria spoke with you on 4.25.25 the account was reviewed and as stated above the February & March dates of service were adjusted. A refund of $620.01 was applied back to your credit card. Your account has a currently has a zero balance and an open invoice for supplies received on 4.30.25.
At Apria Healthcare, our customers are an essential part of our business. Be assured that Apria Healthcare takes your concern very seriously. We want to stress that it is Aprias goal to be the first choice of patients and customers for their homecare needs.
Sincerely,
Apria Healthcare LLC

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