Apria Healthcare

Hooo boy. I don’t even know where to start. Sadder yet, there aren’t any better alternatives — which is literally the only reason these clowns are still in business.
My son has had oxygen and a pulse oximeter basically since he was born 9 months ago. Apria has been supplying us with the equipment, but it has taken the patience of a saint and the will of a warrior to get what we want from this company. I can’t even fit all the terrible encounters we’ve had with them into one review, but here’s the gist:
They have missed deliveries. Almost all of their deliveries have been wrong. Once they just showed up with oxygen we didn’t order and demanded we pay for it. The delivery guy at the door said «need gas?» and didn’t have an order from us, but still for some reason showed up and tried to get us to pay the bill. Every single time they’ve delivered something to us, they have started a new account for my son — so he has a zillion accounts there, which means his accounts get flagged. One time when they were creating a new account, some genius effed up his birthdate so now they think my 9 month old son is 45 and won’t deliver or pick up any more goods because they can’t TALK TO HIM ON THE PHONE FOR CONFIRMATION. This has been going on for 5 months now. I wish I was making this up. His pulmonologist has faxed over brand new orders monthly, and we still can’t get his oxygen study done because my 9 month old son won’t confirm his identity.
If you are someone whose life really relies on oxygen, you are going to have to spend so much time on the phone hassling these folks to do the simplest things. I really feel like there should be an Apria-​users-​support group. They are the worst.

This place has the WORST Customer service. I wonder why KAISER does business with them. You are waiting on the phone for 55 minutes, finally — a person answers who is not knowledgeable and hangs up the phone and does not call you back.

This company is quick to take your order and your copay and then dick you around for weeks on delivering the order. They are pleasant on the phone but call center staff are cleArly not empowered to actually address problems. They also can’t explain why things are delayed. I would not recommend them unless they are the only ones your insurance works with.

If you have any option whatsoever choose any company to use BUT Apria! They are the absolute worst! My husband and I have had to use them for several years now. Their billing system is atrocious and if you are lucky enough to talk to an american customer service representative then at least they can understand you otherwise you are stuck with international operators who have no clue what you are saying and no one can help you resolve anything. We have had several times each year some billing dispute because for some reason they can’t seem to get it together there. Then we somehow end up ‘late’ paying fees we had no idea we were being charged for. We finally decided to give them our credit card number hoping that this would prevent the same occurrence but sadly it did not and we still end up talking to someone asking why the current charges that we are ‘late’ on weren’t charged to our credit card on file. Now in spite of the fact that they have had a credit card on file for us for at least the past 3 years we were sent a letter from a collection agency saying that Apria had sent us into collections for a charge that is over 2 years old! When we called to ask WTF we were told that Apria’s policy is not to charge credit cards for ‘inactive accounts’ which apparently this charge somehow fell under. When we asked why it wasn’t mentioned in any of the other calls where we asked if there were additional charges that we needed to worry about or why we weren’t notified by mail of the charges the person working there said that it was because it was ‘in another system’ and they couldn’t see them. What a joke! Thank goodness that our insurance now covers other companies so we no longer have to deal with the nonsense and rigmarole that Apria has made us jump through over the last few years.

This company is one of worst companies out there. They charge what ever they want on my card. I get no statement or a bill. I did get one bill in my mail so I called them there are usually over an hour wait I ended up cancelling my card and my phone. I believe they sold my phone because of the phone calls. They can not get their billing correct.

This company must employ more idiots than any other company I have EVER encountered! First, it took me 30 days to get a new Cpap mask. I explained when I ordered the new one that the old one had developed a hole and no longer worked. For someone who has sleep apnea and wakes up avg of 18 times per hour according to my sleep study, a functioning mask is life-​critical! Secondly, when I called to check on it after two weeks, I was told it was in processing, and when I called at three weeks, I was told the same. Finally, after four weeks, I called again, and was told that it was never processed or ordered at all! Third, the mask arrived today, but with no head gear to hold it against my nose! What the heck? Am I supposed to manually hold it on my face all night?!? Biggest bunch of morons EVER! And not my only negative interaction. Tried for 3 days while traveling to GA to get emergency piece; kept getting told it was being approved; never got it! And, once I overpaid, and they refunded me too much, and then reported me to credit agencies. Are you kidding me? AVOID IF YOU CAN!!!

By the way, does Apria even know about Unilocal?And/​or do they every read or respond?

Absolutely the WORST! Most ignorant, idiotic, incompetent, rude customer service I have EVER dealt with. These people are so useless!!! I can barely type this review I’m so angry at the way we have been treated by this joke of a company. No one knows what’s going on… if you call and give them information, someone will call you back to go over the SAME info you just called in. They wanted to deliver our healthcare supplies in a timeframe that my son would have been completely out of oxygen. They say they will call you back but they won’t, no one takes responsibility for their lack of service If you don’t stay on top of them they will forget about you like yesterday’s trash. Unreal that a company that provides CRITICAL LIFE SERVICES is allowed to operate this way.

The local people including the delivery drivers are great. The offshore call center is beyond bad. Carecentrix, the third-​party billing service, is horrible but just a touch less horrible than their in-​house accounts payable.

This company is ridiculous! The customer service dept. is clueless about when the product will be delivered or if it’s coming at all. Still waiting for my morning delivery that now might be here between 5pm — 2am. What kind of service is this?
I will be consulting my Healthcare Provider to look elsewhere. There’s always another company out there looking for business that can actually provide customer service & products.
Not sure how they stay in business. («ZERO» stars would be over-​rating them)

Worst Medical Equiptment Company ever… but will continue to stay in business because they are such a big provider. I work for an insurance compnay and dread calling them. No one know what they are talking about and issues take days, weeks to resolve. Only gave them one star because I could not give them zero.

sometimes they are quick but dealing with the «««customer service»» people on the phone is infuriating, the drivers are usally nice but the rigamole the phone people put you through is astounding.. this is also one of those idiotic compies that allowed some sub human moron to write a «conversant» script system for the phone that forces you to listen to meaningless bull while hoping the correct response will send you to a live person, i have had to call corporate headquaters several times, same bull, mindless exercise in futility, but oddly during the time it took me to write this complaint, the driver called and then moments ago came and picked the equipment up that had been sitting by my door for a month… go figure
bottom line
they waste your time

Apria Healthcare, what to say, what do say?
Well, first of all, as a former patient of Apria Healthcare, I feel qualified to remark on their quality of customer service.
Their quality of customer service? It ain’t there, friends and neighbors. You are nothing but a number with them, if that.
I used Apria Healthcare, in Denver, Colorado, to receive a machine for treating sleep apnea (which is a breathing condition that impairs quality sleep and affects millions of healthcare-​deprived Americans).
I called and spoke with one person at Apria, who set me up with someone whom he said would deliver the equipment to me and explain how to use it and give me return delivery information.
When I picked up the equipment, there was no one there to explain diddly-​squat to me. No one called to follow-​up. Ever. The instructions had no note, no return information whatsover, and the instructions were just pictures of people sticking tubes up their noses.
When it came time to return their little contraption and tubes, no one could figure out when or how to pick it up. I received no call when I was told I’d get a phone call. When I called their customer service line, nobody knew what I was talking about and had no record of me.
When I tried to find out who could pick up the equipment I had to call three times before anyone could give me a direct answer. One person said I should just stay home for a 20 hour period until someone might or might not come by. Yeah, right! One customer service representative called me back only to say that she had no idea what I was talking about, what I wanted, or who could help me. And she left no number by which to reach her. I finally got one customer service rep. to tell me that someone should come to pick up the equipment between 3 to 5 p.m. Did the person ever come or call? Nope.
Who does business like this, where no one communicates to anyone else and people who work for the company can’t tell their behinds from ant hills? I was told five different things by five different people, and when I was told someone would come between 3 and 5 or call, nobody ever did anything at all. Yes, this is Denver, where they don’t plow or light the streets and there is no mass transit system to speak of, but still… you’d expect at least enough intelligence here to power one light bulb.
If you like your respiratory healthcare services run by the Three Stooges or a bunch of seemingly-​stoned teenagers, than go with this company. Personally, I feel that I’d rather have responsible and clear-​thinking adults handling my respiratory healthcare options.