Apria Healthcare Branch

Reviews 6

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M Collier

Apria is atrocious. But they are the vendor that Kaiser Permanente chooses to inflict on its customers in my area (Kaiser Permanente seems to have chosen a number of ridiculously incompetent vendors in my area, and their own Southern Colorado operation is itself poor... perhaps it is just this area of the country?). As a Kaiser Permanente customer, my only other alternative to Apria would be to lease equipment entirely out-of-pocket. Some examples from my recent experience: 1) Made an appointment to pick up my prescribed equipment. Showed up at the appointed time, only to discover no-one knew anything about it. No equipment was available. Its a 50-mile drive for me, one way. 2) Apria has apparently outsourced its customer service, I assume to India. In my experience, no-one who answers Aprias customer support/billing phone numbers is capable of intelligible spoken english... when I have had the misfortune of requiring customer support of any kind, I am lucky to pick up maybe one word in 5. 3) Apria waited 5 months to start billing me for my equipment, then presented an invoice for $400+ (cumulative equipment lease charges for the 5 months), and immediately began robo-calling me to collect (several times a day, all around the clock including, for instance, 3am my local time). I paid in full, immediately upon notification. Nevertheless, these collections robo-calls did not stop for 3 full weeks after I paid in full, and this was despite the fact that Aprias uninitelligible overseas/outsourced customer support assured me these calls would cease. I almost considered changing my phone number (and if this happens again, I will; I will certainly not provide Apria any new phone numbers, ever again). 4) Aprias online payment web page takes 5+ minutes to load after login, for no comprehensible reason. Sadly, not the worst customer service I have encountered in the medical supplies sector (some of KPs other preferred vendors are actually worse)... but definitely pretty bad. Very disappointing. If you have any alternative, I would recommend avoiding Apria.

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John Mackey

For something as simple as getting my first CPAP issued, one wouldnt think it would be so difficult. I received my authorization through TriCare for this company, and my introduction was this companys "updated" phone system. After having to call several times due to circular menus and mysteriously disconnected calls to get in touch with a real person (it was a 20-minute process to get to *that* point), I had to begin from ground zero to introduce who I was and work to start scheduling an appointment. Usually the process takes off from there for other MTF referrals, but for this one I found myself having to explain who TriCare and United Healthcare was. Fortunately, I found a local office in town, so I took copies of my sleep labs, referral letters, and more to the office to drop it off. In the office they seemed cordial and like they knew what they were doing, and the lady explained I can expect to hear from them within 14 days to begin setting up my appointments. That was in March. Its now nearly May, and I just got off a 40-minute phone call with Apria, not counting the 20 minutes of repeated calls it took to get a real person on the line. I again had to explain who I was, my authorization information, and specifically asked what more they needed to get the process rolling. Again, I found myself having to explain exactly what TriCare/United Healthcare was, and they kept referring to my old office phone number as my "identity number". After being on hold for most of the 40 minutes I was on the line, they hung up on me. Based on the information I physically dropped off with their office, they have all my PII--I really cant figure out what more they would need. This office would run better if staffed by 5th graders. If your PCM refers you to Apria of Colorado Springs, do yourself a favor and pass, unless you really want to develop an aneurysm too. Oh--I still dont have my CPAP yet, either.

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C. Thomas Eisele

WOW this company is an absolute joke and cannot believe that insurance companies are still using them. I had twins in the Natal Intensive Care and it was time for them to go home but on oxygen. They said not a problem but once we got home they kept asking if they could come tomorrow. My kids need the oxygen or else! They ended up coming at nearly 11 PM and complained. Next they send a respiratory therapist whom did nothing but ask if we knew how to use the equipment. Lookied at it turned it on and off then asked if we had questions and left. Bet they charged a bunch to insurance for that. Then they took nearly a week to get us a pulse ox machine to test to see if kids could come off of oxygen. They initially scheduled for the next day but then cancelled and called us nearly a week later saying you can have it but have to be here in thrity minutes to get it. The staff across the board seems to not care one bit. I cannot beleive this company still exists. My mother and father in law have had similiar issues up in Denver as well so it apparently is not just in the Springs.

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Roni Ogin

Although I found the customer service people who answered the phone (eventually) to be polite and caring, they were not helpful at all in resolving questions or getting things done. Thankfully, my mother no longer needs supplemental oxygen and the equipment was returned today. It took more than 6 weeks to get her a portable O2 concentrator so that she could leave her apartment! Even then, it didnt come with an extra battery as promised. Every call I made was routed and rerouted and no one seemed to take responsibility! It took 10 days from the time the doctor faxed an order to discontinue the oxygen for them to pick it up, and then they sent a private courier service whose driver couldnt get into the building! Gratefully (and 5 stars to them, they called me and arranged to meet me the same day). Apria, this is not the way to do business! Your clients depend on fast, efficient and professional healthcare service. They have enough stress in their lives. You should be more responsive.

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Renee Williams

The worst experience I have ever had with a health care company. They lie, over bill, rip you off at every turn. You cannot talk directly to your local branch and are forced to go through the worst automated telephone system ever, only to get transferred to someone who can barely speak English. I asked to speak to a manager and was hung up on. Waited 30 minutes on the phone. Now they are holding my supplies hostage and have my my credit card number. Talking about they sent to them and they told me my balance was sent to collections. Called Global credit solutions, and they have no clue about any past bill. God help you if you have to actually get something done right away, everything takes 7-10 days just to process though their customer service center. My advice is to use a local company, they have all the same supplies or better and will usually offer better customer service since they need your business. DO NOT USE APRIA. THEY ARE LIARS,CHEATERS AND CROOKS!!!!!!!!!!!!!!!

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Rob Bussard

This was the only O2 provider my Dr. suggested. Personable technician but the crappiest automated phone system I have ever heard or been forced to use. I end up just pushing "0" until I get a human and theyre not much better. The Apria representative I called on a Friday promised pickup of medical gear the next Monday. I took the time off from work but no phone call/no pickup. I call AGAIN and am told no pickup is scheduled. Since I cannot take more time off from work, I make arrangements to leave the device on the front porch for the theoretic pickup for Tuesday (tomorrow). Now, as well as being overcharged for this POS concentrator, I get to run the risk it may be stolen prior to pickup. I found a good used concentrator for 1/3 the cost of what Apria charges my health insurance PER MONTH. Apria needs customer service training as well as a market study. Not feeling Love at this time..

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