Apria Healthcare

Reviews 3

DO

Don Dixon

IMHO DO NOT USE THIS COMPANY. This whole company is the WORST customer care service Ive ever experienced. On a scale of +1 -to- +5 I give them a MINUS 10. They dont return calls, they lie about service, etc. After the visit with my doctor and a night in a sleep lab they continued to tell me I had not done the sleep test nor been approved for CPAP help. I had! Actually, THEIR CPAP TRAINING FOR ME WAS NEARLY USELESS. Promises made during training were all promises unkept. Questions we patients asked were often not answered dodged. I call into the central 800 NO service number and get no response. After they admitted I had crossed all the "Ts" and doted all the "is they called to make an appointment via a pre recorded message that stated I would be contacted immediately "just hold on". I received this message up to 4 times a day for over 2 weeks. NO contact. while on holdd the pohone went dead. My Doctors staff tried to intercede to no avail. They even directly contacted the local manager to no avail. Finally I tried to get another carrier but Apria heard of my action and immediately scheduled my training for the next day! The Apria scheduling person was queried if my wife could come in to learn to assist and we were firmly told that Federal law only allowed the patients to attend ("HIPA laws you know") so my wife sat out in the cold car for the 1.5 hour+ training. But gee guess what other spouses we allowed to attend. To get service I feel I must drive approx 120 miles to get service and information; they dont return phone calls. On this office second visit I had a PHILLIPS salesman offer to "give" me a new MODEL "PIKA" CPAP mask to try; he said for free. After listening he thought the just released "Pika" mask might answer my problem. During his gifting to me an Apria rep came out to the lobby and abruptly got into the middle of our discussion. She insisted that she and I had spoken on Aprias promised post training follow up phone call 3 days after my " training" (Sunday? yah right) after checking my incoming call log IMHO an outright lie. She took the packaged PIKA from my hand and said I couldnt have it! For free or otherwise. I told her of my problems and attempts to correct my mask but she continued to belittle me and told me that I hadnt used their system properly. She refuted herself several times but I finally asked the Phillips rep "may I" and took a different bagged mask from the sample box. That skirmish concluded Apria turned around and billed me for it after all. OOPs time to change the credit card number to block them. They claimed that I had spoken to an Apria rep (1st this very older lady) which my wife and I denied. Then they used another name whom I found out had quit/fired? some time before. I told her I had not spoken to anyone from Apria after my training She said She would contact me in 5 days from that Friday but now 2 + weeks later I have not heard from Apria. HONESTLY IMHO YOU WILL NEVER EVER BELIEVE SERVICE CAN BE THIS BAD AND ITS GETTING WORSE! After the "training session" we were given a questionnaire with they requested via a hand out that we all mark them "5 stars". I didnt see or hear of any service or training comment above 2 . I could go on and on and thats not the half of it, Youve been warned, there is not another posted comment about CPAP above 1 when I wrote this.

HO

holly barrett

One of the worst companies I have dealt with in a long time. They recd my RX for a CPAP from my drs and they left me a message saying they recd it but needed to get a prior auth from my ins company. I call more than two weeks later to follow up on it. They said the insurance company was the delay since the PA hadnt come bk yet. I called my insurance company and guess what....Apria had just sent them to prior auth req THAT DAY. Soooo let me get this straight, in over two weeks of having my RX, you never sent in the PA req to my insurance company and then you BLAME THEM for the delay when it was actually YOU delaying the process?!?! Shadiness!! And then you send it the day I call more than 2 weeks after you recd it?? Well folks, it didnt get better from there. I recd the auth from my insurance in the mail and thought I would hear from Apria...but NOTHING! I called them on the 3rd day and I had to fax them the auth instead of them calling the insurance to have them fax it. Finally the 4th day, I rec a voice mail message saying my order is ready and I can either stop by to pick it up or set up an appt. I call the Apria phone number she left on her vm and the ref who answers CANNOT FIND ANY ORDER ANYWHERE FOR ME!! I gave her the name and she said she would have to find this person and see where my order was!! I am beyond frustrated now and know EXACTLY WHY THEY REC SUCH POOR RATINGS!! And heres the kicker, I used to work for Lincare as well as Premera Blue Cross writing contracts between DME companies (Home Health Equip companies) and Blue Cross so I KNOW HOW ALL OF THIS PROCESS WORKS....OR SHOULD WORK!!!!! I am so mad right now!!!! I arranged to leave work in 10 mins to go pick up my CPAP and equip and instead I am sitting here waiting for a phone call bk to see if they found my dang order!!!! Every step of this process has been the biggest hassle.....EVERY STEP!!! As soon as I get this thing, I will be finding another provider to get my tubing etc from thats for sure!!!!!

A

A Private User

When my insurance changed recently, I had to change where I bought my C-PAP supplies. Apria was one of the approved providers, so I called them. There were problems from the beginning; they kept losing my order, called the wrong doctor, called the wrong insurance, called me at a phone number I havent had for 10 years, etc., but they eventually sent the right supplies to me (after making me pay my co-insurance of $11, which wasnt a problem). I didnt hear from them for 6 months when they started billing me for the balance of about $102 on my account; the total bill was $113. My insurance out-of-pocket was met for the year, so insurance should have paid 100%. I called my insurance; they had not received a bill from Apria. I called Apria; they said my insurance had denied. It is really difficult communicating with Apria because their customer service reps are all in India and dont understand our insurance system and they just kept asking for payment ("We take Visa and Mastercard; How do you want to pay? You pay now?"). I asked them to send the itemized bill to me so I could bill my insurance; they refused. I asked them to re-bill my insurance; they refused. This went on for several months and they just kept asking me to pay. They couldnt explain why it took them 5 months to bill me after my insurance supposedly "denied". I faxed them a request for a copy of the bill; NO response. I sent them a certified letter for a copy of the bill and even sent a copy to the CEO of Apria; they did not respond!!. Every month I received a threatening bill from them. At my wits end, I called my insurance and they were kind enough to call Apria and got them to fax a copy of the bill to the insurance. They billed the insurance $470 for the bill that should have been $113. The insurance reduced the bill to $113 and paid at 100% to Apria. I will probably never receive my $11 back, but that is a small price to pay to be done with this company. I WILL NEVER, EVER use Apria AGAIN!!!!