Apria Healthcare

Things have gotten worse now with Apria. They called me from a call center overseas to demand that I pay them $ 468 dollars. They did not provide a bill for me to examine. Then I waited on hold for an hour while they figured out that my insurance company had denied the claim. I told them it was improperly denied due to their incompetence since they didn’t forward my information that I used the machine to the insurance company.
The only decent thing about Apria is their representative in El Segundo, Clarice. She is the only bright spot in the picture.
Everything else about Apria is horrible. Incompetence, endless hold times, passing the buck and blaming others for their mistakes. It’s a shame that a company like this exists.

I have been waiting for a wheelchair for TWO MONTHS for my friend that I take care of. I have made repeated calls with the last one promising the order would be sent to the escalation department and I would receive a call within 48 hrs. Well, you guessed it, no call and its been 5 days. Unfortunately this is who her insurance company has sent the authorization. I do have to say that everyone I have talked to has been helpful, As of today, I finally got some sort of answer to the problem. The doctor, who is a UCLA doctor is not enrolled in ECOS, so why didn’t someone tell me that when I made the first inquiry. So now we probably have to wait for this order to be filled.

What a bunch of incompetent morons!!! !st time order placed they had no record of it. 2^nd time order placed they told me for the inconvenience it would be delivered the next day. Next day came and never got it. Called they said the order had to be sent for processing and they I was told that!!! Bullcrap!!! why would i wait longer for processing if I needed it like yesterday. Asked for a manager and was put on a long hold. FORGET IT!!!

Apria Healthcare provided inconsistent and much delayed service non-​service to my wife while she was alive, and she continues to receive bills from a billing center that I have spent hours on hold trying to reach. Do not let your doctor prescribe O2 from this careless and uncaring company.

Terrible service! I was shipped incorrect tubing. Called immediately and was told new tubing would be sent right out and I would be contacted in 24 – 48 hours regarding return of incorrect tubing. New tubing never arrived and was never contacted regarding return. Called back and was told request for new tubing was never sent but that they would «get right on it.»
Received new tubing. Called to let them know that was never called reggarding return. Was told, again, I would be contacted in 24 – 48 hours. 18 days from original shipment, Nobody has ever called @ return. Still have original, not, tubing and packing list. Called again, explained Everything to rep, and was told to keep tubing, which doesn’t fit, or drive it back to where house or throw it away.
Asked to speak to manager, he told it is not their policy to pick up the incorrect shipment. Finally, after being on hold was to told he would call back with return authizoration number and to leave box on porch for 7 – 10 days.
Still waiting for message. Do not wish to talk to Apria again and let the manager know to leave a message on my machine. Exhausting and very dissapointed.

First call — sorry Sir that takes 24 to 48 hours to process this type of order.
Second Call 48 hours later. Sorry Sir, that takes 5 to 7 days to process that type of order.
Third call (on the 8^th day) Sorry Sir, that takes 7 to 10 days to process that type of order.
What will the forth call response be ???

My dad needs oxygen now that he has moved in with us for his COPd. The hurdles these folks have put in front of me after a month of conversations (at the last moment) right before his arrival, is unconscionable. These folks have no heart or souls. Stay clear.

I was very pleased at my first visit to Apria Health Care on Douglas Street.
The receptionist was welcoming and friendly. I was attended to right away.
Jerry, the RT, was exceptional. He was very knowledgeable, thoughtful, and helpful.
Judy D

Got a breast pump from them through Kaiser … They never came back to get it and sent me a bill for 1000 dollars … I called and told them to come get it and they said no… Terrible company

Apria only received one star because that was the lowest option. I honestly do not know how this company is in business! Worst communication between the customer service and the delivery. Each item was delivered separately half of which never worked and had to be re-​scheduled for an additional delivery. A 4 hour window easily turns into 12 hours. Watching a loved one suffer and eventually pass while waiting for a medical device delivery is heart breaking. THE WORST COMPANY I HAVE EVER WORKED WITH! I pray i never ever have to deal with them again.
If they say they will give the message to their «manager» and get back to you, don’t hold your breath waiting. I never received that call and i called back daily.
If you have an option DO NOT use this company!

I have been waiting for a wheelchair to be delivered since my grandma came out of the hospital, a week ago! They keep giving me the runaround or sending me to voicemail. They keep telling me it’s in the truck, and it hasn’t came. They keep telling me between these hours and I sit around waiting like an idiot and it hasn’t came. Oh and they told me they don’t work Friday’s! What kind of BS is that when people have medical needs ²⁴⁄₇. I’m so pissed! This company sucks!

I only deal with this company when my Dad visits because he needs oxygen. They have the worst customer service! Delivery is unreliable and so is the pick-​up. I see their overall rating is 1−½ stars so you wonder how they stay in business…

Much like other reviewers I wish I could give a zero star review. This company does not care about their customers, the service they provide or the fact that many rely on them for important medical services and information. They were tasked with providing a heart and respiratory monitor for my premature baby. They did — but too bad they didn’t set it up properly so it WASN’T RECORDING ANY DATA. you read that right. my premature infant who was at risk for respiratory and heart issues was delivered a monitor that wasn’t working properly. I found this out after they made me drive to El Segundo in the rain with a 2 month old baby only to tell me they didn’t have the software on the computer to read data (I had an appointment too — they just didnt bother to be prepared for it). They asked me to leave monitor and then called me a week later to tell me there was no data and asked me if I even used it. Needless to say I was in a rage as I used it every single night. I am now in a new rage, waiting on hold for SIXTEEN MINUTES to dispute the $ 110 they are charging me for nothing. They suck, hard.

If I could give this company 0 starts I would. If you can get your durable medical equipment elsewhere — do. I called them on a Friday to order CRUTCHES for surgery scheduled the following TUESDAY. The woman on the phone assured me that they would be delivered the day before and it would be fine to have the delivery person leave them at my front door. AFTER 5 PM I received a phone call the day before telling me that they would be delivering them between 11:30 — 2:30…I called them and told that I would be home. NO one showed up. I called again in the evening and waited after the lady on the phone said they would leave them at the door if I wasn’t home. Still not crutches. Today I go in for surgery in 1 hour. STILL NO CRUTCHES and when I called them at 7:30 AM, 8:30 AM, and 9 AM — they told me they would be delivered by 10. I have to report to the hospital at 10:30. Let’s see…
This company preys on people who are emotionally and physically undergoing stressful issues. I HATE APRIA Healthcare!!! I have filed a BBB complaint against them. What kind of healthcare is this???

I would give zero stars if possible. I rented a breast pump when my son was born. One side stopped working after 3 days. Rather than ask for a new one, I asked them to just pick it up. It was the week before x-​mas, so they said they would not be in the area and able to pick it up until the Friday after x-​mas. They did not pick it up or call me and now they are charging me for another month. I am trying to get the issue resolved, but I just spoke with one of the meanest ladies I have ever interacted with. Not only was there no customer service but this lady exuded hate. I hung up when she put me on hold and am going to try and speak with someone else. But… I will never do business with this company again.

They put me on hold time and time again. I cancelled the delivery before the delivery was made. I asked for an email, they would not give one to me of anyone, even a general one in customer service. I did not sign for any oxygen, they made my tenant sign and demanded cash for the delivery. For the last five days I have called to get the oxygen picked up 3 times a day only to be put on hold for absurd amounts of time. I talked to a number of people who were going to get it picked up and no one picked it up as of yet. DO NOT EVER USE THIS COMPANY! Read the other reviews this companies customer service is horrible! 9÷25÷2014 I tried to call their main number zero, ed out to talk to an operator. NO ONE picked up after 21 rings. Are you kidding me! This is absurd! How do you conduct business? I called a person by the name of Frank yesterday, who was supposed to be in charge, as of yet he has not called me back. THIS IS THE WORST CUSTOMER SERVICE!

I have dealt with this company and this particular branch, for well over 7 years now. There is a woman, unlike any other on this planet, that works as the front woman of this company. If you’ve ever had to deal with insurance companies or large corporate medical companies, you will find Clarice to be an angel sent from the heavens. This woman should be running this company!
Throughout my dealings with this company, any issues I’ve had were minor and nothing to write a bad review about. These guys are fast, and they employee a very considerate, polite and hard working delivery crew. These guys have to deal with all types of people (old to young) and really actually start to care for the people they deliver to. Its like a milkman from back in the day.
To summarize, if you life in the southbay area, have oxygen needs, look these guys up. You’ll be happy to deal with em. I sure was.

UPDATED 8÷11÷14
This should be a one star review, but could have been a five star had they took page from Clarice’s book (the wonderful woman working the front desk — a truly exemplary customer service professional). The help that she is giving me on the issue (see below) has been amazing. The collection agency, however, has pissed me off to no end. After initially seeming very helpful, they now just hang up on me when I ask why they haven’t resolved the issue since I’ve already shown proof of payment… ARGH!!!
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ORIGINAL REVIEW
Before I begin, let me first compliment the receptionist/​customer service rep at the physical location. She is AMAZING! Sux that I can’t remember her name, but trust me, she is awesome!
Now on to my review of the company. I’ve been in for appointments with resp. therapist twice. The first time was good, the second blew mega chunks of ultra fowlness. Did not receive any instruction on how to care for my humidifier attachment (had to Google it later on), and that was just the beginning. I purchased some equipment while there and paid in cash. A month later, I receive a bill for the equipment I’d already paid for. I call them up to see what was going on and was told that sometimes their system is slow when patients pay in branch (especially with cash transactions), but that it should process shortly and all will be well.
I get two more bills and call up Apria’s 800 # and explain what had happened. I was told something like — yes, this does sometimes happen, we’ll take care of it. I get two more bills (which I ignore) and then one day last week I get a call from a collection agency. WTF??? Fortunately the collection agency seemed to know what they were doing — they asked for a copy of my invoice/​recepit (which I faxed to them) and then said they’d go back to Apria to see what’s what. I called Apria’s 800# and explain what this new hell is all about and they promise to look into it. This was Friday (two days ago) se we’ll see what happens.
So you charge me $$ for something (BTW, the last time I ordered supplies, I went to Amazon and paid about 60% less than I paid going to Apria directly) I pay for it, then you try to bill me for it again. Even after I contact you twice proving that I’d already paid for it, you still send my «debt» to a collection agency – READ: you are now F*n with my credit, something I’ve been working very hard to get to a high score so I can soon get a loan for a house!!! What the hell?! This is your mistake, not mine. Why should I be at risk for having my credit screwed all up to hell!!!
Okay, then, insult to injury, your stupid automated survey follow up calls. The first time I got one, I took it. The call lasted longer than I felt it needed to, but oh well. So you start calling me again. I ignore the call, you call again. I ignore, this goes on for several weeks before I finally give in (mainly to see if I can speak to someone about this billing incident) and I hear the option to stop the calls. Great, I think. I say «stop» as instructed by the automated service to put an end to these annoying automated survey calls. Thinking that’s it I’m about to hang up when I hear the automated voice say that to stop the calls (keep in mind, this is after I’d already said «stop» when prompted to by the service), that I’ll need to call a phone number. Being that I had no idea there would be a need to write a number down, I had no pen handy. Fully expecting them to repeat the number I went to find one, but they hung up on me. WTF!!!
So the automated service calls again today (Sunday, while I’m watching the World Cup). This time I grab a pen to have ready when they take me through the prompts to cancel these stupid survey calls. I get the number, then hang up to call it. And guess what? The office is not open on weekends! Are you kidding me!
This is not how you treat cusomters. Pestering them with BS survey calls that only serve your marketing purposes, double charge people for equipment then send their account to collections and screw with their credit score because your system sucks, then not be available to take calls, even after your automated service prompts people to do so.
People often want to be able to give zero stars in a review… I’d like to be able to give negative stars. This company has no idea to how to help anything other than their bottom line. Take a page from your customer service/​receptionist at your El Segundo branch — she knows how to treat your patients with respect, you could learn a lot from her!

Apria just doesn’t care. I stopped by the office to return a defective piece of equipment. The branch manager wasn’t in, but the receptionist put him on the phone. He promised to look into the matter and get back to me. It’s been almost a month. I’ve tried to reach him by phone but always get his voice mail. To date, no return calls, no refund, no equipment refund in 11 months. What a ripoff!

I have to visit Apria quite often for their respiratory services and while the front desk lady is super nice and really accommodating, the bedside manner of the respratory therapists leaves much to be desired. I’m not going to spend anytime bieng harsh, but leave it to this: they don’t seem to care about my concerns. Healthcare?