Apria Healthcare

The good is the delivery people and technicians that come to the house. Always polite, always helpful. And they must encourage diversity because nearly all the telephone customer service people have a thick accent (someone told me the call center is in the Phillipines); unfortunately they are either very poorly trained or they don’t have a grasp of the business because talking to them about a problem can be a strain. The small good news is that one doesn’t have to wait on hold as long as before; the bad news is they still give deliveries deep into the evening (if you are an old woman, night deliveries are not something you want), and they don’t tell you when the driver will come nor do they seem to communicate to the driver that he/​she needs to call before they show up. The good news is that the employees are very polite; the bad news is the service is so bad I end up feeling angry and frustrated at the end. If I had a choice, this would not be a company I would choose for this service.

Too bad there are no negative stars, I would give Apria a negative 10 stars. The worst vendor I have ever seen in the industry. Preparing a formal fraud, waste, and abuse complaint with the Medicare IG.

Everything being said is absolutely true. I have faxed everything twice to them, and they still say they don;t have what they need. I think they just want my money instead of Medicare money. I will drive down there and hand it to them and demand a receipt. Will post an update tomorrow

READ THIS: If you have ANY other choice as an alternative to dealing with Apria TAKE IT. If you do deal with them you will wind up hating them, unless you like living in a Kafka novel. The bureaucracy and inefficiency is only matched by the ignorance of their out-​sourced Philippines phone center.

If I could give negative 5 stars I would. This is just about the worst customer experience I’ve ever had. How in the world does Apria Healthcare have any customers? After all the hassles and incompetence, they want me to leave a credit card number with them for security purposes? It’ll be a cold day in hell before that happens.
I receive phone calls via automated systems that ask me to call a phone number and then never repeat it. I guess I should be able to see the future and make sure that I have something to write with before the call. Calling back is a total nightmare. Everything is centralized and they tell you to contact the branch for more information. Except that you can’t talk to the branch because all the numbers go to the central office!
I’m going to demand UCSD assign another provider to me. Never experienced anything like it.

HORRIBLE CUSTOMER SERVICE! Don’t invest in their equipment. Not helpful to Dr’s office staff as well.

I’d give negative stars if I could! Awful customer service, super slow service, and a general lack of interest in helping people. Extremely poor communication, and their escalation team seems to have no power to actually solve problems. Once a case has been labelled escalated, that’s it. There is nothing more to be done– no expedited process, nothing. Just a label on the case indicating someone complained. Avoid this company! I know I would have if I’d read the reviews first!

DO NOT USE THIS COMPANY THE WORST I HAVE EVER ENCOUNTERED. If there was an option for zero stars I would definitely do it. The supervisor’s in customer care are a joke. «I don’t know why.» Is not a response a patient needs to hear as to why my CPAP machine is not here after 2 months. I personally walked into their office and handed them the insurance information. I then find out after 2 weeks they never submitted it. Changed supplier right then and there. This is a company full of people who do not care about their company, jobs and especially the patients to whom they are supposed to provide life saving equipment.

I’m one of those wishing for a 0 star choice.
I used to have them as my oxygen supplier for cluster headaches and they managed to get everything, and I do mean everything, wrong. Billing, delivery times, wrong tanks, wrong masks, etc. The only good thing I can say is that the delivery people were very courteous and professional.
I recently called them, as Medicare doesn’t cover oxygen for my condition. All I wanted was a price. I was on hold for a half hour, then the break in the Muzak, anticipating a voice, and… disconnected.
I sent customer service an Email. They replied, «A management representative will be contacting you regarding your concern.»
Sure they will. That was 10 days ago. Want to guess if anyone has followed up (even after a second Email to them)?

Too bad there is no Zero star. This place is very unprofessional, the workers the females on phone very very lazy. Was promised to have device on day of original call, all that was required was a fax from my Drs office. The Drs office immediately faxed over RX and these lazy hourly workers just sit on their behind and are rude.
I would never recommend this company go with Edgepark instead, at least they work as promised.
Bad Bad Service.

How do you award no stars?
Apria provides me with portable oxygen tanks for emergencies. There are other providers but only Apria works with my insurance company. Unfortunately.
They used to call me every week and ask if needed supplies. If I said no they would show up anyway, unannounced. If I did need supplies they wouldn’t show up, or if they did they wouldn’t have my order. This went on for four or five years.
The dishonest billing department is a joke. They are running a scam. They send a bill and then in quick succession send another and then charge you a late fee. Also, the key part to the scam is the the fact that they don’t post your payment for seven weeks. SEVEN WEEKS!!! So they tack on late fees.
Customer service is a nightmare. You wait on hold and an automated voice says «five more minutes,» and then the five minutes add up to an hour.
Apria has the worst reputation. Talk to any pulmonary professional and they’ll laugh or roll their eyes at the mere mention of Apria.
It’s a wonder how they stay in business. Oh yeah. Late fees.
I hope Sleep Data, a great, organized and well run company, begins offering portable oxygen so I can rid my hands of Apria permanently.

It’s very difficult to exercise any autonomy when engaging this company. They phoned me, leaving a message with the date that I could pick up my ‘CPAP’ and little else. I tried to phone them to discuss the specifics, but after 15 minutes on hold I gave up. I would rather pay an additional 20% copay to purchase out-​of-​network than to give this company one thin dime.

The woman that finally ended up showing up to help us was great though. Very informative and helpful. The company just didn’t fulfill on time.

Terrible company! I have never seen a company deteriorate so quickly. They quoted me a $ 43 co-​pay and a charge for over $ 370 hits my credit card. No bill! No explanation! No authorization from me! Just an expense on my cc. Then more recurring charges without explanation or merchandise. When I try to call to see if I have a balance due, the wait time (for an automated service) was 57 minutes, 51 minutes, and 65 minutes respectively. Time for a change!
Please follow this advise…
call, e-​mail, or send a letter to Home Medical Device Retailers (HMDR), who are a branch of the California Department of Public Health. Their number is 916−650−6500. Their e-​mail is
.

Since starting with Apria in 2012, this company has become a nightmare, & should be legally shut down. Customer service is 45 min wait then before resolving the issue they put you back on hold & never come back on. They loose prescriptions, medical records, & harass you by mail & phone. We are fully covered by Medicare, yet they keep trying to just charge us instead of billing properly. The deliveries are never on time & yesterday they even just cancelled an oxygen delivery without even calling, saying they had no prescription. We had a delivery just last week, & have a copy of the doctors orders filed for the recertification for Medicare for the year!
This is dangerous behavior for a company providing life sustaining oxygen, they should be investigated & shut down. They deserve minus stars. Don’t use them

These guys started charging my credit card $ 111.52 per month. I’m a young guy, and don’t need a CPAP machine or a hospital bed or an oxygen bottle. After 85 minutes on hold to get to the billing department, the lady said that, clearly I do not have an account with them, but they have no way of looking up a charge by a credit card number. I had to cancel my credit card to stop the charge. These people are unhelpful and not interested in customer service. I recommend going somewhere else.

Not even worth the star we are required to leave. If they deserve a star for anything it would be delivery. Extremely polite young lady came to drop off the needed equipment on Christmas. That was absolutely wonderful and makes me feel bad for her that I have to leave the review. Something I never do but would love people to be aware.
Customer service is poor, to say the least. As mentioned, I received the equipment on Christmas. It was obviously short term therapy to stay away from having to be in the hospital. I was done with it over the weekend. 12/​27/​2014. Today is the 26^th of January and I still have not had anyone even attempt pick up despite 14 calls. FOURTEEN! No, exaggeration here, purely fact and poor dis-​customer service.
Long story short I was given run around and false resolve each time I called to have my problem alleviated. Albeit that they presented problem solve each time I called, it never came through. So called boxes were supposed to be sent so I could mail THEIR machine back myself. Those never came. A delivery person was supposed to come out to pick it up (which should have been the first plan of action). Meanwhile I have an obnoxiously large medical equipment box in my house. All of which failed and have never seen a delivery person nor a box meanwhile my wife is on maternity leave and home all day so there should be no excuse for missed attempts. I have emailed in hopes to try an alternate form of communication. Again to no avail. This company is awful and a complete waste of time. I would rather have had my little girl in the hospital for therapy than deal with this worthless company.

This company is one of the largest scam healthcare companies I have ever had to be associated with. They should not only be banned from doing business in California but investigated, fined and shut down!

O stars. This place sux.
I have been in an ongoing battle over an $ 80 overcharge and just waited an hour for customer service to answer and they cannot find the credit promised. run away, fast. Use anyone else but these crooks!!!

This review is not just for the branch location but for their customer service in general. I dropped off a prescription at the branch 19 days ago and was told I’d get a call the next day. Fast forward to last Tuesday (12 days later) when I call their customer service who informs me they only just spoke with my doctor’s office the day before and would begin processing my order and I would receive a call within 2 – 10 business days to proceed. The next day (quite surprisingly!) I missed a call from Aaron in their Arizona call center telling me I needed to call back and schedule delivery or pick up from the local branch. I forgot to call back, but remembered on Friday morning. The woman I spoke with told me I had set it up for pick up at the branch and it was ready. I told her that I made no such request (because the «local» branch is 30 minutes away and not very convenient for someone too pregnant to fit behind the steering wheel). She told me it would be no problem to have them come out and deliver it Monday (yesterday).
I call today and after waiting for 32 minutes to speak to a representative, am first told they can’t find my account information, it doesn’t exist. After taking a tone (you know the one, the one that screams pissed off and ready to come through the phone and strangle the person on the other end) with the guy he suddenly figures out how to work his computer and finds my account. He then tells me that because payment is due they couldn’t deliver yesterday. No one ever mentioned payment to me, so here I am waiting for something that was never coming because their customer service was too stupid or perhaps lazy or just straight incompetent to collect payment! So I give the guy my credit card # and he says he’ll set it up to deliver tomorrow. After the phone went silent for about 2 ½ minutes I said, «Hello?» And the guy takes me off mute and says he’s having trouble with his computer, can he place me on a brief hold? How ’bout you say that before muting the conversation so I don’t think I’ve been hung up on! So long story short, I *should* get my order tomorrow, assuming this guy didn’t screw me too. Then again, third times a charm, so hopefully things are all straightened out now.