Apria Healthcare Group

I wish I can give them a zero. They charged me twice for a nebulizer. I called them to dispute/​reverse one of the charges and I was first placed on hold for 30 minutes. I called a second time and spoke with someone that hung up on me.

I do not recommend these people, but unfortunately I was not given a choice.
I purchased a CPAP machine from them a few years ago and it just stopped working, (small part of the top plastic piece is melted, and it smells burnt). I called Apria and at first they refer me back to Kaiser, but then I explained that Kaiser referred me to Apria… to make a long story short it turns out my machine is under warrantee according to Chris at Apria, (yay!) BUT they won’t replace it without approval from a Kaiser pulmonologist because I changed insurance companies… and the Kaiser pulmonology dept is now closed.
I’ve already lost two night’s sleep, and now another because they refuse to replace the machine that they admit is under warrantee.
I’m not sure they understand the purpose of a CPAP, and that my previous doctor told me I might die without it.
I am unable to sleep without it.
It’s under warrantee, regardless of which insurance policy I have. Replace it.
Update: While visiting the Kaiser, the doctor, after verifying my CPAP was actually dead, called Apria with me in the room, so I overheard the conversations. After going back and forth with a couple calls, we finally received word, (he says we are gonna «laugh») that my machine is actually warantee’d for THREE years.
The pulmonologist tells me that Apria tells them it’s four years on all cpaps…
The Apria rep claims he will reach out to the branch manager to see about waiving my 20% co-​pay due to the circumstances, (which is a nice way of saying they fucked up, or are trying to get over, I’m not sure anymore).
I will update this review once my business with Apria is concluded.
The staff at Kaiser are wonderful, for the record. Especially Jill Wilson, RRT. She made sure I went home with a cpap.

I doubt they care much about their patients. Horrific phone support. Insane. How many times do i have to spell my name? Or respond to idiotic beings?
One of the more basic problems is that all calls go to a non-​local office — Arizona, I believe. The skill set of these folk is less than conscious.
This place is the little shop of horrors!

This is a highly incompetent– scary level of incompetence– company. Their errors have been so numerous and consistent, that I decided to file a complaint against them with the medical board. I have tried to get my replacement supplies for my CPAP machine for two months and they keep telling me they will send them, and then they never arrive, nor do they call to explain why they aren’t being sent. When supplies didn’t arrive the first time, I came into the office to hopefully pick them up and was told that they needed to read my SD card and that’s why they didn’t send them – new news to me! I offered them my SD card and was told their computer was down and they couldn’t read it, but they would read it later and send supplies that day. No surprise, no supplies were ever sent and no phone call! I had to call weeks later to find out why. Long story short, more promises that supplies were on the way when they were not, and then I learned that they lost my SD card and are requiring that they send me a new one and get a new reading to prove that I’m using the machine. A simple deduction would indicate that I am using the machine – why else would I spend hours on the phone trying to get the darn supplies? This is a medical equipment company that is putting the health of their patients at risk. Definitely choose a different company!

They get one star because zero is not an option. My elderly grandmother is in need of a hospital bed and was ordered through Kaiser with Apria. My single mother who is a school teacher was waiting for the delivery which was supposed to arrive shortly after six in the evening. We called to Apria around 630 and were told that our delivery would arrive around 8 o’clock. At 830 we called again and were told that it would be around 930. At 935 we were told if the driver doesn’t arrive by 1030 to call back. Who does deliveries at 1030 on a Wednesday night? So I call to speak with the «customer service» department who says that they can’t do anything for us. Delivery guy just arrived. 1035 PM!!! Glad we didn’t bring grandma home tonight since this horrible excuse for a «healthcare» company failed so badly. If you have any other option than this company please use it, as the best description for their service is SHITTY!!!‘
Delivery guy just finished. Final completion time was 1115 PM! What a joke!!!

Well, in fairness to Apria, I finally received my CPAP at about 9:30 this morning. It was supposed to ship last Thursday evening or early Friday for Friday delivery. It shipped late Friday and arrived today (Monday), ¹¹⁄₁₆. I plugged it in to see if it worked. Lo and behold, it does. My overall rating and satisfaction hasn’t changed. At least they finally sent the machine.

Health and care? How could a company use those words and seem NOT to care about their customers? Apria is a totally dysfunctional and uncaring business! I was on hold for 50 minutes this morning, including the 2 times they disconnected me. I am just trying to schedule a maintenance appt for my oxygen machine. I called by branch office in Hayward, CA, where the operators are kind and very apologetic about the long waits. Then they transfer me to Apria hell, ie: the maintence department. This is what happens everytime I call Apria. Help!
When the DO come out, the maintenance people are good. But how to get ahold of them?

This has to be the biggest joke in the medical rental business. They don’t respond to calls and border on rude. Tried to get a wheelchair as I was in a non walking/​weight bearing cast. We were on our own. Ended up renting a wheelchair from Clayworth Drugs (VERY nice people) for $ 25.00 a day After 13 days of no communication, we purchased our own from Amazon.

The diseased riddled armpit of the American healthcare industry. I cannot agree more with other users who call their experiences frustrating and pathetic. Their comments are 100% spot on. Be prepared to down a bottle or two of extra strength aspirin after they change your delivery time for the umpteenth time and end up not coming until 9pm or so only to receive the WRONG item. It feels as if like you’re trying to do business with non-​English people so everything gets botched. Disgraceful, dysfunctional, dismal.

Just went through a very frustrating 9+ weeks of waiting for a new cpap machine. The best part of this ordeal was the customer service by Apria nationally and at my local office. They kept calling to let me know that status and what was needed to proceed. They called two different doctor’s offices to help get the right info. The biggest issue was my HMO and the larger insurance company. Once it all was approved they called and set up a pick for the next am. When I arrived everything was ready as promised. It couldn’t have gone smoother and I’ve dealt with them many times to get my supplies. They also evaluated my malfunctioning machine in the first place and told me what I needed to do to get it replaced.

Im stuck with Apria due to my medical needs… I feel they have me hostage! The know we have no power. Last year August 2014 i made plans to go on a cruise. requested for a portable oxygen concentrator. i was told by the person at the front desk that it should be no problem. i left there thinking it was taken care of. a few days before my cruise i find out it someone dropped the ball. i sat there crying wondering how i was going to make my cruise without my oxygen. front desk person could care less. i requested to speak to the supervisor. i could hear her tell him what happened and she would say,“i told her” & «i know» and laugh. very unprofessional. the supervisor never came out nor did i get a call back. All they were able to do is write down some 800 numbers to companies that provide machines at a higher price. in the end i paid 3x more for the equipment. Apria is suppose to deliver and they dont! its sad that customer service is no longer existent! MAKES ME SICK TO THINK THEY HAVE THIS CONTROL OVER ME! LITERALLY SICK! I NEED OXYGEN ²⁴⁄₇ AND DONT HAVE THE LUXURY TO TRAVEL AT THE MOMENTS NOTICE. INSTEAD OF MAKING MY LIFE BETTER APRIA IS MAKING I MISERABLE. I HATE APRIA! i AM A REAL LIVE PERSON LIVING WITH A DISABILITY AND APRIA IS OUT TO MAKE MONEY… SO WHAT DO THE EMPLOYEES GAIN BY DROPPING THE BALL?
Today…June 25, 2015 i called to request Apria travel dept to deliver oxygen concentrator and i was told i would have to pay a fee of $ 300 dollars for short notice. I have called the day before i have called 2 weeks before. She tells me this is new about for 4months ago. when do i get a letter to tell me this? I would have made this call earlier had i known. This was a last minute change of plans? once again Apria having a hold of me every step i make. Next they will charge me for each breath i take! WRITING THIS OUT MAKES ME MORE ANGRY! Once again Apria is on my Naught list. I hope Kaiser finds out soon how this company is treating their customers!

Totally dysfunctional operation. Three separate times I had ordered parts for my CPAP machine, I jump hoops to get my parts. On May 15, 2015, I place my order vis telecom, wait for weeks and no parts, called Apria for status, discovered nothing is done and don’t inform me of not receiving authorization from doctor and Hill Physician Group. Both said they faxed authorization and Apria said they don’t have it. It is now June 24, 2015 and still nothing. Apria now claim Hill did not sign authorization and do nothing to inform Hill and mean while I wait without parts. Total round around with Apria. I hear Grove Medical Supplies and Timberlake are not any better service too from what I read in Unilocal about them, so I am S.O.L.
I am generous with one star. No one seems to CARE, especially Apria!
June 24, Today it prompted me to write a review, because I am so piss. Spoke to the customer service, which there are none, and reconnected me to another line. Placed me on hold for half hour with that stupid music and got disconnected stating mail box is full, goodbye.
Follow posting: I am pulling my hair from my head trying to be patient over this ordeal with Apria. I call them this morning and Apria tells me they got the fax authorization with no signature from Hill. I called Hill and they said they don’t need a signature. Waht is all this B.S. I learn there is very little care for clients and service. I got no one to discuss this issue with Apria. The Apria’s supervisor is also apathetic.

I wish I could give a no star rating. I’ve need some durable medical equipment since NOVEMBER 2014 and I still don’t have it. Apparently this is the only There is no follow through, no consistency and hold times to reach an agent are ludicrous. When and if you do get an agent before you hang up, they are rude and incompetent and completely ineffective. If you have a choice of ANY other company, choose it. This one is the worst.

I concur with everyone else regarding how pathetic Apria is. They were contracted by Kaiser to provide a wheelchair and walker for my father.
The day before the equipment was scheduled to be delivered to the house I received an automated message informing me they were going to deliver the equipment the next day during a certain time frame– I like how they don’t even consult with you to schedule an appointment.
The best part was that they didn’t even show up the next day! I called to try and find out what happened; they said they would deliver it the next day.
The same thing happened again when Kaiser requested Apria replace the wheels on my father’s walker with larger ones– received an automated message, then, the next day, no delivery!
It is so obvious that this company is managed by a highly unmotivated and incompetent group of individuals. I don’t blame the guys that are delivering the equipment. It is glaringly obvious that this organization is poorly managed and it ranks at the bottom. It’s unfortunate that Kaiser continues to contract with these clowns.

Apria is the worst customer service I have encountered. After many hours on hold, routed to another country, I decided to choose“doctors Office” and got right in. Then on hold for longer to get an appointment. It is been 2 ½ months since doctor ordered this. I have no other choice — but I did want to thank one of you for giving the complaint email for the state of ca:
LET YOUR VOICE BE HEARD!

And I thought I had it bad when I call Kaiser for a problem!
This outfit is the most customer-​insensitive lot I’ve encountered in a very long time. I would not do business with them if they weren’t contracted by my insurance company (Kaiser) and I plan to file a complaint with Kaiser’s customer service department about them.
My complaint originates in the receipt of multiple robo-​calls from Apria, all attempting to schedule service for an oxygen concentrator I currently rent from them through Kaiser. I didn’t call for service. Apparently, they do routine maintenance (a good thing) by simply deciding when they’re going to show up (a bad thing) without consulting the customer!
And just TRY to get through to them and actually schedule an appointment on your own terms. I dare you! Their phone system is horrific, their service reps uncaring and dismissive and their hold music makes what little hair I have left stand on end. The whole thing is clearly meant to fend off any and all customer calls. What a nightmare.
I won’t put up with it. If you encounter these issues which you undoubtedly will, file a report with your local BBB as well as the one in their corporate home state (I’ll find that out eventually), file a complaint with your insurance provider and let someone at their end know about it. Of course, also post your opinion of their «service» on all their Facebook pages (there are quite a few).
Oh, and don’t forget my most trusted resource for reviews — Unilocal

Spent several hours trying to get a simple answer regarding CPAP purchase pricing. Finally got a vague answer in which their insurance price is several times higher than if I was to purchase it elsewhere. They are only provider for BS of CA. Fishy? WILL NOT USE THEM

I would give negative stars if I could. They gave me a CPAP that did not work. I had to figure out that it was a problem with the power cord. I called the next day to have them provide a new one — it has been two weeks and they still have not provided it. The person on the phone who works out of the office had an attitude. They even offered to ship it. There is ZERO quality control and the end result is that they are consistently ripping off insurance companies and customers like myself. Avoid at all costs. Even my sleep Dr. said not to use them — in fact she said it would be better to pay more and go to another provider.

Horrible customer service. The response for their lack of customer service is silence and they blamed their internal partners for their horrible service. Which call center has an hour wait time regardless of the time of the day you call? When requested to transfer the call to a local branch, the branch staff will not even pick up the call. There is no such thing as scheduling for an equipment pick up, the staff told me that I should have known to drop it off? Really? What kind of customer service is this? I have never experienced worse service than this when your company is servicing people in need! The branch staff was horrible as well she she informed me that there is nothing she can do for me while I have to contact the billing department myself. And when I called the billing department they told me that the branch staff should have followed through with specific notations to the billing department. This is the definition of management and for communications. I do not know why they are still in business and the branch staff and San Leandro should be disciplined or coached on her poor customer service and failure to meet customer expectations. Stay wave from this company at all cost!!!

How difficult can it be to rent a wheelchair? With Apria Healthcare, you can be assured it will be a goat rodeo of ridiculous.
My Kaiser plan didn’t cover ambulatory services, so I called Apria to rent one. First, I was told I couldn’t rent one because my Kaiser plan didn’t cover it — yeah, I just said that. Then I had to wait for a supervisor’s permission before I could rent one. I asked if I had not told her my back story if she’d be able to rent one to me and she replied yes.
What I should have done is hung up and called another company.
After asking for a driver to contact me prior to delivery, I was never called, and the chair was delivered to the wrong house. He came back 30 minutes later, but the chair they provided was not in working order. So — driver takes the faulty, yet highly necessary leg lift bits and leaves the chair.
Today, I’m supposed to receive the rest of the wheelchair… but just found out after being passed around to four different operators that they won’t be able to get them to me until 6 — 9pm this evening… Fail.