Apria Healthcare Customer Service Issues

On the day of my oxygen delivery, I contacted customer service to inquire about the estimated delivery time. The provided time frame is often inaccurate, causing inconvenience as customers are unable to leave their homes while waiting. Today, I was initially advised of a delivery window from 2:30 to 6:30 pm, but upon seeking further details, I was informed of a revised time slot from 5:45 to 9:45 pm. This inconsistency resulted in me waiting all day, unable to attend my medication pick-up as planned. It would be greatly beneficial if there were a system in place to notify customers of significant changes in the delivery schedule. Having recently undergone surgery, I was eager to rest, and I hope the delivery will arrive before 9 pm.

I contacted 2-3 times yesterday to try to figure out how to order a breast pump. Dealing with Apria and my insurance has been a complete disaster. It's frustrating to be stuck in the middle between the insurance company and Apria while being 9 months pregnant. Each time I called, I received conflicting information. Despite following the instructions from the Apria representative, my insurance denied coverage. Today, after calling twice for more information, I was disrespected and even hung up on. It's been a struggle to communicate with your customer service representatives who have been consistently rude. I've spoken to at least 4 different people in 2 days. I have no intention of doing business with your company again. The behavior of hanging up on a customer is unacceptable. If the stress leads to any complications, I will pursue legal action against your company.

I have been attempting to obtain a CPAP machine since the 13th of this month. During my initial call, I was informed it was in the process. However, on the 18th, I was told that the sleep study form from my doctor's office was missing. I quickly rectified this by contacting my doctor to have the form sent on the 19th. Despite everything being approved by my insurance, I am still waiting to receive the machine. Despite multiple calls and reassurances of a rush, no progress has been made. It is now the 24th of June, and I have not received any updates. I am frustrated with the lack of action and communication from the company, especially given my health concerns. My name is Tina A., and you can reach me at [redacted]. Unfortunately, Cigna selected this company for me, and I am feeling extremely let down by the service so far.

My original portable oxygen concentrator displayed an error message "change columns." I contacted Apria, and they assured me they would mail the replacements. Shortly after, the portable started making loud noises, forcing me to stop using it. After explaining the issue to Apria, they promised to address it the same day. Unfortunately, no action was taken. When following up the next day, they informed me a replacement would not be available until Friday. The new concentrator arrived as promised, but after 20 minutes, I encountered the same error message and low oxygen indication. Despite reporting this to Apria, each time I call, they assure me it will be delivered the same day, but nothing follows through. It has been four weeks without the portable concentrator, limiting my mobility. I urgently need a reliable replacement.

My portable oxygen concentrator displayed an error message "change columns." After contacting Apria, they promised to send replacements, but my unit started making loud noises. Even after informing Apria and being assured the problem would be resolved promptly, nothing happened. I was told a replacement wouldn't arrive until Friday that week. Upon receiving it, I encountered the same error message and a low oxygen warning. Despite multiple calls to Apria, I keep getting the same response about same-day delivery, with no actual resolution. I've been without a working portable concentrator for four weeks now, severely limiting my mobility. I urgently need a dependable portable concentrator.

My Inogen One G3 portable oxygen concentrator displayed an error message "change columns." After contacting Apria, they said they would send me replacements. However, the unit started making loud noises, so I stopped using it and informed Apria of the issue. They promised to fix it the same day, but unfortunately, nothing was resolved. When I followed up the next day, they mentioned they wouldn't have a replacement until Friday. Despite receiving the replacement on Friday, I encountered the same error message and low oxygen levels shortly after turning it on. I've been without a working portable concentrator for four weeks now, severely limiting my mobility. Despite contacting Apria multiple times, they keep promising a resolution on the same day, but nothing happens. I urgently require a reliable replacement for my G3 concentrator from Apria.

Account #0165FAV154: I received my recent bill and noticed "adjustments" for services that were not clearly defined. These adjustments show billing dates from the past seven months, some conflicting with my records that show a zero balance previously. Despite a payment of $1,[redacted].00, the new statement still shows a past due amount, only $[redacted] less than the inflated bill paid. I suspect these adjustments are due to insurance payments not being received by APRIA because of non-compliance with UHC requests from January [redacted]. All statements received until March [redacted] were paid in full with no balance due. I've noticed the listing of "misapplied payment" going back seven months. How can additional amounts be added to bills already satisfied in the past? I returned the non-invasive ventilator to Apria on 5-21-[redacted] and submitted payment covering bills that would have been billed from April to June if compliance had been met, including the amounts normal for the oxygen concentrator and deductible. Check # [redacted] for $1,[redacted].00 should have cleared the account, but it was "misapplied," resulting in only a $[redacted].00 reduction in the incorrect balance. As longtime customers of 17+ years, we should not be accountable for Apria's non-compliance with insurance requests. I have submitted a spreadsheet with backup documentation for the $1,[redacted].00 remittance to show past payments and the actual amounts due. It seems this was not thoroughly reviewed, evident from the "Misapplied adjustments" on the latest bill. Based on my records and Apria statements, I am expecting a zero balance. I am requesting the account be adjusted to reflect this accurate balance.

I have been trying to order parts for my grandson's nebulizer through your company for a couple of months now. Unfortunately, his insurance only allows us to use your services. This has been a very frustrating experience as I have had difficulty communicating with representatives who do not speak fluent English and have been constantly transferred from one person to another. After being promised a call back, I have yet to hear from anyone after three days. I am specifically looking for the 7" accordion connecting tubes with T connector and adapter coupler. I wish I could attach pictures for reference, but I am unable to do so. This recent experience adds to a list of issues I have encountered with your company. As a caregiver to a disabled loved one, the time wasted on the phone with Apria is truly disheartening. I hope to resolve this matter soon. Thank you. Judy McCulloch for Robert Klimaytis bd 1.14.08

I have contacted the Spring Texas location numerous times over the past 4 days without any response. The regulator provided for my husband is malfunctioning, and they scheduled a service date for September 6th to inspect the concentrator. Despite my requests for them to bring a new regulator during the service call and confirm it, I have not heard back. On top of that, I had to make two trips to the office to collect oxygen for my husband post-hospital discharge as they claimed there were no deliveries planned for our area. I informed the office staff about the faulty regulator during the second visit, but they declined to provide a replacement when I forgot to bring the defective one. Their unwillingness to address this issue was frustrating, and their response was unhelpful. I expressed my disappointment with the situation, but the staff member was unresponsive and threatened to ask me to leave if I continued expressing my frustration. This experience has been distressing, and I am reaching out for a resolution. Thank you.

My name is Steven Morel and my account is #0563BEB388. I have contacted Apria three times to explain they are billing the wrong insurance account. Despite my efforts, they continue to bill the incorrect account. The most recent call was in July. I have received another bill from Apria indicating I am ineligible for coverage, as they again billed my outdated insurance instead of the correct one since January [redacted]. My insurance number is xjbh[redacted]3, group number [redacted] with Florida Blue, under my wife's name Mary Morel. It is puzzling why this billing error persists. We have proof of coverage for the correct insurance and continue to receive Explanation of Benefits (EOBs) from the old insurance. I hope you can resolve this issue promptly. Thank you for addressing this problem.

For several weeks, I have been receiving automated calls from Apria regarding a visit for a concentrator they were supposed to provide. Despite confirming my availability each time, Apria failed to show up for three consecutive weeks. This situation has frustrated me to the point of writing this email. Apria must improve their communication with customers to avoid further complaints about their subpar service and overreliance on phone automation. The extensive wait times caused by this automation are unacceptable. Sincerely, William N.

The service has been extremely poor, making it impossible to get through to anyone despite calling five different numbers. The automated system repeatedly asks for my phone number promising a call back, which has never come through. I had an appointment to have my husband's equipment checked on Sept. 12, but they did not show up as scheduled. When setting up the appointment, I specifically ordered 25 ft. and 50 ft. tubing, but now they claim there is no record of my order. To address this issue, I contacted the billing department for assistance in resolving the tubing problem. Additionally, an appointment is scheduled for Oct. 10, but I was informed that different companies might handle the equipment check, leaving me uncertain about their reliability. The billing representative investigating the tubing situation was provided with a wrong contact number ([redacted]), which only added to the ongoing frustration. I am a senior of almost 81 years, and this level of incompetence is unacceptable, especially from a company responsible for caring for oxygen patients. It is concerning that conflicting information about the availability of the tubing exists, leaving me unsure about how to best care for my husband. The lack of adequate customer service support is disappointing, prompting me to consider reaching out to Medicare or United Healthcare to address these ongoing issues. Please contact me via email at [redacted] or phone at [redacted]. Thank you for your attention.

I ordered a Knee Walker from Apria on April 29, [redacted]. Despite several attempts, they have not sent the pre-authorization to my health insurance company. Initially, they charged me 15% upon delivery after contacting my insurance. Subsequently, on Sept 12, [redacted], they charged the remaining 85% without notifying me. When questioned, they mentioned not being able to obtain pre-authorization from my doctor. My doctor's office intervened on Sept 13, [redacted], and sent the necessary authorization via fax. Despite this, Apria has failed to submit the proper documents to my insurance. Three conference calls were held on Oct. 16, [redacted], Oct. 21, [redacted], and Nov. 5, [redacted]. During each call, Apria confirmed receiving all required pre-authorization and clinical reports. They were provided with insurance fax numbers and case numbers, and assured completion within 2-3 business days, but no progress has been made. The Apria customer service representatives involved in these calls were Kim, Kloyd, Jan, John, Ale, and the latest one, Marven. Your assistance is appreciated.

I was discharged from Cedars Sinai Hospital around 7 to 8 weeks ago with a referral for a wheelchair and a walker, covered by two insurance companies. Despite contacting your company numerous times, including my husband's attempts, we have not received any response except for one voicemail that went unanswered. This lack of communication has left me bed-bound and unable to leave my home, resulting in me having to borrow a wheelchair from the hospital after a recent surgery. I even informed my doctor, who offered to reach out on my behalf. The unprofessionalism and lack of follow-through from your company is distressing and unacceptable. I am seeking some resolution and accountability for this matter promptly.

I recently received a call regarding an outstanding bill from April 18, [redacted]. The Department of Labor advised me to contact Conduit for further assistance at [redacted]. This issue has recurred multiple times with Apria, prompting me to purchase my own equipment to avoid such problems. Unfortunately, I have faced collections due to this matter, which I no longer wish to endure. It might be beneficial for corporate to address this issue with their billing department to prevent further credit damage. The agreement to bill the USDOL was previously made, and I believe a lawsuit might be necessary for improvement. -Robert B. [redacted]

After my surgery in [redacted], I cannot use my C-PAP machine anymore. I have asked Apria three times to stop sending me supplies. Despite having difficulty speaking, I received two unnecessary phone calls from Apria. To resolve this, I only ask that Apria stops sending me supplies without contacting me further. I will not return the supplies or make any payments as my debit card details have changed.

I have been a loyal Apria customer for over 20 years and have always been satisfied with the service from Dan at the Loveland office. However, I recently had some issues with getting my CPAP and oxygen replaced. When I called in April, Ernestine was supposed to help me but there were delays. It took months to schedule appointments and get the necessary tests done. I was frustrated when I was told my doctor didn't know how to handle my pulmonary therapy. The lack of communication and delays have left me without my essential equipment since April. Despite being on oxygen for two decades, there were unnecessary hurdles to get my equipment replaced. The blame was placed on me and my doctor, which I found unfair. Proper communication and follow-up are crucial in situations like this. I hope Apria can improve in this area to prevent similar issues for other customers.

In need of information on a portable oxygen concentrator. I am a current customer with Apria. Recently, I was informed by the Apria office in Colorado Springs that they sell portable liquid oxygen concentrators. They took my order and are waiting for a prescription from my new primary care physician in January. However, today I called my local office and was told that Apria no longer sells portable concentrators. This contradicts what I was previously told. Additionally, the Apria delivery person mentioned that they offer liquid oxygen portables but will confirm with their supervisor about the availability of a portable concentrator. Can someone provide clarification on this matter? You can reach me at [redacted]. Thank you for your assistance. - Tina Ray

Hi, I am experiencing difficulties with the tracking of my sleep hours on my ResMed AirSense10 machine. Due to my insomnia, I have irregular sleep patterns, such as going to bed at 6 am and waking up around noon. However, my machine only shows 1 hour and 16 minutes of sleep, which is inaccurate and frustrating considering my lifestyle. I am concerned about how this will be perceived by my new insurance policy through Federal Aetna, particularly regarding the initial tracking of hours. I am trying to improve my sleep quality to spend more time with my granddaughter, as my current situation is affecting our time together. Unfortunately, I have encountered challenges with the equipment and lack of support from medical professionals, making it hard to find a solution. Additionally, I am exploring different methods for better sleep, as medication has not been effective and I am seeking guidance on how to manage my sleep hours accurately.

Subject: RSA for My Supplementary Solidarity Health Insurance - Mme Roberta N. Dear [redacted], I have submitted all the necessary documents as per your request following your letter dated January 9th to ensure my health insurance is in place by February 1st. I have checked my Ameli page, and unfortunately, there have been no updates yet. It is crucial that my insurance with Generali Vie is finalized promptly to secure my CSS entitlement. Please confirm that this matter is being handled urgently. Thank you. Best regards,