Apria Healthcare Customer Service Issues

I am reaching out to address the issues I encountered with your billing department today. During my call around noon, I spoke with agent P.F regarding my bills. She explained that Apria bills one month behind schedule, which confused me as my CPAP was delivered on January 30th and charged to my credit card on February 1st. This discrepancy led me to believe that the billing process was incorrect. When I inquired further, P.F confirmed that the February 1st payment did cover the service from January 30th to February 29th. Unsatisfied with the explanation, I requested to speak to a supervisor and was abruptly disconnected, which I found unprofessional. Subsequently, I called again and spoke with Lobella V. Masamong, who reiterated that Apria bills one month behind. Despite my request for clarification on the billing dates, the conversation did not yield a satisfactory resolution. I then requested the bills to be emailed to me, which was promised within 30 minutes. After over 2 hours passed without receiving the bills, I contacted MJ, who assured me that Lobella was working on the documents. This delay seemed unnecessary, especially after being initially told it would take just 30 minutes. MJ highlighted the need to confirm my email, a step omitted in the prior conversation with Lobella, causing further frustration. After multiple interactions, including a request to speak with a supervisor, I was informed that Tish was unavailable and could return my call within 24 to 48 hours. The challenges faced in obtaining a straightforward copy of the bill and the conflicting information provided by the agents underscore the inefficiencies within the billing department. The subsequent email from Lobella containing an itemized bill for equipment, rather than the comprehensive monthly rental bill I required, further exemplified the disjointed communication and service. I am disappointed by these ongoing issues and would appreciate the opportunity to discuss this matter further with a member of your team.

I need to ensure Apria's management is informed about my issue. I'm facing difficulties contacting them. I'm a 62-year-old individual dealing with diabetes, COPD, and Sleep Apnea. I've been unable to get them to fax my doctor's prescription to a different CPAP company. Below is a copy of one of the many emails I've sent to the branch coordinator at Apria in Bellingham, WA: Dear Linnea, Bellevue Health in Bellingham has made several attempts to request the fax of my CPAP prescription from Dr. Vora. However, they haven't received anything from you thus far. My provider at Friday Harbor HealthCare, San Juan Healthcare, also hasn't received it. As you're aware, I'm 62 years old, dealing with diabetes, COPD, and a 30-year history of Sleep Apnea. My CPAP machine has been broken for a month, and now I'm unwell. While I understand Apria can't assist me in obtaining a CPAP, why can't you please fax the information to Bellevue Healthcare in Bellingham? What do I need to do? Am I supposed to suffer? I apologize for any perceived rudeness, but this has become urgent, and it seems no one is paying attention. Please contact me via email or phone and ensure the information is sent to Bellevue Healthcare in Bellingham. Also, please fax the prescription from Dr. Vora to Elizabeth Wainwright at San Juan Healthcare, Fax Number [redacted]. Once again, my name is Judith Hunt, DOB 09/03/[redacted], Phone Number [redacted].

I have been trying to contact the oxygen tank provider for the past two weeks regarding how to clean the tubing connections as instructed. Despite leaving messages and explaining the issue, I have not received any response as of today, 8/10/[redacted]. I am a senior citizen and expressed my difficulty in remembering all the instructions given to me during the initial visit. I spoke to a lady named Nancy last Thursday, who promised to follow up with a manager, but I have not heard back. I am feeling desperate at this point after multiple unsuccessful attempts to reach them. My home phone number is [redacted], and my husband is Laurence M Smith, while I am Josephine Smith.

To Whom It May Concern, I am writing to file a complaint against Apria billing regarding overcharges on my CPAP machine totaling $[redacted].77. Despite informing Apria of my insurance change from Anthem to Kaiser/Medicare, they continued to bill me incorrectly and substantially more after September. The charges for alleged "supplies" are especially concerning as I have not received any supplies from Apria since [redacted], instead purchasing replacements from Amazon. The inconsistent charges on my AMEX card, coupled with confusing billing statements from Apria, raise questions about the accuracy and transparency of their accounting. Attempts to address this with Apria's billing department have been unhelpful, leaving me no choice but to demand a refund for the overpayments. Sincerely, Gordon F.

I have recently received two invoices from Apria for $6.12 each, with follow-up calls after 8 PM demanding immediate payment despite the due date being March 1. The calls were unprofessional, as they used outdated credit card information and treated me as a delinquent. I prefer to pay upon receiving a statement in the mail. When I called the billing department, I was placed on hold for 15 minutes after selecting "other" options, being repeatedly informed about online payment. The call eventually disconnected after five minutes. I have paid the bill online. While I rely on Apria for CPAP supplies through Medicare, I am considering automated deliveries to avoid such interactions. Despite experiencing rude behavior from a caller named Christine, I did not receive the necessary apology or information.

Subject: Billing Issue and Request for Refund Hello Apria team, I am writing regarding a billing issue I have been experiencing with your company. Since September [redacted], I have faced challenges with receiving supplies as you requested upfront payment. Additionally, your billing department erroneously sent the insurance claim to Empire instead of Blue Cross Blue Shield of North Eastern New York. After numerous attempts to rectify this through calls to your billing department over several months, the correct bill was only sent over [redacted] days late. This has been quite frustrating, as each time I called, I had to speak to a new person and nothing was resolved. I kindly request an investigation into this matter and anticipate a refund of $[redacted].36. Please address this matter promptly. Thank you, L.M. P.O. Box 33 Hartford, New York [redacted] [redacted]

In September [redacted], I ordered supplies for my CPAP machine from you, but there have been billing issues. Despite paying $[redacted].36 as requested, the bill was mistakenly sent to the wrong insurance company, Empire Blue Cross. Despite my repeated calls and providing you with my correct insurance information, the billing department continued to send it to the wrong insurance. After numerous attempts, the bill was finally sent to BlueShield of Northeastern New York, but it arrived over [redacted] days late due to billing department errors. I am seeking a refund of $[redacted].36 for this inconvenience. My account number is 0583BVY506. I have tried to resolve this through multiple calls but have not received a satisfactory response, including a promised supervisor callback. I am frustrated with the handling of this matter and hope for a prompt resolution. Thank you.

The Santa Rosa, CA office of Apria is denying me service for liquid oxygen without providing a valid reason. Despite my repeated calls over four days, they have failed to offer a clear explanation or communicate with my doctor's office effectively. Initially, they claimed my medical group was out of their network, which is incorrect. Then they mentioned not accepting new patients and refusing private pay, contrary to their practice of accepting checks for the past 13 years. Now, they simply state they will not provide the service, despite my insurance's willingness to cover the cost through a different DME provider lacking liquid oxygen in this area, complying with Medicare regulations. My insurance, contracted DME supplier, medical group approval, and doctor's prescription all align for Apria to supply the liquid oxygen, making their refusal frustrating and puzzling.

I have been attempting to have Apria Healthcare collect my oxygen equipment. Despite receiving a denial letter, I have made numerous calls but have been consistently met with promises of callbacks that never materialize. Various dates were provided for pick-up, but each time they failed to show. A representative in Alexandria was particularly unhelpful, even threatening to continue billing my insurance without a clear pick-up date. I find this treatment unacceptable and will not be using their services in the future. I have escalated the issue to the CEO and plan to inform my insurance provider about the situation. I have fulfilled my obligations and now require prompt action to have the oxygen equipment removed. If this is not resolved by the end of the week, I will pursue further steps.

I recently received a voicemail from Apria, possibly Emiline, regarding an insurance coverage question. The message was rushed and unclear, making it difficult to get the callback number. Upon calling back, the wait time was excessive, with repeated advertisements playing for over 30 minutes. I am considering hanging up as the wait is too long. If more information is needed, please contact me via email as I am unable to wait any further.

We need to return a pump to Apria. We have called 4 times to schedule the pick up, enduring over 30 minutes of advertising each time. The pick-up driver did not show up and claimed to have called multiple numbers and knocked on the door, although no one heard it. It's frustrating to deal with this when we have a baby to take care of during the pandemic.

Subject: Billing Discrepancy - ACCOUNT # 0905EY1326 Dear Apria Team, I am writing to address a recurring billing issue regarding a bill of $47.30 that I have been receiving in error. Despite having fully reimbursed claims every six months and full [redacted]% coverage with deductible coverage, I am perplexed by this billing discrepancy. After contacting my insurance provider, BC/BS, and ensuring that the bill payment was made in full by them, I was under the impression that the issue had been resolved. However, I am still receiving bills from Apria. I kindly request that you review your records, particularly the communication with BC/BS confirming payment, and rectify this ongoing error promptly. It is crucial that this matter be resolved to avoid further confusion regarding payments and claims. I appreciate your attention to this matter and trust that your team will address this issue efficiently. Thank you for your assistance. Sincerely, Henry Heinzerling

I recently ran into an issue with Apria and Sun Country Medical regarding my CPAP replacement. Despite a shortage, Apria promised a replacement by November [redacted] but only delivered it unexpectedly in early March with no prior notice. After realizing I didn't need the CPAP, I promptly arranged for its return. Surprisingly, I was charged $22.85 for a product I didn't request and no longer have. I have already contested the charge. On the other hand, Sun Country Medical has been more responsive, showing better communication and service. Hopefully, this billing error with Apria gets resolved swiftly. -Sandra F. Las Cruces, NM

I arranged for equipment to be picked up on 7/27/22, but it was missed twice and was only collected on 8/5/22. Despite this, we have been billed twice for equipment that was returned. I contacted the equipment department, and they confirmed the pickup on 8/5/22. Even though we paid the full balance on 7/27/22, our account shows no payments received. We have proof of payment from our credit card statement. We need this issue resolved promptly. Please email us confirmation. If not, we will report this as elder financial abuse. You can also reach me at [redacted]. Our account number is [redacted]-DQG-[redacted].

I recently received a letter from State Collection Service about a $[redacted].10 debt supposedly owed by Carolyn, a resident in a senior living community who has dementia. I am her DPOA-Healthcare. Background: I requested a wheelchair from Apria Healthcare (through Kaiser Permanente) on 10/28/[redacted] to be delivered to Carolyn's community. On 11/10/[redacted], I asked Apria to retrieve the wheelchair. Despite this, we never received any billing statements or communication from Apria by mail, email, or on Carolyn's online account. The first notice we got was the letter from State Collection Service, mistakenly sent to the senior living community and delayed. Although dated 28 December [redacted], I only saw it recently. After two unhelpful calls to Apria customer service, I reached out to State Collection Service on February 6th and await a response. Dealing with Apria has been frustrating and unproductive.

I received an unexpected package from Apria, which I did not order. I contacted the number on the parcel on 02/03/23 and spoke to Andrea, whom I've interacted with multiple times before. Unfortunately, Andrea provided misleading information about the return of the package, assuring me it would be picked up by 02/07/23, but no one arrived. I attempted to reach Corporate Headquarters on 02/07/23, but could not connect with anyone. My main goal is to have the package returned to its sender.

I had an unexpected visit from an Apria driver in Stockton, CA, who showed up at my home to pick up my CPAP machine without any prior notice. Despite explaining that there was no issue with my equipment and recently had a doctor's appointment confirming its proper use, the driver insisted he had an order to retrieve it. After contacting Apria and speaking with a helpful customer service representative who confirmed my compliance, I was instructed to communicate with the Stockton branch. However, my attempts to contact them have been challenging, with long wait times exceeding 3 hours in total. The lack of communication and delay in resolving this matter is becoming increasingly frustrating. I urge Apria to address this issue promptly.

Our local Apria branch has been facing multiple issues lately. They are not processing orders promptly, requiring multiple requests before taking action, providing inaccurate information, and failing to follow up on orders. For instance, an order for portable oxygen has been pending for almost a year. This pattern persists with every patient we refer to them for CPAP, Oxygen, and other medical equipment. These unresolved issues have created frustration among our patients, especially when Apria threatens to retrieve their medical equipment before requesting new orders from our office. Such actions show a lack of compassion towards patients and make it challenging for us to collaborate effectively with Apria.

Good morning. I am having an issue with receiving a bill for $1,[redacted].96 for a sleep apnea machine. I have not been using it for three months, and I have been in touch with the company to resolve this as I truly need the machine. It's important to have someone speak Spanish since my English is not very good. My medical insurance, Florida Blue, has called and sent reports, but Apria insists I am not using the machine. I have documentation showing when I started using it and the hours I need to use it. Communication with Apria has been challenging, and I need someone Spanish-speaking to explain the situation. I was told Fernando would call me back, but he hasn't. I want to avoid any further issues. Thank you.

I am in a very serious health condition related to my heart. I have been waiting for my equipment to be delivered for four days now, from Wednesday to Sunday, as promised. Despite numerous assurances of early morning delivery, the equipment never arrived. The situation has been unbearable, and I have had to cancel important appointments with my doctors. My name is Sharon McFadden, and for further details, please reach out to me at [redacted] or via email at sharon [redacted]