Apria Healthcare

I have had issues with apria years ago when I needed medical supplies for my daughter. Now I need crutches for a broken ankle and I have to wait 5 – 8 business days!!! Uh… I have 4 kids to take care of, show a little empathy please.

BIG FAT LIARS — THE LOT OF THEM
I could write a book on the lies and inappropriate business practices of Apria Health, but what is important is what happened to us not happen to you.
Six weeks after my husband’s C-​Pap prescription was sent to Apria we still had not heard from them, so I called. Long story short our case was «expedited,» a contract was emailed to us, and working with an Apria agent from corporate, the first of the lies began.
In August, 2015, we were told that we could not do business with Apria unless we put a credit card on file, BUT, that we would always be given the option of being sent a bill and making payment that way.
September we received the wrong machine. I drove it out to the Brea location and got that all situated. Once again the contract for «auto pay» was produced and once again I was told that we would be given the option to billed PRIOR to any charges being posted to the card on file.
December 29, 2015, STILL NO BILL. However, a charge of $ 108 and change was posted to our checking account by Apria. I immediately phoned the number provided with the charge to dispute it and to find out for what product or service were we being charged as we still had not received any notification from them about any monies being due. The so called gentleman that helped me at one time accused me of cussing and said he would end the call (I don’t cuss, much less to people I’m trying to obtain assistance), when I asked what word I used I was told he does not utter such words and as such would not repeat it. The «gentleman» flat refused to remove the charge. When I asked why we were not notified in advance of the date and amount of the charge (as is customary), I was told because I signed up for auto payment and upon request provided the page number and paragraph in which it states our card will be charged, but no details on how (whether or not we’d be billed first or be notified, etc.). He went on to state that it is normal business practice for Apria to pop patient’s card on file without any notification whatsoever (and was an ass about it too).
Basically their lies and «auto pay» policies of charging someone without notification just made it difficult for me to pay rent. I’ve canceled the card on file (great, now I have no ATM card) and we will be getting our supplies elsewhere from now on. Amazon perhaps as Lincare is no better than Apria, but for different reasons (at least they never charged us without notice).
My advice to you, avoid this place like the plague. Any business that believes it is okay to charge someone without notifying them in advance (for the record, they don’t automatically send out an invoice either so you never know why you were charged — an accountant’s nightmare) is operating under suspicious business practices. You’ll only ever know why you were charged if you call them and sit on hold for 23 minutes and longer and ask that they mail you an invoice.
(Yes, this is the short version of the review)
BEWARE my friends, beware.

I’ve been with Apria for about two years now and my one-​year-​old CPAP unit has failed (through no fault of Apria). It’s under warranty and Apria is responsible to arrange for repair. But, after five phone calls over a three-​week period, I haven’t been able to obtain even ONE callback. And, none of the Apria staff I’ve spoken with is able to handle my problem without a callback. Really, all that’s needed is to agree a time at which I will bring the unit to the local branch. This isn’t rocket science but Apria can’t figure out how to do it. I’ve now been without therapy for over one month, thanks to entirely inadequate customer service. It really isn’t even appropriate to call it «service.» «Abuse» or «neglect» come to mind as more accurate terms.
By the way, the individual staff members I’ve spoken with are polite and seem both concerned to help as well as reasonably knowledgeable. The problem seems to be procedures and policies rather than people. If Apria management were to use my review to chastise Apria staff they’d be placing the blame on the wrong side of the line.
Concerning the monitoring Apria is paid to do: As an experiment I disabled the device that transmits my data to Apria. Just as I anticipated, I never heard a word from Apria. I’m not an attorney and so I’m not qualified to use legal terms such as «fraud.» But when a company is being paid to do something on my behalf that the company isn’t actually doing, the word that comes to mind is «fraud» though perhaps some other word would better serve.
Recommendation: Avoid at all costs.

I received a replacement hospital bed several months ago. I needed different rails similar to the previous bed I received from them. They said there were none available, but I found the right ones on the website of the company that made the bed. They reluctantly agreed to special order them. I have placed many phone calls for information on the progress of the order. Their call center is in the Philippines, where very few speak understandable English. When I ask to be transferred to the Brea branch, they place me back in the queue for the Philippines. The few times I have reached the Brea branch, they promise to call me back, but never do. Today I reached someone in Arizona, who told me the purchase order had been canceled. This does not motivate me to continue to do business with Apria.

Unilocal-​we need to be able to select less than 1 star!!! Finally got my CPAP machine. When I picked it up they didn’t have anyone to go over its operation and gave me a dvd along with a phone number for a respiratory therapist. I’m having issues with being able to use the machine song can the 800 number they gave me. I bet you can figure out what happens next. Yes, phone system hell. Many, many choices to select but none even remotely resembling a human to talk to about this machine. Press 8 to cycle thru them again. Oh no, please try again later. I can’t believe this company can actually stay in business. I’m just going to return the damn thing…

This company sucks. Double double billed billed. Apria refuses to listen to reason. I pay in full every month on time. Next month you always claim the bill is past due and fees are added. Has no one reported Apria to the better business bureau? Not to mention AMA. This has gone on for over a year. It needs to be resolved.

Had a chance to go there today. They have good Respiratory Therapists but their reception lady is extremely rude. This was my second visit. First time, they called me two days later and asked me to refund the machine but even when I did return, they keep sending me the bill to pay for the machine which made no sense. I spent almost an hour on the phone and threatened to report the matter and then they understood that they were just wrong to charge me in the first place.
Again today, the receptionist was extremely rude and just had an attitude. I would probably never go there again.

CROOKED and DISHONEST! I returned an unused medical equipment to the Brea branch months ago. Magically they cannot locate documentation of the return and their Brea branch is not responding to them. 7 months later I am still getting bills and have officially been sent to collections when I have done nothing wrong. I have responded to them after every bill and keep getting the run-​around that they will take care of it ASAP but then I get another bill and it is apparent NOTHING is getting resolved. I have never dealt with such a shady company and would never recommend them to anyone!

This company does not have a clue on whats going on. Back in September of 2014 I was informed i needed there service and a c-​pap machine. They informed me of my copay and i paid it in full they day I received my devise ($ 130.00). Two months later I got another bill in the mail for $ 110.00. I called in to see what it was for and the very rude billing lady said you owe the money so pay it and would not give me an explanation. So the next day I went back to the Brea office and the receptionist said she will look in to it and get back to me, she never did. another month when by and then another bill for $ 106.00. I call my insurance company to see why this kept happening and they informed me that Apria Healthcare billed them twice. I when back to the Brea office and again she apologized, telling me she you handle it. She didn’t! Now it April and I got a letter in the mail from a collection company. So i went back to the Brea office and talked to a Oscar who looked over everything a said that I was charged twice and that he would fix it. He gave my there card and asked me to call back in a week and he would have the matter fixed. Today I called the number and was routed to a east coast office and they would not transfer my to the Brea office. That they are not allowed to. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE

I am not only dissatisfied with the service of this company, I am furious. We have had horrible service from this company for close to four years. They were unable to arrange for portable battery powered oxygen for my mother at the medical facility where she was staying, leaving her trapped in her room. We finally bought one on ebay so she could have meals with the rest of the community. Numerous calls, unanswered. Every single issue needed to have a manager brought into it, and even then there was no resolution. It took six weeks to get them to pick up used oxygen canisters from the porch. My mother passed away this week, and I called and asked to have the oxygen machine picked up, in consideration of my father’s feelings having it in the middle of the house. Was assured it would be picked up yesterday, and of course it WAS NOT.
IF there is ANY way to avoid dealing with this company, DO IT!
Such ineptitude and lack of organizational skills, or any human concern for the importance of the service they are SUPPOSED TO BE PROVIDING is just completely unacceptable.
They are a pitiful excuse for a service provider.

Have had nothing but problems since day 1. Was promised things would be better but actually got worse The office can’t get anything right as of today I am without oxygen that I am suppose to be on 2 liters 24 hrs a day not the drivers fault every invoice was messed up and now I have nothing they took my machine away and was suppose to give me a new one but the driver said his invoice just said to pick up machine I had. If your Dr says u need oxygen tell them to get you Someone other then these people. Maybe another location would be better but Brea is the worst

Stay away !! The worst medical equipment company ever and I work in the healthcare industry so I know bad and absolute worst and this company is it.

Aweful! Inconsistent messages, double charging, long waits on phone, will not be a good experience for what should be a simple process. Avoid if possible.

Please allow me to be a voice of reason here. And if anything changes over the next 9 months, I will come back and gladly «eat crow.»
For you with regular insurance, you are paying a percentage as your co-​pay. Then you are paying a monthly fee to «rent to own» the device. Your usage is then monitored wirelessly.
I’m sure Medicare customers don’t pay anything but your usage still has to be monitored.
This why they keep a credit card on file. Your insurance company or Medicare doesn’t want you receiving a $ 2,000 machine and then you putting it on Ebay or under your bed.
I had a great experience here. The respiratory tech (Haithan) was very thorough and friendly. I know how to use the device and understand the procedure.
I get you don’t have many choices as your insurance is probably under contract with Apria. I just didn’t have the horror story everybody else is describing.
–keep CC on file–
–first co-​pay includes first month of 10 month rental–
–monitored wirelessly to ensure usage–

Everything said about Apria in the negative reviews below is true… and then some. This is one of the most dishonest companies (in terms of billing the patient for items that were paid for by insurance) that I have ever dealt with.
Avoid them if you can, but if you must use them, be sure to keep copies of every bill or payment and always cross-​check their billing statements with your insurance company claims department.

The Brea staff has gone through some changes since last year. they move few blocks down to a new and better building. The Customer service is separate from the branch and they are serviced out of Foothill CA, so the people you talk on the phone with are not the same people at the branch. All in all, the new staff at the Brea location is very professional and friendly. A great Tip for this location is make an appointment or let them know in advance that you are coming, the lobby can get busy and you might not want to wait as long. but when you call in advance they will have the equipment ready, make sure you tell the customer service (1800#) that you are on your way so they can let the branch know.
New address is 750 columbia st, Brea CA

Terrible, redefines poor service. No follow-​up, phone calls

Awful.
A couple people have been nice, but that is the only good point that I have regarding this Brea office. I wasted so much of my time and efforts to straighten out THEIR mess, I almost just gave up… but this is MY HEALTH! Very, very frustrating. I have also spoken with 3 other people who have nothing good to say about their customer service and/​or bookkeeping.
Definitely no cheers from me. I gave it a whopping 2 stars only because one of the RT’s did go above and beyond when he heard my story of my struggles… but this place doesn’t really even deserve one star.

STAY AWAY FROM DOING BUSINESS WITH APRIA!!!
This so called ‘company’ is run by a whole bunch of thiefs. Customer service is HORRIBLE, you called and they have to ask a supervisor, never call back. but if they didn’t solve the billing issue, then gues what… you will get another bill on the mail. They are so incompetent but the worse part is that they are stealing from their customers.
I had the worse experience with them… still fighting my case, so now I will have to involve a lawyer, if this continues. My insurance put me in contact w/​them for a breast pump… which they cover the first month, I called for an extension and paid for it. Called for them to pick up the machine, driver never came. Called again a few days later then the guy called me back and picked it up. Now they ARE CHARGING me an additional month just because they didn’t pick up the pump on the 20^th… is that my darn fault? NO! plus why are they charging an entire month??? Then to make the story more fun, the billing department cannot do anything because they cannot reverse the days on the system which means u need to pay. REALLY??? I am SOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO angry! this is so crazy! I have to call next week to see if they decided to cancel the bill. if not my other option is a lawyer, but they won’t get a penny from me! grrr

Avoid like the plague. Worst ordering/​delivery system in the world. Every time there is a problem with an order: missing item, wrong item, not delivered when promised, lots of apologies on the phone and still wait for the mistakes to be corrected.
There MUST be a company other than Apria that can supply CPAP without all the stupid, inept, slow, red-​tape complicated process of ordering and shipping. Don’t get me started on dealing with customer service and people who hang up on you when you call them on a mistake and just want it fixed. I even asked for a supervisor once and THEY hung up on me!
Unilocalers, if you find a local company that does it right, please let me know. PLEASE!!!