Apria Healthcare

Twice I have been sent the wrong tubing for my CPAP machine. The first time, I had tubing, just needed the mask, but they replaced everything, so I just used my old tubing.
The second time, I have called twice and both times the representative couldn’t figure out which machine I have. I gave them the information from my paperwork, but they asked me what color it was, how the humidifier was set up, etc. I was told after the first someone from customer service would call in 24 – 48 hours to verify what machine I had, but that never happened. I asked the representative why they didn’t have that information in their system since I had a copy of the original order form with machine name, serial number, etc.
Finally, I think they figured it out, and hopefully I get the right tubing in 7 – 10 days!
Oh, and I have to call back in 3 – 5 days to get the information on how to return the wrong tubing they sent me.
Go with a different provider if you can!

I don’t usually write reviews, but after seeing the horrible ratings Apria has on Unilocal and google, I had to put in my two cents.
One of the things I was really worried about when I was diagnosed with sleep apnea was dealing with a DME supplier. I know most people don’t have great experiences with them, in general. My sleep doctor set me up with Apria and I somehow stumbled on all these bad reviews. I also work in healthcare and I totally understand that being the middle man between patients and insurance companies can be a challenge, so I took this with a grain of salt. However, I was a little worried because I wanted to start my CPAP therapy right away with as few obstacles as possible
Within 6 days of my doctor telling me that he sent my paperwork, I received a call from an easy to understand gentlemen that said my CPAP was ready to pick-​up and I could pick it up anytime during their normal business hours (until 6pm). He repeated the hours and address many times and also told me that I wouldn’t be getting personal instruction on how to use it but if I wanted to, I would need to make an appointment. I was totally fine with this and just reading the instructions.
I showed up to Apria around 5 pm and waited for them to get my order together. The woman at the front desk was very nice and we chatted while I waited. I expected to just pick up my order and leave but instead was taken to the back and another woman went in great detail about how to use my machine. I told her I wasn’t expecting personal instruction but she still wanted to anyway since it was my first time using it. It was obvious she had a stressful day so I was really appreciative of the extra time she took to help me.
I used my machine for a few weeks but realized that my mask wasn’t working out too well. I decided to show up randomly after work without any major expectations of getting it figured out. I realized that their walk in hours on Tues & Thurs are limited and I was coming in way past the cut off time. I didn’t make an appointment so I had no problem coming back another time, but I got lucky and the gentlemen who needed to be there to help me out just happened to be free. They didn’t make any fuss at all about squeezing me in and were extremely friendly and accomodating about the whole situation. I left pleasantly surprised with new mask in hand.
I’m not sure if I’ve just gotten lucky compared to these other reviewers, but my experience has thus far been stellar with Apria. I am horrible with names and I wish I could name the people that helped me because they were so awesome. I also called on one occasion and I connected directly with someone from the Redmond location. Not sure what all these people are talking about with long hold times and foreign people who can’t speak English.
I am writing this so that any new customers/​newbie CPAP users like myself won’t be so worried in the future about using Apria.

This company has the worst customer service. I was on hold for over 40 minutes. I am forced to use this company because of my health insurance. I would never recommend this company. They sent supplies that I never ordered nor never received. I could not get them to reverse the charges. I finally filed a complaint with the attorney general office.

This is for the Apria system as a whole, not for the Redmond store (where I have received excellent service before, or for the former location in Everett where I also received excellent service).
My main frustration? Just trying to find a freaking phone number. If you have Group Health, this apparently takes like three phone calls. The first lady was pleasant, but after telling her I wanted CPAP materials and her verifying all my information, she told me I had to call a different number. (Why put me through all that if you aren’t the right number?). At least she transferred me to the second number, but… after going through all the information they told me that Group Health customers had to all a DIFFERENT number. WHAT? So after getting transferred again (to a number that didn’t apparently work), I finally got through to the right number.
Why is this so blooming hard? Just publish a list of phone numbers under the Redmond location and tell us where we «really» have to go now. (Last time I got supplies I could get them at the Redmond location, now apparently they have to mail everything… but there’s nothing I saw on the website that told me that).
To save Group Health members some time, call 800.731.3409 for supplies. And be prepared for it to take a week apparently.

This I had posted on Feb 27^th, 2015, but since I had given both the name and phone number of the Apria the Redmond «chief» so others could complain to him, I had not observed guidelines and this was taken off general viewing. So… here is what is acceptable. Then read the last update of my Apria saga.
This is AGAIN Cathy Miler who may have removed the Aprian noose!!! Is Mirabile dictu too optimistic? Thursday, Feb 26^th after the umteenth missed appt I had had it (see below). Contacted my pulmonologist who, bless his heart, put me in contact with the GHC Liaison with Pulmonary contracts AND, then, the Redmond Branch Manager, the vilely incompetent branch that everyone justifiably hates. I refused all offers to «sit down and let us help you resolve this unfortunate situation for which we are so very, very sorry with sugar on top.» and insisted I be transferred to Norcon, another GHC contracted provider for GHC and which seems to have good reviews, even on Unilocal.
Took a bit of e-​mailing, refusals and demands for monetary compensation, plus a threat of a «breathe-​in» in front of GHC and Apria – and I was transferred to Norco, which is more expensive but much, much more accommodating.

This review is for this location of Apria, and not Apria as a whole.
Surprisingly, I didn’t have a terrible experience. It wasn’t great (I had to wait in the lobby for 30 minutes), but it wasn’t terrible. The staff was all very friendly. They were out of heated tubing for my CPAP machine and said they’d mail it to me – they did, and I received it the very next day.
I also requested a different mask than the one that they had originally packed up for me. No questions asked, they grabbed the mask I wanted.
I haven’t dealt with billing or reordering supplies yet, but hopefully I have the same type of experience, minus the 30 minute wait.

Worst customer service ever. Placed an order with them and I never received it. I called to inquire and was literally on hold for over 30 minutes before they could give me an answer about it. My prescription for supplies had expired and that was why I didn’t receive my order. They were never going to tell me this without me calling about it and dealing with that unreasonable wait time. They were not apologetic at all. I will NEVER use these guys again.

If I could do zero stars, that’s what they’d get. My CPAP stopped working and I have called everyday for 4 days to get it repaired. No call back. Now they have to deal with a very grumpy customer with no sleep!

In December I was provided a CPAP machine. I’ve been having trouble sleeping with it and have called 4 times to speak to someone about what I can do. No one has ever called me back. But boy, last time I called, they sure were quick to ask if I wanted to pay my bill.

If you can, AVOID USING APRIA.
My family needed a commode for a terminally ill family member. A commode was ordered and delivered, yet without a pail, making the commode completely useless. Was on hold with Apria Customer Service for 45 minutes before giving up. Another family member tried the next day and was promised that UPS would contact us to deliver the pail. Two days later, a hospice nurse had to call again and was told that my family was trying to get a second pail! We finally got one several days later. We don’t need this stress and frustration and neither do any other families in similar situations. We refuse to use Apria ever again. Why does Group Health even use them? Everyone else I’ve ever talked to has said they too have not been happy with Apria.

Really awful customer service experience.
1) They were supposed to call me to schedule the pick up of my machine, then call my doctor with results. Neither happened until I reached out to them. 2) When I went in for my appointment, I had to wait as the person in charge of demonstrating the equipment was helping someone else… um, isn’t that why I scheduled an appointment? 3) The tech who showed me how to use my equipment was helpful. 4) I dropped off the machine and called my doctor over a week later for results, they hadn’t heard anything from Apria.

Changed from Lincare to Apria as service was so bad and rude there. But unfortuately Apria is hardly better. When in for appointment, observed 2 customers being rude to, plus incorrect equipment had been given out to them and the wrong appointment times. Today tried to get my machine fixed and went through phone hell, being redirected several times. If anyone can start up a new respiratory business option I would certainly try it!

Shockingly irresponsible.
Deliberately incompetent.
Knowingly delivered defective equipment, and I have witnesses.
Would not be surprised to see civil lawsuit in the near future.
Corporate office: (800) 260‑8808

Like many others, I would give a zero if I could. Negative 2 would be better. Absolutely the worst customer service in the world. Yes, worst than Comcast. For some reason the oxygen scheduling option is not the correct option to schedule oxygen pick-​up. Customer service is the option. But of course there IS no customer service option. Then they transfer you, you wait another 45 minutes, then the customer service rep says I need to call another number. That number takes me to a recording of a woman that gives me ANOTHER number to call. And her accent is so heavy I cannot make out the last two numbers so after 74 minutes on the phone, I am no closer to getting my appt. Not sure how any company can care less about customer service than Apria does. Crapria.

Terrible customer service… They were supposed to call me on 2 separate occasions to schedule appointments. Didn’t call me either time. When I called them (called 3 times, first 2 times I left voicemails which I never got a return call from) they said they had no record of me from Group Health. Took her 20 minutes to figure it out.
When I finally went in for my appointment, they kept me waiting for about 45 minutes.
Terrible company to deal with, but the only Group Health option if you have sleep apnea.

Customer service horrible. I hate sitting on hold for1 hour on 3 seperate occassions and giving up. aptia cust service bad bad bad

I wish there was an option for ZERO stars!!!
This company is horrible to deal with! And if you work for Microsoft the insurance issues are an utter nightmare. If you pay your medical bills through the Microsoft system, they will refuse to apply the payments because the payments are not from the patient. THEN they send you to collections and there is nothing you can do except pay TWICE. WORST. COMPANY. EVER!!!

This was not the worst customer service I have ever had. I only wanted the fax number and waited on hold for 15 minutes. If you are trying to reach them for the fax let me help you out.
FAX 425−895−3865 Redmond Apria
Good Luck.

My insurance forced me to drive the almost-​hour from my Seattle home, through the toxic Microsoft region, to northeast nowhere, to get my CPAP machine. Having read the negative reviews preceding this one, I dreaded the trip.
But surprise! I was greeted politely, was seen promptly at the arranged time. Bob, the technician/​expert was incredibly friendly and knowledgeable as he went through the use & care of the boxes & tubes, and the details of the insurance procedures. He even showed me mask-​alternatives that the prescribing MD had not even mentioned, and were far superior. Six stars for Bob! I took one off for the facility, because of its horrible inconvenient location.
Note: I have not yet had any billing or reimbursement interactions with Apria, will update — plus or minus, based on what happens.

These guys are HORRIBLE, do not use them ever (when possible).
Really disappointed with the service of Apria and their willingness/​ability to work with me on the pricing of a rented breast pump after my insurance denied the claim. Was told that they could not offer me the self-​pay pricing because I agreed to the higher price when I tried to have it go through my insurance. This choice was never explained to me at the time nor during any of the numerous phone calls over the past 1.5 years to try and get the issue resolved.