Apria Healthcare

Customer service fail
Called me during the dinner hour. I assumed she mentioned the business name, but I couldn’t hear over my loud children. Then the following (paraphrased)…
Rep: «I am calling to confirm an order for your father. I need his birthdate.»
Me: «I can’t recall off the top of my head»
Rep: «Then I can’t confirm the order»
Me: «Order for what?»
Rep: «I can’t tell you without his birthdate»
Me: «okay. Bye»
What sort of person on the phone demands personal information without disclosing the nature of the business? And calling off-​business hours? Sure, let me give you his social security number and 2 major credits cards!
Seemed like a scam to me, so I hung up. Only after I did a Google search for the phone number did I trace it back to Apria.
Customer service fail. Fail fail fail. Super fail.

Would give Zero Stars if that were possible. Have been going back and forth with this company trying to get a traveler nebulizer. First two weeks was trying to convince them that I had insurance and they are contracted with them. Finally had my insurance do a conference call and they explained that I met my deductible, have coverage and would only be responsible for 10% of the co-​insurance, and that they are a contracted provider. Roberto asked the same questions over and over and my insurance could not explain it any clearer. Call done and 10 minutes later Roberto calls me saying that I Have to pay the full amount because I have not met my deductible. Another conference and now I refuse to deal with Roberto anymore. He had called me the first week on a Friday, 5:30 pm to tell me that I only have dental coverage with my Insurance. Then tells me I have to call the Insurance myself and confirm coverage ??? and being after 5 on a Friday, there is nothing I can do until Monday.
What drives me crazy about dealing with Apria is that there is no direct line to call people back. You have to go thru the choose option tree, then you have to give your name, zip code and birthdate and then when they locate your file, more questions address, phone number, about proving you are you. Then they read the file and decide they need to transfer you, more time on hold, then the new person asks you all the same questions all over again.
Week 3 finally got all straightened out with my insurance — they kept asking me what number I was calling and confirmed they were calling the same number — so I don’t understand why they had so much difficulty. Then I was asked for payment first time it was $ 15. Then Told the machine ordered was not available ??? 5 or 6 more phone calls the last one telling me I have to go pick it up and they close at 5. So now I expected to take time off work and drive an hour??? Told them no. 4 more phone calls. Different machine. Different co pay. Now $ 11 and they will call me back about getting it to me.
So I have been getting calls from «unknown» numbers Ranging from Fargo, North Dakota, Lake Forest, Ca, and just plain unknown which all turn out being Apria calling me back and they leave useless messages that just say «this is Apria, call us back». No name No extension. I still after 3 weeks do not have my nebulizer I purchased an aero chamber for $ 11 on Amazon which arrived in 48 hours and that helped get me thru my asthma crisis.
Cannot understand how they stay in business at all.
Coming up on 4, weeks since my doctors office sent them the RX — which they also had issues with saying that it was not written correctly or signed — so the doctors office laid into them after a week of that nonsense
And still no nebulizer

Hate this company. I’ve waited more than 3 months for a walker. A WALKER. I can’t walk without a walker. My old one broke, hence I CANT WALK. For 3 months they have ignored me, refused to help, cancelled my order over and over again, which always results in a 10 day restart to my application. Medicare has paid them. My insurance has paid them. I’ve paid them. Why does it take more than 3 months to get necessary medical equipment???

Kaiser sleep lab said they would order my CPAP. They said I could pick it up in 3 days at Kaiser. When I didn’t hear back, Kaiser gave me a number to call and an order ID. That number was for parts, not the machine. They took forever to find my record, but couldn’t seem to tell what was going on. After endless questions and being put on hold, I was transferred to CPAP machines, ot just parts. Again, a billion questions to find that I needed to talk to the Kaiser CPAP machine helpdesk. I was on hold forever. Then the same billion questions only to find that they didn’t have any idea what was going on. They said I had to come to the Apria Branch to pick it up. They didn’t tell me which branch, I had to ask. They gave me a non-​existent address in San Francisco, because the branch is in South San Francisco, a much farther drive. I’m supposed to pick it up tomorrow. Wish me luck.

Got a call on Monday to come into the South City office to pick up my new BiPap machine through Kaiser. The appointment was scheduled for 11 AM today. I was sitting for less than one minute when Edleen came and got me. She explained the use of the machine fully and I was out of there in 15 minutes. I had used another machine previously so I knew most of the information. She was very pleasant and couldn’t have been nicer. The nasty reviews are here make no sense. I have had other dealings with Apria and they couldn’t have been nicer or more helpful.

I came to pick up my CPAP machine that I ordered through my hospital. Not a lot of parking on the street but if you continue past the front of the building there are a few spots available on the side of the building. Since parking was weak I’ll take away a half star. (I know, you can’t really do that… But I’m not done!)
When I came in I was immediately greeted by the receptionist and she was very helpful. I was told I could pick it up immediately but I had to wait about 10mins while, I’m assuming, they had to gather my stuff in the warehouse. Because of that I took another ½ star off. (My time is precious! Precious I tell you! Muahahha!!)
Aside from that it was a fairly pleasant and easy going affair! They also gave me all my stuff in a box making it easy to deal with.

I was surprised to find my credit card billed for one month use of the equipment. They did not bother to bill my insurance. When I called about the bill I was connected to a person in MANILA. The connection was so bad that I could barely hear through the static, I finally gave up on that call. I was concerned that the humidifier was not working properly and was assured over the phone that the equipment was «very sensitive» and was working properly. I changed companies, my humidifier is now working properly (it was not working correctly with the one from Apria).

Worst service ever. I wish I could give negative stars. They where supposed to deliever my wife’s breast pump the day she was dischared from the hospital. I called them the next day and they seemed not to know anything. I was told that a customer service representative would call me back. They never called back. It took a week of me calling them to get it. Then when I finally received the pump thry accidentally delivered a second one the next day. A breast pump is a time sensitive thing, if a women stops pumping, her breast milk can stope. Which is what happened to my wife, and it is all Apria’s fault. I sent tried to send both pumps back the following week. But of course that was even harder to do. After a couple of weeks the pumps were returned to Apria. Now (5 – 6) weeks later they sent me a letter stateing that i still have a pump and they are going to charge me. Tried calling them to clear this up, but was unsuccessful. I was on the phone for an hour and then i was hung up on.

Atrocious service. Equipment has not been delivered. depsite multiple promises and guarantees. I have been on hold for hours.

It’s been over a week and I have a prescription for a knee scooter for my broken leg. I have not gotten anywhere with Apria they seem so far to be a disorganized awful company. This would come in so handy because I have TWO small children one who is an infant. I will probably have to end up paying out of pocket to rent one somewhere.
Update. I wish I could give this place ZERO stars. I finally received my knee scooter 3 weeks later (cast came off 2 weeks after) I had paid my copay long before which in turn it would have been cheaper to buy one at
. They billed my insurance 1,000 for something that’s 180 online. should have done my research. Apria is a scam and slow with HORRIBLE customer service. Literally the worst. I genuinely feel terrible for people who have to use them for cpap machines. I hope you have other options. Save yourself the time and money and go with another company.

I spent over an hour on the phone with a very nice person ordering a wheelchair for my mother who is arriving today after a terrible car accident. Delivery was confirmed for yesterday evening. The delivery never arrived so this morning, I called again and was told that Apria doesn’t accept my mother’s insurance and that the order should have been denied. But it wasn’t. And now I am in a terrible position and the customer service people at Apria told me, sorry! nothing they could do! This should be illegal. DO NOT DEAL WITH THESE PEOPLE.

Worst service I’ve ever received.
Long story short: They said they would deliver a neck traction device by a certain time, and failed. I called them, they said they’d sent it again, and failed. I called them, they said they were so sorry, would send again, and failed. I called them a FOURTH time, and they finally delivered the device. 4 times! It took weeks to get to me!
I just now received a bill from them, because apparently my device was a rental. Not one person ever told me it was a rental, so I called to question it. The service rep kept saying that she couldn’t do anything about the charge, as the «notes» said that someone talked to me about my bill being a co-​pay for 30 days (not true, nobody ever mentioned recurring charges.)
She said she couldn’t remove the charge because it was a valid charge and the item was in my possession, even though I hadn’t used it for weeks. Apparently I’m supposed to return it to the local branch, which is a 20 minute drive away.
I didn’t do research before Kaiser (shame on them for using these guys) ordered my device. Had I done research, I would have cancelled the order. They don’t have to be competent because they are getting paid by big corporation.
Shameful.

This is an INaccurate rating It should be MINUS 5. The company is awful, only the mafia might be worse (though much more efficient) and the employees, nice but thoroughly incompetent. Expect to waste a great deal of time, have them quote you wrong information and be virtually inaccessible through the worst phone system ever. Medicare requires you use them which I presume is due to either low prices or actual corruption.
By the way, this is BY FAR, the most negative review I have ever written with most of my reviews quite positive. Be warned.

If you can find anyone else, try them. They miss appointments more often than they make appointments, so you’re sitting around waiting for no reason. Then you have to call them back to schedule another pick up, which will also never arrive. Why should they pick up when they can keep on billing you?
I am still waiting to get them to do a pick up.

DO NOT BELIEVE ANYONE WHO GIVES APRIA MORE THAN ONE STAR!
I was supposed to purchase a CPAP machine but Apria surreptitiously rented one to me. Shame on them! My VISA card was suddenly being charged monthly for almost $ 100 for rental fees and a co-​pay. THESE CHARGES WERE NEVER AUTHORIZED BY ME and I never signed a rental agreement! When I picked up my CPAP machine I paid Apria over $ 400 (my insurance co-​pay, I thought). That was supposed to be it. Now I have a fight on my hands with my credit card company and with Apria, local consumer (TV) help groups, and the BBB attempting to get my co-​pay and rental fees refunded. Swell.
There is no way to give Apria zero or negative stars, unfortunately. This company is absolutely horrible and impossible to deal with. Customer service is non-​existent; dealing with them on the phone — if and when you do manage to get through to someone — is fruitless. Dealing with Apria’s phone menus, terrible phone connections, incredible wait times on hold, or trying to talk to someone in their local office (in my case, South San Francisco) is absolutely impossible — one always gets transferred to some call center somewhere, including foreign countries. Talk about cheap business tactics! I have seen a lot of people blithely walking around their SSF office, but direct phone conversations between the local Apria reps and customers must frighten them. Apria’s telephone assistance practices are deplorable.
Returning the machine was even more of a hassle than I could ever imagine. After a half-​hour and reams of paperwork, I gave up, left the machine in their possession, and just left.
The general lack of care or concern by Apria representatives have made me realize that Apria is not a company I will conduct business with ever again.

In a word: atrocious.
In more words: anti-​customer service. I dearly wish I could give them negative stars — they are *that* bad. The reason they get so many horrid reviews yet manage to stay in business is due to the fact that they are deeply in the pockets of most large healthcare providers. It sucks, and there doesn’t seem to be anything that can be done about it.

1 Star because 0 stars is not an option. This is one of the most frustrating companies I have ever dealt with. I’d rather call Comcast.
My supplies, which were supposed to be automatically mailed every month, arrive whenever, in 1 – 6 month bundles, with no order behind what I get. I just have to hope I get my stuff eventually.
They have the worst call center. Every time I call is a 30 min wait. The last time I called, I don’t think the call taker knew what kind of company Apria even was. I had to repeat the answer to every question at least 3 times.
This company is bottom-​of-​the-​barrel in every way (offices, online service, telephone service). If you have the option to deal with any other provider, go elsewhere (my last insurance used another provider and they were fantastic, so it can be done).

Oxygen was ordered two days ago. They were a no show no call. When I called customer service she found the order that was ordered two days ago. She kept me on the phone as she hummed and clicked her computer keys. She told me I’d receive my oxygen concentrator and liquid oxygen today. I don’t understand how this company is continued to receive contracts from the health community. I’ve gad them over the years and NOTHING gets better. They consistently have poor or lousy follow through:-(:-(:-(

So many people have so eloquently described the abyss that is Apria that I’m not going to spend too much time repeating what others have said. We (both my husband and I needed similar supplies) had horrible experiences. His took three months, mine took a week but was wrong. I’d say I’ve put in a minimum of ten hours phone plus two 15 mile trips and a total of four hours waiting in an office. I spend about an hour a day now trying to correct the error on my account.
They make the DMV seem warm and fuzzy.

I just started using one of Apria’s products and after 2 weeks of navigating their phone system and lack of customer service, I am ready to find a new company.
Issues include wrong order, respiratory therapist who doesn’t call back, incomplete second order, a phone system that is impossible to navigate. I feel sorry for the front end receptionists who have deal with our frustrations.