Apria Healthcare Group can trace its roots back to 1924 when they were called Abbey Medical.
Apria Healthcare Group is the United States’ leading home healthcare group. In the company’s last year as an independent company, 2007, it had a total revenue of $2.1 billion and traded on the New York Stock Exchange under the ticker symbol AHG.
In 2008 Apria was acquired by The Blackstone Group in a $1.7 billion deal.
Today Apria Healthcare provides oxygen, ventilators, nebulizers, sleep monitoring equipment and medication, and home medical equipment to patients with respiratory conditions such as sleep apnea, emphysema, and negative pressure wound therapy. The company is #848 in the Fortune 1000.
Consumer Reports states that the demand for medical equipment rental and home health services will increase tremendously by 2024, and notes Apria is one of the largest suppliers of oxygen and other supplies in the US.
Headquarters for Apria remain in Lake Forest, California.
Apria Healthcare Group
Apria Healthcare Group can trace its roots back to 1924 when they were called Abbey Medical.
Apria Healthcare Group is the United States’ leading home healthcare group. In the company’s last year as an independent company, 2007, it had a total revenue of $2.1 billion and traded on the New York Stock Exchange under the ticker symbol AHG.
History
In 2008 Apria was acquired by The Blackstone Group in a $1.7 billion deal.
Today Apria Healthcare provides oxygen, ventilators, nebulizers, sleep monitoring equipment and medication, and home medical equipment to patients with respiratory conditions such as sleep apnea, emphysema, and negative pressure wound therapy. The company is #848 in the Fortune 1000. Consumer Reports states that the demand for medical equipment rental and home health services will increase tremendously by 2024, and notes Apria is one of the largest suppliers of oxygen and other supplies in the US.
Headquarters for Apria remain in Lake Forest, California.
I submitted information for employment can you respond to the available I need to find my self working to support my family can you respond .. call 818-886-XXXX
call cell 818-335-XXXX
wade.brandimore@ gmail.com
Glad to see I am not the only one who has had major issues with this company. Three years ago I had an accident concentrator that I called for them to pick up six months later they still have that picked it up after multiple phone calls of course this was at the beginning of the year and I have not met my deductible so they were trying to charge me out-of-pocket for it also turn me over to a collection agency. Now I’m having another issue with them my daughter stayed with me for a while after a major surgery meeting a hospital bed I have spent three hours on the phone trying to get them to pick up this bad you were supposed to call They never called he showed up unfortunately I was not home and they had called I could’ve made arrangements to be here it is now 10 PM central standard time I have made six calls today and find out when the stand is going to be picked up and I get the same answer every time we don’t know we don’t give you a time I told him in no uncertain terms of this bed was not picked up today I was gonna push it in the driveway garbagemen come pick it up tomorrow This is the worst company for customer service and communication but boy if you got a co-pay they want their money upfront I am not through with this I will be on the phone to their headquarters and I’m staying on their phone till I speak to the CEO and if they don’t put me through I’ll just keep coming back and then I’m going to call Humana and United healthcare and let them know what terrible service their clients are receiving from this company
BY FAR THE WORST CUSTOMER SERVICE OF ANY COMPANY WITH WHOM IVE EVER DONE BUSINESS!! Very difficult to understand the speech of the representatives. Calls are “suddenly” disconnected and/or transferred around to others then having to explain situation all over again. WILL BE LOOKING FOR NEW SUPPLIER
MY BIPAP machine broke 7 days ago, I have been working on getting a replacement for 7 days. As of today still no farther ahead. I am in the Health Care Business. Apria outsources the customer service and benefits and eligibility to the Philippines. In the last 5 days of working on replacement therapy I have called them no less that 25 times in the last 5 days. I have difficulty understanding the Philippines accent. I have requested that my call be expedited at least 12 times. 4 days after the initial request Apria came back and said that the doctor did not put it on the right form. Shame on YOU APRIA for #1 outsourcing to the Philippines. The customer service is so horrific, this has been a nightmare. Customer Service has LIED to me consistently. APRIA IS A DESPICABLE piss poor company.
This company needs to be reported to the BBB, go viral, whatever to get the word out about how bad the service is.
Absolutely the worst company I have ever dealt with in my over 35 years in the medical field. I am filing a formal complaint with the insurance Commissioner. I have already filed a formal complaint re Apria with my insurance carrier. I will also be sending all information re my case to Medicare to make them aware of the unethical billing practices. I read the other complaints about unauthorized charges and poor customer service- PLEASE file complaints with your insurance carrier, the Insurance Commissioner, and notify Medicare even if you are not enrolled in Medicare- the more who file formal complaints- the more hope of resolution in shutting down this company as a provider. I work for 1 of 4 large skilled nursing facilities and have made every effort to ensure that the company never uses Apria for the DME. I will also continue to ensure the thousands of people that I come in contact with annually- do not use Apria. I intend to continue to follow up on the unethical and fraudulent billing practices until I receive reimbursement from the time I have lost from life by spending hours on the phone with this company. .Having spent most of my 35 plus years in the administrative end of medical services-, I am completely aware on how to file a formal complaint, and I intend to continue to file formal complaints to every commission I can find until something is done. I encourage everyone to do so as well. I worry for the elder population who may not know how to file a formal complaint….so sad that Apria is getting away with this….just terrible. I am committed to bringing awareness…by filing formal complaints through legal channels.
Thank you for the information. We have been lied to, harassed, and all because of their mistakes. Elder folks have enough to worry about when they cannot breathe, and this company seems to prey upon them.
Just spent over an hour of time trying to find out an estimated delivery time for oxygen today. Got cut off after the first 12 minutes of holding. Called again and was on hold for another 15, then transferred to another agent who put me on hold. Finally answered and informed me I had no delivery scheduled today—made it last week for today. Worst customer service I’ve ever dealt with. I’ve placed orders that have never been processed, deliveries show up with wrong amounts, some very rude delivery people. I’m switching ASAP!!!!
To the Apria CEO, Dan Starck,
WORST COMPANY I HAVE EVER HAD TO DEAL WITH. Apria charged my credit back on February 8, 2019. This was an unapproved charge. From February 11, 2019 up to today, May 13, 2019 I have made numerous calls to the Billing Department to get this reversed or a refund check sent to me. As you must be aware I have been dealing with people not even from the United States who could care less, are rude, incompetent, refused to transfer me to a supervisor and overall have poor customer service. When I have tried to contact Corporate Headquarters, it’s automated and you can’t even contact your workplace. Gil in the Billing Department said he was processing the refund today and that it was going to take up to four weeks. FOUR WEEKS!!!!!!! I have contacted the so called ‘Resolution Department’ on March 28, 2019 and was told that it was processing and that it would take 30 – 45 days. Well DAN, the 45 days has passed and today I’m told it’s going to take 30 days. That’s BULLSH*T and I’m demanding a refund NOW. How can your company stay business? I hope you have the guts to contact me. I would really like to have chat with you.
Another dissatisfied customer that is stuck doing business with Apria.
Kimberley Phillips
Do not due business with this company they route all their calls to the Philippines. They refuse to transfer you back to the USA or speak to local office. I was told to drive there if I wanted to speak to someone local. Refused to transfer me to a supervisor rude condescending could not understand anything they said. The step an appoint with out checking with the patient and it took me 2hrs on the phone to cancel entire order. Do not due business with company that ships jobs over seas
It would help if you use proper English for God sake. It is “do not do business” rather than “do not due business”
This company is HORRIBLE! I will continue to request all my family and friends to request ANOTHER supplier for their durable goods! They failed to send in a request to pick up an item after a family member passed and then say, “oops”. Then send a bill and charge an old credit card, not even authorized for this current account, on the same day they sent their bill but yet say it’s not due for a month. After 2 full days of calls and being on HOOOOLLLLDDDD, I’m finally told I have to return the item. I do so and then told by the place that it was a purchase and they cannot accept it. They finally override the system, accept it and it was entered as “returned”, no balance and refund to me due. Now, I get charged again for the SAME $700. plus I receive a collection notice all a week before the actual bill was due. Plus, I never received my refund. These people are horrible and for a company with a revenue of over $1.7 billion I can see why!
Put the word out people, if you are not happy, SAY SOMETHING! Tell your doctor, tell your insurance to go with another company! And call Apria AND your bank and fight with them to make it right. I haven’t heard back from Apria but thank the good Lord for social media because in the midst of grieving no one should have to deal with their unprofessionalism and unauthorized billing practices.
Apria Health Care has the worst customer I have ever dealt with. From other comments and reviews I have read, I am not the only one who feels this way. My sister who is on oxygen and CPAP stopped using Apria because of all her issues.
After many years I developed an allergy to silicone. I called the Apria order line and no one was able to help me with finding a mask that did not have silicone. Finally I was told about a blue cloth mask that fits over your nose. I was also sent new masks and tubing. The blue mask leaks. I could not connect the mask to the hose. After many phone calls I figured out myself that I was missing an elbow. A simple solution. Since July no one had been able to figure that out. I called Apria today and after many phone calls and many different people found out that the store by me in Albany only carries full kits. It will take 4 to 6 weeks to get an elbow. That is ridiculous. This is weeks of very poor customer service. I am going to find another company to deal with. Two of my friends have CPAP machines and have no issues getting supplies or talking to people who are competent.
If possible, I would Apria a half star, not a full star.
Margaret Vary
I wish to file a complaint against your Wichita Kansas office. I ordered a nitro walker which is the top-of-the-line of Walker almost a year ago. I found out that that person here ordered me a short walker. I complained that the Walker was too short. I was told that this was the Walker that could be ordered. I have found out that this was not so. This Walker was paid by my insurance and I paid my co-pay . After waiting five weeks and ordering a different walker I now find out that you could not even get this Walker any longer. I really object to this service which was very poor. I was told they don’t make the walkers anymore which is not true they are made all the time. I feel your company is very poor and I feel you owe me a walker. I am 5 foot six and I would like the nitro walker. I have notified my insurance that they paid for a walker that was not fitted for my size and it will not meet with a new one. I had a script which has been returned and was willing to pay the co-pay again. This service was totally uncalled for. If anyone ever asked me what I think of Apri healthcare I’m sure I will tell them of the service I received I received from your company.
Has anyone considered initiating a class action lawsuit against Apria Healthcare to remedy all of these issues? Representatives of the company pass the buck when attempts to resolve issues are made by customers! This is totally unacceptable! Apria must be held accountable! If anyone knows of a class action lawsuit already in existence, please let me know so I can get on board! Otherwise, if anyone has any experience with the avenues to take to start one, I’d love to hear about that also! ENOUGH IS ENOUGH! After just speaking to someone at the corporate office who declined to provide me with her name but told me….and I quote….”I’m very busy. Let me transfer you”….then proceeded to connect me directly back to the representative that I had just spoken to in Manila Philippines, I HAVE HAD ENOUGH! Perhaps a court summons will assist them in providing their customers with the service they deserve!
I would join in
Apria is the worst home health company ever! I have received my oxygen and BiPap supplies from them for 11 years. Their branch employees are wonderful and helpful, but their customer service is horrendous! Their billing is the worst I’ve ever seen. I’ve spent many hours on the phone with them trying to work out messes they’ve made trying to overcharge me. I have been brought to tears on more than one occasion from the frustration and stress of dealing with this God-forsaken company. All this while dealing with respiratory issues. Just today, I spent almost 3 hours on the phone with them disputing charges that should have been covered under my insurance, but for the fact they used the wrong “service date”. I spoke to two people in the Philippines (could not understand them well) and one lady here in the US who was no help. How dare they prey on vulnerable people with severe health conditions who cannot spend hours on the phone arguing over their fraudulent ways! They hope people will get tired and just pay them what their bill, even if it’s wrong. They have also charged my debit card without authorization for the rental of my concentrator. Who do these people think they are?
I agree, there needs to be a class-action lawsuit against this company and I’d be willing to be part of it.
I would join to
I have a lot of probpems with them even when i call with my Insurance here tell me $ooo. Balance in 2 month there call again
and want money
What a joke this complaint section is. Your answer to any or all is only one thing. This being WE ARE SORRY!!!! The end result to this is nothing will be done to correct any problem so as a customer just live with it or go somewhere else. We don’t need or want to hear from you. I must say I am sorry for saying this to you and you can rest assured that I will do nothing about it.
Hello,
Apria has been giving me the run around for weeks now. I’m waiting for a CPAP machine. They acknowledge they have the prescription. They acknowledge they don’t know why it’s taking this long. They blame their “Processing team”. No one there knows where the “processing team” physical is. They acknowledge the “processing team” doesn’t punctually open their emails, even intra office emails. On Feb. 8 they told me I’d be getting a phone call in 24 hours. Never got a phone call. There customer service department uses headphones so it’s very hard to hear/understand them. They acknowledge the “processing team” has problems filling out Medicare forms. I’ve been kept on hold for 30 minutes then disconnected. I’ve spoken to supervisor upon supervisor upon supervisor. Their team uses “bullet” words and phrases. ie “Escalate”, “sent an email”, “we apologize”. This has been going on since January 15th of this year. Ask your health care provider not to use them.
Apria continues to harass me for collection of a debt, I do NOT owe. I had 3 pieces of equipment from your company, I paid my co-payment, and you billed my insurance company for 7 items. The four false claims were denied-you got your payment for the three items I used.
I believe the issue is that there was a problem twice with a pair of crutches before you got me the correct ones, and reluctantly replaced a defective platform roller crutch and charged me twice for that. You also picked up a rental transport before the pre-arranged pick up date, and charged me for that as well. STOP CALLING ME-I DON’T OWE YOU ANY MONEY AND YOU ARE COMMITTING MEDICARE FRAUD.I AM AN OLD LADY AND DON’T HAVE THE REST OF MY LIFE TRYING TO GET THIS STRAIGHTENED OUT BY BEING ON THE PHONE HOURS WITH YOUR REPRESENTATIVES.
Please have CEO contact me concerning a complaint. It would take too long to go into all the issues I’ve had to endure. Apria’s lack of profressionslism and duty to customers is unforgiving. I await a response to be able to speak to the CEO. So many foreigners trying to handle calls and we can’t understand them. Being turned over to so called”supervisors” just to appease us and time and time again finding out they were not supervisors. Again Apria has costs me money and I need to get this taken care of ASAP
RECIEVED WRONG PRODUCTS. CALLED COMPANY, WAS TOLD NOT COST EFFECTIVE TO RETURN PRODUCTS, CREDIT WOULD BE PLACED ON ACCOUNT. 2 YEARS LATER, NOTICE FROM COLLECTION AGENCY ABOUT FULL AMOUNT OWED FROM THAT ORDER. CALLED APRIA HEALTHCARE. ASKED FOR ORDER DETAILS, GIVEN ALL PART NUMBERS THAT SHOULD HAVE BEEN TAKEN OFF ORDER BECAUSE THEY WERE THE WRONG PARTS. APRIA WILL NOT CLEAR ACCOUNT OR REMOVE FROM COLLECTION STATUS. DO NOT ORDER FROM APRIA HEALTHCARE. YOU WILL RECEIVE THE WRONG PARTS AND YOU WILL BE BILLED FOR THEM. WHEN YOU CALL TO COMPLAIN THEY WILL NOT FIX THE PROBLEM AND YOU WILL BE BILLED FOR THE WRONG PRODUCTS.
I, too, have been sent the wrong items on several occasions. I am also being billed for CPAP rental for several months because Apria either “failed to obtain reauthorization for the machine from my insurance company” or reported to my insurance company that “I am not compliant with machine use”. Not sure which story is accurate as I have heard both over the last few months that’s i have been trying to get this issue resolved! Incidentally, I VERY MUCH compliant with the machine!
CUSTOMER SERVICE IN ASIA APRA IS THE WORST CORPORATE HEALTH CARE IN THE WORLD!!!!!!!! BILLING AND PRODUCT DELIVERY .WRONG PARTS THEY TELL YOU TO TRASH WHAT THEY SENT YOU .THEN YOU GET A CHARGE FROM A CREDIT COLLECTIONS. I WILL DIE BEFORE I WILL EVER USE THIS SERVICE AGAN!!!!!!!!!!
APRA IS THE WORST CORPORATE HEALTH CARE IN THE WORLD!!!!!!!! BILLING AND PRODUCT DELIVERY .WRONG PARTS THEY TELL YOU TO TRASH WHAT THEY SENT YOU .THEN YOU GET A CHARGE FROM A CREDIT COLLECTIONS. I WILL DIE BEFORE I WILL EVER USE THIS SERVICE AGAN!!!!
Call center must be oveseas. Unable to understand rep due to accent. Reps should be fluent in English. Ability to get reliable and prompt service poor
I have used Apria Healthcare for CPAP supplies years without a single problem. Now that its time to replace my machine the service and responses are worse than terrible. When we are dealing with a life threatening condition it also adds a level of civil liability. I ordered a new machine 6 months ago and still Apria has no idea whats going on. All I can get is some customer service representative in or near Japan who can hardly speak english. The first rep says Apria received the script from my doctor in September. We are now one day away from December. This rep transfers me to another rep who them says he can’t find my account and can barely speak english. I then call back and get another rep who tells me they don’t have a script from my doctor which the previous agent even gave me the date the script was received. It is obvious that, from one rep to the next, Apria has no idea whats going on with their patients and are causing emotional, psychological, and physical problems for their patients. Guess this is what happens when they are the lowest bidder on a Medicare/Government contract. Hopefully I will hear from someone from Apria before I have to retain an attorney since I’m kind of a “captive” customer required by my insurance to use your company.
ThaanksYou,
Charles Leggett
SAME HERE SINCE DAY BEFORE THANKSGIVING SAME EXACT ISSUE
Really the Apria Healthcare is absolutely the worst company in the earth because intentionally and illegally they gave in me broken cpap machine and i try to i find someone to help me and intentionally and illegally they ignore me completely for many months now , plus when i asked to gave me their full names , where intentionally and illegally they refuse to gave me their full names , for the purpose to not be able to i file complaints against the employees of the Apria healthcare who they have put their employees to they use the patients illegally for to make to their patients frauds and crimes for the patients health, which the government it is responsible to close the Apria healthcare because they are worthless to have this illegal company
Good morning,
My name is Dale Mattison, I have been an Apria Patient for years now, and normally i have good experiences with customer care but the last three weeks has been totally unacceptable behavior by your representatives, I ordered supplies three weeks ago before i left vacation and have not received anything. I called when i returned and was told that you couldn’t talk to a live agent from insurance company, so I waited and called again today and asked to a supervisor and was hung upon by him. My mask is cleaned everyday and now is turning yellow around the edges, I need my supplies if you can’t supply I will look somewhere else.
I’m going to be speaking with an attorney on Monday. I feel not only is a class action suit warranted but also a HIPPA investigation. They’ve given me someone else bill and information and when trying to alert and correct this…. they only made it worse. I have kept track of the time and names of the recorded calls.
They were pressuring me to give information about myself that wasn’t necessary. They also hung up on me, played games with me in switching me to “supervisor” but The person is not actually a supervisor….. I’m being harassed by them on the phone and threat of collection…..yet it’s not my bill, and it’s not me, but I had the account number they asked for off the bill and was given information about the patient…. that’s not me…. for starters, I’m a female person, and the patient is a Male.
I’m hoping others show interest in the class action. Since being taken over by the big fortune company, profits have skyrocketed, and all customer service is off shore…..
I’m done being messed with, harassed, and treated so poorly by a company I don’t have any business with!
SAME BOAT NO HELP TELL ME MY PRESCRIPTION IS EXPIRED AND WONT HELP NEED MY MACHINE NO SOLUTIONS JUST PROBLEMS HOW DO WE FILE A CLASS ACTION SUIT AGINST THESE BASTARDS
Please let me know if a class action is filed. I will gladly be a part of it.
Mr.DanStarck ceo of Apria – This is the absolutely worst company I have ever had the displeasure of working with in terms of customer service. Absolutely ludicrous policies. The worst wait times I have ever experienced and I work with health care providers all the time. I have been hung up on multiple times. These people do not care about customers, therefore, apparently you do not either. Unfortunately, once you get signed up with Apria, it is hard on people who need the services just to switch and I think you know that. Enjoy your big paychecks while innocent people have to deal with this BS.
Dear Apria Coporate Leadership,
Plz contact me asap. Thanks.
VERY Unsatisfied Customer.
SINCERELY,
Ms. Hines
DEAR APRIA, UNFORTUNATELY, THIS IS A LETTER OF COMPLAINT. I HAVE BEEN A CUSTOMER OF APRIA FOR @ FOUR YEARS NOW. MOST OF THE TIME I’VE HAD POSITIVE EXPERIENCES. BUT, THERE HAVE BEEN A FEW VERY FRUSTRATING TIMES, MOSTLY IN DEALING WITH YOUR CUSTOMER SERVICE REPRESENTATIVES. LAST MONTH WAS ONE OF THOSE TIMES. I UTILIZE THE SWIFT BELLA EAR LOOPS INSTEAD OF THE USUAL HEADGEAR FOR MY C-PAP MACHINE. I HAVE A BIRTH DEFECT AND THE LOOPS ARE EASIER FOR ME TO USE. I AM ENTITLED TO NEW LOOPS EVERY SIX MONTHS. MEDICAID PAYS FOR THEM. DUE TO THE INCOMPETENCE OF A COUPLE OF YOUR CUST. SERV. REPS. I HAVE TO WAIT UNTIL AUGUST 21ST TO ORDER MY LOOPS INSTEAD OF IN JULY, WHEN I WAS DUE THEM. A COUPLE OF YOUR REPS. WERE DISAGREEING, AND, AT TIMES, ARGUING WITH ME, QUESTIONING THE FACT THAT I HAVE MEDICAID. I HAVE BOTH MEDICARE AND MEDICAID AND HAVE HAD FROM THE BEGINNING. I BECAME SO FRUSTRATED THAT I HAD TO ASK TO SPEAK W/ A SUPERVISOR. LUCKILY, THINGS GOT STRAIGHTENED OUT. I TRULY BELIEVE THAT YOUR REPS. NEED MORE TRAINING IN CUSTOMER RELATIONS AND RESPECT. PERHAPS, APRIA SHOULD DO WHAT DISCOVER CARD DOES AND HIRE AMERICAN-BASED REPS. FOR THIS INCONVENIENCE I FEEL APRIA SHOULD SEND ME NEW LOOPS GRATIS. MINE ARE ALL STRETCHED OUT AND CAUSE THE NOSE PILLOWS TO LEAK AIR, MAKING MY SLEEP INTERRUPTED DURING THE NIGHT. IF THERE CONTINUES TO BE PROBLEMS , I WILL CONSIDER CONTACTING THE DEPT. OF HEALTH AND HUMAN SERVS. AND FILE A FORMAL COMPLAINT. THANK YOU. SANDRA L. GINTER
JULY 11, 2017
ATTN: DAN STARCK, CEO
I WOULD LIKE TO SPEAK WITH DAN STARCK THE COMPANY……..
THIS COMPANY IS THE WORST. I’VE BEEN DEALING WITH THEM SINCE 2010.
EVERY TIME I DEAL WITH THEM IT IS A NIGHTMARE—(I’M NOT KIDDING).
I ORDERED 4 NEBULIZER CUPS AND 4 FILTERS ON MARCH 14, 2017 AND IT TOOK ME OVER 3 MONTHS TO RECEIVE THE NEBULIZER CUPS. I STILL HAVEN’T RECEIVED THE NEBULIZER FILTERS.
THEY NEVER GET THE ORDER RIGHT—THEY OFFER UP ANY EXCUSE TO NOT SERVICE THEIR CUSTOMERS.
DO NOT USE APRIA HEALTH–IT’S NOT APRIAHEALTHCARE BECAUSE THEY DON’T CARE. ALL THEY CARE ABOUT IS GETTING THEIR MONEY.
My 2 year old daughter has half a heart and is traveling from California to Boston for medical purposes next Monday. Apria has had a prescription order for a 2 portable oxygen concentrator with 16 backup batteries as well as oxygen tanks to be delivered to the hotel upon arrival. Although approved by our insurance company, Apria has failed to deliver the equipment and fulfill the order. The doctors have called too many times and I as her mother have spent countless hours on the phone transferred from department to department to supervisor to supervisor and no one seems like they can help. I want you to call me today and stop denying my daughter oxygen to keep her alive, and instead provide the equipment as ordered by her physician and approved by the insurance company. 661-755-XXXXX
My billing to you is for 10 hours of time at the rate of $25 so you owe me $25o dollars . due upon recipt of this email
Mr.DanStarck ceo of Apria iam writing this email to you in hopes you see whats going on with your companyi have a problem with Apria not sending me a product for my CPad machine. Care Centrix bill for the product that i heven’t received After contacting Care Centrix I was told to contact Apria, From Apria I was told to contact Care Centrix . Care Centrix told me that I was stuck with the bill, I then contacted Apria wich gave me the run around. I now i’m stuck with a bill for a$153.00, a lot of running around. Nobody seems to know what they’re doing. Neither Apria or Care Centrix know what there doing or how to treat a costumer. I tought that it was all about the patient neeedeing medical equiment . I was wrong, this company needs lot of improvements. If something is not done about my problem I will be writing an E-mail to John G. Figueroa, chairman boards of director and I will be filling with The Better Bussiness Berau and I will write to the other board members until I get my problem solved. Please respond to this E-mail as soon s posible. Thanks!
Dear FDA,
I am on Medicare and an Apria Healthcare respiratory patient using a CPAP machine obtained from Apria. I have been having problems with my CPAP machine and have been trying to get some assistance from Apria to resolve the problem.
I have been calling Apria for the better part of a month but have gotten nowhere. I have found that the calls for this kind of help are sent to “offshore” centers who provide people who are hard to understand, and who, in one case, had so much background noise it was impossible to understand them.
On the very first called made to one of these Apria “offshore” centers in November of this year, I was promised that someone would call back “shortly.” I am still waiting. Today I called an Apria Healthcare representative (again offshore) and was told that no one was available to handle my call and that I would be put on a “call back” list.
This is unacceptable and disappointing. I want to call this to your attention in hopes that the FDA would take appropriate action toward Apria for this kind of customer service.
Thank you,
David Melchior
STOP! DO NOT, I REPEAT DO NOT USE THIS COMPANY! EVERY EXCUSE POSSIBLE THEY USE NOIT TO DELIVER A WHEELCHAIR, SINCE JUNE! NOW, THEY WANT ME TO COME PICK UP! THEY ARE UNCARING, NO EMPATHY FOR THE SICK, THEY ARE THE BIGGEST JOKE! SAVE YOURSELF ALOT OF TROUBLE AND HEARTACHE, PICK ANOTHER COMPANY!
I have been on the phone,everyday,since June 20th,trying to get my mother a simple wheelchair. She has missed 2 doctor appointments and at the age of 86 its vital that she sees her doctors. I cant pick her up,and why should I? NOW,they want me to come and get it! are you kidding me? This company is the biggest joke. if you can use someone else, I s
STRONGLY,urge you to do so! ive been on hold for a half hour listening to their music. no taste there either.
This place is a fraud and should be put out of business. The issues listed by others is the way they do business. I have had to hold, been cutoff and called back to be put on hold. Every time I call them, it is an hour and a half and the reps (who I believe are outsourced overseas, due to their accent) don’t know their products and I have to argue to get them to send supplies I need. I checked on a critical order that didn’t arrive and it hadn’t been processed after a week, transferred me and I hung up after 30 minutes because nobody ever answered. This is not health care people. How can you give care to others without the supplies you need? This company is a joke and should be investigated. They are messing with peoples lives who probably mostly elderly. They should not be allowed to do business in the US.
Once they have your doctor’s orders, you can’t go elsewhere to get supplies without a prescription. You can’t get in touch with them, so you are at their mercy. When you are assigned a Health Care Agency before leaving the hospital, tell them, you don’t want Apria for a provider.
I am to the point of seeking another oxygen provider. I called a local Apria Healthcare office and it was a fax machine number, so, I faxed a note asking them to call me. Never happened. I called the Customer Service number and for almost half an hour it was push this button or push that button to speak with someone. This is not the way to do business, especially when it is a health related issue.
I am having the same problem with Apria phone system. on 12/3/15 I visited the Knoxville, TN office for paperwork that was not completed properly during my visit I made on 11/27/15 to pickup my new equipment and was given a card with the local address and phone # of 865-588-5396 to call in the future, but that number always goes to other location and never get to speak to anyone at the local office. Just doesn’t make any sense to me. I have been a long time customer, but if this continues, goodbye Apria.
To the Management team of Apria Healthcare: August 18, 2015
This past Friday, August 14, I called your “Customer Service” phone number that was listed on a recent bill I received (800-327-4691). I am writing to tell you that it is imperative you change the name of this service, because it in no way whatsoever meets any reasonable human being’s definition of “Customer service”!! After being told by the automated system (which in and of itself defies any definition of service to a customer) that I should expect a 25 minute wait for my call to be answered, I was totally flabbergasted! In my company, a human answers the customer service lines, and the expectation is that no customer will ever wait more than 30-45 seconds!! But I needed to get some information about this bill, so I waited, although not particularly patiently!
As that 25 minute expectation came and went, I became increasingly frustrated. When my call was finally answered after a 47 minute wait, I was very direct with the representative (Amy), telling her that I do, in fact, realize the ridiculously long wait was not of her personal doing, that I wanted her assurance that she would report to her manager and whoever higher she could, that I absolutely do NOT consider a 25 minute wait time to be acceptable, much less a 47 minute wait time! This strikes me as a company that has absolutely no concern for the value of MY time, and only cares about what they can do to cut their costs!! She reported that the management was well aware of the issue and was working on fixing it. If that is true…I would expect that each of you, and everyone under you was doing nothing else on that day, because I find it hard to conceive of an issue that could be more important to any company than providing adequate service to their customers. In my company’s customer service centers, every customer service representative has a plaque on their cubicle wall that reminds them daily/hourly/momentarily that “It takes months to develop a customer, and only seconds to lose one! By my math, during my 47 minute wait, that means you lost approximately 1410 customers (assuming 2 seconds to lose each one). Obviously, this is not sustainable, and I would expect it to become a VERY TOP priority!
If I were in the upper management of Apria Healthcare, and/or on the Board of Directors, I would find it difficult to look at myself in the mirror each morning knowing that this is the level of “customer service” the company I was responsible for managing was actually delivering to our customers!
Apparently, based on the comments posted on your http://www.corporateofficeheadquaters.com web site, I am not the only person to experience issues with your customer service!! If you haven’t looked there in a while, I suggest it as required reading prior to the next Board meeting!
The only good thing I can say about my experience on August 14 is that once Amy and I actually connected, she was extremely helpful and was able to answer all of my concerns. It took probably longer than most customer calls would take…but she stuck with me, and was able to answer my questions! And she followed up with me, as she promised, and sent me, via the US Postal Service, a full detailing of all my bills for Apria for 2015. This arrived today (August 18). Obviously, there was no moss growing under “Amy”, and she delivered exceptional service. It is a shame that the company she works for is unable or perhaps unwilling to give her the technology and/or sufficient personnel she deserves so that she needn’t always be speaking to customers that are already upset by the time she answers the phone.
A TRULY UNHAPPY CUSTOMER,
Robert P. Frey
PS – I tried to email this to every member of the Board of Directors, and Senior Management team, by “assuming” their email addresses were “firstname.lastname@apria.com”. Most were rejected by the email server with the comment “recipient address rejected: access denied”. Perhaps they just don’t want to hear and don’t care what their customers are saying?!?
Hello,
I am writing to inform you of the absolute disaster dealing with your company today. I simply ordered oxygen for a patient leaving a hospital today. I sent what I believed was all the necessary paperwork to obtain oxygen for patient being discharged today as I have done many times. I was told when I called that since patient was leaving hospital there was no issue with delivery today. I confirmed paperwork was received, liter flow, saturations, history and physical, insurance….. All was received. I included my name and number on information for direct contact. I did not receive any contact from Apria. I assumed all was fine. I started thinking about patient and contacted hospital around 7p.m. this evening and was told oxygen was not received by patient. I immediately called your company. I was placed on hold for a total of 166 minutes and couple of times, I chose to hang up and call again after so long of a period. Our patients depend on us and our accounts depend on us to make the transition to home as seamless as possible. There is absolutely no excuse for this service to be so XXXXbersome, so devastastingly disappointing for this patient and the cost of another day in the hospital. When I spoke with a staff member earlier this evening, I was told all was fine except for physician did not have NPI# on paperwork. Everything else was fine. This could have been corrected hours earlier had we known. The nursing staff contacted physician, he rewrote order and sent to you. I believed patient would now receive oxygen. He did not. I spoke with nurse at hospital, he stated case manager spoke with your company also and was told order was not acceptable! I still have not been told this to be the case. I have given this patient’s information more times to your company than I care to count. He had two different people wait different times to take him home. They had to leave because of late hour and of course no oxygen. I believe, the patient, the hospital, the case manager, the physician and myself deserve an explanation as to how this situation fell completely into an unacceptable situation. It is so disappointing and frustrating to take a patient on high liter flow that obviously needs oxygen and withhold it because of unknown reasons. The wait time trying to solve this mystery is absolutely ridiculous. Every moment in life is precious. Do you want to spend your evenings on hold for almost three hours with no resolution? I would appreciate a response in how to better improve this for all.
Sincerely,
Debby Holmes