Apria Healthcare

I highly recommend if you use a CPAP you call your insurance to ask for an alternate supplier. I find it difficult to understand how a business that performs so poorly survives. Go elsewhere to affect change, share your experience with your insurance and enlist their help. Make it known to your physician so they will not refer to Apria. It is a privilege to serve those in need.

C-​Pap machines are for people who STOP BREATHING at night. A week ago, I called Apria to order new C-​Pap head gear because the piece delivered in February had already broken. I was told the insurance would not cover it. I contended that, considering it had broken within two months, the headgear was «defective» and should be replaced. The agent led me to believe the order was placed. I waited a week, unable to use my C-​pap machine, and called back. After half an hour on the phone, being routed from one location, menu and queue to another, I was told that a respiratory therapist was supposed to have called me and that the order had not yet been placed! I was told that a therapist would call me the next day. Of course, that didn’t happen!!! I called again, this time spending almost FORTY-​FIVE MINUTES in the same merry-​go-​round of transfers from one location/​department to another and was, AGAIN, reassured that a therapist would call today. Of course, no one called. In desperation, I went to the website for the local office to communicate by email, but the page refers me back to the original PHONE NUMBER!!! On top of that, to get help at the local office, it is necessary to show up during «clinic» hours, which are first-​come, first-​served, and the website does not show the clinic hours. According to their list of «values,» this constitutes «superior service» for customers who need help breathing at night !!!

This is the second time I’m forced to deal with these guys. I was supposed to have crutches delivered yesterday Monday as an urgent request. They called Tuesday to confirm delivery between 6−9pm still no crutches. Called around 10:30p and no record of crutches to be delivered today. Called again today Wednesday 9 169 211 162 and the representative said today between 10a-​2p. The phone representatives are always helpful, polite and prompt to take payment!!! Somewhere in the middle is a disconnect in communication and customer satisfaction.
Kaiser should supply this stuff so I don’t have to go this with Apria.

This is a follow-​up to my previous review. Today I was approved by Medicare and took a call from a woman I could hardly understand, again. She gave me the local number to call after Monday to set up my CPAP pick-​up. I called the number and got another woman I could not understand and the voice was garbled and the hold music was also garbled. Since I used a different phone from the previous time I knew the problem was not at my end. She told me that she could not make the appointment and she would have someone call me back. (What a wasted call). I finally asked where she was calling from and it was the Philippines. No wonder Apria customer service is so poor. Nothing against the Philippines but the language issues only create poor customer service. If you are going to outsource, make it from a English speaking country. Wow!!!

Nightmare! Took weeks to get my CPAP. Then repeatedly sent letters stating I am not compliant, even though I finally went into the office in person and provided documentation. Then demanding I get a new sleep study, stating Medicare requires it. My doctor said no, I do not need it. I called Medicare, they don’t even have a claim from Apria. They talk out their a_​_​.

I give Apria Healthcare a 1, only because a O isn’t an option. My father needed a bipap machine and we waited over six weeks for the paperwork to get processed at Apria. I called every day but got nothing but empty promises. They claim that it takes 7 – 9 business days to get an appointment after they receive the Rx and directions from the doctor. This is not true. I got so disgusted that I called a competitor in Santa Rosa, and they had us set up in a week.
All I can say is, DON’T WASTE YOUR TIME!

YES, healthcare provider coordination and insurance company procedures are ridiculous. YES, resulting delays and SNAFUs are painful. But that’s going to be true with any vendor working in mess we call a healthcare system.
My experience with Apria in Santa Rosa: efficient, straightforward… given the backdrop of the healthcare mess. Their communication with me was clear, the expectations they set were realistic/​reflecting reality.
Are they superb? Haven’t seen that. Do they deserve a near-​zero rating: not fair, as far as I’ve experienced so far.

worse ever!!!

Terrible, terrible customer service. They don’t rate one star. I’m a 66 year old retiree who, since becoming medicare eligible has been trying to get CPAP supplies. I’ve been on a CPAP machine for almost 20 years, yet they required yet another sleep study to justify supplies. Then, keep asking for the same documentation that my doctor keeps providing. Just got a letter denying my request for supplies and closing my file. My doctor’s office claims it has repeatedly provided requested documentation. If their practice is to keep jerking people around until they are at wits end, it works. I’ll pay for my own CPAP supplies rather than deal with this disgraceful entity anymore.

Seriously wish we had another option for our DME from Kaiser. This is now the thrid time we have needed equipment and told it would be delivered. We wait and it doesnt show up. EVERYTIME we are told it has been assigned to a driver and will be delivered. The next day when I call back mad because they didnt show, I am told somehow it was never assigned. I have had nothing but EXCELLENT customer service from the Fairfield branch. What is the problem with Santa Rosa? No stars!

As a family we full heartedly agree with the visual gesture of the big middle finger! Not only are they impossible to reach, but once you get someone they have the personalty of dead space.
Need to amend this to mention the delivery person was kind and we had no problem at all with him. This is about how difficult it was to get him here due to several factors Apria has 100% in their control.
When a tree took out the power from our house and we needed to get oxygen for our father the ordeal was not only long but took a marathon of calls and call backs. It was painfully outrageous.
Our father passed away on Sunday, and now Wednesday, they finally answered the phone after several attempts each day trying to reach them since we are now being charged heavily each day since Medicare no longer covers it’s presence in our home. Once reached the woman clearly showed she has no compassion, or possibly just no sense of humor as it was commented,“you are a real person, right”, after hours and days or trying to no response or personality.
Instead of preparing for our fathers celebration of life time had to be spent trying to have this equipment taken away which cost us time, money, and further frustrations beyond the loss of our loved one.
This company sucks! But we had no choice since they inevitably won the contract by having the lowest bid with Medicare. They have caused us undue frustration and anger. Avoid them if you have a choice!

I have worked with these people for years, but I’m not sure why. They were supposed be on a regular billing cycle and they were supposed to contact me on a regular basis when my Medicare made me eligible for new equipment and hoses. I didn’t hear from them for a year or more at a time to replaces my hoses and mask. When they finally did ship it, they sent it to a 12 year old address even though the address was corrected several times. It’s now been more than a year again. I have called and left several messages to have someone call me about replacing my equipment. It’s been a week and no phone call. Do yourself a favor: go elsewhere.

I was a longtime Apria customer with good experience but had to change because they stopped carrying the machine I liked. Fast forward many years and now I came back because they carried the mask my doctor recommends. In doing that my machine needed to be upgraded so I went back to Apria. I would give Michael who helped me 5 stars. He explained I would be charged a monthly rental until my insurance decided they would pay for the new machine. fine with me, I’ve been through this before. Love the machine, nice and quiet. Then I take a look at my credit card bill and not only is there a charge for the monthly rental but an additional $ 220. I call and waited for ½ hour on hold only to be told by the customer no-​service rep that she doesn’t know what the charge is for. I told her I will dispute it with my credit card company and she said I should. Then a bill arrives with more charges so I call again, sit on hold only to be told that I have a $ 194 credit on my account. What a racket. As soon as my ins company pays off the machine I am leaving Apria once and for all.

Apria Healthcare provides truly awful service. I placed an order for medical supplies which should have been delivered within five days. After three weeks, I followed up only to find that my order had been lost. It was in the system, but they had never dispatched the order. I was assured the delivery would occur within five days. When delivery did not occur, I called again. I had the same result. Every time I called, a recorded voice told me that I had called during an unusually high call volume. If the call volume is always high necessitating 15 minute hold periods, it is not unusual. It is just really poor service.

Trying to get these people on the phone is just ridiculous!!! The hold time is awful.

I am an oxygen customer. Every single time you call, you get a greeting saying that because of heavy call traffic, wait times may be longer than usual. Perhaps they should change it to «Yeah we are chronically understaffed. Prepare to wait 15 – 20 minutes. This is the way it always is.»
And they almost always screw up orders. The order I’m trying to get now has been screwed up twice so far,.
I would leave in a heartbeat if my insurance contracted with any other suppliers.

Too bad I even have to give them one star. They are hopeless. You hold on the phone forever and then you get a rep who doesn’t have any knowledge. They send you the wrong equipment so they can collect from my insurance. Then I have to call again and hold. Their service sucks, big time. If you have a choice, go somewhere else and save yourself a lot of stress.

Please be careful so you don’t have a bad experience, as i did.
2 things to be aware of:
1) they will push you into whatever equipment they happen to have in inventory. Not necessarily things that are current technology or easy to use. I wanted to compare Philips CPAP to Resmed. They only had Philips. I wanted to look at a streamlined nose pillow. They only had a large, VERY out of date bigger mask to sell me. So, i purchased the bigger mask, not knowing and trusting them. They’re the experts, right?. WRONG… They are equipment peddlers and have low integrity.
2) In the small print, it said that i was renting for a year, and then an automatic purchase. I was so nervous about getting a CPAP machine that i didn’t really think about the business implications. And they didn’t explain them. They just gave me the forms to sign. Well, i never used the humidifier part of my CPAP, but a year later, they invoiced me for purchase and never explained that i could have returned that component during the first year, without actually purchasing it. 12 month rental with option to return in the first year, prior to purchase. At least on a Cigna plan. They should be more clear about their policies.
It is NO COINCIDENCE that they have so many bad reviews across all their locations. I am going to look for a better provider and hope that others avoid them before doing business with them.

Ive had to visit this location 3 or 4 times only once with an appointment. The staff was always nice and helpful. I have been helped every time with a positive attitude. Sometimes the lobby is busy.
The central Apra phone system & staff — that’s anotber story entirely.

So, after about 2 weeks of dealing with Apria, Im STILL waiting for portable oxygen for my mother, my initial review needs to be revised. these people and their patient care are TERRIBLE… beyond terrible… they should be turned in for the inadequacy.