Apria Healthcare

Called Apria to find out which brands/​types of DME they could provide to fill a prescription for a standard electric breast pump through my insurance. The local number sent me to a call center, none of the menu options applied, but finally got to a call center person who barely spoke English and was completely unhelpful in my request for information. Upon my request for transfer to the local office, I was disconnected. I called the local number again, played the menu game again, and this time got to a rep who spoke English but again, could not help. She also «transferred» me to the local office, and I was disconnected again! Good luck getting any business from the large volume of Tricare beneficiaries in the area with this kind of poor customer service.

It is LOUSY to deal with Apria for CPAP supplies. You can’t just call the local office and make an appointment — you have to call a number then they decide which branch you should go to for your appointment, then they call you to finally make the appointment, which you have to wait for! It is such an inefficient, off-​putting method. And if you don’t know whether you need an appointment for refitting OR a new mask, you have to call two separate numbers to deal with each issue. This is NOT a customer-​friendly business. It seems to be designed for the convenience and relaxation of its employees instead of for the public it should want to SERVE. If I could give it zero stars, I would!

My experiences have always been iffy. Got my supplies usually okay but when there’s trouble, there’s no one to help except driving to the place. There is only one phone number (kind of a 800 method) so you can’t talk to a local person. Waited all day for return phone calls only to be told later that phone calls aren’t returned until after 5:00 pm. So frustrating. Can’t decide what to do because I would prefer a national DME.

My husband has sleep apnea so he needs to hook up to a machine with an oxygen mask when he goes to bed every night. His old machine broke so we had to get it replaced and Apria was the one handling his account (he’s in the Navy, so it comes at no charge to him!) — since his job schedule was very busy, I was the one picking up the machine for him. Very easy process and was in and out in no time.