Apria Healthcare — Local services in Hershey

I have had nothing but HORRIBLE SERVICE from Apria since I started with them in September 2015. First, it took me over two months to receive my BiPAP machine ordered by my doctor, despite numerous calls to Apria.

Second, it took an overly long time for me to receive my portable oxygen concentrator, again after numerous telephone calls seeking an update on the delivery.

On January 7, 2016, my doctor ordered a new face mask, headgear and heated tubing for me. Two weeks later, I received a telephone call notifying me that Medicare would not pay for this equipment until March. I was asked if I would like to pay for it myself. I replied in the affirmative. Two weeks later, I received a letter providing me with three options regarding this equipment. I chose the option that I would pay for the equipment myself and mailed the form back to Apria.

On February 4th, I telephoned Apria to follow up on the order, as suggested by my doctor. The person who answered the phone said that he could find no order on the books for me for this equipment. I asked to speak to a supervisor and was left on hold for 25 minutes before I hung up. I called again and was told that this issue had to be forwarded to the Escalation Team, after I was denied the opportunity to speak to a supervisor. When I was forwarded to the Escalation Team, the call was cut off. I called a third time and was told that Apria was aware of the doctor's order, but that Apria could not actually place an order for this equipment until Apria received the form saying that I would pay for the equipment. Obviously, the form that I had sent in had been lost by Apria. The person on the phone suggested that I travel to the Apria branch which is 22 miles from my home to sign a new form. I am still waiting for the equipment that was ordered.

Fourth, my friends and colleagues who have CPAP and BiPAP machines have all of their Medicare-approved supplies sent to them automatically when Medicare will approve payment. They do not have to call to get these supplies delivered. Since starting with Apria, I have not had a new filter on my Home Oxygen Concentrator. I have not received any replacement tubing that connects the Home Oxygen Concentrator to my BiPAP machine. I have only received one package of 2 BiPAP filters which are supposed to be changed twice a month.

In addition, it is clear to me that there is little coordination between my local Apria branch and Apria national headquarters. Whichever one I speak with does not appear to know what the other is doing.

The billing that Apria makes to insurance companies for my equipment comes out to $862 per month. Insurance companies approve $35 per month which apparently Apria accepts. And we wonder why healthcare costs so much. And by the way, there is never a problem reaching the billing department or being serviced by them.

Number one priority for Apria is obviously getting paid and not...

I was first enrolled in this nightmare experience in early October when all I wanted was a simple replacement mask for my CPAP device. 3 months later, I still don't have it despite having been told by 3 separate agents that they would add a "rush" to my order meaning that it would ship out in 6-10 days instead of 10-12 days. Clearly each agent lied to me or I'd have it by now!

Additionally, I was told by a supervisor that 3 messages were left for me between 10/26 and 10/27. I have only one phone for home, work and cell, it has active voicemail and I am the only one who has access to it. No missed calls were received nor were any messages. Perplexed, I downloaded my call log from Verizon. No calls were logged at all according to my service provider.

So I asked the supervisor to please provide me with the voice recordings of said messages since all calls in and out of Apria are recorded. She indicated I would need to fax my request to the legal department and provided me with their number and necessary information. I faxed my complete request on 12/17 at 12:49 pm. A month later, I still haven't even received acknowledgement of my request although my fax transmission report indicates success. I believe this is because whoever noted that they called me flat out lied due to being lazy or incompetent! I placed a call to follow up and was disconnected by the agent. One of my primary concerns is that this now changes my pricing with regards to my insurance deductible and my flex spending account balance since it is now an entirely new insurance year.

Every single person I've spoken with has failed to deliver on their commitments including 2 different supervisors - Pam P and Sandy. And, long story short, I still don't have my equipment. Note that they also claim that my doctors office has also failed to respond to several requests despite my doctors office always being prompt and thorough with me and their obvious falsification of records showing calls to me.

In all of this mess, I was pleased with the Alexandria centers respiratory therapist Nishia. She is the only ray of light in a black hole of ineptitude and dishonesty.

At one point I thought to threaten the next person I spoke to with a scathing on-line review, however, I can see by the numerous 1 star reviews for all Apria locations that terrible service delivery and dishonesty run rampant throughout the entire company and no one at Apria seems to care. My suggestion, stay away! This company has worked very, very hard to alienate their customers in order to maintain their...

My experience with Apria has been garbage. I have been trying to order a new CPAP machine for nearly two months now and the good people at Apria could not have stymied me more effectively at each turn if they had tried. First, I put in an order. Then three weeks later without a word from them I call to see what the issue is. They say, "oh," turns out the insurer wants more documentation. They claim they had tried to call me several times to tell me they needed this information. I had not received any calls so I asked what number they had on file for me. What they read back was correct; they just hadn't been calling me. So I wrangle all the medical records they need over the next couple of weeks and get my doctor to fax to them everything they asked for. Again, complete silence. I call back today to see what the deal is and it turns out they had just been sitting on my records, doing nothing with my order. I need a medical device and these people can't be bothered to lift a finger without having literally everything spelled out for them.

Every representative who answers the phone also has a generally unprofessional demeanor. They can't spell, they can't speak coherently, and most of all, they are allergic to taking the initiative. I'm going to take my business elsewhere....