Michael S.'s review of Apria Healthcare

Apria Healthcare

Customer Reviews & Ratings
Complaint Posted 7/16/2010
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Review 7/16/2010
Within the past year I have experienced an insurance change and changes in coverage. While working with Apria Healthcare for the past 2+ years, I have been very disappointed with their quality of ordering/shipping the correct supplies, difficulty in correcting orders, and presentation of information that has changed with changing of insurance.

When I started with Apria Health care I did provide the representative with the exact model and manufacturer for the CPAP the ensure they could get properly service my medical needs.

Starting with the ordering of supplies in the past 2+ years in ordering supplies, I have received 1 correct order. Majority of the time the wrong supplies (tubing) were sent for my CPAP machine and I have had to repeatedly correct the error even after the ordering representative read the order back to me. Other orders were not completely filled and required yet more resolution. The orders were missing either filters or water tank for the CPAP machine.

The difficultly in correcting orders as the following experience; Contact the customer service representative via the 800 number provided and stated I have received the wrong supplies, how do I get the correct supplies? Customer Service: "Send your old supplies back and when received we can send you the correct supplies." I asked can I take it to the local office in my area it is about 10 minutes away. CS "Yes" Onsite at local Apria branch presenting the wrong supplies, I need to return these parts because they are the wrong one for my CPAP machine. ONSITE "Sir, we do not accept return supplies. Is there anything else I can help you with?" I replied with as I told the CS representative. She asked me to wait and a respiratory technician assisted me with placing another order and reassuring me that I did not have to return incorrect supplies sent. The respiratory technician advised me that I could also, if needed, I could have my CPAP examined and assist me with any questions related to fitting, usage, maintenance. I declined at that time. Later that week, I received the order placed in the local branch office and it was wrong, the wrong tubing. I took it back and reordered and received the correct tubing on the new order.

The next order was the only correct order that I received. After that I have continued the above cycle or if unable to travel, contacted customer service to correct. On average it take two to three calls to customer service to correct.

Now, needing to reorder supplies every three months, when the correct order finally arrives it resets the dates of my ordering so all of my supplies have to come in separate batches instead of 1.

Finally, as long as I have been dealing with Apria I was never told of a change in what was covered with my insurance. With my last contact with them, I was told that I did not receive the usual equipment was missing its straps. Inquiring (over the phone) about this, I was told that I can only receive new straps 1X every 6 months. All previous orders had the straps included in it.

I believe to do better they need to focus on the customer and review with them periodically to ensure everything is correct.

As a parting note, this is not the first time experiencing problems with Apria, but according to posting guidelines it must be a recent problem/interaction
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Additional Business Information
Hours   Monday to Friday - 8:00AM to 6:00PM Phone   (949) 639-2000 Address   26220 Enterprise Court
Lake Forest, CA 92630
Website   http://www.Apria.com Email   ruth_ann_ellison@apria.com
Contact   Ruth Ann Ellison Other  
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