Annoyed with Apria

Hello,

I am a new CPAP user, had the system since June. I started with a nasal mask, but initially had a hard time just breathing through my nose. I asked for a replacement mask which was a full face mask which did not work well for me. I have since went back to the nasal mask, and am having good results with it.

It is now time to order my replacements parts from Apria, and I have no idea what they will send me. I am guessing they will probably send the full face mask replacement which is not what I want. I tried calling them twice, on hold for 40 mins and 70 mins. I gave up. Their order system is an automated phone system, something out of the 90's. They first ask me if I am using the machine, which I find funny since they monitor my usage through a wireless modem. Then they ask me if I need replacement parts. It never tells me what they are sending, nor an option to talk with a human. Forget about any web presence so that I can at least confirm what they are sending me.

What is your experience switching DME? My unit is a rent-to-own, so I probably have to deal with Apria until the year is up. Can I switch for just supplies? I also sent my doctor an email, but wanted to see what experience others had.

Thank you for your help!

Mark

You are NOT tied to Apria just because of the machine. You can use any DME you want to use.
If you want insurance to pay...you will need to find out what other DMEs are in your insurance network that are in your area...and you can just switch to them if you want to. They will need some information from your doctor but they can get that easily enough with your signing a records release.

Or if you want to just avoid the hassle totally you and are willing to pay out of pocket you can use cpap.com (they will need a RX for masks but they can get that for you if you don't have a copy) or you can just buy replacement parts which don't require a RX if you don't want a whole new mask package.
EBay sellers sometimes have replacement parts for the more popular masks...you might look there also.

Join the "we hate Crapria" club.

Whether you can get your supplies elsewhere depends on
1. Whether your I durance will cover a othe DME (mine does NOT) and/or
2. Whether you are willing to pay for your own supplies so that you can deal with whom you want.

Your first step is to call your insurer to find out what other DMEs are covered. You should also ask if your insurer will reimburse you for online purchases.

You don't have to get supplies from Crapria just because they provide your machine, but be aware that another DME may not want to deal with YOU because their biggest profit margin is on the machine, not the supplies.

Crapria is well known for being helpful, as they were with you.
Did you call Sleep Central at 877-265-2426. When I called yesterday I was on hold for less than 15 minutes and got a live person who actually responded to my concern.
You need to do your homework and know exactly what you want before you call. Be persistent and make them repeat the order at least twice to confirm they did what you asked.

You should also check with your insurance to determine which DMEs are in network and what they will allow as for switching.

When I asked them for my files, to take to my current DME, they were miffed;
but I assured them that it was not them, but "corporate".
I told them that the local service was "stellar", but the CC# fixation was something I could not abide.
She argued that I might want to change back after competitive bidding--indicating she expected they would win!!?
A few weeks later, I heard that the local Apria was cutting the techs' hours. Aw,

Thank you for your responses. I called the local Apria office, not the 877 number. I will try that.

My doctor is sending me a list of DME's which they work with. I will then contact my insurance provider to see what they support. I like the idea of ordering through cpap.com and getting reimbursed, let's see if my insurance company supports it.

Thanks,
Mark

This may not be any help at all, but often, when in a "hold" pattern on the phone, pressing the "0" button will by-pass the menu and take you to an operator. Sometimes it works, sometimes not. Perhaps worth the try.

cpapmark wrote: My doctor is sending me a list of DME's which they work with. I will then contact my insurance provider to see what they support.

Ah no. That is not how it is supposed to work. Your doctor also cannot dictate which pharmacy you have to use.

YOU call your insurance, pick the DME and get a copy of the prescription from your doctor. YOU make the choices.

First step, get a list of in-network DME providers from your insurance.
You then call, interview, and otherwise research those selections.
Once you have chosen a DME, you then TELL your doctor who you will use.

cpapmark wrote:Thank you for your responses. I called the local Apria office, not the 877 number. I will try that.

Even when calling the "local number" it now rings at a call center. Ask when you call where they are some places don't like to tell you.

My biggest complaint is the call center business model. At the beginning of my treatment I had a problem with my mask and needed to talk with a tech. The call center person took the message to relay to my local office and stated they would return my call. After 4 days and no call, I called the call center again. After telling me it was noted that someone had called me the day before and everything was going good, I stated that was not true no one had called or spoken with me. They then took another message for a return call. Three days later I drove the 40 miles round trip to my local DME to discuss a different mask although by this time I had bought mask liners and my blisters on my face had healed by using zinc oxide. They stated I could get another mask but would have to return the one I had. Since I was afraid the nasal pillows would irritate my nares like the nasal mask had my face and then I wouldn't have a backup. I ended up buying the pillows on my own online. They also said they didn't have any messages from the call center to call me.

A couple of weeks later, I get a call, while I am out of state, that they have scheduled me for a mask fit check and needed to read my card. I told them I would not be home for 2 weeks and would call when I returned. When I called, they said I would have to have an appointment for the card read out and I said I would take it there because I was leaving again and couldn't keep an appointment. The call center wasn't happy with that but the local DME took the card without a problem.

I have no complaints with the techs I have dealt with and being able to call the local office would make things much simpler for patients. But it seems the company has gotten too big to take care of patients.

Well, yes, who isn't annoyed with Apria?

Really, though, I feel your pain.

I'm not annoyed with Apria. Whenever I have needed to re-order, calling 800-310-3363 and talking with a human has worked well.

I started out with Apria and had great service then the big change over to central. Never did receive order for filters and hose. Have been using a different DME for supplies as Apria does not provide Sleepweaver even with prescription. Talked to Medicare and discovered DMEs may choose what they want to stock! I found my local direct Apria phone number and discovered they had drop in clinic hours. you might find out if the same exists at your closest office. I went in with a wheezing machine and came out with a new one. You might try that. No appointment necessary.

I had a little better luck dealing with my local office of Crapria.... (And I stress "little")

But I have been waiting for 4 days now for a return call or email from the local office manager.

It's a crap shoot anytime I have to contact them for anything.

My experience is that Crapria will try their best to ship you what THEY want no matter what YOU want, or is prescribed.

It's all about the buck with them and nothing about patient care.