Apria Strikes again

After not getting anything from Apria for a while (it's cheaper to just buy online), I decided to get a new mask through them since I had met my yearly insurance deductible.

I called them up and told them I just needed the gel interface for my Comfortgel... it should save some money... it's all I need.

They were very confused. Why wouldn't I just want a new mask since the insurance was paying? I don't need a whole new mask....
Well, they said it would take a couple of days to get the new gel part.

3 weeks go by... nothing. I called them up and they said its on back order... should come in next week.

Next week... nothing. I call them back (transferred several times) ... still on back order.

I say, OK, just send me a new mask. This is ridiculous. I'm transferred several more times. The local branch finally comes on and asks me how long its been since I got a mask. I reply I'm not sure and that it doesn't matter anyway. My insurance says supplies are available "as needed." She argues and tells me that's not what Medicare says.... um, I'm not on Medicare. Call my insurance co. if you want... she argues some more and finally agrees. She puts me on hold for 10 minutes and says they DO have one in my size (only one). They'll hold it for me so I can come pick it up. (30 minute drive). Nope, please just drop it in the mail... I've waited this long, I can wait another few days.

Yesterday the UPS man arrives with a box from Apria. I open it up. WRONG SIZE.

How hard is it, people? This is WHAT YOU DO!

OK, rant over.

JQP

Yep... I went 'round the mulberry bush with them over a doctor-prescribed additional mask. Apria decided that was my six month mask replacement, and refused to give me that mask replacement unless I signed a form which said I would be responsible for the cost of the mask if my insurance did not pay. Not at DME prices!

Thus far, I've had three nose pieces (direct seals for my CL2) from them. The first two were for sizing purposes, since the local office did not have a sizing tool. The third one... was sent to me in a manila envelope,and arrived crushed.

Here's a partial of my saga with Apria and getting supplies:

viewtopic.php?f=1&t=40925&st=0&sk=t&sd=a&hilit=Apria

I don't use Apria but I met my deductible last year because of getting all the equipment. Once I had done so, I called my insurance to let them know my company had changed insurance and to request that they send me EVERYTHING my old insurance would pay for. She said they allowed you to order twice a year. I don't even think they ordered it. I called them again a couple of weeks later because I hadn't gotten anything. The person and I were talking about the stuff to order and I mentioned I had forgotten a new tank for my humidifier. She agreed they would pay for that, too, and we hung up. Just after the first of the year, I got a box, no humidifier tank and there were TWO Ultra Fine Filters. That's a 6 month supply? I also got a mask, hose, and 1 foam filter. I don't get it. I had given them carte blanche to order anything and everything my insurance would pay for and they didn't do it.

I made the mistake of using Apria when I started because they had the contract with my insurance. It couldn't have been a more unpleasant experience. I go through cpap.com now- it's cheaper than the copays and the customer service is outstanding. Everything I order comes quickly and just as ordered. I will never spend a dime at Apria again. It's too hard to get what I need and the bill always gets screwed up. It's not worth the headaches.

They make me buy a full mask when all I need is a seal.

I always love reading these stories......
They reinforce the feelings/thoughts/suspicions that I had 4+ years ago when I started.....and steered clear of all the locals and went directly with CPAP.COM.

Thanks all.


Den

I'm stuck with Apria for my DME. I use Kaiser for my HMO (don't get me started on them) and they require that I call the Kaiser DME office and then they contact Apria to send me the supplies. Actually doesn't work too badly. My original visit to Apria to get my first machine, mask and supplies was an exercise in frustration as was my return 3 weeks later to switch masks.

Anyway, I only go through Kaiser and Apria for my free supplies. Anything extra, including my brand new auto machine, I buy from CPAP.com. They've not disappointed me yet. Every purchase was handled properly and expeditiously.

OK, here we go again....

I used to post about how to get good service from Apria. I get good service most of the time. If I don't, they know I will contact Corporate HQ with a documented complaint.

With anything but my oxygen supplies, I will let Apria hang themselves, then I call the branch manager or the head of Customer Service.

1. Write down the date, time, who you spoke to and what was said.
2. When they screw it up, ask for their supervisor. If that is not done in a timely manner go to their website and email Corporate, requesting the local branch
manager contact you.
3. When the local mgr contacts you, tell them your problem, THEN ASK HIM/HER WHO THEIR "GO TO" PERSON IS. Every good manager has at least ONE person
they call when it hits the fan. It is Denise E. in Sacramento, CA. She is GOOD!!!!!!! I ask the branch manager if he/she would prefer I call them next time
or just air their mistakes out at corporate? Every branch manager has requested I call them first and they proceed to give me their direct number. NOW the
employees know I won't hesitate to complain to their boss when they screw up. This methodology has worked every time. But I am careful not to abuse it.

I was once asked if I thought I was Apria's only customer. I told that supervisor I knew I wasn't their only customer, but if he/she is telling me they cannot support their Medicare Contract, I will pass that along to the branch manager and corporate. If I don't get proper service from Apria, I will file a complaint with my US Senators, requesting Medicare review their contract with Apria, citing non-compliance. I get what I need.

Am I being a bully or a jerk? Maybe. As I said, I only get that way with my SV unit and my oxygen supplies.

For the "little things" I ask the customer service person for Apria's code. Then when I call in, I can tell them I need my bacterial filters, code xxxxxx and it helps them find it. I think.

Apria lacks quality control, it lacks proper training for its employees and their system appears to be one designed to react to our complaints, as opposed to doing it right the first time.

All that being said, I also wrote a Letter of Commendation for one lady here. I sent it to Corporate HQ, they sent it to Sacramento and read it to the entire staff one day. I am not a jerk all the time, just when it is necessary. "Speak softly, but carry a big stick" might apply with Apria.

I know there are other ways to deal with Apria, but this approach has worked well for me. I don't always feel well enough to beg for their assistance.