Apria. Is this a new machine? (Resmed S9)

[artpenjr]

I think Apria sold me a used Resmed S9 Autoset this week. It was suppose to be brand new in the box, but I had to ask for the case that comes with it... and they didn't have the Slimline tubing that is suppose to be included. I have good insurance (Cigna) and used the CareCentrix program to get the purchase all set up with Apria.

When I was setting it up for the first time tonight I noticed the Maintenance Mode says: "Run Hrs 1042"

I started having my doubts when the Respiratory Therapist said the matching H5I Humidifier didn't have a water chamber in it, and they had to send that to me separately.

Funny, all the other readings look like it wasn't used before. However, I did notice there is a "reset all" function in the clinicians mode. Perhaps the "reset all" doesn't reset the Run Hrs setting?

Is it possible Apria would intentionally sell me a used machine? Is that even legal??

[kaiasgram]

Perhaps the "reset all" doesn't reset the Run Hrs setting?

Correct. That's why we always tell people to check Run hours, not just Use hours.
Looks like that machine was used for roughly 4-6 months.

[artpenjr]

Perhaps the "reset all" doesn't reset the Run Hrs setting?

Correct. That's why we always tell people to check Run hours, not just Use hours.
Looks like that machine was used for roughly 4-6 months.

That's unbelievable! I asked several times if the machine was "new in the box" and the Respiratory Therapist assured me every time I asked that it was indeed brand new.

They went though a lot of trouble covering it up by resetting what they could. The filter is obviously new too.

I have the Resscan software from my current S8 Autoset. I'm almost tempted to check the data card in this "used" S9, but they couldn't have been stupid enough not to put a new card in there too to cover their tracks.

What a crooked company Apria is...

[kaiasgram]

Did you purchase the machine or is it a rental?

[artpenjr]

i purchased the machine as part of a whole upgrade of my CPAP gear.

My yearly deductible hasn't even been met, so I will be paying for it myself as well.

I really feel like I got ripped off, by people who fully knew they were ripping me off..

[kaiasgram]

You bought the machine just this week and you were told that it was a brand new machine -- seems to me that you have grounds for returning it and insisting on a new machine as promised.
Take a photo of the machine display showing the Run hours so you can show it to them when you bring it back and they try to tell you that it is a new machine.

[artpenjr]

Thanks Kaiasgram,

I took photos of the display showing "Run Hrs 1042", along with a photo of some sticker on the front of the machine and the serial number on the back.

I intend to call Cigna first, then CareCentrix. Apria is getting all this gear back, and I am going to insist on a different supplier.

Unless this is some HUGE mistake on Resmed or Apria's part ( I am being generous here), and some rental or reconditioned machines got mixed in with the new ones.... well, I'm not going to be that generous.. The Tech would have known. He programmed the machine to my RX. He had to know. I wonder how many other people Apria has ripped off. I wonder how many other people working there were aware of it. They have to have some tracking of their inventory and serial numbers? These are prescription devices! Geeezzzz........

I've heard about this type of fraud with medical devices. I just never thought it would happen to me. Live and learn I guess..

[kaiasgram]

Not counting yours, there are two other threads concerning Apria on just the first page of the forum this evening. And if you type Apria in the Search box you can stay up all night reading all kinds of horror stories. They didn't earn their "other" name -- Crapria -- for nothing.
Oh -- you could also type "Crapria" in the Search box since some people only refer to them by this name.

[chunkyfrog]

+1000! I'm dumping them Monday.
I plan to make it clear that the cc# debacle is the ONLY reason--the local folks are very nice.

[happydaz]

+1000! I'm dumping them Monday.
I plan to make it clear that the cc# debacle is the ONLY reason--the local folks are very nice.

Enough "dumps" and maybe they will get a clue.

[msla]

+1000! I'm dumping them Monday.
I plan to make it clear that the cc# debacle is the ONLY reason--the local folks are very nice.

Enough "dumps" and maybe they will get a clue.

They will officially change their name to "CRAPIA." (trying to get the word dumps into BSB)

[artpenjr]

Update: Apria has agreed to replace the used Resmed S9 Autoset I received with a brand new machine. I am picking it up tomorrow (5/15/2014).

Their excuse for selling me a unit with over 1,000 hours of use as "new" was they sell refurbished and reconditioned machines and they didn't realize I wanted a "new" machine. What a bunch of crap. The Respiratory Therapist told me four times it was brand new after I asked, and when I had questions about missing accessories.

Both Cigna and CareCentrix told me they don't even have a billing code for a "refurbished" CPAP machine...only a new one. I am sure that is what I was billed for!

This whole experience smacks of fraud on Apria's part. I am thinking about filing a complaint about this so it doesn't happen to others in the future. Not sure where to start though. The folks at CareCentrix took a report and are going to look deeper into it, but I doubt if that is enough for Apria to think twice before trying to pass off another CPAP machine as "new" when it obviously is not...

p.s. Apria has a new policy that just started this past Monday. All calls to their local offices now go to a central customer service center, and they have to email the local office and the customer has to request a callback to speak to anyone local. It's a mess. 24 hour callback times, and even then they don't call back. I'll let everyone know how my visit goes tomorrow to get the new gear..

[Stevoreno_55]

Update: Apria has agreed to replace the used Resmed S9 Autoset I received with a brand new machine. I am picking it up tomorrow (5/15/2014).

Their excuse for selling me a unit with over 1,000 hours of use as "new" was they sell refurbished and reconditioned machines and they didn't realize I wanted a "new" machine. What a bunch of crap. The Respiratory Therapist told me four times it was brand new after I asked, and when I had questions about missing accessories.

Both Cigna and CareCentrix told me they don't even have a billing code for a "refurbished" CPAP machine...only a new one. I am sure that is what I was billed for!

This whole experience smacks of fraud on Apria's part. I am thinking about filing a complaint about this so it doesn't happen to others in the future. Not sure where to start though. The folks at CareCentrix took a report and are going to look deeper into it, but I doubt if that is enough for Apria to think twice before trying to pass off another CPAP machine as "new" when it obviously is not...

p.s. Apria has a new policy that just started this past Monday. All calls to their local offices now go to a central customer service center, and they have to email the local office and the customer has to request a callback to speak to anyone local. It's a mess. 24 hour callback times, and even then they don't call back. I'll let everyone know how my visit goes tomorrow to get the new gear..

That's not necessarily true. In my case even though I am no longer with Apria I had a very good relationship with them; the RT who worked with me was excellent; I still have the phone number or should I say the "back door" phone number to their office which I have called in the past from time to time asking my former RT for advice on ResMed and Philips Respironic CPAP machines. My former RT at Apria seemed to indicate that Philips Respironics machines were much better than the ResMed line.

She recommended a Philips Respironics DS460S over a ResMed S9 Elite as a good replacement for my aging Philips Respironics DS400S CPAP machine although she went on to say that both machines were very good. Maybe Philips Respironics gives Apria a kickback for each new machine they issue to their patients; I really don't know. My recent experience with attempting to contact Philips Respironics myself earlier this year when I had questions about my old CPAP machine didn't go over too well; Philips Respironics didn't want to talk directly to me; they told me they didn't have time to talk directly to patients; they informed me up front they only dealt directly with DME's.

I have yet to attempt to contact ResMed to see if they have a similar "no communications" with patients policy but my current DME has been letting me use a one year old loaner; a ResMed S9 Elite with HH but no heated hose for over a month and except for the ResMed machine being much quieter than my old DS400S machine I'm beginning to like the S9 Elite and when I finish my upcoming sleep study I would be very pleased if I am able to get a brand new ResMed S9 Elite CPAP machine with a HH and HHose. I don't know if it will be a straight CPAP or an autoset; that will have to be determined after my sleep study test results come back and see what the lab's sleep doctor recommends based upon what my new CPAP pressure will be. We shall see.



Stevoreno_55
MS Gulf Coast
05/15/14

[Scootergirl]

Update: Apria has agreed to replace the used Resmed S9 Autoset I received with a brand new machine. I am picking it up tomorrow (5/15/2014).


p.s. Apria has a new policy that just started this past Monday. All calls to their local offices now go to a central customer service center, and they have to email the local office and the customer has to request a callback to speak to anyone local. It's a mess. 24 hour callback times, and even then they don't call back. I'll let everyone know how my visit goes tomorrow to get the new gear..

First, I'm glad you're getting a NEw machine. When I read your post, I double checked my own. Also, I had to order yesterday, got booted to the central number. They had trouble with my pillow order (too new they said) so they IMMEDIATELY transferred me to my branch. There was no wait time. Is this different with ordering supplies, do you think?

[Sheriff Buford]

I use Apria, and I have a Vpap on order with them. Apria has called me twice to come in and pick up the machine. When I get there, they say they don't have the machine in stock. When I made the appointment, I've asked (twice) if they have the machine... and they said "yes". Go figure.

When you re-order supplies, their behavior is generally acceptable, but you need to stay on them and make sure you get your order in..., in the right cycle. I get new supplies every 90 days, so I have to "remind" them. The phone number for the supplies are 1-800-436-5147.

Sheriff