Amazing story with APRIA while CPAP in service Please READ!

[Guest]

Well, back in March, I had posted here about a problem with my Resperonics Auto CPAP failure. Thanks a lot for those who have helped. But the story just began there. I tried to post a link to my previous post but just discovered that CPAPtalk does not allow that. For reference, you can search for user name "pcisuser"

So, I brought my CPAP unit to APRIA (El Segundo branch, California). The representative took apart the blower and gave me back the heater unit. They said it will be in service for about a month and I will have to pay for a loaner if I want to (but must have a new Doctor prescription/request). I didn't want to pay for the loaner and figured out I could live without it for a month.

Well, almost two months have gone by and I had called at least several times. Each time, they said their computer record shows nothing about the unit and they will have to check the warehouse and call me back. Almost in all cases, (except for one instance), I must wait for a few days without any response and then called back myself. The answer was always "our warehouse says they have not seen it yet, just wait and check back later". This week, almost two months now, I called them again and asked for the Resporonic service phone number attempting to follow up myself. I got the number and called them direct. Resperonic service center told me that the machine was received on 3/28/2008 and was retruned on 4/4/2008. I was shocked. So where has it been the last 1.5 month?

I immediately called APRIA again and told the story. The receptionist (Tracy, a soft spoken and nice lady) promised to check on it and will call me the next day. It didn't happen. I then called the central 800 number and complained about the mishandling of my unit (instead of the local 310 area number) The next day, a supervisor "Frank" called me and asked about the problem. I told him the story and he said he would resolve by noon next day. Again, he didn't call me and I had to call him direct after waiting after the noon time as promised. He informed me that they had located the machine and will arrange for me to pickup the next day. All these times, NO ONE had expressed any word of apology at all.

Finally on Friday (4/25/2008), I went to the El Segundo Branch office and picked it up. The unit looked a little different to me but I ccouln't tell why Perhaps it is because it is in an open package with nothing else and without any identification tag indicating it is my machine. I asked the receptionist that there must be something accompanied with this machine (but I didn't remember at that time about the power module) but the clerk said no, that is it.

Today, Saturday, I tried to re-assemble the unit and realized that I got the wrong unit. It does not mate with my M series heater unit. My unit is designed in such a way that the blower can be detached and the power module can be broken apart so that the blower can run by itself with the smaller detached power module. Now I have two problems:
(1) The wrong blower does not mate with the heater unit.
(2) I don't have the small main power module (The power module consists of two parts: the small main power module and the adapter section connected to the heater unit)

All these times, none of the APRIA personnel has said anything word of sorry to me. The package I received does not have any tag, label that can identify which patient it belongs to...

I have some other problems as well when I ordered the machine with APRIA. For example, I have a 500 deductible annually (June to July is the insurance plan year) So, my doctor helped me order several months of filter supply within the same fiscal year that I bought the machine. When I picked it up, they never gave me the filters packages. By the time I realized that, it was 6/30/2007, the last day at 4 PM. They said they will re-order that for me but that will put the purchase as part of next 2008 medical plan year (2008). That means I had to pay it with my money as I needed to satisfy the new plan year's 500 deductible.

I have tried to switch to another store but they always say "we must have a sleep study from you. We have to re-start everything with your insurance." It is just such a big hassle. That is why I have still stayed with APRIA because they have my entire record (just like HMO). This Sleep treatment industry is just so so bureaucratic and full of craps that make it so hard to switch from one vendor to another even though I have the PPO plan.

Another story I have with the El Segundo Branch APRIA was that whenever I called them and asked to talk to someone in the office (DIGNA) the clerk would always say: "she is out for lunch". It happened at 1PM, 2PM, 3PM, 4PM... So ridiculous... Well, they no longer say it now (I guess someone might have complained about this). It is just so frustrating to deal with them. In one case, I made an appointment to see Digna and was late about 10 minutes. The receptionist (not the same person now) told me I had to make another appointment to see her. I asked to wait but they denied it.... I knwed that she was not busy back there but I had a feeling that they tried to create all kind of inconvenience so to slow down or to reduce the need to deal with customers. It was worse than trying to see your doctor. (This is a tactic that is used by some HMÔ doctors. About ten years ago, my wife enrolled in a dental HMO group and her appointment must be made at least half year in advance. An inconvenience that will discourage the HMO patient to come.)

Could some one provide me a good/valid APRIA HQ Complain number where I can complain directly. APRIA, the way I experience it, is no different than some government agencies. So ineffective, irresponsible, and its staff is probably so relaxed on the job that I must say "Apria Personnel Rated Inferior in Assistance" (APRIA). Unless I get the right phone number and talk to the proper manager, I think I am wasting my time to deal with the local office now.

Thanks a lot for your help in advance.

[RipVW]

Here's a website that takes complaints against them.

http://www.complaintsboard.com/complain ... 12335.html

And here's their contact info for issues:

By phone: (800) 277-4288.

Email: For comments or issues regarding your current service, please contact patient_satisfaction@apria.com

Good luck!

[PacificaSue]

I am only about 6 weeks into this whole thing and I am amazed at the lack of help at Apria. They have a big sign wanting you to tell them how great they are doing. NOT. I arrived early for my first appointment and we waited for 20 minutes after the appointment time for the group to go in. I paid my deductable like asked. The next week we were supposed to have individual appointments. WRONG. I waited 45 minutes and they handed me a machine and said pay your deductable. I explained that I had done that but no, they hadn't taken the money yet so do it again. That machine was awful so I went back the next week for another one ordered by my DME at Kaiser. Again I waited 45 minutes. They wanted my deductible yet again but needed to change it all so as not to charge me twice. They almost gave me back my old machine along with the new one ( should have taken it but I am too honest for that.) It took almost two weeks for them to allow me to come in to pick up a new mask. Anyway it seems they have no clue at all how to deal with people. Kaiser here only uses Apria so I have no choice. I try being nice to them.

[RipVW]

Hello & Welcome, PacificaSue! Glad you found this forum--SO much useful info and SO many helpful people here!

It took me almost a year and a half of useless CPAP therapy before I found cpaptalk.com--the support and information available here saved my life!

"You are getting sleepy . . ."

[Slinky]

Nice, smice. Its not enough to complain to the Apria higher ups, your insurances, including Kaiser, need to be made aware of the lousy service from Apria. Otherwise Apria will continue to get away w/shoddy service w/no real incentive to change and insurances will keep contracting w/them.

[jsmythe]

I too have had similar problems with Apria, and now have another DME for my supplies.

What is it about the DMEs who know absolutely nothing about Cpap and sleep apnea and the supplies? I feel like if they are required to sell it, they should be required to be educated about it.

[pratzert]

I have my insurance coverage thru CIGNA who, in turn, uses Apria exclusivly for DME supplies. There is no other choice if you have CIGNA.

My experience with Apria has been so bad, that I absolutely refuse to even call them anymore.

CIGNA would pay for everything DME related at 100%. But I HATE Apria so much that I pay for all of my CPAP iutme out of my own pocket.

Yes, I even bought my own CPAP machine.

Apria has the most incompetent, rude, ignorant people I have ever dealt with.

If you do a search on this board for "Apria", you will see many, many stories of poor service from Apria.

So you are not alone in your experience with them.... not that it makes you feel any better.... but many of us have had the "Apria moment" !

Tim

[GumbyCT]

Is it true they are changing their name to Apnea? Really?

[DreamDiver]

I got a letter from Apria two months ago telling me that I will love to be put on an automated phone-in computer list that will ask me simple questions and allow me phone in my compliance data and order more supplies automatically. It was a form letter without date, return address or even a copied signature at the end. Nothing else was in the envelope.

I confess my reply was a fairly snotty letter, suggesting that I was not a number and that they could put me on their 'do not call' list.

When I first considered Apria, I had to suggest to them that I'd just order it online if they couldn't get my M-Series Pro. When they 'relented' and suddenly were able to get it, the on-board AHI readings had been purposefully hidden from within the administrative panel by Apria's staff. When I told them I could see the AHI, they told me I should not be able to, like I'd done something naughty or illegal. I said, "Oh, that's right. Funny, I thought I saw AHI readings." The brief pause in our conversation suggested that she knew I knew the readings could be made available, and she knew I knew she that she had purposefully hidden them... Gotcha, Apria.

From my letter to them: "There seems to be a ‘system’ in place to keep customers in the dark about how the machine works and how you can tweak it for better therapy. First you have to get another sleep study or have an oximetry test. Then you have to have a respiratory therapist change the pressure for you. I ask you – if six-year-olds can manage their insulin shots, why is it so difficult to expect adults to manage something considerably less life-threatening like AHI’s and pressure? Come on. AHI is a simpler measure of incorrect pressure than oximetry readings. It’s also – you guessed it – cheaper, so Apria and a whole host of health care providers are cut out of the money loop. If anything seems like a pork-belly scheme to me, it’s the hand-shaking between providers in the sleep therapy community – all to the detriment of real care and knowledge to the patient."

My contract for the cpap rent-to-own ends with Apria in June.
I will have nothing to do with them except to pay the monthly fee until then.
I will contact my Insurance company and put in the works a change to make someone else my DME.

Now don't laugh - can somebody tell me a reliable HONEST and informative national DME that United Health Care will pay for?

[rested gal]

Guest, what a mess of an experience you've been through.

Inexcusable, the way that Apria branch has (mis)handled things for you.

[pcisuser]

I am the original poster and just found that I have posted it as "guest".
Thanks a lot for the information you have provided.

I hope that everyone having a problem with APRIA can continue to post here. That way, we can build up a strong voice to get the attention of APRIA top managers (I may be dreaming here as he/she, being the managers of such a problematic company, would not want any more headache from us here) and insurance companies.

Please continue to provide your comments/stories here. I think APRIA is having little competition out there as the same time making so much money from this business. They really need to understand our problems as well as to improve their personnel training and attitude.

Thanks.

[Snoredog]

NOT the first horror story I've read about that company,

we've tried to warn everyone to:

1. Get a copy of your sleep study, after the results are delivered to you by a licensed doctor you have every legal right to a copy. Get a copy from the Sleep lab where you had the study completed.

2. Get a copy and KEEP your original prescription, when they come up with a cure for OSA your prescription will expire.

3. that conglomerate DME company is the biggest POS DME there is, highest price, poorest service. Yeah I know they may screw up and actually give one or two acceptable service but that don't make up for the crap everyone else has to deal with.

We've said before for what they charge you are better off taking your PSG and script and just buying an autopap outright on your own, you will be money ahead.

and I've been saying that for 8 years now and it is more true today than it was yesterday.

Insurance companies love them, they piss people off and they give up therapy, that means less money put out by the insurance company.

Sleep medicine is a racket and a ripoff, only guys still wearing a white hat in my opinion is cpap.com and a few other on-line suppliers that continue to hold down costs.

Then every time you turn around they are the ones getting the shaft by these mfg's due to complaints and pressure from the likes of that POS company this discussion is about and brick and mortar DMEs doing the same. Corporate greed is what it is.

You want to hurt that POS company, just don't buy from them, you'll never need a replacement hose every month anyway.

[stevoreno]

I am the original poster and just found that I have posted it as "guest".
Thanks a lot for the information you have provided.

I hope that everyone having a problem with APRIA can continue to post here. That way, we can build up a strong voice to get the attention of APRIA top managers (I may be dreaming here as he/she, being the managers of such a problematic company, would not want any more headache from us here) and insurance companies.

Please continue to provide your comments/stories here. I think APRIA is having little competition out there as the same time making so much money from this business. They really need to understand our problems as well as to improve their personnel training and attitude.

Thanks.

Well I certainly hope that I don't run into any problems in my dealings with Apria Healthcare because after having dealt previously with 2 other DME's I gave Apria Healthcare a shot and they came through for me by providing me with a Respironics M Series Pro CPAP with C-Flex, ( Model #DS400S ), something the two previous DME's refused to do because of my meager insurance.

One tried to give me a DS100 while the second one said the best they would agree to do was a DS200 but decided to back out at the last minute on going through with a machine when they learned that my 9 year old Sullivan CPAP still worked, something I did not conceal from them. The rep from DME #2 wanted to see it so I showed it to him and he couldn't believe that the machine still worked.

The lady who I have been dealing with from the start at Apria Healthcare has been exremely nice, the RT who delivered the new machine to my house less than 2 weeks ago, who set everything up for me and took time to explain how the machine worked was also very professional and nice.

After striking out with the 2 previous DME's I was reluctant to go to Apria Healthcare at first after having read so many horror stories here on this board about other patients dealings with Apria Healthcare but since Apria Healthcare was my last DME to consider I really didn't have much of a choice if I wanted my insurance to pay for the machine.

From the time Apria Healthcare began processing my paperwork I had my new machine in less than 2 weeks which I considered to be very fast. Again I certainly hope I don't encounter any problems with my local Apria Healthcare branch like so many others posting on this board have had with their local Apria Healthcare branches because it's been a long road to go for me to get to where I am today with Apria Healthcare agreeing to provide me with a fully data capable CPAP machine when 2 other DME's would not.

[pcisuser]

Oh, I've just found out tonight (Friday 4/27/2008) that in order to mate the blower to the heater platform, a cover at the connection port should be removed. So, blower unit can now be mated/fitted to the unit. However, due to the lack of any kind of identification tag, I am not sure if this is my original unit though.

Besides, the unit I received from APRIA on Friday afternoon does NOT have the power converter unit and I still cannot use it at all. I have to wait until Monday to contact APRIA office.

I sincerely apologize for my statement on the wrong blower unit (i.e. cannot be mated with the heater unit/platform. However, all other statements, including the power module, the problems encountered with APRIA personnel in the past, and the misplacements of this unit for almost two months are still true.

[MrRandom]

Oh, I've just found out tonight (Friday 4/27/2008) that in order to mate the blower to the heater platform, a cover at the connection port should be removed. So, blower unit can now be mated/fitted to the unit.

It's an honest mistake. I'm glad you figured it out. If your DME were worth a crap (obviously they aren't!), they would have told you about that piece needing to be removed to attach the humidifier. Sorry you had such a bad experience, even more sorry you can't change providers. What a nightmare.