Apria and the Headrest Mask

Kiralynx · Post by **Kiralynx** » Thu Dec 17, 2009 2:47 pm

After the adventure of Babette the Foundling Beagle and my Mask, (viewtopic.php?f=1&t=47215&p=425691&hili ... le#p425691) I decided to order a back-up Headrest. I was due for a new mask, but hadn't bothered to order one because the Headrest was working just fine, and so was my CL2, and I didn't see any point in ordering unneeded supplies.

So far, the one competent Apria employee I've encountered was the respiratory therapist who arranged for me to get my excellent BiPap Auto SV.

I call the Apria 800 number.....

Me: I want to order a new mask -- the Aeiomed Headrest, which I've been using for the last six months.

Apria: (fumbles around) That's not the mask you ordered the last time.

Me: That mask was a oral mask for use while I was sick. I do not use it every day. I want to order Aeiomed's Headrest.

Apria: If you're getting a new mask, we have to schedule you for a mask fitting. It may be a couple weeks before they can work you in, but let me see what they have available.

Me: I don't need a mask fitting -- I'm already using this mask. I know how it fits.

Apria: But you haven't gotten this mask from US, so you have to have a mask fitting.

Me: You didn't insist on a mask fitting for the Oracle, and I hadn't ordered that from you before, either.

Apria: Well, you have to have a mask fitting before you can order.

Me: Has the New Orleans office set up a proper mask-fitting room? Do they have a bed where I can lie down, and test the new mask under my specific pressures, and in the positions I'll be using it? They didn't have one the last time I was there -- the RT fit me sitting up in a chair.

Apria: Uh, I don't know... but the technician will know just how to do it. That's why you have to have a fitting.

Me: No. A mask fitting done sitting up in a chair is useless. If they don't have a mask fitting room, there's no point in scheduling a fitting.

Apria: But you have to schedule a fitting before you can order a mask!

Me: I'm already using this mask. I don't need a fitting.

Apria: But....

Me: What part of "I'm already using this mask, and don't need a fitting" is unclear?

Apria: (fumbles around) You can't order that. We don't have a agreement with that company, so you're not permitted to order that mask.

Me: I see. May I speak to a supervisor please?

(Replay of above scene.)

Me: (off telephone) (Look up Aeiomed website and find contact information. Send email requesting information about how to obtain their mask, since Apria says they cannot order it. FOUR MINUTES later, email comes back with "Apria certainly can, and does order from us. Here's the part number. Here's my personal email and phone number if there are any questions.)

Me: (on phone to Apria) I want to order a new mask, the Aeiomed Headrest.

(replay of "you have to schedule a mask fitting.")

Apria: (fumbles around) That's not the mask you ordered the last time.

Me: That mask was am oral mask for use while I was sick. I do not use it every day. I want to order Aeiomed's Headrest.

Apria: (fumbles around) You can't order that. We don't have a agreement with that company, so you're not permitted to order that mask.

Me: I see. May I speak to your supervisor please?

Apria: He's in a meeting. You'll have to call back.

Me: Thank you. What is his name, and his direct phone line, please?

Apria: It's.....

Me: Thank you.

Then spent the next four hours trying to reach Mr. Supervisor, who was, variously, "Out of the office" or "In a meeting" or "On the phone."

Me: I have been calling and attempting to reach Mr. Supervisor, but it appears he is unavailable today. I would like to speak to his supervisor, please.

Apria: Oh! Uh, just a moment.... (5-6 minutes of Apria advertising about how wonderful they are.)

Apria Sup: Yes, how may I help you?

Me: I have been attempting to order a new mask, the Aeiomed Headrest. Your regular workers insist that I am not permitted to order that mask through Apria, and that I will have to get it off the net, and pay for it out of pocket. I have contacted the mask manufacturer, and have been advised that Apria can and does order from them, and what the order number is. I have to assume that for some reason, this order number is not in your system. Also, they insist I have to schedule a mask fitting -- and since your New Orleans office doesn't have a mask fitting room where I can lie down and try a mask under pressure, it wouldn't be much use, would it? Plus, I don't need a fitting on a mask I'm already using, do I?

Apria Sup: I'll be happy to take that order for you. No, certainly you don't need a fitting if you're already using the mask and it works.

Me: (Gives information, including part number.) I would also like a replacement strap for my Comfortlite 2. That mask is still good, and I alternate between it and the Headrest, but after 13 months, the strap is worn.

Apria Sup: I'll add that to your order.

Me: Thank you.

One week later, my phone rings:

Me: Hello?

Apria Rep: This is ____, from Apria. I need to speak to ____.

Me: This is she.

Apria: I need to confirm this mask order. The part number doesn't match with your last order.

Me: No, it wouldn't. The mask I ordered in April was the Oracle. I am now ordering the Aeiomed Headrest. That's why the part numbers don't match. They are two different masks.

Apria: Well, why do you want to order a different mask? (in tones that suggest the Aeiomed Headrest is a horrible mask that no sane person would want) Have you ever SEEN this thing?

Me: Yes, I have. In fact, it's an excellent mask, and I've been using it for the last six months.

Apria: But you ordered the Oracle last time.

Me: I ordered the Oracle because I was sick and could not breathe through my nose. It's OK when I'm sick, but it would be terrible for me every day. That's why I want the Aeiomed Headrest. I have the part number, in case it's not in your system.

Apria: I have the part number. I researched this for you. (suggesting that she spent hours finding information)

Me: (rolling eyes at ceiling)

Apria: You had better be sure this is the mask you really want, because you cannot return it once we order it.

Me: I have been using this mask for the last six months. It's an excellent mask. I won't be returning it. I also need a strap for my Comfortlite 2.

Apria: All right. I'll place the order.

Me: Please be sure the new mask and strap are placed in a secure box for delivery. When my last set of nasal pillows was ordered, they were tossed in a plain envelope and arrived mangled and unusable. I don't want to have to go out the local office again to return supplies because of delivery issues.

Apria: I'll make a note of it.

Me: Thank you very much. Have a pleasant day.

Ten days later, the mask arrived. In a plain brown box which had been used for other supplies, with labels crossed out and my address written in magic marker in the upper left hand corner as if it were the return address. The Headrest was in it. The CL2 strap was not.

I get to call Apria again.....

[edited to add the part about the mask fitting]

Gerryk · Post by **Gerryk** » Thu Dec 17, 2009 3:50 pm

While your at it suggest they order some replacement floor tiles for you because they are wearing yours out with all the running around your getting.

I feel bad for all of you that have to order your supplies like that. I guess I am spoiled. All I have to do is make a quick phone call and I either talk to one person or leave a message for her if she is busy. I normally get a phone call back within a half hour. If I send an email I usually get one back within a half hour.
The email or phone call I get usually says my supplies are ready that I can stop by and pick them up anytime I want.

I guess I am very lucky.

Gerry

DreamOn · Post by **DreamOn** » Thu Dec 17, 2009 3:52 pm

I just wanted to SCREAM numerous times while I was reading your tale of woe! Geez! You handled the situation very well. Perhaps the CL2 strap was sent separately.

Apria is listed as one of my insurance in-network providers. I skipped right over them after reading all the war stories here. I've had my frustrations with my DME, but not to that degree (yet, anyway). It's unbelievable how much incompetence is out there! Argh! Do you have any other DME choices?

sronsen · Post by **sronsen** » Thu Dec 17, 2009 3:55 pm

Kiralynx,

If you will, what will the Headrest cost you from Apria? How much will they bill, and how much will your insurance cover? How much less than purchasing on-line and submitting the bill to the insurance company?

You're story just reinforces why I have had no use for these people and their ilk for almost ten years. I decided I wanted a Headrest, ordered it, received it in two days and submitted the bill to the insurance company which covered 70%. The On-line cost was less than $90. Is going thru Apria giving you any better deal? Oh, forgot to mention - my approach didn't increase my blood pressure. I didn't have to argue with anyone or explain my actions.

Steve

Kiralynx · Post by **Kiralynx** » Thu Dec 17, 2009 4:45 pm

Gerryk wrote:While your at it suggest they order some replacement floor tiles for you because they are wearing yours out with all the running around your getting.

Hey, that's a good idea....!

Gerryk wrote:I feel bad for all of you that have to order your supplies like that. I guess I am spoiled. All I have to do is make a quick phone call and I either talk to one person or leave a message for her if she is busy. I normally get a phone call back within a half hour. If I send an email I usually get one back within a half hour.
The email or phone call I get usually says my supplies are ready that I can stop by and pick them up anytime I want.

I guess I am very lucky.

Gerry,

I think you are. My dealings with the Apria RT have been decent -- she got me a machine which has proved to be an excellent one for my therapy.

But I dread having to order supplies because every conversation I have with Apria goes along the lines of the one above.

Kiralynx · Post by **Kiralynx** » Thu Dec 17, 2009 5:01 pm

DreamOn wrote:I just wanted to SCREAM numerous times while I was reading your tale of woe! Geez! You handled the situation very well. Perhaps the CL2 strap was sent separately.

I can only hope it was sent separately. <wry grin> My recounting of it sounds much calmer than I actually was. We won't discuss what my blood pressure was.

DreamOn wrote:Apria is listed as one of my insurance in-network providers. I skipped right over them after reading all the war stories here. I've had my frustrations with my DME, but not to that degree (yet, anyway). It's unbelievable how much incompetence is out there! Argh! Do you have any other DME choices?

Lincare, I believe, in addition to Apria. Plenty of DMEs -- but those are the only ones which carry CPAP equipment AND are covered by my insurance.

I think the saddest part is that this level of incompetence does not have to be.

Patrick A · Post by **Patrick A** » Thu Dec 17, 2009 5:03 pm

People wonder why I call them APRIA RIPOFF ?
I guess I'm not the only one that has had to boagma dealing with them (you can let your imagination fill in the words)

DreamOn · Post by **DreamOn** » Thu Dec 17, 2009 5:25 pm

Kiralynx wrote:Lincare, I believe, in addition to Apria.

Perhaps it's time to give Lincare a try. They certainly can't be any WORSE than your experiences with Apria!

I think the saddest part is that this level of incompetence does not have to be.

So true. If these companies would get their act together and not make us go through so many hoops to get what we're paying for, they would get great recommendations and more referral (and repeat) business.

~ DreamOn

Kiralynx · Post by **Kiralynx** » Thu Dec 17, 2009 5:42 pm

sronsen wrote:If you will, what will the Headrest cost you from Apria? How much will they bill, and how much will your insurance cover? How much less than purchasing on-line and submitting the bill to the insurance company?

Steve,

One of the reasons I keep trying to go through the insurance-approved DME is because I have amazingly good insurance where CPAP is concerned. They pay 100% of all supplies. And of my machines. They don't pay for "comfort items" like my Hozer, or the Pad-a-cheek items, or the cpap aromatherapy, or my software and card reader, but they paid for everything else.

sronsen wrote:Your story just reinforces why I have had no use for these people and their ilk for almost ten years. I decided I wanted a Headrest, ordered it, received it in two days and submitted the bill to the insurance company which covered 70%. The On-line cost was less than $90. Is going thru Apria giving you any better deal? Oh, forgot to mention - my approach didn't increase my blood pressure. I didn't have to argue with anyone or explain my actions.

The Headrest I'm currently using I got from an on-line special for a pretty amazing price. Other than that, CPAP.COM's price is good.

Going through Apria is "free," if you discount the frustration and high blood pressure.

It's taken me 7 months to extract from my insurance how to submit a form -- and then the form they provided me is for reimbursement to my doctor, not to me.

It's hard to decide which is more frustrating. Trying to get reimbursement from the bleeping insurance, or deeling with the bleeping insurance's designated DME. (With apologies, of course, to CPAPTalk's Bleeping Beauty... there's nothing beautiful about DME-related bleeps.)

Gerryk · Post by **Gerryk** » Thu Dec 17, 2009 11:10 pm

If someone from the area were to ask me if I knew a place to get supplies locally I would give them the number of my DME. If they were looking for ordering supplies online, then its here of course.

We should all be glad we have the access to healthcare that we have, it could be worst. We could all have nothing or have to move to where it is.
Gerry

cflame1 · Post by **cflame1** » Thu Dec 17, 2009 11:24 pm

DreamOn wrote: Perhaps it's time to give Lincare a try.

Don't bother... unless your machine is rented, you won't get any better service from Lincare than you did from Apria.

ozij · Post by **ozij** » Thu Dec 17, 2009 11:58 pm

Those support people must be working by a script, just like the computer support people. And they probably have to step by the script, or else..... probably nobody in the company even expects those people at the phone to be knowlegeable -- and I bet nobody trains them either.

That was a funny read, Kira - though I do realize how frustrating it was.

O.

Tcamillemars · Post by **Tcamillemars** » Fri Dec 18, 2009 6:39 am

Been there, done that, bought the T shirt..... They told me I would have to make a 40 minute drive to pick up a new filter once a month, which my insurance would pay at 50%. A filter would cost $6, so I would get to spend my time and gas money to buy 1 filter at a time...... I told them they were fired, and I now order them off cpap.com. The bill for my initial setup was also over $3000, for the absolute bottom line machine. I got to pay my $1500 deductible plus another $750., which makes my share $2250. After 14 months they still say I owe $126 for the hose which the insurance denied. I have fought that like crazy but it still went to collections and I have no intention of paying it. It will greatly affect my credit score, but at this point I don't care. The insurance company says I do not owe that money and that the charge is because they double billed everything. Their automated phone system calls me every so often to see if I need supplies and I get great joy in verbally abusing their "automater". Unfortunately that is the ONLY company my insurance contracts with in my area. I even called the insurance company and told them they were getting ripped off, but they didn't seem to care. I refuse to go through insurance at all now as it's so much cheaper to buy online. (thanks Johnny)

jlgwinn · Post by **jlgwinn** » Fri Dec 18, 2009 9:15 am

Sorry to read about your misfortune here. I'm out of the High Point/Greensboro, NC area and use the Apria on Piedmont Parkway. I must say that they are very helpful and responsive to my needs. It's more so my doctor's office that can't get the order straight or flat out not listening to me. With that being said, is it the company as a whole that's bad or the people that they have employed there? A couple goof balls with any company will put a bad taste in your mouth especially companys that's dealing with your health. Good luck with your next go around with them.

Jeff

Mr Capers · Post by **Mr Capers** » Fri Dec 18, 2009 10:06 am

Hi Kiralynx,

Your Apria dialog was beautifully done. (Have you read Dalton Trumbo's letters?)

Just to confound us all, my Apria has been quite cooperative. I'm on my fourth free mask to try. My issue is at the other end - my HMO will only order one mask unless I make an appointment, let them choose a mask for me, fit me, and make a change in my prescription. Mask fitting is done in a chair, not lying down, and with straps headache inducing tight which makes getting a comfortable, well-fitted mask a serious challenge. This feels like the Army/Navy/Air Force to me and I did my time already.

Next life, we will be the windshield and they will be the bugs.

Endure, thrive on their stupidity, and confound them all
Mr Capers

Apria and the Headrest Mask

Apria and the Headrest Mask

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Additional Comments: IPAP: 14/6 cm H2O; EPAP: 6 cm H20; Back-up rate: Auto Oximeter: CMS 50E

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Additional Comments: SleepyHead v1.0.0

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