Rant about Apria supplier

[jimofsanston]

Well had my issue with Apria healthcare supplier. I did do a search on issues with Apria but thought I would give them a chance. Thought they may have corrected their issues reported. I received my script back in Aug to get a cpap unit and it was sent to the insurance company. They set it up with Apria and they were to come to me to fit and deliver the unit. I had to call them because they never called me to set the appointment. Okay no problem they were located near my office and I could do it while at lunch. I arrived and had to wait then this man took me to a private room to fit and deliver the machine. He starts pulling this machine out that was not in box but in a bag already with the tubing out. I looked at him and told him no this not the machine I was trained on by the Dr. and I was told I was going to be given a S9 unit with humidifier. He said this is what was ordered. I said no I want the S9 and I want it new and in the boxes. He brought out the unit in boxes with some complaining on my part. ( This should have been my first clue). He brings a nasal mask with it. I told him wrong again. I need a full face mask due to me being a mouth breather. ( strike two) Well he brings out a mask and fits me. I take it home and try it for a few days and it doesn't work. So I take it back and get a new one. No problem. They tell me that I get filters and mask and tubing every three months. Okay January 1 I changed insurance companies. So I call the insurance company to find out how do I setup for my replacement supplies. The insurance company calls Apria while I was on the phone and it is setup for me to come in and pickup my supplies. I get there on the appointment day to pickup my stuff and I am promptly told that I can have it that they need to submit to the insurance company for approval and that it would be sent to me by mail in 2-5 days. (Strike Three). Well week goes by and no equipment. Call Apria and they said it has not been sent out and that it takes 7-12 business days to get equipment. I received the equipment on Friday the 17th. I open it and it has the wrong tubing. I have a heated tubing unit, they sent a no heated tubing ( would think they have it in their computers what units they gave you) Well I tried the mask and was getting a 54 L/min leak each night for weekend. So I called them and was told to come in by the person on the phone about the mask and that the correct tubing would be sent to me at no charge. I get there and tell the tech that I received the mask and it is leaking and unsure if it was a defective unit or not. Well he tells be he can't do anything about it and will not replace it. I told him that I will call his main office and advise them that this is a medical device and it does not work. So he goes back to his desk and calls his main office asking for the manager and begins to tell him what is going on. But he did not realize that I was able to hear everything he was telling this manager. He told him a completely different story than what was going on. To the end they are not replacing the unit and I am changing suppliers. I DO NOT RECOMMEND ANYONE GOING TO APRIA HEALTH CARE. They do not support CPAP users they are only suppliers and not a good supplier. They do not warranty the products and they do not stand behind what they supply.

[Denial Dave]

I've been using Apria for more than a year now. I've never had any problems.

[Bobby269]

They will also charge you more than the insurance says that you owe. I went back to the VA so I wouldn't have to put up with them. If you get your supplies in 2 to 5 days you are very lucky.

[sleeplessinaz]

I have been using Apria since 2007 when I was diagnosed and have never ever had a problem with them on anything.

[jencat824]

I fight with Apria regularly for billing errors for my brother-in-law's oxygen. I'm in the middle of getting his annual prior authorization recognized. I've found them hard to deal with for an oxygen dependant patient, I would NOT choose them for my CPAP needs.

Of course this is just my opinion, if they work well for some folks, that's great for them. I have to use Apria for my brother-in-law because they are the provider his insurance uses.

Jen

[avi123]

How about LINCARE? I see that both APRIA and LINCARE are competitive bidder under Medicare.

[Jeannh]

I've never had an Apria transaction go smoothly. They never fit my mask, telling me if I open it, it's mine. (I use our host cpap.com for masks as they can be returned in 30 days) Apria regularly tries to swap out cheaper equipment and takes a long time for supplies. I often have to open a grievance or appeal to get service. They are the only DME I can use, so I've just come to expect and plan for it.

[Denial Dave]

[quote="Bobby269"]They will also charge you more than the insurance says that you owe. I went back to the VA so I wouldn't have to put up with them. If you get your supplies in 2 to 5 days you are very lucky. [/quot if

If you need to have supplies within 2-5 days, I humbly suggest that you need to plan better & have a few spares on hand. Apria delivers my orders within 7-10 business days.

[Kitatonic]

Both my husband and I have used Apria for over two years and have actually experienced better service this past six months. I just call in my order and it is usually delivered within a week, sometimes the next day. Our insurance covers 100% and they seem to bill a "home visit" using the mail delivery to our house, but the overall reimbursement is set by HealthNet. Now, if we are changing masks, they do not seem to return masks, so we just use our host.