Apria and the Headrest Mask

Mr Capers wrote:Hi Kiralynx,

Just to confound us all, my Apria has been quite cooperative.

Bless you for your post. My insurance company just dumped my current DME in favor of Apria. Maybe my branch will be reasonable.

I'm going to call my doctor first to see what the script says. I knew a new authorization was going out (I thought to purchase my current machine). I didn't know I was going to have to turn in the machine I've become so fond of and jettison my very helpful RT. I at least want to get the same machine, and the pressure I use now is .5 cm higher than the original script.

I so SO pissed right now, but at my insurance company. I will try to think kind thoughts about Apria until proven differently.

Scarlet834 wrote:

Mr Capers wrote:Hi Kiralynx,

Just to confound us all, my Apria has been quite cooperative.

Bless you for your post. My insurance company just dumped my current DME in favor of Apria. Maybe my branch will be reasonable.

I'm going to call my doctor first to see what the script says. I knew a new authorization was going out (I thought to purchase my current machine). I didn't know I was going to have to turn in the machine I've become so fond of and jettison my very helpful RT. I at least want to get the same machine, and the pressure I use now is .5 cm higher than the original script.

I so SO pissed right now, but at my insurance company. I will try to think kind thoughts about Apria until proven differently.

With Apria you will probably get cheapest cpap machine that they can give you. Good Luck.
Oh and the worst customer service you can imagine. I would not wish them on my worst enemy.

Gerryk wrote: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,

My nephew lives in the Chicago suburbs. I have good friends in Milwaukee. <g> Next time I'm up that way, and need help, I'll be sure to contact you!

ozij wrote: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.

Ozij,

Sometimes, if you don't laugh, you'll scream. And yes, I'm sure they're working from a script. I really ought to go back and edit the post... I just realized I left one of the better parts out.

It's kind of interesting that it took Aeiomed FOUR MINUTES to respond -- but Apria takes a week to "research" the matter.

Tcamillemars wrote:Been there, done that, bought the T shirt.....

Sad, isn't it?

jlgwinn wrote: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,

Three cheers for the Piedmont Parkway Apria!

In fairness to the local Apria, I have to say that their RT is very, very good. I got a top of the line machine which has been very well suited to my needs. She did not encourage me in getting software and card reader, but when I told her I had it, she asked if I knew how to use it, and I said I did. She was also responsive to changing my pressures when the data demonstrated a need. (She slipped up on the business of my having both a nasal / nasal pillows mask AND a full face mask for when I am sick, and I was very grumpy about it at the time, but perhaps she was handicapped by Company Rules.) She also researched the possibility of another, less expensive machine for me to use as a back-up -- but I was fortunate and found another ASV on CPAPAuction.

The people I seem to have the most trouble with are those answering the supply line, and the run-of-the-mill people who fill orders.

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

I know OF Trumbo, but regret to say that I've not read his letters.

Mr Capers wrote: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.

Hey, that makes two locations which are good! Maybe it's contagious! (I'm currently going 'round the mulberry bush with my insurance, which insists I have to have my doc's permission to change DMEs!)

Mr Capers wrote:Next life, we will be the windshield and they will be the bugs.

Endure, thrive on their stupidity, and confound them all

Amen to that -- I like your point of view!

Did I miss something here or was your order still not placed?

This really sucks. I call or email and place my order and I usually pick it up the same day, usually within a half to an hour of calling or emailing.

Time to open up a big can of whoop !%% on someone! Where do I go who's gettin it today?

Gerry

Scarlet834 wrote:I will try to think kind thoughts about Apria until proven differently.

Scarlet,

Make sure you have a copy of all of your prescriptions. Make sure you know exactly what machine and/or supplies you want. Be prepared to patiently repeat, "I'm sorry, that's not acceptable," as many times as you have to in order to get what you need to make your therapy successful.

And remember: just because you are prepared does not mean you will have to use the ammunition you have prepared.

As Samwise Gamgee said, in Lord of the Rings, "Rope. If you haven't got it, you're sure to need it." I think that applies to any situation.

Gerryk wrote:Did I miss something here or was your order still not placed?

This really sucks. I call or email and place my order and I usually pick it up the same day, usually within a half to an hour of calling or emailing.

Time to open up a big can of whoop !%% on someone! Where do I go who's gettin it today?

Gerry,

With the local Apria, you have to place an order through their 800 number and then it takes 5-7 working days to come in to the local office. Then the local office staff place it in an envelope and mail it to you, which takes another 2-3 days. Yes, I said "envelope." That's how a set of nasal pillows was shipped to me, and arrived ruined and mangled.

They have NO supplies or equipment on hand. Back in April, when I came down with a respiratory infection, I called to come pick up a full-face mask. They didn't have any on hand. It had to be ordered -- and would take 5-7 working days to come in. I called CPAP.COM when I got off the phone with Apria, and ordered a mask with next day delivery -- and had it by 10a the next day.

They blame it on Hurricane Katrina. There's quite a bit in this city that is still sub par thanks to Hurricane Katrina -- but Katrina did not destroy the Apria building, and it did not flood, so far as I know. At least, if it did, you can't tell it from the outside. And Katrina was four years ago. There's a great deal that I am willing to let slide because of Hurricane Katrina... but not medical care.

I did finally get my Headrest mask from them. However, they forgot to put in the Comfortlite 2 strap which I ordered at the same time. Thus I get to call Apria again....

If I had service like that, I would call my insurance company daily heck several times a day to complain until they gave me a provider that I was happy with that kept supplies in hand.

I never realized how good I have it. As I stated the place my insurance pays for is also the sleep lab I went to but on the other side of the building. They are fantastic. I also have an internet supplier in town here. They do sell to the general public for walk in sales.

I guess the only other thing I could ask for is if cpap.com opened up in town.

Gerry

Gerryk wrote:If I had service like that, I would call my insurance company daily heck several times a day to complain until they gave me a provider that I was happy with that kept supplies in hand.

Probably a thought for another thread, but my insurance is presently insisting that I'm not permitted to change DMEs without a referral from my primary care physician.

Gerryk wrote: I never realized how good I have it. As I stated the place my insurance pays for is also the sleep lab I went to but on the other side of the building. They are fantastic. I also have an internet supplier in town here. They do sell to the general public for walk in sales.

There are a bunch of really nice mom-and-pop DMEs here in the city, but none of them are under contract to my insurance. I've checked their out-of-pocket costs, and it's actually less expensive to order next-day delivery from CPAP.COM than to go OOP locally.

Gerryk wrote: I guess the only other thing I could ask for is if cpap.com opened up in town.

Oh, now, THAT would be nice! About the only reason I'd consider moving to Houston! But I will say that CPAP.COM does pretty well with their regular free shipping. If I order Monday before 4p, it'll be on my doorstep by 4p on Wednesday.

Kiralynx wrote:

Scarlet834 wrote:I will try to think kind thoughts about Apria until proven differently.

Scarlet,

Make sure you have a copy of all of your prescriptions. Make sure you know exactly what machine and/or supplies you want. Be prepared to patiently repeat, "I'm sorry, that's not acceptable," as many times as you have to in order to get what you need to make your therapy successful.

And remember: just because you are prepared does not mean you will have to use the ammunition you have prepared.

As Samwise Gamgee said, in Lord of the Rings, "Rope. If you haven't got it, you're sure to need it." I think that applies to any situation.

Thank you for the advice. I know what I would pay for my current machine and humidifier on-line, and if my out-of-pocket will not be less than that I'm buying my replacement myself. It could be worse--I could be going to Apria when I was a complete newbie and had no idea what machine does what. I do have to get a copy of my prescription, and I'm going to do my best to have my PCP update it from what the sleep study said (9.5 cm instead of 9.0 cm).

I'm hoping I can get by without an in-office visit to Apria because I've already lost so much time at work getting this all set up in the first place, and I'm one of the few folks covering over the holidays. If I don't get replacement set up before the end of the year I think I'll be owing my current rental out-of-pocket, though I can appeal. It kills me to have that rent-to-own money out of the window, but at least I received effective medical treatment. That's the most important thing, right? I could still be a walking zombie.

Kiralynx wrote:Probably a thought for another thread, but my insurance is presently insisting that I'm not permitted to change DMEs without a referral from my primary care physician.

A-M-A-Z-I-N-G....wow. I hope you do start a thread about that. Simply amazing.

rested gal wrote:

Kiralynx wrote:Probably a thought for another thread, but my insurance is presently insisting that I'm not permitted to change DMEs without a referral from my primary care physician.

A-M-A-Z-I-N-G....wow. I hope you do start a thread about that. Simply amazing.

In my case Apria appears to be the only game in town now. In order to even raise the matter with my insurance company I would need to 1) convince my doctor to request an authorization requesting services from my original DME 2) wait for it to be formally denied by the IPA (which it surely would be) 3) appeal to the insurance company (with little odds of success). In the meantime my rental to the first DME is no longer covered, although that could probably be appealed successfully if the reason for carryover is the time to get new equipment given the holidays.

After hearing from my original DME that they are now completely "out of network" I doubt I will bang my head against that wall, although I do plan to send a letter of complaint. My "out" is buying out of pocket where I choose.