Feels like I was at a car dealer! :-)

I've posted a few times here, so this is somewhat of a repeat, but trying to keep the details minimal, I've had my first CPAP machime about 6 weeks now. I have a Phillips Respironics REMstar PLUS C-Flex machine and a ResMed LT nasal pillow mask. I had my sleep study done at a center and about 6 weeks after the study, received notice from my MD to come in to talk about the results. As recommended by the Sleep Center, my MD also agreed that a ResMed S8 Elite II would be a good choice and he wrote a prescription. About 10 days after that, I received notice from my insurance for me to make an appointment with Apria Healthcare for a CPAP machine and mask.

On the day of my appointment the respiratory therapist who was facilititating our "class" had a new Phillips Respironics REMstar PLUS C-Flex machine sitting on the table for each of us, a few without humidifiers, but most, including mine, with the System One Heated Humidifier. A couple of us expressed concern that we had been expecting to be able to get the ResMed S8 Elite II. She told us that they did not have any in stock, but the REMStar Plus C-Flex, was actually a step up from the ResMed. We questioned the comparative features and the quietness. She told us that with the mask and machine, we would have a 30 day exchange policy, if we found either unsatisfactory. I like the LT, but not so much its headgear and noticed that the ResMed FX was beginning to be available. The REMstar machine, I have found to be annoyingly loud on inhalation etc.

I went to Apria about 5 days before the end of that 30 day period and talked with the receptionist who told me that to do any exchanges that I needed to make an appointment for another "class". I made sure that she noted on my account info that I had been in for an exchange before the end of the 30 days and was told that would be no problem. She told me that they didn't have any S8s available in stock and tht the FX should start arriving in about a week.

Today, 2 weeks later, I went in for a refit "class" along with 5 others. The respiratory tech told me that I was past my 30 day exchange window and would have to pay out of pocket for a new mask, she had never heard of a ResMed FX and that she had found out that if I wanted to exchange machines, and wanted a humidifier, my insurance company had already paid for the REMstar humidifier and since i had used it, I would have to buy out of pocket a humidifier for the S8 Elite II. Their price was $249. They didn't have either the FX or the S8 Elite II in stock anyway... which I found out after the other 5 people had been helped. Two men needing new masks, had not brought their machines and had not been told by Apria to do so, and neither had I, but did have it with me as I was hoping to exchange. So those guys were handed a bag with their new masks and told to go home read the instructions and if they had any questions to call her. One of the guys was pretty frustrated.! LOL

At the end of the hour and a half, I was told they didn't have what I needed in stock, were not sure when if ever the FX would be available, and that a S8 Elite II would need to be ordered, but she was unsure how long it would take to receive it. I was also told that her supervisors might end up insisting that I receive an Escape instead of the Elite II, because all of us who got the REMstars were supposed to be getting just the "basic" RemStars, but the ones we received were the only ones they had in stock at the time. So for the 2nd time, I took everything back home and will be waiting again and will need to check on line to see if the heated humidifier fot the S8 Elite II can be found on line for less than the quited $249 I think I have seen it for about $100 less! She did find out that I had been in before the 30 Day exchange window... so that was a plus LOL!!!

Definitely felt like I had been at a car dealership negotiating for a new car! Geeeeeesh!!!! LOL

a new car? nah -- you were buying that last used car on the lot that leaked oil and needed new tires and the brakes fixed

I actually thought it felt more like what you described, but didn't want to sound like too much of a whiner, but sure seems a goofy way to run a business to me! It seems that they don't stock most replacement items for the machines either, which the others found out today... but that might be somewhat understandable to minimize the neccessity of on hand stock and costs.

APRIA RIPOFF strikes again!!!!

For Good Standards, Car dealers are a cut above DME's, think more on the lines of Lawyers. Jim

"Rule #1, If their mouth is moving, they are lying." Check your DME for having three hands, One to great you, and two in your pocket to take your wallet.

I'm sorry to hear you've been jacked around, though not surprised. I don't know how far you are willing to take this, but the squeaky wheel really does get the grease. You have well documented their misleading and misinformed dealings. Maybe presenting your story to the TOP dog there would change things. Let them know you will be informing your referring doctor of your discontent with their customer service and lack of employee training. Wouldn't it be fun to show up when they have their next scheduled meeting wearing a t-shirt that says, "Good luck doing business with these people!" Signed, "Dataless Data Geek"printed on it. Ok, I must be getting tired and slap happy. Really just saying, if ya gotta go down in this fight, just make sure you don't lay down when you might have won with one more blow.

Hey, Respironics carries comparable functioning machines to the Resmed Elite II, you could ask them if upgrading within their brand would make a difference. Good luck.
Kathy

"my MD also agreed that a ResMed S8 Elite II would be a good choice and he wrote a prescription."

Question - did the perscription specify the machine? If so, perhaps APRIA can explain how they are dispensing against the Dr's orders.

If not, perhaps you can persuade your MD to rewrite the perscription specifying EXACTLY what is to be dispensed.

Also, do you have any alternative DME's available on your insurance? That may be another avenue.

I would ask to upgrade within the Remstar line to save yourself some bucks -- unless your heart is dead set on the Elite.

I think there have been some on here that have said if they are on an HMO for insurance they are more limited on the choice of machines. But if that isn't your case, then stick with it and get them to exchange for a data capable machine.

Yep, I like the way when you talk to the DME's they don't know diddly squat about new items coming out or have been out for awhile. I guess they view as ignorance is bliss. Our Lincare carries very limited choices which is frustrating. And so far have bulked doing any special ordering, even when asked to do so.

I have found the less I deal with them the less stress I have.

Car dealer?

More like a house of ill-repute. Except, when you go there, you KNOW what you'll get for your money...

Unfortunately, health care reform does nothing to push Apria into the city dump. Grass roots effort needed.

Thanks everyone for the responses. Yesterday's visit was frustrating, but comical at the same time, especially since I had received previous feedback here on what to expect. It's pretty obvious watching the other clients that it's not just myself who feels the disorganization and car dealer like "salesmanship", rather than concerned help. On the other hand, they do have a whole lot of people they service daily. Who knows? Apria is going to call me when the equipment I want is in stock and in the case of the ResMed FX available. It remains to be seen whether they will allow for the exchange to the S8 Elite II or require that I receive the Escape. If that is the case.... I'm keeping my machine. The $250 out of pocket cost for the heated humidifier for the S8 was pretty ridiculous, when everyone on line seems to be priced at $149. I'm guessing that I might be able to sell my humidifier for my Phillips Respironics REMstar PLUS C-Flex machine,as it's only had about 5 weeks use.

One interesting thing to me was that of the two clients who had brought their machines, one had an older ResMed pre Elite type and one had a newer REMstar, similar to mine. Once both got set up and on machine with their new masks, it was obvious in that situation that the ResMed was quiter, in that enviornment. The inhalation noise/sound on the REMstar, which is the primary reason I wanted to exchange (besides the data capability) was much more audible, sounding similar to mine.

I think most people, like myself, expected that a company like Apria would be more medically/treatment oriented in terms of service and consultation. That obviously isn't the case, as it's a sales and marketing organization. Once that is understood, it is what it is.

Digeeedad wrote:
I think most people, like myself, expected that a company like Apria would be more medically/treatment oriented in terms of service and consultation. That obviously isn't the case, as it's a sales and marketing organization. Once that is understood, it is what it is.

I don't think the fundamental problem is due to Apria being a sales and marketing organization.

What you have here is large organizations (insurance companies, governments, DMEs) negotiating something on the patient's behalf. This never works well.

What works is the individual negotiating for his own self interest one-on-one with the supplier.

You experienced the first method and were not happy and now you are trying to move to the latter method. Welcome to the club!

I would rank Apria and many other DME's below used car salespeople, hyenas, and even seagulls. Its questionable if they are even fit to be cat food.

Patrick A is right in calling them 'Apria ripoff'.

If there is any way you can find another DME-- or buy your machine online-- I would.

I was at the Toyota dealer this afternoon trying to negotiate a deal for one of their trucks and they would not budge despite having a lot full of them and only one other customer at their dealership. They were sticking to sticker price with a take it or leave it attitude.

I left, the way most should leave DME.

I think I'll try the US government auto dealership tomorrow ...

timbalionguy wrote:I would rank Apria and many other DME's below used car salespeople, hyenas, and even seagulls. Its questionable if they are even fit to be cat food.

ROTFL!!!!!!!! timbalionguy, I absolutely LOVED that!!