Jeff H.

My doctor sent work order and my sleep study results to Apria. Each time I called, they said they had the work order but not the sleep study. I called my doctor, and they told me they had sent everything to Apria and will send them again. Over a period of six months, my doctor sent the required documents a dozen times and each time Apria claimed that sleep study was missing. Finally, I asked my doctor to fax the document to me. Apparently, each time the doctor's office faxed the documents they had placed the work order on top and sleep study at the bottom. I changed the order of documents (placed sleep study on top and then the work order) and faxed the documents to Apria. This time it worked. Finally after six month the CPAP machine was shipped to me. I set up appointment with a therapist to go over the equipment. I then tried the machine and it did not work for me. I was then told that a therapist will call me to figure out which mask will work for me. Few days later I had a missed call from the therapist asking me to call her back. I called back the number, and the person who answered the call had no idea who had called me or even did not know why I need to talk to a therapist. I was supposed to exchange and get a fitting mask free of charge within 30 days. But that 30 days had started from the day they set up my account before even shipping the equipment. Finally, by the time I was able to talk to a therapist for full face mask, 30 day was past. The therapist told me they will add a note to my file that I am still eligible for a full face mast. After several other calls and waiting days to be contacted again, they told me I was not eligible for a mask since the 30 day was gone. Now I have a useless machine that Apria keeps charging me and my insurance company. So far, they have charged me on the day the account was set up, and a second time right 30 days after that. I am returning their equipment before the next billing cycle. I have already reported them to my insurance company. I will also make stop payment on my credit card so that I will not be charged next month. I have lost more than eight month not having/getting a usable medical device that I have been prescribed by my doctor. Even if Apria does not refund me, I am happy to finally go with another capable company. Apria cannot even read the second page of their incoming fax documents. I feel that was partially my fault that waited so long and hoped they can deliver. That was a mistake.