Want to Drop Apria - Input Requested

I was diagnosed with sleep apnea last fall. My doctor and the sleep center at my hospital put me in touch with Apria who supplied me with a Philips Respironics REMstar Auto A-Flex CPAP machine and full mask. My sleep experience with the unit has been mostly positive. My experience with Apria...not so much. My sales rep was helpful, but dealing with the Apria billing department can be maddening. I'm not an angry person by nature, but sometimes I find myself shaking with rage after a call.

I just moved from Chicago to Virginia. I emailed my sales rep ahead of time to change my address. I am keeping my health insurance policy for a few months and have the same credit card, so the only change was my address. A few days ago I received an automated call saying my credit card had been declined. After calling Apria, I found out out that they had an incorrect address on file for my credit card - that address being their own offices in Schaumburg, Illinois. I had them update their records with my correct address in Virginia. The next day, another automated call from Apria saying my credit card was declined. Another call to their billing department. They have my correct address in Virginia, but they also keep the old Chicago address on file as well. I asked them to just delete the old address, but they said they can't do that. Something about it being used by another department. But they assured me, no more problems with the credit card. As you've probably guessed, I've received an automated call every business day, saying my credit card was declined and I should contact Apria. Today, they said the system is "updated on the weekend" so I may get more automated calls this week, but by a week from today it should be fixed.

This is just the latest in a long line of issues with Apria billing. And to further complicate matters, my credit card expires next month, and I'll probably be changing health insurance companies soon. My confidence in Apria gettting all these changes right is between slim and none - and slim just left town. Frankly, dealing with this company makes my stomach hurt. I am ready to be done with them, so I came here with my plan to extricate myself from Apria's clutches and see if anyone has any experience or advice as I move forward.

Currently, I'm insured with Assurant Health. As I understand it, since last October I've been renting my CPAP machine. Each month, Apria bills Assurant $58.84, but since I have a high deductible plan with a 50/50 co-pay, every month Apria charges my credit card $29.42, and then another $29.42 about a week later. (And occasionally, they send me a random bill in the mail for $29.42...but I don't know why.) Also as I understand it, this is strictly a rental. I could buy my machine from Apria, but it would cost $874.72. And I don't get any credit for the money I've already paid. That was strictly a rental, not rent-to-own.

So what I propose to do is order the identical CPAP machine through cpap.com for $595 and then after receiving it, return my rental machine to Apria. There is a local Apria office not too far from me, so I could take it in myself rather than ship it. My fear, of course, is that Apria won't stop billing me. Has anyone here ever done this and is there anything I can do to make sure Apria stops billing me? Alternatively, is there another course of action I should take that I haven't considered? When I indicated I might buy a CPAP machine on my own, my Apria sales rep said that I wouldn't be able to set it up, but it's not that complicated, is it?

Thanks in advance for your help.

Kirk

kirkh wrote:When I indicated I might buy a CPAP machine on my own, my Apria sales rep said that I wouldn't be able to set it up, but it's not that complicated, is it?

Not hard to setup at all. See this link for how to get to and adjust things the clinical setup menu and some pictures.
http://www.apneaboard.com/pr-system-one ... structions
There's also a little video at the bottom of the page you can watch to see how easy it is to set up.

I don't know how to advise you on how to deal with Apria with the return of the machine....but make sure you get a receipt acknowledging that they accepted the machine in return so that you will have proof of the return when they bill you again for the rental...and they will.

I'm getting rid of Apria, myself, after 5.5 years of seriously messed up orders. Only thing Apria ever did right was have a competent RT (who has since left them) who got me the Bipap ASV I needed for my centrals.

What finished me with Apria was my January trip to Atlanta.

A piece fell off my humidifier enroute. I immediately called Apria to see about picking up a replacement at the Atlanta office.

They took 18 hours to get back to me, meaning that I spent two nights with an incorrectly functioning humidifier, and then told me they would contact the Atlanta office to see if they would provide the part because (since I hadn't gotten permission from Apria to travel) they weren't required to provide a part to someone who wasn't one of their patients.

Apria Atlanta did not contact me.

I spent two more nights with the Bipap not working correctly.

I was in severe pain as a result. I also contracted a respiratory infection.

Because I knew what Apria was like, I had a part at home, so once I got home, my machine was working okay.

I'm due for a new machine. I called my insurance and got the name of another DME who is in-network. My script went to the local DME. Their staff was pleasant and polite. They're having to order the new machine as it's rather a specialized one, but they had everything else in stock. Everything other item, including the mask and mask parts I currently use, and which I have had to fight Apria tooth and nail to get.

If you get a machine from CPAP.COM, it won't be hard to get it set up -- and if you do have any hassles, you'll find people here who can give you a hand. If I could set up my back-up Bipap ASV, you can likely set up a straight CPAP.

When you return your current machine to Apria, make certain that you get a receipt from them. Do not allow them to try to make you sign something which says you are refusing treatment. You are not refusing treatment. You are simply changing which company you get your equipment from.

I would recommend, however, that if you do this, you call your credit card company and get a new card with a new number issued to you. Otherwise, Apria and their incompetent billing department, will probably keep charging your card for equipment you no longer have and supplies you no longer need. When Apria tried to get me to put a credit card on file with them, I already knew how incompetent they were, so I absolutely refused to give them mine.

Good luck! CPAP.COM is great to deal with! I count myself really lucky to have found both this Forum and our hosts!

Oh man, these stories make me nervous. I've had a good year-long relationship with my local Apria branch in San Jose, CA. I've even had a few conversations regarding my specific issues with the manager of that office and found her to be very accommodating and pleasant. Recently, I found out that Apria is now routing all new CPAP orders thru their 'national' processing line, which I think is on the East Coast. It took me three times longer than usual to get the phone rep to understand what my orders have consisted of for the last year; not rocket science IMO because they do have the past orders in their database (I presume). Another issue: In the past ordering from Apria in San Jose, CA, I usually got my stuff literally within one to two days... now I'm waiting for a hose I ordered one week, plus they said it may take up to two weeks to deliver Oh well, I guess I don't have an option but to wait and see how it all sorts out.

Kiralynx wrote:I would recommend, however, that if you do this, you call your credit card company and get a new card with a new number issued to you. Otherwise, Apria and their incompetent billing department, will probably keep charging your card for equipment you no longer have and supplies you no longer need. When Apria tried to get me to put a credit card on file with them, I already knew how incompetent they were, so I absolutely refused to give them mine.

Ditto that... Apria recently tried really hard to get a credit card number out of me however I went all the way up the management chain, simply refusing them by saying I've got Medicare PLUS supplemental Plan B as a backup - therefore I couldn't see any reason for them to have my CC#. They finally agreed after a big uncomfortable phone conversation/confrontation.

Kiralynx wrote:
I would recommend, however, that if you do this, you call your credit card company and get a new card with a new number issued to you. Otherwise, Apria and their incompetent billing department, will probably keep charging your card for equipment you no longer have and supplies you no longer need. When Apria tried to get me to put a credit card on file with them, I already knew how incompetent they were, so I absolutely refused to give them mine.

Good luck! CPAP.COM is great to deal with! I count myself really lucky to have found both this Forum and our hosts!

I definitely agree with this. I did this with another company that was doing a monthly billing. The credit card companies are happy to do it.

kirkh wrote: So what I propose to do is order the identical CPAP machine through cpap.com for $595 and then after receiving it, return my rental machine to Apria. There is a local Apria office not too far from me, so I could take it in myself rather than ship it. My fear, of course, is that Apria won't stop billing me. Has anyone here ever done this and is there anything I can do to make sure Apria stops billing me? Alternatively, is there another course of action I should take that I haven't considered? When I indicated I might buy a CPAP machine on my own, my Apria sales rep said that I wouldn't be able to set it up, but it's not that complicated, is it?

Thanks in advance for your help.

Kirk

Why not just go to another DME for your supplies & keep dealing with Apria until the rental period is over? That way you would not lose the payments you have already made.

Once their records catch up to the fact that you have moved, it should be smooth sailing from that point on.

Once the rental period is over, you do not have to ever deal with Apria again.

UPDATE:
I was just informed by someone who apparently read your original post better than I did that your rental period NEVER ends.

If that IS the case, then what I have suggested will NOT benefit you.

Most insurances (including Medicare) do the rental thingy for 13 months & then you own the machine outright.

I find it strange that any insurance company would want to pay a rental FOREVER, but if that is what your insurance is doing, your choices are more limited.

Changing your credit card is well worth the expense,
Corporate Apria was trying to bill me for supplies that were still being processed by my supplement.
I called Medicare to confirm my supplement had been sent their share of the claim;
then I called Apria--they wanted a cc number that was current (thank you, Target)
I told them they didn't need it because payment was already on the way.
They have continued to provide me with supplies--without trying to double-bill again.

The few years I was with Apria I'll have to say I encountered no problems; I guess I was lucky. My RT was super nice and knowledgable; when it was time for new supplies I picked up the phone; called her and told her what I needed. A week later UPS Brown was at my door with my supplies; no hassle with my dealings with Apria and at no time did Apria ask me for a credit card number to keep on file; if I owed them something which was only once I wrote them a check.


Stevoreno_55
MS Gulf Coast
05/05/14

I have been dealing w/Apria for by BIL's oxygen. A couple of months ago I ordered 20 SMALL O2 canisters for him & they tried to deliver 20 GIANT canisters. Delivery driver was able to see obvious mistake when he saw the size of my BIL's apartment. The order they sent would have taken up the entire apt!

Three weeks later he finally got his 20 small travel canisters. During those 3 weeks I lost count of the number of times I called Apria to get him the correct order.

Their billing dept is even worse to deal with. I would say return the unit locally & get a receipt signed by both you & the Apria employee (first & last name) so you have proof that they received it. I would definitely get my cc# changed, otherwise you may not be able to get your money back when they DO charge your card even after you return their equipment.

My opinion of Apria is they take advantage of people who are in need of their services. As soon as my BIL gets his Medicare I'm FIRING Apria. I'm currently trying to get them to pick up the O2 concentrator that was badly damaged when he set himself on fire by smoking while on O2 (stupid I know). I am probably going to have to pay for these damages, but so far Apria won't return my calls about this - I think because they don't know what to do.

My advice - BYE, BYE Apria.

Thank you all for your input. I was definitely going to get a signed receipt that I returned the unit - one of the reasons I feel more confident about doing it live. But I'm glad to know about not signing anything "Refusing treatment". Thanks for the tip Kiralynx. Also, it's good to know it's straightforward to set up. I thought that would be the case. I'd be sure to have my new unit up and running before returning the rental.

Stu, I can see why you were confused. I could have been clearer. As I understand it (and it can be hard to get a straight answer from Apria or Assurant) I rent for 13 months and then I stop paying rent and own the machine outright. But that would mean another 6 months of dealing with Apria. More practically, moving means I have to drop my grandfathered health insurance policy and start a new policy compliant with the Affordable Care Act, basically doubling my premiums for not-so-great coverage. If I buy a Silver policy from a new health insurance company through the health care exchange, however, I may have my premiums subsidized and pay far less for better insurance. But I think changing health insurance companies may start the 13 month rental term all over again. I guess how it's handled varies depending on the company. In any case, I just don't want to deal with Apria anymore. Life's too short.

I also appreciate all the advice about changing my credit card number. I hate to do that, but I can see the wisdom. I wonder if I could just ask my credit card company to refuse charges from Apria? Also, the fact that the card expires in June may help. Apria wouldn't have the new expiration date and couldn't charge my card, correct?

Thanks again for all the advice.

Kirk

Credit card companies are usually "all or nothing". Maybe they just can't be bothered.
We had to cancel Discover a few years ago because of recurring "subscription" fees for a mail order catalog!
Guess what? No Discover--to this day!

chunkyfrog wrote:Credit card companies are usually "all or nothing". Maybe they just can't be bothered.
We had to cancel Discover a few years ago because of recurring "subscription" fees for a mail order catalog!
Guess what? No Discover--to this day!

I had a similar experience with AMEX. They are dead to me after that screw up.

I have had no luck with Apria either. My wife's equipment come from them. the equipment side and the RT are all good. I have trouble with the billing department over billing my insurance company. I stopped paying them until they make it right with the insurance company. They were billing the full retail value of the equipment every month and the insurance "was supposed" to adjust it to the agreed rental cost. Problem is the insurance was paying the retail cost every month at 80% and saying they could bill be the 20% every month. So at this point the insurance has paid 6x the retail cost. 2 months so far and no adjustment from the insurance.

So - I have to agree with everyone else on the billing side - do what you can to avoid the hassle with them - I like the idea of changing the CC number, it was by luck that my card expired just as we started to have trouble, so they have no way to just take the money...

I too have been dealing with Apria for just over a year. With my insurance, Medicare Advantage , they are the ONLY in network provider for DME.
On the first visit they only asked for my credit card a dozen times. Later when I got my new ASV 960TS another dozen requests for my CC. When I asked how much they were billing for the machine they said they did not know. When I asked about my copayment they said zero. I said you do not need my credit card. They will never even see it.
My RT was very pleasant, very pregnant and slightly ignorant. With a little priding she usually provided what I asked for.

kirkh wrote:When I indicated I might buy a CPAP machine on my own, my Apria sales rep said that I wouldn't be able to set it up, but it's not that complicated, is it?

Nonsense. My dog could probably set up a CPAP. It's true he's an English Springer and therefore probably smarter than most Apria sales reps.