My Apria experience today.

So for a week now, I've been trying to get my bottom of the line M series upgraded to an M Series Pro.

Apria lost the new prescription once, and it was faxed to them again 2 days ago. I called them today since I hadn't heard from anyone. They said they indeed did have the Rx, and that I needed to wait for someone to call to schedule an appointment. I thought, I don't want to wait another 2 weeks for an appointment, just swap my machine out... how long could that take. So, I ventured my way down to my local Apria branch at 3:30pm on a Friday. I showed up, signed in and told them I was there for a machine swap. They looked annoyed. I told them I could wait, I have nowhere to be. 4:00pm rolls around and someonw will finally talk to me. They confirm everything with Apria HQ, but seem annoyed to be switching the machine out. What's wrong with it?" They asked. Nothing, except it's a low end unit without C-flex. Oh... so she goes in the back for 20 minutes and comes out with a new machine. She sets in on the table far away from me and starts telling me this is unusual to swap it out. I look at the machine. She's brought out an M series PLUS. My paperwork says M series PRO... even on the Apria invoice in front of us, it says PRO.

I point this out, and she seems even more annoyed. I ask her if she picked up the wrong box. She wouldn't answer me, but slammed the machine back in the box and dissapeared for another 20 minutes, finally producing the PRO model.

I figured I'd throw gas on the fire at that point. When I got my CPAP, they didn't fit me for a mask. They gave me the F&P 431 and said, "here's your mask." It never fit, and downright HURT to wear it. I got a Quattro from the sleep center that's been working pretty well, but I had heard there is a 30 day exchange policy on the masks, so I asked about it. Oh, now she's steamed. It's 10 till 5 on Friday. She tries to tell me I just didn't adjust it right. I explain I've spent countless hour trying to get it to fit, to no avail... even having it break the skin on the bridge of my nose.

I ask to see some other masks. She says the 431 is the only FF mask they carry. Huh? I call her bluff. She gets annoyed and calls the branch manager or something telling her that "He hates the mask" "He just don't want it." Uh... no, it just doesn't fit and hurts. I wish it did fit. I hear muffled coversation. She goes in the back and comes out with a Respironics Comfort Full 2. Man, that seems to fit great. I ask why she didn't offer that to me in the first place. She says my Rx called for the 431. I pull a copy of my Rx out of my pocket. It says only "Full Face Mask." I'm guessing the F&P 431 is cheaper for them than the Respironics?

At the end of the day, I have a new machine, a new hose, and a new mask. Sometimes it pays to be a pain in the butt, although I'm not fond of doing that.

Goodnight.

jqp- YOU GO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Call the switchboard, tell them the manager can talk to you or their bosses at higher headquarters. It WILL work. The manager has NO desire to have you complain to their boss, so they FAR prefer hearing your complaint, and YOU have a legitimate gripe.

I had an experience with an RT here before I left for Denver, her boss thanked me for reporting it.

After three straight screw ups in Denver, I tried calling them 3 times. On hold 5 minutes twice and accidently hung up on the 3rd time. I called corporate, read off the names of the people who had messed up and requested they find me a knowledgeable individual.

The manager called a little later, unhappy....either with me or his people, but he made sure they filled my orders correctly after that. BUT I was on oxygen and really needed support.

The other thing to ask the manager is....WHO IS YOUR "GO TO" PERSON?
EVERY manager who knows what he/she is doing has one or two people who put out the fires. I dealt strictly with Courtnee before she left Apria and deal with her replacement and one other lady now.

BUT, I also have written letters of praise to Corp HQ for people who try hard to do it right. I get excellent service from Apria.....99% of the time. It is the correct thing, it is on time.

My doctor reviewed the sleep study from here and the sleep study from the National Jewish Hospital, then prescribed the new Respironics SV unit.
Apria did not have it, nor did ANY DME around here (million plus people).
Apria then said they would have to convene an ADC panel or something like that to determine their liability before they could order it. I called their manager, discussed the situation and had the unit the next day. AND both of the manuals.

I am NOT rude to them. But they know I expect a professional job from them. If they do the job I thank them profusely and sincerely. If they do not I ask why. If they BS me, I get adult supervision for them. I told one manager if they could not support their contract with Medicare and Tricare, let me know, I needed my oxygen equipment.

They have a tough job, and don't get the training they need at times. If I can I will give them part numbers, even HCPCS codes. I try to respect them and see their side of it, but if I need medical equipment, they better get it to me. This isn't a pound of bacon and a loaf of bread, it is necessary medical equipment.

Best of all is their email addresses. I can email them, we both have it in writing.

Sounds like you are figuring them out. I did.

I assume you’ve visited one of GA’s branches. Funny (and sad) thing is that I had similar if not identical experience in NJ. I have had everything you are describing + they pretended that they don’t understand my English.

Apria in Bethlehem, PA is very courteous, professional and accomodating. If any of you folks have trouble with your local Apria branch, give Betsy a call in Bethlehem. She even got me an extra long hose and a Hybrid mask! Go onto Apria's site to get the phone number as I don't have it. Tell her Pastorgilbert thinks they're the best.

Glad to hear someone besides me say good things about Apria. They have their problems, mostly lack of training I think, but when you find a good person to deal with, they are good.

As I said, the local Apria manager would much rather you call him about your problem than corporate. And I agree.

Courtnee H. was my contact out here for about a year, then she left, now Denise has taken that position and she is working hard to get up to speed.
I am fairly happy with them...but I also send in a request, then ALWAYS follow up the next day, unless it is the boss (Denise) I am working with. She is solid gold.

I have used apria through 2 health insurance companies.... UHC and now Cigna.

I learned very quick, CALL THE LOCAL BRANCH for anything. Cause the people at the call centers are clueless

With an initial bad start with my DME things have gotten better. I did end up with the machine I wanted and a good mask. I do think you are right about the poor training that people have. I knew more than the RT about sleep apnea and the equipment. She said things like "don't worry about mouth breathing, it's not a problem" while giving me the Swift. Same thing the tech said during the sleep study.

The RT had a "there, there, dear, you cannot possibly understand the complicated workings of this machine and how to set it, I've set it for you and you can't change it, including the cflex setting" attitude . I'm not afraid of technology because I've rebuilt my own computer in times past, added components before plug and play made it so easy. Besides, I can change the settings on my digital sports watch, which is a lot more complicated than changing the settings on my autopap .

She did a good job of fitting the mask, though. That was important. They have been responsive in quickly getting me supplies. They want to mail them, but I always pick them up because they often are incorrect.

Congratulations, JQP. How's the ComfortFull working for you? I hope better than the 431!

By the way, price isn't necessarily the indication of a better mask for you. The F&P HC 431 sells for $105 at cpap.com and the Respironics ComfortFull sells for $79.99.

I have problems being diplomatic when these local DME suppliers give me bad information, deliberate untruths or don't know what they are talking about. I admire your diplomacy and your persistence w/o getting sarcastic or antagonistic!

jqp!

What is your measurement #5 on that mage?
https://www.cpap.com/cpap-mask-sizing.php

I am about to order Mirage Quattro FF mask. You said you have medium.
Thanks.

3 7/8"

jqp wrote:3 7/8"

OK. Thanks. My measurement is 3 ¼”. It looks like I need small.