Apria Healthcare
“A preface to clarify that this 5-star review is distinctly for Apria’s local branch in Valley View, OH - a different experience from corporate fulfillment operations.
After a sleep study in December and consequent diagnosis of sleep apnea, I was prescribed a CPAP machine by my physician. I am completely new to this and don’t know how it works. I contacted my insurance and they listed Apria as an in-network medical device provider. I contacted Apria as they were the closest. I spoke to Pam and told her that I have a prescription for a machine, but have no idea where to start. She patiently explained the process for me and laid out instructions of what I needed to do. I did so and after a follow up, Pam explained that my CPAP machine is already on its way from their national fulfillment warehouse.
After finally receiving it and setting it up, I discovered that I was sent a used machine. I called Pam to explain. She said that she would alert the fulfillment office and someone from there will call me in a couple of days. That call never came, so I called Pam again. She said she would follow up and someone will call me back.
I then received a call from Scott, a respiratory therapist at my local branch. He explained that Pam told him what happened and that instead of dealing with the fulfillment office, they have a brand new unit at the office that I could swap my unit out for. This is exactly what I did.
While I would give Apria’s fulfillment center 1-star for 1. sending a used unit, and 2. lack of communication, the folks like Pam and Scott at our local office were very friendly and very helpful. Instead of making me jump through hoops to get my unit swapped out, they found an easier solution themselves. And I appreciate that!
ADVICE: If you need a CPAP device an are ordering from Apria, just make sure to insist that you expect a new unit!”
