david m.

BE WARNED... DO NOT USE THIS COMPANY IF YOUR HEALTH RELIES ON IT.

On August 19,2016 I contacted Apria to ask that they expedite my delivery of a CPAP machine as I was experiencing nightly bouts with lack of oxygen due to failure to breath. I was told that there was no way to expedite the delivery, but that their process was taking 7 to 10 business days to complete delivery. On August 22,2016 I was called by a representative in Arizona to tell me that they had received my order on August 19,2016 and would send it through processing and that processing took 7 to 10 business days. I was assured that all of the paper work was in order and that if there was any delay, I would be contacted to help them resolve the delay. On September 8,2016, the 13th business day after not hearing from anyone, I started calling again. I was told by the rep here in Missouri that they had asked that processing be expedited by asking a manager to get the process completed. I was also asked for my phone number and told I would be contacted to let me know of the plan. No one called me. I called again to Arizona to get more direct help. I was apologized to and told that processing does indeed take 7 to 10 business days and that they could see on my account that a manger was going to be asked to escalate the process. I asked simply if my order was delayed or somehow abnormally processed. I was told that there were no comments on the order to indicate any problem and that a manager would call me. After asking if the manager had yet been asked to escalate I was responded to with frustration that the notes did not indicate anything else.
I am still waiting for a call. It seems that this company has such a poor record that their phone reps apologize for everything. They apologize for having to put you on hold and hope it wasn't an inconvenience. As though you mind waiting for help to get the real problem solved. I recommend you search here for each of your other options in getting equipment needed for your health.

STAY CLEAR OF APRIA HEALTHCARE

I had a problem with an ice maker that was just not going to work. I contacted air n water and asked for a refund and an order cancellation. Through some confusion in our communication I was not sent a return label, and by the time I realized that the label in the box was not the return label, I was already in line at FedEx returning the unit. I later found that Amazon has a course of action as does air-n-water for returning merchandise that I should have followed. Maegan at air-n-water was able to resolve the issue without me having to lose the $37 that I spent shipping due to my own misunderstanding of the proper procedure.
Now that is a company that I can deal with. Rather than using a technicality to limit their responsibility, their customer service stepped up and made good.