jamie6girl
New member
Apria Healthcare
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OK I have to vent about the poor customer service that I have experienced with Apria Healthcare. I was wondering if anyone else has dealt with them and had similar experiences. Apria is Cigna's preferred vendor.... SO I feel like I have no other company to use :-(
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I've had two horrible experienes with this company.
<br>
First:
The first go around was not as major as the one today. A few months ago my dr put in an order with them for a Flutter device. They were hard to deal with, and sent me an Acapella instead. Wasn't a big deal, but I went ahead and accepted it. The thing that really got to me though was when they delivered the thing to my work, the box was opened and I felt like this seriously had to violate health privacy laws or something. I don't care of the guy from the mail room looks in there ( I know him) but I am really funny about this stuff. I don't think it's anyone's business what I'm ordering. It was just a box unopned with the invoice hanging out. On top of this, It was missing the mouth piece, so they had to send another one. I complained to a supervisor, etc. <Br>
Second:
My Pari Ultra II started making a crazy noise the other day. I ordered some filters, but I wasn't sure if this was the issue.. So I decided to go ahead and order another compressor because I had a feeling this one was about to crap out on me. So yesterday I called my doc, and they placed an order with Apria for specifically a PARI PRONEB ULTRA II. They understand that this is the one that I HAVE To HAVE and that is what they ordered.
Well, last night I got a call and they said that they would deliver it the same night. I was like "COOL." I hang up the phone and get a call and they dude was like "So you called Apria about a nebulizer." I said "Apria called me and said that it would be delivered tonight." I was very nice about it a nd I was just repeating what I was told on the phone earlier. He started getting an attitude and was just very defensive, saying that the office was closed and there was no way I was getting it tonight. I told him I was just repeating what I was told, and then he said I was probably talking to a rep from Cigna. I was like, OK, and said that they could deliver it to my work tomorrow.... Then he asked the address, etc, and then starting asking who it was for. I told him myself, and he was like "Oh, it's for you, Usually it's for a little kid." Now why would that matter? It was very strange and unprofessional. I told him it was for me, not a kid,and I didn't think that had anything to do with anything. He went on to say they order a bunch of this kind of thing for kids, etc. It was very weird.
So anyways today I met the delivery guy outside, after spending so much time on the phone telling several people over and over my work address... And sure enough, when I opened the box it was some kind of mist machine I had never heard of ... Never heard of this brand. I don't even remember it now to put it in this post. So I told him it was the wrong one, and wrote down the name of it. I came back in here and called my doc, and they said they told them the Pari ultra II, etc... So I called Apria. This is where I got MAD.
I called and they said that the equipment on my order said Ultra II and they transferred me to the guy that does the ordering. Let me tell you, I have never been talked down to like that a day in my life. Long story short, he told me that this WAS the machine that was ordered, and the same one that the delivery guy brought in and that I refused the correct one. I told him that I had one at home, and this thing didn't look anything like what I had ordered. He continued to YELL AT ME and tell me that I didn't know what I was talking about. I told him this was people's medical equipment that we are talking about here.. And that some things have to be specific and he said "WE KNOW WHAT WE ARE DOING.. WE DO THIS EVERYDAY." I said obviously they suck at it. Well, Then he changed his story and said that they don't even order anything from Pari anymore, except for the Pari Trek. I asked him why then didn't they tell me this in the beginning so that I could call another company. He blamed it on CIGNA .. That this is what they ordered. However, if this is what Cigna ordered, then why did THEIR order say PARI Ultra II??????
I am very upset.. I called my doc and they are calling around to see who has one on supply. I guess I'll use my Pari Trek tonight, but not use Tobi or Pulmozyme. I have never had this much trouble before, and I'm just very upset! I hung up the phone and started crying, I was so mad, and I'm not a cryer.
Anyone else have something like this happen? Should I call the insurance company? Or what? This is just crazy! I want to report them to the Better Business Bureau (Spelling?)
<br>
OK I have to vent about the poor customer service that I have experienced with Apria Healthcare. I was wondering if anyone else has dealt with them and had similar experiences. Apria is Cigna's preferred vendor.... SO I feel like I have no other company to use :-(
<br>
I've had two horrible experienes with this company.
<br>
First:
The first go around was not as major as the one today. A few months ago my dr put in an order with them for a Flutter device. They were hard to deal with, and sent me an Acapella instead. Wasn't a big deal, but I went ahead and accepted it. The thing that really got to me though was when they delivered the thing to my work, the box was opened and I felt like this seriously had to violate health privacy laws or something. I don't care of the guy from the mail room looks in there ( I know him) but I am really funny about this stuff. I don't think it's anyone's business what I'm ordering. It was just a box unopned with the invoice hanging out. On top of this, It was missing the mouth piece, so they had to send another one. I complained to a supervisor, etc. <Br>
Second:
My Pari Ultra II started making a crazy noise the other day. I ordered some filters, but I wasn't sure if this was the issue.. So I decided to go ahead and order another compressor because I had a feeling this one was about to crap out on me. So yesterday I called my doc, and they placed an order with Apria for specifically a PARI PRONEB ULTRA II. They understand that this is the one that I HAVE To HAVE and that is what they ordered.
Well, last night I got a call and they said that they would deliver it the same night. I was like "COOL." I hang up the phone and get a call and they dude was like "So you called Apria about a nebulizer." I said "Apria called me and said that it would be delivered tonight." I was very nice about it a nd I was just repeating what I was told on the phone earlier. He started getting an attitude and was just very defensive, saying that the office was closed and there was no way I was getting it tonight. I told him I was just repeating what I was told, and then he said I was probably talking to a rep from Cigna. I was like, OK, and said that they could deliver it to my work tomorrow.... Then he asked the address, etc, and then starting asking who it was for. I told him myself, and he was like "Oh, it's for you, Usually it's for a little kid." Now why would that matter? It was very strange and unprofessional. I told him it was for me, not a kid,and I didn't think that had anything to do with anything. He went on to say they order a bunch of this kind of thing for kids, etc. It was very weird.
So anyways today I met the delivery guy outside, after spending so much time on the phone telling several people over and over my work address... And sure enough, when I opened the box it was some kind of mist machine I had never heard of ... Never heard of this brand. I don't even remember it now to put it in this post. So I told him it was the wrong one, and wrote down the name of it. I came back in here and called my doc, and they said they told them the Pari ultra II, etc... So I called Apria. This is where I got MAD.
I called and they said that the equipment on my order said Ultra II and they transferred me to the guy that does the ordering. Let me tell you, I have never been talked down to like that a day in my life. Long story short, he told me that this WAS the machine that was ordered, and the same one that the delivery guy brought in and that I refused the correct one. I told him that I had one at home, and this thing didn't look anything like what I had ordered. He continued to YELL AT ME and tell me that I didn't know what I was talking about. I told him this was people's medical equipment that we are talking about here.. And that some things have to be specific and he said "WE KNOW WHAT WE ARE DOING.. WE DO THIS EVERYDAY." I said obviously they suck at it. Well, Then he changed his story and said that they don't even order anything from Pari anymore, except for the Pari Trek. I asked him why then didn't they tell me this in the beginning so that I could call another company. He blamed it on CIGNA .. That this is what they ordered. However, if this is what Cigna ordered, then why did THEIR order say PARI Ultra II??????
I am very upset.. I called my doc and they are calling around to see who has one on supply. I guess I'll use my Pari Trek tonight, but not use Tobi or Pulmozyme. I have never had this much trouble before, and I'm just very upset! I hung up the phone and started crying, I was so mad, and I'm not a cryer.
Anyone else have something like this happen? Should I call the insurance company? Or what? This is just crazy! I want to report them to the Better Business Bureau (Spelling?)