"The Airmini I ordered from ApriaDirect (and the app) worked fine, except air seemed to be leaking from the hose where it couples to the mask. The app reported a mask leak, though I could find no air leaking from the mask seal. When I spoke to customer service about this problem, I was told that I needed a setup pack. Not realizing that I had already purchased this pack with my original Airmini order, I went ahead and ordered it despite misgivings. I saw my mistake upon opening the new package.
When I attempted to return this new item, ApriaDirect refused, explaining they do not accept open packages for return. I believe I was given a 'hard sell' by the rep, without any attempt to understand what my problem really was. Beware!"
"I bet anyother online CPAP retailer would do better. This is the worst customer experience I have ever had. The customer call took forever to be answered. Same to the email correspondence as well. And they don't even read your email carefully. I have requested return of cpap parts and have made it clear they are unopened at all. Yet after several emails they cannot still figure out the situation.
Looks like the employees don't care about the business or what so ever. I would never do business with it again. "
"I ordered a cpap though ApriaDirect. I had my doctor fax a prescription. I waited two days and was sent an email stating they did not receive my fax. My doctor had a fax transmittal indicating it had been received. I called ApriaDirect and after being on the phone for two hours, I was finally able to copy the prescription and email it to the worker on the phone at her email. She said she could not open the attachment on my email and forwarded the email to the prescription department, who signs off in order to ship the machine. NIGHTMARE PROCESS! It took almost two weeks to get my machine. This company is poorly managed and the departments do not communicate with each other. Take your business elsewhere, you will thank me for the advice."
"I wish Doctors would find another source for our prescribed equipment needs! This place is absolutely unreliable!!!"
"Some customer support people claimed they were waiting on the prescription, others said they have it.
Nobody could tell me the status of the order other than essentially "It's not done". In contrast, if I had ordered a toothbrush from Amazon they could probably tell me exactly where the toothbrush is at any time and when I could expect it be delivered.
I was told several times that Apriadirect would look into the situation and call me back. They never did.
There is no way to pay extra for expedited shipping. They could not even tell me what means of shipping they use.
I was told they would elevate the priority. I doubt they did. It was clear my travel CPAP was not going to arrive prior to my leaving so I cancelled the order.
This was a complete waste of time.
Perhaps Amazon will buy them, fire all the incompetent employees and run it like a normal, on-line, efficient business.
"
"What a mess from the start! It has been 14 days and after talking with this Company and numerous emails back and forth I am still sitting here without my CPAP supplies! I requested to speak with a Supervisor 3 times and was told I would receive a call back which has never happened.
My doctor faxed my Rx, I called 3 days later and was told they had not received it, then told they had etc. Finally I received a call from a woman named Fantasia she promised that she would have the order expedited over night which did not happen it was still never shipped!
I received an email from a woman named Tara Holaday 3 days later asking me for a "reply" to what I have no idea because there was no questioned asked? After this there were several emails between her and I she stated that my order would be shipped out that day and that I would receive a tracking number which has not happened. I requested to speak with a Supervisor she said she contacted a Supervisor and that they would be calling which to this day has never happened. I have no idea why this Company and it's employees seem so apathetic about whether their customers' orders are shipped or not, receive or not received. They don't seem to care if their customers are in a real need physically for a machine and/or supplies.
There has been a total lack of positive Customer Service, Following through, Professionalism, Courtesy and Respect and A lot of Incompetency! Could it be that all they care about is receiving the Money from the Customers and Insurance Companies?
This has been a very Stressful, Frustrating and Energy draining experience. I wish I had ordered from a different Company. Like the other Reviews on this site have stated this is a terrible Company!
"
"The only reason I used Apriadirect.com is because my prescription was already on file with them. They have a local office near me where I received my home machine. When I called the guy said they had the machine in stock; said that they could get it to my home before I left for out of country travel. I repeated my email address to the guy taking the order 2 times. Said he had it in the system correctly. Never got an email confirmation of the order, could not check the order progress on their website. A couple days later, I called them. Another guy said that my email was correct in the system after I spelled it out to him. Said that my order would ship the next day. Called again the next day to check the order and found out that my email was input incorrectly in the system, the order status had not changed and the machine was out of stock. Cancelled the order. Idiots "
"Their reps are overly scripted and overly rigid to policies. Their reps totally messed up my order with wrong sizes, wrong quantities, and incompatible models. I'm international, and had to order way in advance of my travels to ensure it'd be there when I arrived. I assumed their reps could be trusted to make my order right, but I was wrong! Not until I returned to the other country did I have a chance to verify whether they got my order right. Their rigid 30 day policy for an internet order that they completely messed up lost them a loyal customer and is so 1990s. I'll never order from ApriaDirect again. I'll now try to find and support competitors who don't have as strict of a return policy."
"I am so red hot angry right now. This company, which acts as two separate entities: Apria Healthcare and Apria Direct, cannot access each others' information and thus don't know anything about the other! I placed an order October 7 on Apria Direct because my insurance will not pay. Received a call some days later telling me to call them back. I call back and get bounced all over the placed between these two separate entities in the same company but can't access the records. Finally, I get someone who tells me they can't ship to a PO box. Well, it would be nice for them to put that on the website in the first place!
I give the physical address thinking this whole debacle was finally over. Wrong! No shipment of my order. I called back on October 25 to learn they couldn't even pull up my order information saying I didn't place an order. Really?! Then why did I get calls from your company! I forced them to go back and review again. Magically, my order reappears but this time, the credit card information has timed out and I have to go back in and reorder everything. Fat chance! NOT ONCE did they call me back and tell me there was a problem...NOT ONCE! Apria does not know its rear from a hole in the ground. They screwed up my records, screwed up my order, and then had the gall to blame me for the delay causing the credit card information to expire. Oh no...the delay came from them. Go somewhere else...these people have no clue what they are doing."
"I was discharged from a Forida hospital, they ordered a $30 walker from Abria, waited 6 hrs or so, did not show up, miscommunication I was told, the hospital loan me their walker, so that I did not have to pay $175 overnite stay. I called Abri a week later as yet no delivery schdule was made. Left does not know what the right is doing !!!!!!! Cancel the walker, POOR SERVICE, UNRELIABLE...................."
"I was shipped the wrong CPAP mask and supplies. I called and after a very long wait, explained that they sent the wrong supplies. I never got a replacement with the correct mask and supplies. When the scheduled shipment came for my CPAP supplies, I again got the wrong mask and supplies. I called again and after a very long wait, tried to explain and that I wanted the replacement masks and supplies. The CSR said that they would be sent. I did get one mask without headgear which was supposed to be included. I called again and again had a long wait. The customer service reps did not speak understandable English. I tried to get a supervisor on the phone but was told that one was not available. If I wanted to call again, one may be available in 25-30 minutes."
"I have really tried to stick with this company for my CPAP supplies but I just can't take it any longer. After 2 1/2 years, they have only gotten my order right once. They just keep making mistake after mistake.
Avoid them at all costs. They aren't worth it."
"I made a purchase in November. It showed as shipped. I never received it. Apria told me several times to call UPS. UPS said "you must contact the shipper". It is 20+ days and I have received nothing. Apria's Online login and account signup does not work at all. Request password reset does not work. I have tried for days and now they say I must wait 24-48 hours for a reset. I have already waited longer! I get a different answer each time I call. PATHETIC.
They just don't get it! They are really TERRIBLE. Some of the people are nice and try to help but can do nothing.
I switched to another supplier for my normal CPAP supplies years ago because their delivery network for their local Offices did not work at all. I would go to their office to pick up my machine, wait hours and they did not have it! After the notified me to pick up.
I gave them another chance with a direct purchase. Completely my error to trust them to be something better."
"order mid October. talked to a live person who assure me that they have what i need and if they receive insurance info, will deliver promptly. No update of any kind for 2 weeks. Called, told they have everything, including insurance, and will process shortly, but no timeframe on delivery. waited 3 weeks. called. my order doesn't have insurance, made them check and, what do you know? it does. but they did nothing for 3 weeks. someone will call me within 48 hours and they will "escalate". you can guess, no one called. waited 10 days and called again. after 45 minutes on the phone and 5 different transfers, was told that someone called me and told me they don't supply this in my area. BS of course since no one called and they told me specifically at the time of the order, they do supply. and they cancelled the order but didn't bother to tell me.
no one in the company knows anything or does anything. BS all around. Keep in mind, this company supplies vitally important durable medical equipment to people!
STAY AWAY! do not order from them, EVER!"