(November 13, 2019, 2:24 pm)
A lot of the reviews here seem either outdated or brutally harsh, but I'm not inferring that some of the reviews are not accurate (save for a few points I'll address in a moment). I want to be clear that I recognize and respect that each customer's experience with Apria is unique unto themselves. But there are a few things posted in the reviews that just need to be cleared up not only because I feel compelled as a loyal customer, but simply because some information posted in the reviews is just not true. That's not fair to Apria. And I know Apria does not need me to defend them, but I feel compelled to provide some examples of gross misinformation.
For example, a simple Google Search reveals that Apria does have a "Local Contact Number" for their Santa Rosa Office as well as their "Hours/Days of Operation" clearly posted (including when they are out for their Lunch Break) as well as their physical address. They also have a content rich Website with valuable information that's readily available as well as an online, real time, "Chat Function" which works great for those that can use their hands/arms (recognizing some might not be able to do so).
Now anytime I've called the local Santa Rosa Customer Service line the representatives have been nothing short of responsive, courteous and professional. My last call (11/13/2019) took 15 minutes total (according to my iPhone). That call included being transferred once so I could receive the appropriate service I needed due to having to switch medical devices. I was on hold for just under 3 minutes out of the 15 minutes total (1 minute with Santa Rosa, 2 minutes after the transfer) which seemed very reasonable in my opinion.
In the 2 + years I've been an Apria customer, I've always had great experiences with the Apria H.Q. Customer Service team on the phone as well as talking directly with the Santa Rosa office. Apria has never been late refilling my medical supplies, they've handled all my Insurance needs and they've just been really nice whenever I had questions or required information.
But I also recognize that Insurance Company/Medical Device Company interaction can be extremely difficult. One wrong, missing or inaccurate medical "code" number can cause tremendous problems let alone any communication issues that can arise between your doctor, insurance company and medical supplier. I also know that the stress of caring for a loved one or yourself in the midst of complex and/or significantly chronic medical issues that require major medical equipment supplies can be overwhelming and that mistakes can and do happen.
That said, it's sad for me to see all the incredulos or vitriolic reviews as I know I can't be the only person that's had nothing but positive experiences with Apria and their employees. I'd like to thank all of them for continuing to help me whenever I need theri assistance.
