I'm a Kaiser Permanente member. Kaiser shifted its ordering of CPAP supplies from an in-house process to Apria a few years ago. In that time, I don't think I've ever had a smooth experience reordering supplies and/or paying for my orders. For starters, the online experience is nearly unusable. The ordering and billing websites appear to be wholly separate from one another. So the log-in information for ordering is not the same log-in information for paying the bill. This also means that you have to log into two separate sites to verify that the bill you're paying matches the order you placed. Additionally, if you forget your log-in information, you may be out of luck. I tried to reset my password multiple times and never received the email that would allow me to do so. This all means that, despite the easy reordering process Apria promises, I almost always spent half an hour going through the automated phone service, either to place the order or to pay my bill. Communication with this company is terrible. At one point, my authorization from Kaiser had expired without my realizing. I placed an order with Apria and never received it. When I called, I was told it was canceled, with no explanation. I re-placed the order, only for it to be (obviously) canceled again. This time, I at least got a reason why. After getting reauthorized, my order got canceled again without any notice. It took nearly an hour of phone calls to get that straightened out. Most recently, Apria shipped me an order and charged me for it when I had never placed the order. I received reauthorization for supplies and Kaiser sent a copy of that authorization to Apria. Apria took it upon themselves to send me an order- albeit with the wrong supplies. Suspiciously, this happened right before Kaiser's contract with Apria expired and they switched to AdaptHealth. Based on the past history I've head with Apria, I strongly suspect that this was an attempt to get as many Kaiser orders as possible before the contract expired. As I tried to return the incorrect supplies, Apria somehow managed to transfer my call to AdaptHealth. I cannot fathom how a company can manage to transfer a call to it's competitor, but somehow Apria is so incompetent that they found a way.
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Apria Healthcare exists to make money by hurting people. It's a terrible company that hopes patients die so they don't have to deal with them. CEO @DanStarck1