Update: Casey from the Apria Customer Care Team worked with Apria of Hagerstown to resolve the concern below.I’m sad to write this review. We’ve spent hours on the phone with Apria in Hagerstown to try to come up with a solution before writing it.Our son has tiny lungs due to a congenital birth defect. We relocated to a specialty hospital in Florida to give him his best chance. He spent 55 days in NICU, and during that time, we met our max annual out of pocket for insurance. All of his medical bills are now covered at 100% of the negotiated rate. The hospital in Florida helped us get set up with Apria, since they could provide home oxygen in both Florida and Virginia. The Tampa Apria branch was great - they got us set up with everything we needed to get back to Virginia and billed our insurance without any trouble.When we arrived in Virginia, the oxygen supplies were waiting on our porch. Everything went smoothly until our local pediatrician prescribed a pulse oximeter. Apria took a couple of weeks to make sure it was approved through insurance, which was fine with us because it wasn’t an immediate need. When it was delivered to our house, my husband was asked to provide a credit card to “secure their assets,” which he did. Apria of Hagerstown charged our credit card $45 for the pulse oximeter copay prior to billing our insurance company. We never received a bill or any warning that it would be withdrawn from our account. We called the Apria billing department and explained that we’d met our max out of pocket for the year. We requested that our card be removed from their files and asked that we receive a bill before any charges going forward. The billing department was polite and accommodated our request.We then started receiving calls and even an unannounced in-person visit from the Apria Hagerstown branch, telling us we needed to provide a credit card “per company policy” or they would be taking our son’s oxygen equipment. Each time, I explained that we would not be providing a card because we’d met our max out of pocket for the year and couldn’t afford to be charged whatever amount they decided without any notice. The branch employees said they understood our concerns, but they still needed a credit card or they’d be coming to pick up the equipment. We asked for their policy in writing, which they said they did not have and could not provide. We have not received a bill from Apria or been refunded the $45 they withdrew from our account to date.After reading the reviews on Google and Yelp, we know that we are not alone in being billed improperly by Apria of Hagerstown. We’re connected with CDH families across the country, who have not been required to provide a credit card for service, so we know it is not a “company policy to secure their assets.” Unfortunately, the other home oxygen companies in our area have similar reviews. Our son has what he needs, and we do not want to set up new service with a different company that has equally poor customer service. We’ve been told that it is our only option, and Apria of Hagerstown cannot make any exceptions to this unwritten policy.At the end of the day, $45 and having to come up with a different plan for our son’s home oxygen are not going to break our family. This review is for vulnerable patient populations (small children and older adults who most often need home oxygen) who have been hurt by Apria. For example, an older adult on a fixed income can’t afford to have unannounced charges to their bank account without any notice. We hope that Apria of Hagerstown will reconsider their policy of charging their patient’s credit cards any amount they decide without any notice.

HORRIBLE. Moms beware, you are much better off buying a breast pump instead of using this company. They are charging me even though I had spoken to customer service about picking up the rental equipment and that I did NOT want the equipment anymore. The employees DON’T know how to do their jobs properly. Beware if you use this company.

Called me a for bill for a CPAP, that they never billed my insurance. Called and asked for them to bill my insurance. Was told they would. Receive a call a week later for correcting the debt. I asked for a supervisor and connected then up with my insurance provider and they said they would take care of it. Get a call about a week later. The guy checks my notes and they did nothing. He says he would take care of it and refile the claim. A week goes by and I get a letter from a collection company. My insurance has yet to be billed and they want retail price for the CPAP.

Went to the office to pick up equipment. Carly was very helpful and fixed the problem of my orders not being delivered. Thank you Carly for caring.

If I could I would give less than one stars, one star is rating Apria much to high. We have had nothing but trouble when dealing with Apria medical equipment. From the beginning wrong equipment, being billed for wrong equipment that was returned. Billing our insurance improperly, over billing, and than top top it all off unauthorized billing to our credit card. BE ADVISED I will never use this company again ad suggest you do the same.

This company is a joke. Gave me a cpap and couldnt get the settings right. Machine was blowing my eyelids open. I tried to return the machine to the Hagerstown Branch after 2 months of trying different masks and setting adjustments. They told me to keep it until I could be seen by a specialist which took months. They found me non compliant because I was unable to use the machine during that time. Apria continued to bill me even though I was unable to use it. They were fully aware of the problems I was having. So now after seeing a pulmonologist and being compliant for over 2 years and spending countless hours on the phone with Apria and my insurance company they still cant get it right. Apria went into my bank account illegally and stole 700.00 out of my bank account 2 weeks before Christmas without any notification. Im not sure how they got my credit card number cause I never gave it to them. When I called them they said I authorized it months ago. These people are crooks and complete idiots. When you call them anytime you spend atleast 45 min on hold. You also get people on the phone you can barely understand. Terrible place terrible service terrible people. -5 stars if I could.

If I could give zero stars I would . I have ordered a breast pump, faxed my order twice and it was still not received . We call to check in and the customer service rep does not take the time to listen . She starts assuming we wanted the pump delivered to the hospital instead of hearing we being discharged from the hospital and heading home. We had to explain to her three different ways Noooo we are being disgcahed and we want the pump delivered at home . We get home and still no pump after promised of it expideted . I call today, I’m not on the schedule to be delivered and no one is answering the local phone number . Wow what a surprise ! In addition the call center that takes Apria’s calls is probably located in a remote under ground bunker because they can never hear what you’re saying ; they ask you to repeat your name and date of birth at least five times before they can get it right . Apria needs hooked on phonics for their call center and maybe some satalite phones so their signal is better . What a crappy company and should be avoided unless it’s your last resort and you’re dying . Otherwise go with someone more reputable

I called the local number but got sent to a national call center. There were menu options after menu options. I hit several dead ends. It was very difficult to get anyone on the phone. Once I finally reached someone, they were incredibly rude and I was put on hold excessively. After three calls and two hours of my time wasted, I gave up and asked my doctor to send my prescription elsewhere. You will have to look long and hard to find a company that has worst customer service than Apria.

Absolutely horrible customer service. Many phone calls, false charges, delayed credits and branches dont have the same systems/records, so they are essentially worthless. By far the biggest mistake I made for healthcare. Wouldnt recommend them if my life depended on it.

My CPAP stopped working Friday. Called Customer Service on Saturday. Got a callback and told the representative that I believed the power supply had gone bad, could I get a replacement. Was asked if I could bring it in to Hagerstown. I told the rep that it was a two hour drive from my work and I really needed my CPAP. I was told I would be called on Monday. No call back. I called Apria Hagerstown on Monday afternoon and was told that I would be called back by someone in one or two hours. No call back. I had my wife take the CPAP to Hagerstown on Tuesday to determine the fault. She was told by the Apria employee that it was the power supply and was asked, why didnt you tell us, we could have shipped this to you. Good thing I didnt die in my sleep...

HAGERSTOWN, MD eployees (Gary -- Mike - Daris) are the best people I have ever had the pleasure to work with. They are professional, courteous and knowledgeable. But, the most important aspect of the HAGERSTOWN MD office is that, the people are HUMAN. They are kind, listen to you and make you feel that you are truly a valued customer. What a great representation of Apria. Thank you, Mary Suzane Meals

There taking my capa machine because I switched capa Supplier

Horrible customer service. Didnt send what was ordered. Claimed to have never recieved my order/prescription, even though I personally hand delivered it to them. Cant find my information, many different spellings of my name, etc. etc.