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| - I think Apria has opted to not provide customer service because they don't see it as being important. Reading the reviews provided over the past several years, I see the same recurring theme. As a result, I will do my best to avoid having to send any business their way. More often than not, the staff is inept. They send me more supplies than I request or send incomplete supplies. I once asked for a complete mask kit to replace the mask and headband eaten by my mother-in-law's dog. They sent me 5 mask cushions. If they were provided for free, I wouldn't mind; but since I have to pay a copay and didn't even get what I needed, I was pretty annoyed. With today's frustrating call, I've finally reached my limit.
I needed a replacement control knob for my CPAP. Apria first referred me back to my healthcare provider. My provider said I have to talk to Apria. I called back to Apria, told my story, and the person agreed with my provider, transferring me to Apria's machine parts dept. Apparently, they transferred me to the wrong department as there is a special department for my provider. I was transferred again and again told I was in the wrong department. They transferred me to a fourth person who heard my story and put me on hold, without asking, only to transfer me to a general supply reorder voicemail, which couldn't hear me speaking and disconnected my call. The only thing I got out of the 21 minutes I spent being bounced around, was the phone number I was supposedly being transferring to. One more frustrating thing during this call was how everyone ended the call with "Thank you for being the best part of Apria." Shouldn't customer service be the best thing about Apria?? What about quality? Could quality be the best thing? I should not be the best thing about Apria. I should be the most important thing, but Apria seems to ignore this notion.
So, I called again to Apria, my fourth overall call for a new knob, and the person I spoke with actually knew how to provide customer service. They heard my frustration and took ownership of the situation. I didn't get the outcome I was hoping for, because I have to visit my local branch to pick up the part, but at least they did their best to help and provided the information I needed. I shared my complaints with a supervisor, for all the good it will do. Overall, my call time for the last two calls, only to find out I have to drive to the local branch for a little knob, was nearly 45 minutes.
While the last person and their escalation department were very pleasant and understanding, it is not enough for me to want to give my money to Apria, when they don't care about their customers. There are plenty of other options available online and the 1 in 4 chance of finding someone who knows how to provide good customer service just doesn't make it worth the hassle.
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