Apria Health Care LLC
Customer Complaint Department


To Whom It May Concern,

In February 2015 I purchased what I was led to believe was one of the most up-to-date C-PAP machines (Philips Respironics REMstar Auto A-Flex, Model DS560S) from your company. One of the highlighted features on it was a wireless modem that could transmit sleep data remotely to Apria Health Care when requested. I was told to call the local office when I needed a read-out and one would be sent to me (or to my physician). When I tried to request a read-out last week, I found it was not nearly that simple.

The contact information I had was for a call center rather than for the local Apria office. The individual I spoke with had very broken English and spoke much too quickly for me to understand her completely. When I requested a printout of my sleep data to send to my physician, the operator’s response was something to the effect of ‘as much as we would like to help you, your machine is out of warranty and there is nothing we can do.’ I tried to explain to her what I was requesting and that it was not a repair of any kind to the machine, but her response was the same. After 6-7 more attempts with the same results, I asked to speak with her supervisor. She then told me that a supervisor would tell me the same thing and wouldn’t be able to help me either. I do not know if I was transferred to someone or put on hold, but after several moments the line went dead.

After this futile attempt to get the information that was supposed to be so readily obtainable, I went to the Apria store to try to get assistance. While the woman I talked with was helpful and knowledgeable, she was not able to print a report for me while I was there. She then told me that she could not access the data from my machine because the manufacturer has discontinued the modem system on this model “because of its age.” Naturally, I was taken aback since the machine is only 15 months old! She said they often receive “new” machines that are 2-3 years out of date when they arrive. The only way I can get a reading is to return to the store in person with the SIM card or the machine.

One of the main reasons I selected this particular C-PAP machine was because of its ability to produce reports remotely. I am quite disappointed that this feature is now unavailable. Had I known then what I know now, I certainly would have chosen differently.
In addition to my disappointment with the equipment you sell, I’m also disappointed in your service. It seems the local office is the only outlet for getting help with the machine, yet I’m not able to reach it by phone. All calls are directed to the call center. While I was pleased with the attention I received from the local staff (despite having to make multiple trips), I see no use to the call center when they are unable to assist me and merely repeat a mantra.

Since the machine is “new” to me, I likely won’t be able to get a different one for some time. But when I do, it likely will not be from Apria Health Care.