The Absolute Worst. Started sending a bill after service was cancelled. Worst customer service I have had in years. The hold times and AI are ridiculous. The employees are hard to understand, untrained and follow some crazy script where they continuously apologize instead of finding solutions. If they keep sending bills for products that I did not order, I will contact the BBB and Attorney General. From what I have read in the complaints it seems that this company might be taking some advantage of seniors. I found another company that answered my call and set up service immediately. Rotech is also in Santa Fe, and they answer their phones with real people. read more

DO NOT COME HERE! I am writing this one for my 80 year old mother who used Apria for an oxygen tank. The system was large and loud and did not work. She took it back and after that they kept billing her for the last 9 months. The Santa Fe office does not handle billing so you need to call the corporate number that sends you to some other country and it is a real challenge to understand their employees. We pleaded with them to remove the charges as we sent the unit back but got nowhere. We are still being charged...sad story and bad company. read more

This business will not work with you. You will be sent to a bill collector while you are actively paying for your bill and the business won't call you before contacting the collector. I don't recommend this business read more

Rosalie is what went well. She took the time to teach me about the maintenance and the features of my Inogen G3 and provided handouts for my home review. She was reassuring, professional, and knowledgeable. I was a walk-in but the office staff remained courteous and efficiently. read more

Tracy Ortiz assisted my wife and me on our Bi-Pap units. Tracy is a true professional and is prompt and very helpful and empathetic. She goes out of her way to make sure we received the correct information on our units and masks. In a rating of 1-10 we give Tracy a 10. read more

It's been a month since my doctor prescribed a CPAP and I still do not have it. They "lost" the order for 2 weeks, although found it the minute I got through the endless holds on the phone. They then dispensed the wrong items, apparently didn't have them in stock and thought "We'll just give them what we do have..." and now I am still waiting on them to call back with the correct ones. Most irritating is that they answer the phone, tell you to hold for a minute, but never come back to the phone. Every time I have gotten the promise of a call back, none happened. If I find out they've billed Medicare for this month, I am reporting to OIG. read more

I had a zero balance and all the sudden received a huge bill that was apparently billed a year ago but just barely applied to my account. I was paying on it actively and still got sent to collections. This office never returns phone calls either. Good luck getting a hold of someone that you need to speak to. No wonder why this has such a low customer score. read more

If I could give no stars, I WOULD! This is a poor excuse for a business let alone a medical supply company. NO one answered the phone! Don,t bother leaving a message because your call won,t be returned either. A complete nightmare trying to get nasal cannula delivered for my friend on oxygen. Did get through to a person in another dept Not located in Santa Fe who sent an E-mail to the dept still NO REPLY 2 days later. After a week of NO assistance from Apria, my friends husband had to drive there to get the supplies. Beyond ridiculous and unprofessional. read more

I needed assistance on my cpap I was told (2X) that someone would contact me to assist me on setting up the cpap correctly. 3 weeks and no one did. I am not happy with them.......very bad customer service read more

As stated in most reviews, call backs are on-existent even when returning their calls. I met with Tracy some months ago and she was pleasant and accommodating but a mask fitting has never happened in the 7 yrs. I've used Apria. I was shown several dusty options on a shelf and chose the one closest to what my doctor and I had discussed. Tracy, respiratory therapist, acknowledged bad reviews and I thought,based on my inoffice experience that day, that Apria in Santa Fe was trying to give better,more professional service. Apparently, that one visit was a one off. I have tried to reach Tracy multiple times with questions but received one call back. If only, there were better options in Santa Fe but it seems Apria is better than the alternatives. If one is not on oxygen, one is ignored. One person in reception was unfriendly although another person was pleasantl and seemed trained in good customer service. This office would benefit from staff training and better organization. The national Apria system is well run and quick to comply. read more

In mid 2021, My doctor prescribed sleep apnea treatment that included a machine along with related supplies and equipment. After waiting several months, I was able to obtain that from Apria in the very last days of December 2021. Throughout the month of January 2022, I tried repeatedly without success to get training from the people at the Santa Fe office. I was not able to use the equipment at all during that month and I received none the supplies that were promised. In February, I gave up and returned the equipment and supplies that came with it along with some accessories that I purchased out of pocket. I closed my account. After almost a year, they continue to bill me for services and supplies that were never provided during the month of January, 2022. Several phone calls to Apria, both local and national, have failed to resolve this issue. I write this review to warn consumers that Apria does not live up to the image they claim for themselves. read more

Like most companies these days, Apria suffers from staff shortage. HOWEVER, Heather demonstrated super powers in obtaining the help we needed in a complicated situation with Medicare. She never gave up, kept us informed and was very pleasant to work with. Practice patience; they're giving it their best. read more

I am surprised you are still in business. I am now two days and nights without oxygen. this has been the worst I will call the police tonight and dep. of health and medicare that you do not get funded any longer read more

been on customer support phone for over an hour waiting to talk about malfunctioning of the portable oxygen concentrator I use,

Apria has always been wonderful. They respond quickly (unlike another company I tried to deal with). They delivered my equipment up into the Mts above taos! Very freindly and prompt service. Good equipment, new out of the box! I'm delighted with Apria and have done business with them for sevearl years! read more

I have been trying to get a return call from Apria regarding a CPAP machine that I need. No one ever returns my call and when I call and ask for a specific person they always tell me that she is on the phone and will call me right back. This has never happened. I told them not to bother, I would get my equipment someplace else. This is been going on for several months. The excuse I was given was that they were very busy. read more

I totally disagree with the other reviews for this business as my experience with Apria Healthcare in Santa Fe has been nothing but positive. I am a relatively recent client dealing with my first c-pap machine. I have been to the Santa Fe Office on several occasions and have always found them to be helpful, professional and kind. I want to comment Tracy Ortiz in particular. She helped me find exactly the right mask, calmed by anxieties and went the extra mile to be sure I had what I needed. Most recently I needed a compliance report for a meeting with my Pulmonologist and I had forgotten to request this until the afternoon before my early morning appointment. Tracy and Victoria sprang into action and got me exactly what I needed in plenty of time. Thank you more than I can say! read more

This facility deserves a MINUS 10!!!!! They definitely do not care about the needs of the patients. Ordering ahead of time obviously doesn't do any good. Would recommend insurance companies deal with another oxygen company in Santa Fe, NM. read more

This company has had my cousin without oxygen all day today and called at 8 this morning to have someone come out to the house and no one has shown up or called and now he does not know what to do. This place should not be responsible for suppling people with oxygen. It takes forever to get a live person on the line and when you do there is not a record of the call. I have called 5 different times today and each time they have told me that there was not a record of it. I hope this gets the attention of someone important. read more

Got my CPAP machine in early Oct. and at my doctor's request I set up a Nov. appointment so that he could review my usage and verify that I was benefiting. I keep that appointment but a month later Apria called and said they had received nothing from my doctor. I drove in and requested them to send it and was told that they had already but would do so again. Now I get a Jan. 15th letter from Apria telling me they still do not have this. Therefore today I drove in and waited to see my doctor. He said they has already sent the info twice and he picked up the phone and while I sat there called your local Santa Fe office and spoke with the manager. She said they had everything they needed. He sent me over to her office with my SD card and I meet with her and again was told everything was complete. Upon arriving home, I called the 877 number from the letter and they said no they did not have what they needed. I asked them to call their own Santa Fe office because I was being given conflicting info. They refused. I asked for a supervisor and after a five minute wait was told that none were accepting calls presently. Last, I tried to call to the local supervisor that I met with today but all of the listed numbers for the Santa Fe office rolled over automatically to the main 877 number. There they refused to provide me a number to reach my local branch. They even claimed to not know the local number. Ultimately, they said they would email the local office and ask them to call me. They, of course, refused to provide me that local email address. Surprisingly, I actually finally did get a return call from a supervisor in the main office. He said that he would sort this out but when I asked for his contact info so I could follow up in a couple days if this isn't handled, he told me that he can't give this info out. So my fingers are crossed but my blood pressure is through the roof. Could these folks make it any harder to work with them? read more

So after this review, I gave this company another chance, hoping that I could avoid having to find another provider. Once again, they were THE WORST! I finally was able to schedule the tech appointment to do the maintenance check on the oxygen concentrator. I needed canulas and connector tubing, so I called the office the day before and was assured by the office manager, Victoria,that the tech would bring the supplies when he came. No surprise, he did not have the supplies, had received an incorrect message on his work order to bring me a "starter kit"!! I've has this machine for over two years!! He gave me the few canulas that he had on the truck; opened one last night and found that it is not compatible with my concentrator. Called the office today, spoke to the receptionist (who clearly did not know anything); manager Victoria was "out of the office". Proceeded to have a totally frustrating interchange with this girl, including her telling me that they might not have enough supplies to fill my order and assuring me that the connector tubing doesn't come in the length which I have always received!! At the end off this ridiculous exchange, she tells me that she'll give my order "to the guys in the back" and they'll call me!! I realize that this is very long winded but my aggravation with this company has reached an all time, epic high!! This one series of exchanges is bad enough, but EVERY TIME I have to deal with Apria, it is the same story. UNBELIEVABLE! THIS IS DEFINITELY A "ONE STAR" REVIEW! HOW CAN THESE PEOPLE STAY IN BUSINESS WHEN THEY ARE TOTALLY INCOMPETENT! read more

Tracey went out of her way to help me with my c pap machine. Tracey you are the best. Mark P.

Horrible service I can't believe they are still in business with the way they conduct everyday things that should be easy stress on top of stress with people that need not be stressed read more

Very helpful. Supplies don't always arrive on time but a simple reminder takes care of that.

This is a review focused particularly on Candice @ Apria Santa Fe. She was extremely helpful and went out of her way to get my BiPap approved by Medicare quickly. She answered all of my questions and could not have been more patient and kind. read more

Don't use them! Run, run, run! They gave my mother a broken machine for her oxygen and took 3 days to deliver a new one. Hello, it is oxygen not a salami sandwich! Customer service was SO rude! Guy could not care less if my Mother was able to breathe or not. He didn't care that every breathe she took was making her failing heart work harder. He didn't care that she is now sicker than ever as a result. Use any other service except for this company! read more

Trying to return equipment. They missed pickup time we had arranged to be there for. Got automated calls threatening us with additional charges if we didn't attend alternate pickup time they arranged without speaking to us about our schedule. On the phone now trying to resolve that. Dead silence because I was cut off. The guy who said "horrible service." Absolutely right. read more

This company is 100% awful. Don't even bother. My sleep specialist sent an order for a CPAP machine, but the contract that Apria sent me doesn't have anything about my monthly cost. I called their billing department for help, and got one of the rudest reps I've ever had the displeasure to speak with. She didn't listen worth half a damn and wouldn't stop interrupting even after I flat-out told her not to talk over me. Throughout the call she kept referring me to my insurance company, despite the fact that this document didn't come from the insurance company. I asked for her supervisor, was on hold for probably 15 minutes, and the supervisor managed to disconnect the call while picking it up. I heard someone pick up the call and start to speak, then nothing. I called back, got a rep that was actually polite, and got another supervisor within a few minutes. This supervisor asked to place me on a "brief hold" that ended up being over 15 minutes long, then the call disconnected. It took him an additional 15 minutes to call back, during which time I simply called the sleep specialist's office to ask them to go with a different medical supply company. I'm not going to deal with complete incompetence in a company that I'm trusting to provide me with supplies for a medical issue. If it's this bad just trying to get help understanding the contract before I sign, I can only imagine what ordering tubing and filters would be like. read more

Despite negative comments below, my service has been great and timely. Everyone has been professional and respectful. My delivery came on schedule. My only small complaint is not being able to call Santa Fe office directly. read more

We were going to use this company for a hospital grade breast pump that was referred by our insurance company. I had an emergency delivery & my baby was born early and in NICU. The day I delivered my husband contacted Apria and they took down all our information and said they would get us a pump by the weekend. When he called back the next day they had all our information incorrect and acted like we wouldn't get a pump anytime soon. My husband must of called there 50 times only to be transferred and never got anywhere. I went home without a breast pump. We ended up contacting a different company who overnighted the pump and got approval immediately from our insurance company. read more

These clowns belong in the circus! The problem is Ringling Bros. folded their tents and went out of business. APRIA never - NEVER! - sends the products in a timely manner, and when they do arrive it will be invariably an item I DID NOT ORDER, or if my requested item does arrive, it is not compatible for my device. The last go-round with Apria, I had to complain to corporate and after six-months got the correct products. If you have any alternative to APRIA, use them. Me? I have no choice as they are the only game in town. read more

Unbelievable. I can't reach anybody in the Santa Fe office, everything keeps routing me to India. I wanted to make a payment and all the automated system asked me for was my date of birth. I entered it and it told me I had a balance of 33 dollars and I could pay it online. That wasn't my balance. It just randomly selected a patient acct with the same DOB as mine and invited me to pay it. Then when I called India and made a partial payment, they tried to strong-arm me into making monthly auto payments. read more

When I placed my order I was told I would get a call the next day after they processed my insurance. I did not receive a call back for 5 days. When I received the call it was 5 missed calls consecutively. On top of that the cost was almost 80% more than going to Walgreens pharmacy for the nebulizer I needed. Very disappointed with the quality of service received from this company. read more