I ordered oxygen tanks and oxygen concentrator service. I confirmed with the representative that…read morethese should be delivered to my Central Valley address, and not my sister's San Francisco address, where I had spent months recuperating after surgery.
On the day of delivery I was given a four-hour delivery window of 11 am to 3 pm. At 3:10 pm I called and verified that this was the most updated ETA for the technician. I selected option to speak to a representative, who told me my delivery time had been updated to a new four-hour window of 2:45-6:45 pm. WHAT?! She contacted dispatch, at my request, and tells me I am the next delivery after the technician's break. I wait some more...
After 5 pm (or about 1.5 hours later), I speak to "Dean" (5 Stars to Dean!), who learns from dispatch that the tech is "on his way." Dean, however, notices that I have an oxygen concentrator service scheduled for the Central Valley and oxygen tanks being delivered to San Francisco! Good grief! He is going to contact his supervisor to fix the issue and escalate my delivery.
My one star is not just for today's imbroglio, as this is not an isolated incident. It is a PATTERN. Following surgery in SF and recuperation at my sister's, my tanks were delivered to my home despite specific directions to deliver to SF. Also, the day I was released from the hospital, my best friend waited hours outside the delivery window for a concentrator and tanks to arrive. They finally were delivered after 9:30 pm, at which time the hospital would release me.
Oh, it's 6:10 pm and I am still waiting (over seven hours) for my concentrator service. Goodness knows when the tanks will arrive. Sigh . . .
UPDATE: "Mike" the tech just called (6:25 pm) and claims he was at my gated community at 3:50 pm. Claims he couldn't get in through the gate (Apria trucks come through here all the time and in my years here have yet to hear this excuse). Why did you not call me, Mike? He claims he did not have my number to call me. When I ask why he did not call the Apria office for my number, he claims he had no cell phone service. Seriously?! It all sounded like BS. Worse, HE acted completely put out that HE had to drive back to Patterson from Modesto!! Gee, wiping the tears, Mike...I have been waiting for delivery since 11 am, I've had to make multiple calls to Apria, and you think you'll be here by 7 pm. Let's not forget I am the inconvenienced customer here, NOT you. At least this snarky fellow will be delivering tanks and servicing my concentrator.
UPDATE TO UPDATE: Mike was worse in person. Snarky, condescending, hostile, and AGAIN complained about not being happy he had to drive back out to Patterson. He had a cell phone and he had my number on the paperwork. I challenged the things he said to me that didn't add up. He asked, incredulously, "Are you INSINUATING I am being LESS than truthful?!?!" No, Mike, I am not insinuating. I am calling you a liar. Had to remind him that I was the inconvenienced customer, to which he replied that I had to wait "a little longer." No, Mike. FOUR HOURS LONGER. Kept going even further down hill from there. Opened my door and invited him to exit. By this time, I was shaking and his general hostility had me feeling threatened. Immediately set my home alarm. Looked out and saw that "Mike" was in a Penske truck, not an Apria truck.
Despite my frustrations over the years with the call center staff messing up orders, in ten years of Apria service I have never experienced an unprofessional, disrespectful, and hostile technician . . . until today when I encountered "Mike."
The BRIGHT ENDING to this day were the rep and the supervisor I spoke to after this dreadful experience. 5+ Stars to these two. They listened and are escalating my complaint, and I have been reassured that "Mike" will not be delivering to me ever again. Thank goodness! Another BRIGHT SPOT and 5+ Stars to Alex, the technician in San Francisco, who called to ensure that I had received my tanks in Patterson. Alex, Dean, Michelle, and the supervisor I spoke with (can't remember her name) are "keepers!" and I want to thank them all!
7/30/2018 UPDATE. APRIA HAS TURNED THINGS AROUND AT THE MODESTO LOCATION, AND STAFF IS PROFESSIONAL AND NICE. ROBERT, WHO DELIVERS TANKS, IS WONDERFUL! Yay!! Increasing the stars in recognition of a great turnaround! Things are not perfect, but SO MUCH BETTER!!
