Complaints

This profile includes complaints for AeroCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AeroCare

  3325 Bartlett Blvd Orlando, FL 32811

• 

  AeroCare

  835 7th St Clermont, FL 34711

• 

  AeroCare Home Medical of Lufkin

  1508 S Chestnut St Ste 4 Lufkin, TX 75901

• 

  Alliance Oxygen & Medical Equipment

  4562 McAshton St # 11-12 Sarasota, FL 34233-2202

• 

  Alliance Oxygen & Medical Equipment

  2840 Scherer Dr N STE 425 Saint Petersburg, FL 33716-1041

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint concerns a CPAP machine from Aerocare/************. I received it a while back; It stopped 2 days later. They sent someone to replace a part. This happened again, and they replaced a part. It happened a third time, and they sent a lesser model. This one started having a burning smell. I tried calling many times, and they would not call me back. I finally started using my 15-year-old ******** machine. Keep in mind that my insurance company continued paying for the broken machine. Also, the company did not resupply me for 9 months. Again, my insurance continued paying Aerocare/************. Finally, I called and got someone on the phone.I explained the situation, and they sent out another machine. After a few days, this machine also started having a burning smell. At this point, my insurance agent called Aerocare, with me on the phone, to discuss the problem. The Aerocare person was incredibly rude. At one point, she accused me, saying I must be doing something to cause the burning smell. My insurance agent corrected her by saying that he can use a 15-year-old ******** machine without issue, and that there is something wrong with these lesser model machines they are sending to me. My insurance agent demanded that they immediately send a new model of a different brand to my house. This was after the Aeorcare person said they would send me a refurbished model. My agent said, No, it will be a new model and a better model and brand than what you have previously sent. They said they would send a machine, but I am not confident that they will or that the machine they send will be a new and better model than the ones sent before. I do not want a refurbished machine. My insurance agent clearly said they were not to send me a refurbished machine. I am legally blind and had assistance typing this complaint. This also means it may be difficult to tell if the machine they send me is new and not a lesser or refurbished machine.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues with billing with Aerocare/Adapt Health for over a year now due to losing my job and insurance switching. The local Aerocare stated they could not help with any billing issues. The customer service number for ************ stated because of switching insurance, that my billing started over for this **** machine upon switching insurance. They received payments from both my previous insurance and myself from 2023 to 2025 with final payoff of $525.69 on January 29th 2025. I specifically called on this date to pay off the machine due to billing issues. Once I paid this machine off, they sent me the attached letter stating that I am in full ownership of the **** machine. I then received a bill this month (March 2025) stating I owe $58.41. I called customer service to explain I paid the amount they stated and received the letter from them stating I now own the **** to no resolution. I also asked to speak to a supervisor to which I was denied at the present time.

  Customer Answer

  Date: 03/11/2025

  I received a call from a supervisor at Adapt Health today.  After reviewing my account, and payment, the supervisor stated that they would adjust the billing. I believe you can close this complaint.  Thank you.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a *** approved oxygen machine for my 87 year old mother to fly with me and her 90-year-old husband who for his birthday to fly to ******* I received the machine with no explanation of anything about it just dropped it off and left it was *** approved through ************** with two batteries and it should have had a time span of 4 hours to 6 hours is what we were told. It was fully charged and ran out within 2 hours not even long enough to get on the airplane contacted them regarding it when we got to ******* and asked for it to be replaced all week we received no replacement or help through the company finally the day before she was going to leave to go home they brought us another one that was a faulty one that didn't even last 2 hours and and Mr ****** due to the fact that there was not enough battery for her to make it on the airplane. When I finally did reach us a supervisor by the name of ***** she laughed about it giggled about it because oh yes I heard something about that over the weekend. That was a ****** from ********** **** to ******* *******. She was unable to go out and enjoy herself without having to worry about not having her oxygen for the for the entire week and this was her last trip she would be going on. It was ruined. And it was my father's only time he has flown since he's been out of the service in 1935 now I understand why he never wanted to get on a plane.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first requested an insurance change on 24 Dec 24 (spoke with '*****'), followed up by another call on 4 Feb 25 (spoke with 'Astra'), ************, option 3 ('insurance change'). Both assured me the change would be made. No changes have been made to my account despite those calls plus two emails on 10/12 Feb 25 to ******************************** No one has bothered to contact me via phone or email to address any problems, yet no action has taken place.I submitted a 'contact us' form this morning with the same details/request and asked my account to be updated. I also just now spoke with '*********' to speak with a supervisor; I was told none were available because "they were all working." She refused to connect me or offer a supervisor call back. So far, no response to the third email either.I have been trying for two months to update my account to reflect ******** as primary and Tricare for Life as secondary and remove the $17.21 balance due since *** is responsible for any copays a/o 1 Feb 25. This is irresponsible on their part as there is still no resolution nor action taken to change my insurance. Thank you for your help. ****** ***** ************************************************ ***************

  Customer Answer

  Date: 02/18/2025

  Good morning!

  Thank you for responding to the complaint. The company has several different names that I've tried to work with, and hopefully these are helpful...

  ********************************************************* (cut and paste for their 'Home' page)

  Adapt Health - ********************************;

  AeroCare

  HME Bill ***************** contact info:

  **************

  *****************
  ********, ********
  81401

  Not sure why BBB of Southern Colorado forwarded the complaint to you. I am hoping you can get the insurance change issue resolved for me.

  Thank you!

  ******

• Initial Complaint

  Date:01/25/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aero care keeps sending bills even though they have been paid in full. Ive called customer service multiple times and usually speak a lady named ****** that barely speaks English that I hardly understand. She said I was paid in full but they keep sending bills. Now its been over a year that my machine has been paid in full now they are sending rental charges again. I believe this company is nothing but scammers. I will never order anything from them again.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ordered my husband oxygen machine and oxygen bottle back in 2021 . I called the company when i got a bill for their services useing their equipment, but when i called them to ask for a tech to come with on his new machine and oxygen tank i was told i owed 65 dollars and when i paid that amount then they could service and replace the oxygen machine. so i paid them and they never sent anyone out to service the equipment let alone bring my husband another oxygen tank . ive been getting billed for years now for equipment that needed servicing or resetting and or replacing tanks that never worked . I finally contacted the company after getting bills for over two years . i feel this company is just taking advantage of a sick senior customer that the company was notified of the problem and never once attempted to contact me other then trying to get us to pay for equipment that did not work. i am tired of companied offering s service and then with in s few months the service either didnt work or there just dimply wss no service done . im tired of it reuining my credit because of the companies billing for service or equipment that didnt work. i an requesting they cancel the , 600 + bill and clear it up on my credit report . I have NO reason to be expected to pay for service and equipment that were and still sre useless at our home. Thank You , Sincerely ********* ********* contact number ************

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has used a CPAP now for over 2 years and we occasionally need supplies. This year we received supplies in Feb, May, August, and September (I do not think we ordered the September shipment)- one box per shipment for a total of 4 boxes for 2024. In July of 2024 I received a statement and paid $132.33 and $65.92 and thought my account was paid in full. On November 9, 2024 I received a text notice that there were invoices that needed to be paid and to my surprise saw a balance of roughly $810.00. I called to dispute the charges thinking my insurance was not being billed properly. I was told to call my insurance company who referred me back to Aerocare (also called Oxygen and **************** also called Adapt Health- why 3 names?) When I called Aerocare back I mentioned that there are multiple invoices all for $65.92 (some dating back to February) and they stated that they have to bill this way due to insurance requirement. They said these recurring charges are for filters and cushions. There are 7 items like this which state it for 3 month supply. I asked the representative why I was billed for this many months of supplies when I have only received 4 boxes for the whole year. The representative kept giving the same answer, that they have to bill this way for insurance purposes. I still do not understand why I was charged for a whole year of supplies roughly. I also do not know why this company waited until November to bill for supposed items from February. I have attached an invoice that was emailed to me. I replied back asking if this was accurate since it doesn't match what is online and have not received a reply. I appreciate any assistance!

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 I received a Bi-Pap machine thru AeroCare. Early 2024 I started receiving bills from CareCentrix. I had no clue what the bills were for or who CareCentrix was. I do not recall any dealings with CareCentrix? After calling CareCentrix they explained they only provided billing and if I had any questions I would need to contact AeroCare. So I called AeroCare and they told me I owed nothing. I hope you understand that I have tried to pay this billing many times with no help from the parties involved. Hopefully we can come to agree to a meeting between myself and the involved parties to rectify the issue.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ST **** CPAP in person and bought some **** supplies in July 2023. Beginning around January 2024 I was being called multiple times a day and week for months until I finally had to block their number. They would change their number and keep calling. They sent me supplies to my old apartment in May/June of 2024. I cant remember if they charged me or not. They did not reach out to me but suddenly now have put me on an "auto order" and "auto pay" program that I have NEVER, EVER agreed to. I have moved out of state and they charged my debit card in Sept/Oct of this year $70.01 for supplies. I knew I would never receive them so I filled a report with my bank and they recovered my money. Just this month, I have finally been able to create an online account with ********************** for the sole purpose of deleting my information. OF COURSE THEY DO NOT ALLOW THIS. I had to email, multiple times, to get them to "allow" me to remove my debit card. I still had to go and do it manually. It still will not let me update my mailing address or view/edit my "recurring order." The only reason they responded to my last email is because I said I was reporting them to the BBB. EVERYTHING about how they run their business involves deception.

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2024 they send me merchandise that I never received, I called the postal service according to there suggestion but they won't do anything. The bill was presented to me about 3 months later and I had no knowledge of the order until I saw the bill. I had to pay it as they threatened to take me to collections without offering any type of resolution.