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Business Profile

Hospital Supplies

AeroCare

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital Supplies.

Complaints

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

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AeroCare has 6 locations, listed below.

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    Customer Complaints Summary

    • 41 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/16/2023

      Type:Billing Issues
      Status:
      Unresolved
      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 was on a rent to own agreement for my Cpap machine. It was paid off about 2 years ago. This company sends me a bill every 6 months or so saying I owe them money. I call and call until I finally get someone to reverse the billing. I don’t owe them any money. They also keep calling for money. I need this rectified.

      Business Response

      Date: 02/08/2023

      Thank you we will work with the patient and resolve this with the patient. 

      Customer Answer

      Date: 02/08/2023



      Complaint: ********



      I am rejecting this response because: it gives me no information how this is going to be handled going forward.  They are saying they will “resolve this with the patient.”  There is nothing to resolve and doesn’t tell me what will be done on their end.



      Sincerely,



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

    • Initial Complaint

      Date:01/05/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 received a CPAP machine via AeroCare and Sunbelt Medical Supply. I returned it before the 30 days that was required for returns. I returned the machine and all the supplies that came with it. When I returned the items they told me that they just throw them away and asked if I wanted to keep them. I said that I did not. My return receipt is not detailed with what was returned. They are still charging me for the supplies and now are charging me late fees. The local office does not talk to the corporate office. I have been to the local office many times and they tell me to call corporate. Corporate says that it is not showing that I returned all of the items. This is now showing on my credit report as well.

    • Initial Complaint

      Date:11/09/2022

      Type:Billing Issues
      Status:
      Unresolved
      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 ResMed AirSense 10 Humidifier Chamber and an AirFit F20 FFM Cushion LG mask in March of 2022 and received both from Aerocare soon after.
      At the time of the order, I asked what the out-of-pocket cost would be if I paid for the items with my credit card, and I was told that the order would be completely covered by my insurance.
      I received a surprise bill 7 months later in October 2022 for $515.17 that included the 2 items that I had ordered and other items that I did not order and never received.
      I opened a dispute with Aerocare and let them know that I had not received several of the items they are trying to bill me for.
      I also offered to return the mask that is still sealed in the original package, and they refused. They are trying to charge me over $200 for a mask that goes for $50 on Amazon and have insisted on price gouging me for 4 times the cost of the item. But I am happy to return the item to them.
      I tried to work with them, and they have refused to help me and are now sending me bills for the full amount of $515.17 and threatening to add a service charge to my bill if I don't pay.
      I refuse to pay for items I did not receive or pay 4 times the amount for an item that I will gladly return in brand new condition in the original unopened packaging.
      I am also filing a complaint with The No Surprises Act.

      Business Response

      Date: 12/23/2022

      We apologize for any inconvenience caused to the consumers. We have tried to contact patient to discuss concerns listed above but no response.

      Customer Answer

      Date: 01/05/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)

      That is not true. I speak with AeroCare on a daily basis when they call to collect for items I have not received. I've opened several investigations with AeroCare to resolve the issue and they refuse to acknowledge any such investigations and just want to collect payment for the items I never received.

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 am receiving erroneous charges for replacement nasal pillows for my CPAP machine that own outright that I neither received nor ordered from Aerocare. There are 2 such invoices (********** and #*********). I made a reorder on supplies and have separate invoices for the correct orders. After making the reorder I began receiving additional invoices for "Monthly Billing A7033". I have attempted to reach out several times to no avail. The correct invoices I have received and paid are ********** and ********** both ordered 6-14-2022.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/12) */
      We apologize for any inconvenience caused to the consumer and appreciate that he has reached out to let us know what is going on so that we can investigate. A member of our Corporate Compliance team has reached out to the consumer to work with him regarding his complaint with AeroCare.

    • Initial Complaint

      Date:08/03/2022

      Type:Billing Issues
      Status:
      Answered
      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 January 2022 I entered into an agreement with Aerocare for the rental/purchase of a CPAP machine and equipment. At that time I paid $330.57 for the equipment and another $82.86 in March 2022. In June 2022 I received a bill for $800, so I requested via email to AeroCare to file this claim with the VA for determination of responsibility. I have made numerous attempts since June 2022 via email to have the claim filed this with the VA with a canned response to some of the emails indicating they are working diligently and someone from customer service would be contacting me soon but there was no attempt to my knowledge.

      Then I receive a notice late July 2022 that my claim has been turned over to collections with SIMM Associates and going forward all communication should be through the collection agency. Today, 8/3/2022, I am on my 4th attempt via email to communicate with SIMM Associates regarding the claim and each time they direct me to AeroCare with billing questions...who in turn directs me to SIMM Associates because the claim has been turned over to collections.

      At this point I would like AeroCare to write off this claim for time spent and emotional distress from the endless unsuccessful attempts to communicate with AeroCare and SIMM Associates to reach a resolution; but being stuck in a loop of redirection.

      Business Response

      Date: 10/11/2022

      Business Response /* (1000, 12, 2022/09/02) */
      The Resolution Department has contacted the consumer to discuss his complaint and concerns. We are working with him to resolve the situation and apologize for any inconvenience caused. If there are any questions I, Stephanie, can be reached at ************.

    • Initial Complaint

      Date:08/02/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 filed a formal written complaint against your poor leadership of Mr. Steve G***** ( President/CEO of Aerocare.) I have been trying to call your customer service - but put on hold for long periods of time and hangups or customer service who refuses to assit me. I called yesterday and was put on hold for 1 hour -then told they had no record of my previous CPAP supply orders , mask, tubing, water tub, nasal pillows ( M) filters, headgear etc. I have been without proper supplies for over a year. Yesterday i was told to call the Fort Worth Aerocare office - rep told me it is now 5pm and we cannot take oders at this time after on hold for 30 minutes. What kind of Mickey mouse service are you trying to give. Complaint filed with BBB.
      BCBS of Texas Member
      ************
      group# ******
      ************

      I have already met out of pocket expense and deductible: Effective date is 09-01-20

      Business Response

      Date: 10/06/2022

      Business Response /* (1000, 12, 2022/09/16) */
      We apologize for any inconvenience caused to the consumer. We are working with him to send the supplies he needs for his sleep equipment.


      Consumer Response /* (2000, 14, 2022/09/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you.

    AeroCare is NOT a BBB Accredited Business.

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