Business Profile

Medical Equipment

AeroCare Holdings, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

120 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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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:05/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
We had to have an order of oxygen placed with this company for our infant. We were told that they accepted our insurance. We had the oxygen delivered. No one mentioned how it worked or how much it cost. Then we received a bill with no insurance adjustments. For double the months we actually needed. When we reached out to the company I was redirected multiple times and no one could fix the issue. Since then, I have called every month at least twice and they have said they will take off late fees and resubmit it. My insurance has heard nothing and now I am being threatened with legal action if I dont pay when I was just told to wait a little longer.
Business Response
Date: 06/06/2025
This account is being reviewed, we will have claims rebilled to insurance. We will reach out to the patient's mother.
Initial Complaint
Date:05/28/2025
Type:Delivery 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.
On 3/31/2025 the disputed amount was charged to my mother's (******** *****) checking account. I believe the amount was for a CPAP machine. The machine was returned via *** (tracking # 1Z7EW6700395408216) and was received in their North Carolina warehouse in April. I have made multiple calls to AdaptHealth billing and customer service regarding a refund. The matter remains unresolved. AdaptHealth customer care has "referred my case to a supervisor" twice with no response or resolution. We no longer have the machine and are requesting a refund.
Business Response
Date: 06/04/2025
We are looking into the complaint and having *** take a look at the bill for resolution.
Customer Answer
Date: 06/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The requested refund has been received.

Sincerely,

***** *****
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
AnsweredMore 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've accidently made an e-check overpayment to this company that I've routinely done business with over the many years, unfortunately. So, it was made via the online patient billing payments portal on a due bill statement. The exact same amount was for the $203.01 which was scheduled on AUTO-PAY. I have alerted this company multiple times. Several e-mails and a frustrating phone call were made. No one seems to either be versed in solid communications, the English language, with respect to REFUNDING me in a simple OVERPAYMENT procedure! Or, at least be knowledgeable enough to do so. The transaction ID is this: **********. Even more frustrating, when I did finally receive an e-mail response, the generic phrase or sentence referring to that the "REFUND PROCESS was requested", and no other details could be provided like how and when this would occur. Someone did make mention at ****************, that the refund would be returned to my credit card. I HAVE NO ON FILE CREDIT CARD to return it to I had explained to these customer care people! It was made via an E-CHECK from my bank checking account!
Customer Answer
Date: 06/03/2025
Good Morning,
The response that the business has sent me is UNACCEPTABLE. I asked them for a PROMPT REFUND for my $203.01 over-payment e-check from my patient portal. They now have a grand total for $406.02 of my money, of which I mistakenly made an extra payment. Realizing I am enrolled in their auto-pay, the original was deducted from my bank account. Their communications have been horrible. This wouldn't have happened in the first place, had I received an obvious warning that they already have me enabled on auto-pay!
Thank you for being an advocate here from more prompt treatment of their patients and customers here. This is so unfair.
****** G **********

Business Response
Date: 06/03/2025
The patient called in May ******* to acknowledge she accidently overpaid in the amount of $203.01. The patient spoke with a *** ****** who put in the refund request. On May ******* the refund request was confirmed. On May ******* the patient spoke with ***** via chat and was advise the refund was processed as of May *******. She advised the refund can take up to 30 days.
On May ******* there was email submission made regarding the refund for the $203.01 stating he had still not received a refund. I have opened a complaint however as explained to the patient the refund can take up to 30 days to be received.

Thank you
Customer Answer
Date: 06/03/2025

Complaint: 23365902

I am rejecting this response because:
THEY ARE NOT TELLING THE ***** here at all. I have just received an e-mail back from ****** at **************** stating the refund being returned in 6 - 8 weeks from May 22!

They could expedite the $203.01 over-payment REFUND. They choose not to.

Sincerely,

****** G **********
Business Response
Date: 06/04/2025
Hello

I am sorry you don't agree with time frame for the refund. You accidently submitted an additional payment and will refund however it can take up to 30 days. This refund is being processed. This complaint has been closed out.

Thank you
Customer Answer
Date: 06/04/2025

Complaint: 23365902

I am rejecting this response because:

I will continue to vehemently DISAGREE with your ridiculous and long 30 days to get a refund. I'm speaking about via consumer overpayment policies. Especially, until it becomes a more reasonable time frame! Your co. holds onto our money way too long. Certainly not for our benefit either. Furthermore, you people need to make it much more clear in your billing reminder e-mails about AUTO-PAYMENT being enabled. It isn't, because I wouldn't have made the overpayment to begin with! However, being a responsible person I accidently did.

Sincerely,

****** G **********
Initial Complaint
Date:05/20/2025
Type:Order Issues
Status:
AnsweredMore 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 am being threatened by this company several times by phone. They are saying ******** will not pay for my Oxygen Machine unless someone comes to my house so I can signed papers. They want me to make an appointment and I don't want to wait for such a ridiculous request. I suggested them to email me a e-sign document or mail me the papers to sign. I even authorized them to leave the papers in my mailbox and I would sign the document and mail it back. I have been with this company for about 5 years and never had this problem. They have my signature for other medical devices I get from them and ******** covers it. It seems as though they want to correct a problem that they caused at my expense/inconvenience.
Business Response
Date: 05/28/2025
Response to BBB Complaint:
We thank you for your concern nd are looking into it at this time
Customer Answer
Date: 05/28/2025

Complaint: 23354961

I am rejecting this response because: after a phone conversation with the manager of the ************* location he was agreeable to accepting an e-signature. The only issue is that it was discussed Aerocare's records were outdated (possibly about 10 years) and showed 3 line items the first e-signature requested me to sign.(no longer available or I would have sent a copy of the document) I called the office and spoke again with the manager and it was discussed it would be updated. The problem is that it was updated and now shows 2 line items and should show one line item going forward. In discussion it was to back ************* for 2024 and before but is not stated on the new e-sign request which seems to show 2 line items going forward. Again as I had told their office, I have no problem e-signing for billing previous to 2024 for the original request, but that isn't the document that was most recently emailed to me. I will e-sign two (2) e-signs: one for the correct back billing and one for the correct billing going forward if that is what is required. I do want the documentation to be accurate at this point in time. It seems the company merged at some point in time and records didn't transfer. Thank you for your assistance in this matter.

Sincerely,

**** *****
Business Response
Date: 06/05/2025
We have received the rejection and are have the documents fix and PT contacted
Initial Complaint
Date:04/04/2025
Type:Product 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.
This is one of the WORST businesses I have EVER dealt with. They have sent me supplies 4 times and Guess how many times they got it correct - 0. So you have me calling you back 3 times to only be charged anyways & then you send me the wrong stuff again. Not only that, but trying to talk to and understand the billing ***** is VERY hard. I got hung up on for using the word ****. Now that I'm looking at all the money they have stolen from people I am very wary of them having my CC information. If you're looking to deal with them - DON'T, You can order your supplies online from companies that will get your order right & ship free. Also I think they use the name ADAPT HEALTH so be careful my friends.
Business Response
Date: 04/14/2025
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer Answer
Date: 04/28/2025
AeroCare did in fact resolve this incedent.
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 is about AdaptHealth Solara Medical Supplies. This is the single worst conpany ever to do deal with. I rue the day I ever got involved with them. They take months and 6 phone calls to get information from my doctor . And the billing, dont even get me started . I have two insurances and for years there was no problem . The only time I didn't have a secondary insurance was the month of February. They moved billing from a charge in December. To January on my last call and not they've slid the bill up two months . There is shady billing practices happening at this company. If they billed appropriately I had two insurance for my last dexcom order abd now I again have ny two insurances for my current dexcom order if they could ever get it together and get the information from my doctor . My biggest problem is my issue with the shady billing practices that are happening and then no one can answer anything for me and they keep bouncing me around like a pinball and passing the ***** I just asked for a billing supervisor and one is covienetly not there now.Super shady stuff and incompetent practices at adapt health solara medical supplies
Business Response
Date: 04/01/2025
We will review the complaint and reach out to the patient to resolve.
Initial Complaint
Date:03/27/2025
Type:Product 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 was authorized by my insurance company ************ to receive periodic resupply of CPAP masks and filters. On the very first resupply order Aerocare/AdaptHealth charged my credit card $245.38 and did not file a claim to the insurance. I reached out to my insurance who told me they did not receive bill. I called the billing department at Aerocare who told me I needed to update my insurance (it has not changed in 16 years). They told me that it would take 3-5 days to update and then they would bill the insurance, and then refund me. A week later I called all parties to see the status, nothing changed and was told same thing by Aerocare, that my insurance was not updated and again wait 3-5 days. A third time now called and again told same story. Talked with "*****" who was rude and kept calling me "man" (i.e. "hey man", "look man"). He tried telling me that I have no active insurance, even though I was just transferred to him from their "insurance department" three minutes prior, who verified my policy number and it being active. Said his supervisor "Naveen" is the only one who can review it and was told the same automatic response for me to now wait 7 business days for them to bill my insurance. No progress has been attempted by this company to do what is right. Poor attitude by staff, and no ability to talk to anyone at the local office where I originally picked up the machine. Sounds like the same thing many of these other complaints are about with billing and customer service. I will pursue legal action if required.
Business Response
Date: 03/31/2025
We apologize for any inconvenience and will work with the patient to resolve. Thank you.
Customer Answer
Date: 04/08/2025

Complaint: 23123567

I am rejecting this response because: Aerocare has not yet issued a refund or corrected the billing error. Aerocare never reached out to me. Instead, I had to initiate a conference call with their billing department and with my insurance company. Aerocare acknowledged they received payment from my insurance company, but I still have not been refunded the money to my credit card. This is not acceptable.

Sincerely,

****** ****
Business Response
Date: 04/10/2025
Thank you for bringing this to our attention. We apologize for any inconvenience and will work with the patient to resolve. Thank you
Customer Answer
Date: 04/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I received the refund that was due to me. Despite the back and forth, and time taken to get the refund, the issue is now resolved.

Sincerely,

****** ****

Initial Complaint

Date:03/20/2025

Type:Billing 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 purchased a C-Pap machine and supplies in 2024. All through the year 2024 my health insurance covered any charges. Now in March of 2025 I received a first invoice marked overdue from December of 2024 in the amount of $21.72. My wife paid the invoice without checking with me and when I was told I called AdaptHealth/AeroCare and was told this was a rental fee for the machine. I said that I had been told it was my machine and I had paid for it when I got it. She attempted to get my credit card information and I told her that I had looked my their company complaints and it indicated that they cheated senior citizens so I refused. I tried to cancel my account but was unable to do so. I would like to cancel my account and if there was a rental fee I would like it refunded if it was not covered by my insurance. Why do companies try to ***** seniors. I am 87 and try to be so careful not to fall for this kind of trouble. We paid $148.35 for the machine.

Business Response

Date: 03/25/2025

We have received the complaint and our having our team investigate it and get back

Customer Answer

Date: 03/27/2025

Complaint: 23095935

I am rejecting this response because:

I am acknowledging Aerocare response that they will investigate and send a response. Complaint ID #********

Sent from ***** ******** (*******************************************************************************************************)

Sincerely,

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

Business Response

Date: 03/27/2025

3/26/2025 our agent called this patient and was routed to voicemail. Our agent ******* did leave a message and included her direct line for Mr. ******** to call back. we are still waiting for response

Customer Answer

Date: 04/02/2025

Complaint: 23095935

I am rejecting this response because:

Consumer

Most Recent Message

Date Sent: 3/30/2025 8:11:01 PM
I received their voice mail and responded and was sent to voice mail. I told them I was returning their call in my message. Since then I have not received any call back.

Sincerely,

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

Business Response

Date: 04/02/2025

Good afternoon,
3/28/2025
I have not received any calls from the patient since leaving my phone number for him. I also tried calling again today with no answer. I checked the notes on his account, and it does not look like anyone has spoken to him since I reached out on 3/26.

Thank you,

******* *******
RCM ***************************************** Services

************************************************************
(p) ************

I have asked ******* to reach out again till successful

Customer Answer

Date: 04/03/2025

That is a lie. I called her back at that number three times and got HER voicemail each time. Yesterday I called the billing department and asked to speak to some one else and I think we have resolved the problem. See attachment. I can't believe how difficult it is to deal with these three companies who apparently do not communicate with each other. I was forced to sign an electronic signature device in order to get the product. I never got a copy of what I signed until last week.

Customer Answer

Date: 04/03/2025

Complaint: 23095935

I am rejecting this response because:

Consumer

Most Recent Message

Date Sent: 4/3/2025 2:18:27 PM
That is a lie. I called her back at that number three times and got HER voicemail each time. Yesterday I called the billing department and asked to speak to some one else and I think we have resolved the problem. See attachment. I can't believe how difficult it is to deal with these three companies who apparently do not communicate with each other. I was forced to sign an electronic signature device in order to get the product. I never got a copy of what I signed until last we

Sincerely,

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

Business Response

Date: 04/03/2025

Yesterday Mr. ********* did speak to an agent 4/3/2025 he called the billing department and asked to speak to someone else and as he stated. I think we have resolved the problem. a resolution letter is being mail to Mr. ******** with our sincerest apologies. I hope this will be satisfactory and we can close the case positively for the Patient

Customer Answer

Date: 04/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

Initial Complaint
Date:03/17/2025
Type:Billing Issues
Status:
AnsweredMore 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.
The patient is ******* *********, I , ***** ********* signed an agreement to pay $25 a month as part of back month part of co pays. *** was in the car because he has a hard time walking. *** has ******** that pays for the ** and for a long time he had ******** that paid the co pay. I applied for a financial hardship for Aerocare/Adapthealth as well. So Feb 2025 was the first auto debit. Last week March 10 week, Aerocare took $204 out of our checking account - they sent a text message saying there was an invoice ready but no amount was specified so I thought it was the payment plan and *** doesn't know how to check texts. I just checked e-mails today and saw one on 3/1/25 that says $204 declined, then another e-mail 3/1/25 - payment plan reminder, then 3/7/25 saying they took the 204, then 3/11/25 payment plan declined, we closed that debit card so they wouldn't be able to take any more money out so that it why the 25 for the payment plan was declined. I have over ***** unread e-mails, I have OCD and want to look at my e-mails before deleting and have doing other things, We are on a fixed income *** gets social sec retirement previously disability - 691 dollars and I get ssdi ***** dollars, I read on an aerocare email just this morn that says credit card and that they can take one time payments and recurring payments from the credit card on file. Mine is a debit card making us short for our other bills. I want them to put the money back and work with us to pay that. Maybe pay more than 25 dollars a month, I paid property tax this month making our budget even tighter. Some bills didn't get paid because of what they did and my auto pay car ins would have bounced but we had to put more money in. They should orally communicate with someone. thank you
Business Response
Date: 03/25/2025
Thank you, we are looking into this concern and will investigate and get back to you soon
Initial Complaint
Date:12/28/2024
Type:Customer Service 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.
This company keeps charging me more money for stuff that I have not ordered and never received. The keep billing me and charging me $50/mo which I have formerly withdrawn consent to. Got an email today saying my current balance is $663.84. I have not received any supplies from these people in well over a year. I have not even been on the **** for the last 7 months. My doctor said I no longer require it. Why/how would I be ordering supplies for something I am not using. This is a fraud/scam. I have filed a police report with the local police as well and will be disputing future charges.
Business Response
Date: 01/14/2025
We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient once completed.
Customer Answer
Date: 01/14/2025

Complaint: 22739199

I am rejecting this response because: not resolved. My doctor took me off this equipment over 6 months ago. ************ continues to bill me and add charges to a payment plan that I have not consented too. I have also contacted the credit card company and informed them this is fraud.

Sincerely,

******* ******
Business Response
Date: 01/17/2025
Management has reached out to the patient to address his billing concerns.
Customer Answer
Date: 01/21/2025

Complaint: 22739199

I am rejecting this response because: they have reached out but have resolved nothing as of yet. Someone named ****** is trying to help me now. There were 2 re-supply orders I was billed for after I turned in the hardware to the doctors office. This is stuff I was billed for and never got. I am awaiting resolution at this point on that. I have asked them to close the account and stop auto billing my credit card as well. None of this has happened yet. 1 day after ******* told me this was done I got another notification of billing from them.

Sincerely,

******* ******
Business Response
Date: 01/24/2025
We have adjusted the patient's account; however, a balance remains, and the patient has been notified.
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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AeroCare Holdings, Inc. is NOT a BBB Accredited Business.