Complaints

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

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• 

  AeroCare Holdings, Inc.

  3325 Bartlett Blvd Orlando, FL 32811-6428

• 

  AeroCare Holdings, Inc.

  630 Abney Rd, Suites A & B Roanoke, VA 24012-1256

• 

  AeroCare

  5681 Sarah Ave Sarasota, FL 34233-3445

• 

  AeroCare

  5005 Prospect Ave NE Ste B Albuquerque, NM 87110-4283

• 

  AeroCare Holdings, Inc.

  1044 Hercules Ave Houston, TX 77058

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:11/01/2022

  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.

  Aerocare CPAP Medical Supplies. In June 2021 took a Sleep Study thru ******** Hospital. Consultation ********. Sent to Aerocare in their parking lot in West Bend, WI. Picked up the machine. My insurance sends EOBS for the next 6 months. The CPAP Machine is listed on EOBs and the charges EVERY TIME for $200+. I paid over $3500. ******** calls to get paid, I am waiting on EOBs and my insurance is investigating claims according to a letter in the mail. I get annoyed ask ******** how much I owe yet? $300. FINE! I pay it. DONE! right? Nope. For MONTHS now almost a year. Aerocare and/or Aerocare Adept robo calls saying I owe them. Trying to call them takes 40+ minutes to get a Rep. On several occasions I got a Rep. Aerocare WILL NOT CONATACT MY INSURANCE. Long story short. According to my insurance they have sent claims to wrong address. According to Aerocare Insurance refuses to pay. The recent calls Aerocare says I owe for Medical Supplies bought. Is it Medical supplies or Final Purchase? Aerocare CS refuses to call Insurance. Is very impolite on the phone. Hangs up on me when I try to give them the info to CALL MY INSUARNCE. They just KEEP HARASSING AND TRYING to bully me into paying threatening more and more additional late fees. SUPPOSEDLY 3 weeks ago Insurance FINALLY gets a hold of a guy who says Oh! Says they will remove late fees and process bill. NOPE! MORE THREATENING AND HARASSING CALLS! Aerocare REFUSES to cooperate with Insurance and proper medical channels. It is MY belief they are just trying to SCAM me and others. I have over 10 pages of EOBS + some notes on dates of contact. Sending via Library. I have documents cant upload. My Employer is**********. My insurance is **********. Let me know if and how else I can send EOBs, Claim number or specific info needed as I am sure Aerocare give the run around.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach out to the patient.
  
  
  Consumer Response /* (3000, 7, 2022/11/16) */
  ---------- Forwarded message ---------
  From:
  Date: Tue, Nov *****************************15, 2022 at 10:55 AM
  Subject: Re: BBB Complaint Case# *******************************************
  To: Better Business Bureau *******************
  
  
  I read their response. They said they would contact me. If you consider the SAME collection agents calling me saying the same thing, "unable to charge your credit card you need to remedy this and pay us $200" reaching out to resolve....
  
  UPDATED Aerocare Fraud Info: Last Friday, on 11/11/2022. An Insurance rep from ********** called and left a voice msg saying they received documentation finally from Aerocare about their "claims" I owe them. I called my insurance Monday 11/14 and went over everything with the Agent. They told me they are processing the claim and I "might" owe $50 it looks like after the processing.
  
  SO. IF Aerocare had my old Credit Card info on file. They WOULD have charged me $200 and I would currently be FIGHTING THEM for fraudulent behavior and trying to get my money back because THEY were sending the information ALL THIS time to thw wrong address. THEY WOULD NEVER CONTACT my insurance to bill this transaction properly.
  
  THEY just KEPT CALLING ME every 3 days from their collections saying I owe them. DID THEY EVER PASS ON ANY OF THE INFO I GAVE THEM TO THEIR BILLIBNG DEPT? My guess is no. Will they call again looking for $200 before the claim is processed plus try to crack me $25 in late fees again? Probably.
  
  
  Business Response /* (4000, 9, 2022/11/17) */
  Good morning
  
  This account has been reviewed, the patient has been removed from collections however the balance owed by the patient is true. We have EOB'S from insurance showing patient balance that we will also send to the patient.

• Initial Complaint

  Date:10/26/2022

  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.

  When we purchased my husbands new cpap machine our insurance company told us we would pay 3 months rent and then the insurance would buy the machine outright.. We gave Aerocare 724.09 on 05-20-22 for a down payment and the insurance company payed the $180.00 rent 05-20-22, 06-20-22 and 07-20-22. they then sent a buy off bill of $1800.00 to UMR 08-20-22. Per the insurance company this claim has been processed and theirr check will mail 10-28-22. we have received multiple bills for $88 and have asked no less than 6 times for an itemized statement so we know what we are paying for. We have never gotten one. Instead they are calling us at least twice a week threatening to send us to collections. When my husband called 10-26-22 he was told we pay rent for a year, ven though the machine has been purchased. The insurance company adamantly denies this. We will have a payoff balance of $64.97, but i don't want to pay that until i know what the $88 is for. I also need to know that once the purchase price is paid we will not be getting charged again. the company has refused to talk to me, the insurance policy holder, even though my husband has asked them to do so since i handle the bills. the phone calls from them are getting more threatening and they refuse to tell us what we are paying for. I work insurance at the local hospital and I can tell you that this company is well known for their shady billing practices and bullying of clients.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 9, 2022/11/09) */
  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach out to the patient.
  
  
  Consumer Response /* (3000, 12, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  we still have not heard from this company in the more than 3 months we have been dealing with this and do not anticipate they will follow through with this. additionally, they were supposed to emaill a form for my husband to fill out allowing me to speak to the billing department on his behalf more than 1 1/2 months ago. Still nothing. This is more than an inconvenience. Their collection team calls my husband day and night, but will not call me when asked to do so since I deal with the insurance.
  
  
  Business Response /* (4000, 14, 2022/11/16) */
  Hello.
  
  We cannot help someone who is refusing to provide the required information needed to brig up the actual patients account. Until we are given this information we cannot proceed.
  
  Thank you
  
  
  Consumer Response /* (4200, 16, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  we are happy to provide any information asked for, but to date we have had no contact from this business via home or cell phones, email or regular mail. Please let us know when and how you have reached out to us so we can correct any incorrect information you have. Additionally, please feel free to provide your direct contact information so we can reach out to you. Still waiting for an itemized statement of bill.

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service 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.

  Between may and June 2021 I did a new sleep study in order to get a new bipap machine because the one I have don't work right and has to be unplugged to cut it off so I do the study and my doctors office sends it to aerocare my doctors office says aerocare should be calling you in a few weeks I didn't hear any thing so I call my doctors office they tell me for what ever reason aerocare cancelled my order that they will call them so my doctors office says they got it fixed when they called called me back and said I should hear from aerocare soon more time went by so I called aerocare they tell me they don't have every thing to process my order so I call my doctors office again and my doctors office calls me back and says they have every thing that I should hear from them in a few days a month went by I called aerocare again they say the same thing that they don't have every thing so I call my doctors office again and again they call me back and say it's took care of so 2 months go by and I didn't hear from aerocare so I call them and this time the girl say they don't have every thing and what they have is out of date after 6 months that I would have to go and do all new sleep study again so I did that in June and July 2022 and my doctors office sent the stuff to them and now I've been there and talked to them and they saying now my doctors office didn't send it to them but I know they did they showed me what they sent them so aerocare has given me the run around for over a year now plus my old bipap machine stopped working 2 weeks ago and I called them and they say it's nothing they can do till they get the study and stuff they have had it how they keep losing it don't make sense plus I've had to do another set of sleep studys because they let it run out of date and now I can't sleep it's all I wanted was a new machine and I don't have it ive got chronic sleep apnea so what happen when Im asleep and I die because of aerocare
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/30) */
  The Corporate Compliance Department will contact the patient and get the issue resolved.

• Initial Complaint

  Date:09/25/2022

  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 was provided a CPAP machine from Aerocare for a prescription from my doctor. I recently took the machine back to Aerocare as it had become extremely noisy. They provided me a new machine to replace the noisy one. The new machine is not new, it has over 2000 hours on it and does not work properly. I feel that I was given an old loaner machine that doesnt work. All I want is a functional machine. I am seeking a replacement with a new device.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/27) */
  The Corporate Compliance Department will contact the patient and get the issue resolved.

• Initial Complaint

  Date:09/20/2022

  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.

  Received an invoice *********** on 9/19/22 for $60 for a monthly service. I called to find out why I was being billed for a service I never signed up for. Was advised it was a monthly service for filters that were ordered in June as part of a larger order. I agreed to buy filters in June, not to a monthly service. The filters are unopened. I offered to return them, but they would not accept the return. I want this monthly service canceled and the invoice canceled.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Hello and thank you for providing this information.
  We will be assigning a team member for follow up on your complaint.
  
  Thank you
  Corporate Compliance Department

• Initial Complaint

  Date:09/09/2022

  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.

  My husband was forced to get an oxygen service so that he could go home from the hospital after having pneumonia in July. The hospital arranged to have the oxygen service deliver a portable tank to the hospital for the short (5 minutes) trip home and deliver an oxygen concentrator to our home. The hospital case worker told us it would be about $100 since he did not have insurance. Aerocare told us on the phone that it would be $550 for the first month but that we would get $250 back upon return of their equipment. I gave them my credit card number over the phone to pay for the service so my husband could come home. Oxygen was delivered on July 18, 2022 to us. Two weeks later my husband had to return to the hospital. I tried contacting Aerocare through email and through the patient dashboard system in my husband's account to cancel the service and get the deposit back we were told we would receive. And go the email runaround. Said I had to contact the local company. I tried contacting the local company, Alliance Oxygen of Sarasota that dealt with Aerocare to cancel the service. Call was answered by an answering service in the middle of their business hours. I asked them to contact me. No phone call from them, just a tech that showed up at my house while at I was at work and took their equipment back. Surprised my son. Repeated attempts to contact them have failed. Contacted Aerocare and was bounced around from person to person. Spoke with a supervisor who said I should receive a refund, and was going to notify Alliance. That was 2 weeks ago. Never received refund. Never received an itemized bill that said what I paid for. Just a receipt that said I paid them $550. Nothing about the deposit. Having to go with a different company now. It is only $150 for a month. Hospital social worker says $550 is too much, should be no more than $150. No prices on website for their equipment. I'm out $550 of which I really couldn't afford, but did so husband could come home.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hello and thank you for providing this information. A team member will be in contact for further follow up.
  
  Thank you
  Corporate Compliance Department

• Initial Complaint

  Date:09/01/2022

  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.

  In February 2022, I called Aerocare and canceled my cpap re-supply account. Every month Since then, I continue to receive supplies every month. Each time I return them with a note that states I canceled my account. Each month I receive harassing phone calls stating I owe them money for supplies I've returned. I've spoken with them SEVERAL times and told them to stop sending me supplies. It doesn't matter what I do, they continue to send them & bill me even though the supplies have been returned.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hello!
  To Whom It May Concern,
  We have received your complaint under BBB ********, and we have investigated this situation and with our findings we will be contacting the patient directly to get this matter resolved asap.
  
  Thank you, for your time,
  
  La S***** B******
  
  Resolutions Associate, Corporate Compliance, AdaptHealth

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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 got a cpap through aerocare in April of 2021 & the device was placed under the Phillips respironics recall in June 2021 & while I understand the supply company is not at fault for the actual recall their company is horrible to deal with especially billing. I have had recurring issues & miscommunication through the whole process,I called asking how the billing was being handled under the recall & was assured/told that they were working through the issue & shouldn't be billed until a replacement device was issued under a new serial number. December 2021 aerocare attempted to bill insurance but the actual date it was obtained was April & i call my insurance they said it was denied for timely filing as it was OBTAINED in april.Febuary 2022 i start calling again to every number I could find as aerocare is hard to get a hold of & finally get a nice customer rep that looks into this & spoke to his supervisor & again was assured that it was being handled by basically starting over completely with the replacement serial numbers & that they had a whole team dedicated to this recall.I have email documentation & the rep who has attempted to help me has documented my account & I have sent all of insurance claims for my chart .February I speak with rep again he explains his supervisor said billing will start when replacement is issued so everything should be ok ,June i start getting autopay emails same rep talks with supervisor again they apologize & take the autopay off my account , August still no replacement cpap,had to cancel yearly sleep dr follow up due to this & getting past due balance emails with part of that being the same statement addressed in june.When you call billing the hold time is outrageous & they are rude, don't listen & say we didn't know it was recalled & when I ask for itemized break down of what was billed they just say cpap when all along I'm being told a "billing team" is specifically working on properly handling the recall.im frustrated to tears.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/29) */
  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patient.

• Initial Complaint

  Date:08/17/2022

  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.

  In May of 2020 I sought a sleep study, as my wife said that I snored a lot. Upon finishing the study, I was told I suffered from an minor case of sleep apnea. The doctor had to search for someone within my network to cover the CPAP machine they were issuing me; they found AEROCARE.
  I used the machine and it seemed to help. In July 2021 the Philips machine was recalled due to cancer related problems. I promptly registered my machine and notified my doctor and AEROCARE. I told them I did not feel safe using the machine. I attempted to return the machine and was told that I couldn't return it because I had it and the insurance paid for it for over a year, thusly, it was mine right out.
  Since then I have been charged, varying amounts, in a sporadic fashion for renting the CPAP machine.
  SEPT 20-27.44
  DEC 27-13.75
  FEB 4-27.44
  FEB 21-86.00
  MAR 21-13.69
  APR 29-27.38
  AUG 15-54.61
  
  These charges were never authorized to be taken, yet I still received them at differing times, in differing amounts.
  I initially called AEROCARE on APRIL 28, 2022 to rectify the situation. I was advised that the situation had been rectified and I would not be charged again. Then, in August of this year, I see that they once again charged me, so I called again on August 15, 2022. I was given the same script along with being told that someone(s) made mistakes in handling my account; that they did not bill my insurance. They have refused to adjust or refund anything.
  I would like to reiterate that these charges were never authorized to applied.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/23) */
  we apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach out to the patient.

• Initial Complaint

  Date:08/16/2022

  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 ordered CPAP battery backup from Aerocare on August 6, 2022. Order #********** Received on August10, 2022. We hooked up battery as per instructions. Battery got so hot it left black marks on my end table. I woke up smelling smoke like smell through my hose. I called for refund. Aerocare advised me to call manufacturer; Portable Outlet.com. I did they wanted to send same battery. I didn't want afraid it would be the same and possibly blow up from heat. I wanted the refund. They said aerocare would have to refund. AeroCare advised they would not, they refuse to stand by what they sold.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patient.
  
  
  Consumer Response /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company agreed to return our money only because we filed a complaint with BBB. They had previously denied our request but when their corporate office received complaint from BBB then they called and agreed to return our money. I will not buy from them again.