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Business Profile

Medical Equipment

AeroCare Holdings, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

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

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AeroCare Holdings, Inc. has 39 locations, listed below.

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    Customer Complaints Summary

    • 120 total complaints in the last 3 years.
    • 29 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:12/27/2024

      Type:Service or Repair 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.
      AeroCare, AdaptHealth, and LifeHME stole money from me. ACH authorization was revoked and there are 2 recorded phone calls in their call center that have us asking directly if ACH was revoked and taken off like we asked and we were told yes it was. They stole $219.86. While they refunded the money back to me, I have been calling them since October to have an issue with a shower chair corrected. Come to find out they never corrected it because they never did what they were supposed to. I'm filing this complaint because they are not a good business and whag they did was illegal.

      Business Response

      Date: 01/17/2025

      Thank you, we will work with billing and the patient and get this resolved. 

      Customer Answer

      Date: 01/17/2025

       
      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. If the matter indeed doesn't get resolved the way the company says, I will reach back out with another complaint. 

      Sincerely,

      ***** ****-Summer

    • Initial Complaint

      Date:12/06/2024

      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.
      A few moths ago for no reason, I received several invoices from ************ in a two week period claiming that I owed them for the rental of an oxygen concentrator. The amount of the last invoice was over $900.00. The problem is that I don't have any aerocare equipment in my possession. I contacted them and they said that they would open an inquiry into my account after which the erroneous billing stopped. Then in July of 2024, the invoices started again, billing me for the same equipment that I don't have all over again. I purchased my own oxygen concentrator 2 years ago so that I didn't have to deal with these people. And yet they still bill me when they picked up my equipment years ago. I of course will not pay for something I haven't received and need to get this resolved quickly because they've now sent some of the debt to collections. The problem is that contacting them does no good at all because they simply pull the same scam again.

      Business Response

      Date: 12/20/2024

      Thank you, we will work with the patient and billing to resolve. 

    • Initial Complaint

      Date:12/05/2024

      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.
      I obtained a CPAP in April of 2024 and after trying it for a few weeks, returned it in May of 2024.Since then, they have been charging me for this and other equipment that I do not use nor have I received. I have contacted them back on multiple instances and they have not only confirmed that I do not owe anything but that they owe me money. I even spoke to my insurance to call them and confirm. Yet, they are still trying to charge me for fake medical charges.

      Business Response

      Date: 12/13/2024

      Thank you, we will work with the patient and billing to get this resolved. 

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair 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.
      Being double charged by aerocare and adapt health.

      Business Response

      Date: 11/18/2024

      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. 

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair 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.
      Adapt Aerocare continues to call ************ (please redact this number) looking for ******* There is no **** at this number, and I do not know how to reach ****. I have asked multiple times for this number to be removed from their records, and yet calls continue to come in almost daily. Please stop calling this number.

      Business Response

      Date: 11/11/2024

      Thank you.We have received the complaint and will have this phone number removed from the account ****. Sorry for the inconvenience this has caused. 

      Business Response

      Date: 11/13/2024

      I tried to contact ****** to let her know the phone number has been removed from our patient's account however I had to leave her a voice message to let her know this was resolved on our end today and I apologized for any inconvenience this has caused. Thank you. 

    • Initial Complaint

      Date:10/30/2024

      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 unable to get a decent volume of sleep with my current mask. I received a prescription 10/03/2024 for a new mask style from my pulmonologist. I contacted Aerocare 10/15/2024, 10/23/2024, and 10/30/2024. They confirmed that they received the prescription but could offer no other information. On 10/15/2024 they told me to "wait 5 days." On 10/23/2024 they told me they marked it as "urgent." On 10/30/2024 they had no answer at all. I feel trapped now, paying for a machine I can't use simply because they do not care at all. I'd like to sever all ties with Aerocare so that I can use a different company.

      Business Response

      Date: 11/12/2024

      Thank you. We have received the complaint and will work with the patient to get this resolved.

      Business Response

      Date: 11/21/2024

      We have tried to contact the patient on several occasions and left voice messages for a call back however I have not heard back. I emailed the patient today with a letter stating this as well as we are closing the complaint on our end due to no response. Thank you. 

      Customer Answer

      Date: 11/25/2024

       
      Complaint: 22491965

      I am rejecting this response because:  the response has been multiple calls (including automated recordings regarding resupply orders.)  From the outset I stated I wished to no longer do business with Aerocare.  I then received an email stating they will continue business as usual unless I tell them want to stop doing business with them.

      That is clearly the outcome I desire, and responded to them as such.  If they follow through with that it will be a positive resolution.

      For the record, I call the local branch, wait through the entire menu, then the central office picks up and says, when the local office doesn't answer it rings through to them.  Then the local office calls and leaves a condescending voicemail "not to select any of the menu items, just let it ring."  I do, maybe answer the phone.

      Sincerely,

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

      Business Response

      Date: 11/26/2024

      Someone will be reaching out to the patient to get the return process started. Thank you. 

    • Initial Complaint

      Date:10/20/2024

      Type:Product 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 am writing to formally address the unresolved issue regarding the overcharge on my account, which remains outstanding despite multiple attempts to resolve it through various channels.Based on the Explanation of Benefits (EOBs), the amount owed by me through 7/31/2024 is $229.01. The paid invoices I have submitted through this same date total $589.01. After deducting the partial refund of $180.00 that AeroCare previously issued, there is still an amount of $180.00 that is owed to **** have provided all necessary documentation, including copies of invoices, EOBs, and a detailed spreadsheet demonstrating the overcharge. Despite this, the issue remains unresolved, and I continue to receive monthly bills even though I am owed money.I have been working with multiple people at AeroCare, including the manager of my local office, a billing supervisor, the region manager, and the general billing customer service department, but the problem persists. It is incredibly frustrating that, despite these efforts, I have yet to receive the full refund due to me, and no clear solution has been offered.Please issue the remaining $180.00 owed to me and ensure that no further billing occurs until this matter is fully resolved. I request an immediate response and resolution. If this is not resolved promptly, I will be forced to escalate this complaint further.

      Business Response

      Date: 11/06/2024

      The account will be reviewed, and we will reach out to the patient with a resolution shortly. 

      Customer Answer

      Date: 11/06/2024

       
      Complaint: 22447359

      I am rejecting this response because:

      The business did not offer a resolution. I have been made that exact promise by people at different levels. This includes the manager of my local office and a regional manager. Nobody has reached back out to me with a resolution despite me having provided all needed documentation about two months ago. We are only talking about a total of 7 payments. I will accept the resolution when I am made whole. 

      Sincerely,

      ****** *****

      Customer Answer

      Date: 11/18/2024

      The company has responded directly to me. They have agreed to issue a refund. Although I have not received the refund as of today, the company promised it is forthcoming. I am satisfied with that resolution. The complaint should not be marked unresolved.

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair 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 March of 2023, I purchased a C-Pap kit from ******* through Areocare. In September of 2023 I changed insurance due to a job change. I told ******** that this was occurring. Areocare never responded back except to call me just about every day to order new supplies. In February I finally call them to order some new supplies and talk to them about billing my insurance. From that point on they started billing me various amounts. Then they started bill me for my machine. I have called and asked for an explanation 4 times since April 2024. They keep telling me they will send me a complete history of my account, but have yet to do so. I have refused to pay them any more money until they send me the explanation or history of my account. I just want information about my account history. I am will to pay if and only if I owe the money.

      Business Response

      Date: 10/22/2024

      Thank you.We have received the complaint and will work with the patient to get this resolved

      Customer Answer

      Date: 10/22/2024

       
      Complaint: 22400014

      I am rejecting this response because:
      They never contacted me. I have finally worked with my insurance company and have paid what the insurance company is telling me is the payoff for my equipment and supplies. But this company still calls and me just about every day to purchase supplies even though I have told th we m to put me on their do not call list.
      Sincerely,

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

      Business Response

      Date: 10/30/2024

      Emailed patient concerning the resolution to his concern and refund was issued. The complaint has been resolved. Thank you

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair 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.
      Im reaching out because AdaptHealth, part of AeroCare Holdings ***** has been causing serious issues with my 95-year-old grandmother's medical care. Im her Power of Attorney (POA), and she has ******** and ********* Back in March 2024, AdaptHealth billed ******** for a Rollator ****** we never ordered or received. It was returned to them, and I have proof from ***** that it was signed for in *******, ***When I contacted AdaptHealth, they claimed to have reversed the charge, but ******** still shows it as an active claim and says a check was mailed. I have email confirmations from AdaptHealth and recorded calls, but nothing has been fixed on their end.This isn't the first time weve had problems with them. In 2018, when we lived in ************, they claimed they provided a ****** back then too, but we never received it. The only device my grandmother has ever had was donated by *********************** in 2008, and shes still using that *******, because ********s records show two separate ****** claimsone from 2018 and another from 2024they wont cover a new Rollator ****** for her. This is a critical issue. My grandmother is 95, has had both a hip and knee replacement, and has fallen multiple times. She is at serious risk of injury, and another fall could be fatal. She needs this equipment urgently.CMS is investigating, but theyve said the fraud investigation could take years. Im hoping the BBB can help push this forward and get the claim resolved quickly so my grandmother can get the medical equipment she desperately needs. Im also pursuing fraud complaints through other agencies, but I really hope the BBB can help expedite this process. Thank you for your attention to this serious matter.I will send all documentation once I speak with someone please to understand what you would need exactly. Thank you again,***** ******* on behalf of ******** *********** ************

      Business Response

      Date: 10/24/2024

      Thank you. We have received the complaint and will work with the patient to get this resolved.

    • Initial Complaint

      Date:09/21/2024

      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.
      This company continues to bill for services not rendered. My cpap machine had been paid in full but they continue to bill me.This is what I sent to the company:Sent to Aerocare 8-23-2024 9:15 PM in response to balance due of $82.95 Last payment due march 23rd 2024, per 3-4-2024 11:45 am call to billing.Account paid in full from last invoice machine not used any longer.I have no idea why your trying to continue to bill for no services rendered.Sent 9-21-2024:I was told my last payment due for machine purchase was due on 3-23-2024 and was paid. This information was given to me on a call to your agent on 3-4-2024 at 11:45 am est. I removed my method of payment on 4-9-2024 due to past erroneous charges from this company.According to my insurance this information is correct. If you disagree send complete statement from original agreement showing charges and payments from myself and insurance company to the address on file so I can review.Then I received this invoice with a totally different amount.Hello,You are receiving this email because your invoice(s) with AeroCare of ************* is Past Due.This is a friendly reminder that the balance shown is now past due. Any insurance coverage that you have provided to us has been applied and the balance due is your responsibility. If there is a concern with the charges, please call us so we can assist you.If payment is not received within 15 days, a service charge will be added to your bill.If payment has already been made, please disregard this notice. Thank you for allowing us to be of service to you.Invoice # ********* $60.33 Thanks for any help.

      Business Response

      Date: 10/02/2024

      Thank you. We have received the complaint and will work with the patient to get this resolved.

      Customer Answer

      Date: 10/03/2024

       
      Complaint: 22319731

      I am rejecting this response because:

      Consumer
      Most Recent Message
      Date Sent: 10/2/2024 6:16:03 PM

      this is all they sent me

      MESSAGE FROM BUSINESS:

      Thank you. We have received the complaint and will work with the patient to get this resolved.

      I have asked them to use email to contact me.

      Not sure how to answer in your portal because it has 2 options, accept and close out or send other info?



      Sincerely,

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

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

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