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:03/30/2024
Type:Service or Repair 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.
A year ago, I went tp the ** with bronchitis and low o2. ** doc sent me home with a portable oxygen concentrator. The next day, Aerocare contacted me to replace the portable with a standard unit. I singed things on the guys phone, but I couldn't read the tiny print. I have ******** and supplemental coverage, so I gave no thought to the cost.I started getting demand notices from Major Medical, with no explanation or invoice. The domain sending the email was not listed in DNS, and searching the web for 'Major Medical' only reveals thousands of insurance companies selling major medical coverage, so I thought it a scam.After a few months, a third company (Adapthealth) contacted me by mail, and provided an invoice for rental charge for the oxygen concentrator. Called the company, explained and confirmed insurance info; they said they would bill ********.A month later, another bill, another phone call, assurances that they would bill insurance.This continued...My wife spoke with the district manager for Aerocare. He said I was covered by insurance, and he would take care of it.More bills and phone calls, promises, etc.I filed a complaint with the state ************************** who told me they don't have time or resources to deal with consumer complaints (!?!)Filed a complaint with Consumer ************************** who said that Aerocare/Adapthealth/Major Medical was not part of their reporting network.A local attorney at the *********** on Aging suggested that I could file a claim myself with ********. That lady at ******** said the charges should be covered. Filed; denied because Aerocare/Adapthealth/Major Medical has no known account with them.In the meantime, I returned the equipment out of frustration, and purchased a new concentrator.And the amount of the bill was referred for collection.Contacted *********************************** who suggested I file a complaint here.
Business Response
Date: 04/08/2024
Hello, the account will be reviewed and we will reach out to the patient.
Customer Answer
Date: 04/16/2024
I received this apology by mail, which seems to conclude my complaint.
Customer Answer
Date: 04/16/2024

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:03/27/2024
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.
My doctor prescribed a CPAP machine for me and sent a prescription to this company. Ever since, I have been getting the runaround with them even though they have been given all the information they needed and asked for. I have called them at least seven times already and they always tell me there is some problem. The person I am in contact with whose name is ***** does not seem to care if I ever get a CPAP machine. They know I have coverage with ******** and a supplemental insurance. So, even though they have been provided with a positive sleep apnea test and a prescription from my doctor for his CPAP machine , nothing is happening. All I want them to do is follow the doctors prescription orders and provide me with a CPAP machine.
Business Response
Date: 04/14/2024
We apologize for the inconvenience and have upper management reviewing this account. We will contact the patient once reviewed.
Initial Complaint
Date:03/19/2024
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 came to my home unannounced and without any prior arrangements to collect my CPAP machine due to not being used. I would expect a company to contact the user and ask what medical issues or supply issues a user is having before trying to take a medical device back unannounced. Thankfully my wife told them no and to contact me.
Business Response
Date: 03/22/2024
Greetings & Hello,

We acknowledge receipt of our mutual consumers complaint.We will have a thorough investigation regarding this matter and a Resolution Specialist will reach out directly to the consumer. We will keep the consumer informed of our findings and any necessary updates. Should you have any further questions or concerns in the interim, please do not hesitate to contact us directly.

Thank you for bringing this to our attention.

Sincerely,
Corporate Compliance team
Initial Complaint
Date:03/07/2024
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 received an email stating my order was being postponed until they confirmed my insurance would cover as you can see in the attachment. I then get the items and received a bill for the entire amount! I contacted them saying I couldn't afford this and they sent a *** driver out to pick up the items. Then the still charged my debit card $267.43. I called multiple times with no success. Each time I'd get in contact with an overseas call center where I was told on multiple occasions that a supervisor would call me. This never happened. I finally got in contact with them on the phone since they don't reply to emails-see attacent. I was told my items were opened and I wouldn't get a refund. My items were not opened! I told them I needed my money back and asked where are my items, are they keeping them? They said they'd return them to me but no refund. This is hands down the worst customer service I've ever experienced if my life. I feel like they contract with an overseas fraud center for their customer service. I was told I'd receive my $267 back and that's what I should get. I know 100% my items were not opened! The *** guy even helped package my unopened items into a box when he showed up to retrieve them and I have that on my Ring camera. I have never felt so robbed by a company in my life. This company needs an entirely new customer service. Please refund my $267.43. Thank you.
Initial Complaint
Date:03/01/2024
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.
Billing is a total mess. Double billing, the amount owed isn't changing . I've personally contacted the company myself over the same issue. It continues to be an ongoing issue.Been dealing with this over a year. Even though they say it's being addressed by corporate.
Business Response
Date: 03/14/2024
This account will be reviewed and we will reach out to the patient,
Initial Complaint
Date:02/18/2024
Type:Delivery 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 a bill from adapt health for "****** seat Attachment" date 11/29/2023 for $4.22. Invoice total $12.32.I don't owe anything for this. I paid in full for a ****** before I could leave the rehab hospital. This is a scam bill.
Business Response
Date: 02/26/2024
We apologize for the inconvenience and have upper management reviewing this account. We will contact the patient once completed.
Customer Answer
Date: 02/26/2024

Complaint: 21311475

I am rejecting this response because:
This bill is fraudulent.

Sincerely,

*********************
Business Response
Date: 03/20/2024
Per billing manager: $50 paid upfront was for the rollator upgrade fee; they received a basket & hand break. The balance of $12.32 is their cost share after ******** and United health care. Due to patient no being informed of upgrade costs, as a courtesy it has been adjusted off the patients account.
Customer Answer
Date: 03/20/2024

Complaint: 21311475

I am rejecting this response because:
Please refund the check that was sent. This response was not timely and a check was sent. Please send refund

Sincerely,

*********************
Business Response
Date: 03/22/2024
Per our billing manager, refund request was submitted for $12.32 to please allow 2-4 weeks for processing and to receive via mail to address currently on file
Initial Complaint
Date:01/23/2024
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.
On 01/13/2023 I was fitted and received equipment. On 01/13/23, I paid $101.60 for patient coins/deductible. Aero Care was supplied with my insurance information. Unfortunately, Adapt Healthcare made a clerical error upon filing my claim whereas they keyed the wrong member ID causing a no-coverage denial from BCBS. On 01/29/2023, my flex spending card was processed for $406.37. This payment was processed without notifying me in advance of a claim denial. On 02/15/23, upon learning of the processed payment, I contacted BCBS to verify if a claim was received for DOS 01/10/23, or if any upfront rejections occurred due to no coverage. There were no claims for DOS 01/10/23. BCBS called AdaptHealth confirmed a wrong ID. BCBS gave the correct member ID and confirmed eligibility. BCBS requested resubmission. I allowed time for claim processing. On 03/02/23, I called AdaptHealth, they said my claim had not been refiled. I requested a supervisor was disconnected. I called again and was disconnected. On 04/02/2023, I paid $16.83 for supplies. On 04/15/2023, I paid $16.83 for supplies. I explained when I received calls that I paid $406.37 on 01/29/23 and $101.60 on 01/13/23. I told them that until that claim issue was resolved. I would not make another payment. I received nearly three calls a week, sometimes twice a day. Each time I would explain the situation and AdaptHealth would explain that my claim was being refiled. On 06/04/23, after seeing no claims on file with BCBS for 01/10/23, I called Adapt Health and I requested a resubmission of my claim. On 06/09/23 I explained the need for my claim to be resubmitted. On 08/24/23, I contacted BCBS and filed a formal complaint under. On 09/19/2023, I received a letter from BCBS stating that a $230.19 refund was owed to me. I believe I am owed more. I have received numerous calls, nearly every day. I explain the situation and ask for a supervisor. On 01/17/24, I spoke with ******* and explained that I never received a refund.
Business Response
Date: 01/30/2024
We apologize for any inconvenience this may have caused. Upper management is reviewing this account, and we will be in contact with the patient once completed.
Customer Answer
Date: 01/30/2024

Complaint: 21184846

I am rejecting this response because: the situation has not yet been resolved. I would like more time for a resolution.

Sincerely,

*****************************
Business Response
Date: 02/14/2024
Thank you, we have sent this information to our billing managers to ensure the patient's account is corrected and she is refunded.
Customer Answer
Date: 02/20/2024

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:01/19/2024
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 have paid this bill in full in November. I have an email stating that this was p aid in full.yet Adapt Health continues to bill me and send harassing calls and texts. I want them to leave me alone and I will never do business with them again.
Business Response
Date: 01/30/2024
We apologize for any inconvenience and currently have upper management reviewing this account. We will contact the patient once completed.
Customer Answer
Date: 01/30/2024

Complaint: 21171850

I am rejecting this response because: I have heard this before from them. They are still calling and harassing me and threatening me with collections. Therefore obviously their joke of a company is still not going anything right.

Sincerely,

*************************
Business Response
Date: 02/14/2024
Per our billing department: The patient is using another supplier & is disputing the bill for the split billing of his supplies per insurance guidelines; balance on the account has been adjusted as a onetime courtesy and is currently at a zero balance.
Initial Complaint
Date:01/18/2024
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.
Overcharges and repeated billing.
Business Response
Date: 01/26/2024
We apologize for any inconvenience caused to the consumer. We have reached out to them and have resolved the complaint.
Customer Answer
Date: 01/26/2024

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:12/28/2023
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 was in *********** and was sent home with oxygen which the hospital set up with aero care. I have my ******** advantage insurance with Humana. I have lung cancer and am presently receiving immunotherapy. I met my out of pocket maximum months ago so I have no copays at all. As can be seen in the enclosed documents, aero care is attempting to charge me with a copay which the EOB's from Humana clearly show that I do not owe anything. I have contacted Aero Care multiple times to try and resolve this as has Humana. Aero Care is saying this is a "capitation" charge and not a copay. Their delivery ticket clearly shows it to be a copay. They are attempting to charge me $ ***** which I do not owe. I have enclosed copies of both month's EOB's from Humana as well as a copy of the delivery ticket from Aero Care.
Business Response
Date: 01/18/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer Answer
Date: 01/18/2024

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,

***************************
Customer Answer
Date: 01/18/2024
The bill has been adjusted as requested.

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