Business Profile

Medical Equipment

AeroCare Holdings, Inc.

Headquarters

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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:12/21/2023
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 stopped using Aerocare in 2021 because I noticed that I could never finish paying a bill even after I paid the bill!!! So they would charge for CPAP supplies, I'd pay it, then I'd get another bill later during the year for it. This happened after the company I used got bought over by Aerocare. I then stopped using them in 2021, and I kid you not, I paid several bills in 2021, 2022, and ultimately 2023 (august), even though I had stopped using them. I got an email August this year, and they sent a bill for *****, as a final bill. I called them, frustrated, and complained, and a lady told me that was my final bill, and they would close my accout. I paid the accout off, and she told me she closed the account successfully. I got several calls from August till now, asking for me to replenish my supplies, and I told them everytime that my account should have been closed, and I use a different company. I just got a random bill from them for $***** about a bill in 2021!!!! I paid everything I was sent in 2021!!! Crazy part is, BCBSIL sends me an email with detials everytime they get charged also, so I know I paid everything. At this point I would love to get my account closed, all the way closed, and this random ***** removed. This company is very fraudulent, and deserves to be shut down based on their practices.
Business Response
Date: 01/03/2024
We apologize for the inconvenience caused to the consumer. The open balance that was billed to the consumer in error has been adjusted to $0. We will reach out to him to discuss his issues listed in his complaint.
Customer Answer
Date: 01/03/2024

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. I will await their call indicating they have zeroed out the balance. Thank you so much for helping me out!!

Sincerely,

***********************
Initial Complaint
Date:12/20/2023
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.
Adapthealth/Aerocare supplied me with a cpap machine in October 2022. I had loads of problems with this company. They continuously sent supplies I didn't order, nor need. Sometimes they sent supplies that didn't work on my machine. Everytime this happened they billed me for the co-pay. Then, even though ********** paid them regularly for use of the machine, they sent me a bill for $800, claiming that they couldn't get a reading off the machine and that I wasn't using the machine. This is a lie because when I went to my doctor, she had the reading from the machine and the only place she could get it was from Aerocare. Sometime in June 2023 I received a call from Aerocare trying to collect. While having the agent on the line I called **********. In this conversation I told the Aerocare agent that I wanted to return the machine. With the ********** agent in the line the Aerocare agent told me that if I returned the machine "the bill would go away." I asked the Aerocare agent for an address to return the machine. She told me that someone would come to my house to pick up the machine. On, or around, July 1 a gentleman came to my house and picked up the cpap machine and all the supplies I had for it. I also gave him all the erroneous supplies they sent me that didn't work on my machine. I asked the man for a receipt, but he claimed he had no receipt book or anything to give me. I didn't have a choice but to let him take it. Since then I get a call every day from Aerocare trying to collect the $800. Dozens of times I told them on the phone that I had returned the machine and was told, with a ********** agent on the line, that the bill would "go away." To no avail. Plus, they put me in a collection agency and continue to call everyday. I reported them to the ********** Fraud line, but they still call. Is there anything you can do? They've ruined my credit and continue this harassment. Thank you for your time.*********************** *******, **
Business Response
Date: 01/03/2024
Good Afternoon Mr. ******,
We sincerely apologize for the issues you've experienced with your CPAP machine and the service from our organization.
We understand your frustration and want to assure you that your concerns are being taken very seriously.
Our team is currently investigating this matter, including the miscommunication regarding the billing and the machine's return.
We are committed to resolving this issue promptly and ensuring such an inconvenience does not recur in the future.
Thank you for bringing this to our attention, and please accept our sincerest apologies for any frustration we may have caused.
We will update you as soon as we have more information.
Sincerely,
**** De La ****
Resolutions Specialist, Corporate Compliance,AdaptHealth
E: *********************
P: ************
adapthealth.com

Click here to view the AdaptHealth family of companies, adapthealth.com/familyofcompanies

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Initial Complaint
Date:12/14/2023
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.
In December 2021 I went and picked up a oxygen concentrator for my husband from AeroCare Durango. When I picked up the machine the person there told me I could rent or buy the machine. I gave my credit card to her and would go ahead and buy it. I never heard anything else until I got a bill from AeroCare in May 2022 for rental on the machine. I hadn't used the machine since January 2022 and explained that I thought I'd bought the machine. The person from AeroCare said they would look into it. After two more months of billing me and my insurance they told me they only rent equipment not sell it. I returned the machine in July 2022. My insurance and I are still getting billed and my insurance has been paying every month on a machine I don't have. I have written seval letters to AeroCare my insurance and the collection agency that AeroCare turned me over to. My insurance reach out to AeroCare to see infact the machine was returned. AeroCare stated there was no ticket confirming the machine was returned. Because one of there employees didn't do there job, my Insurance and I are still getting billed on a machine I don't have. This to me is insurance fraud and harassment. There word against mine. I would like to know what can be done about this matter.
Business Response
Date: 12/26/2023
I have looked this patient up by the name and address that information provided. The patient has requested we not contact her. I am not able to find any patient with this name. Does the patient go by another name or is this person writing this on behalf of someone else?
Customer Answer
Date: 12/26/2023
I am writing this complaint on behalf on my husband *********************.
Customer Answer
Date: 01/07/2024
When I reviewed the information I sent I typed my husband's name wrong. In should be: *********************. Please send this info to AeroCare
Thx, **********************;
Initial Complaint
Date:12/06/2023
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.
I received a bill from AdaptHealth for $360 for August, but I didn&#**;t have a product. I turned in the equipment in June. Someone on H3834313138**343536H&#**;s end forgot to sign paperwork that I no longer had the medical device. this issue was resolved. However, they are still charging $75 for *** although I&#**;ve already made a payment. I&#**;ve sent banking statements to three different people to prove this. They didn&#**;t follow up with me after I sent the statements. They are also inconsistent with their billing practices, which is confusing. When I&#**;ve called there is always a different story. Sometimes they bill me a month ahead other times they bill me a month behind. I believe there is a mix up with AdaptHealth and H3834313138**343536H communicating about my payments.
Business Response
Date: 12/11/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Initial Complaint
Date:12/06/2023
Type:Product Issues
Status:
UnresolvedMore 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.
Have tried for MONTHS to dispute this DOUBLE charge and OVERPAYMENT of a $******, for service date 06/28/2023. Aerocare never replied to my emails providing evidence of payment and this total lack of professionalism is appalling.Account# ******* Invoice # ********* ON DOUBLE CHARGE so the amount was paid to insurance provider Cigna thru Instamed on 7/6/23, but the same amount was automatically withdrawn from my credit card 7/20/23, Aerocare maintains they only ever received the payment once, while Instamed can provide proof of its payment to Aerocare via virtual card and proof of Aerocare cashing it, been on a three-way call yesterday to verify, Aerocare billing operator gave me name Faith and case number #******** and said she will send me an email on the whole conversation but never did send the email. Everytime I call they need to hear the whole story again, why isn't some kind of a log kept? and the way the talk sounds like I'm the one being unreasonable?I need to receive this refund of $****** in full first.ON OVERPAYMENT So once the double charge is resolved, there needs to be another refund due to an overpayment of $****** on this same invoice I need to be refunded ****** + ****** = ****** in total.I demand a phone call/email back regarding this matter.
Business Response
Date: 12/11/2023
Greetings and hello,

We extend our appreciation for bringing the matter to our attention. Your concerns are of utmost importance to us.
Please be advised that a dedicated team member has been assigned to conduct a thorough investigation on behalf of the consumer.
Our team member will be in direct contact with the consumer to share our findings promptly.

Thank you for your patience and cooperation as we work to address this matter thoroughly.

Best Regards,
Corporate Compliance Department
Customer Answer
Date: 12/14/2023

Complaint: 20966148

I am rejecting this response because:

Consumer
Most Recent Message
Date Sent: 12/11/2023 2:09:51 PM
Getting repeated calls from this provider not about solution to the matter but about more bills that I've already paid via insurance but they claim not have received, and later operators are again not aware of previous conversations. I expect a geniune effort to solve this double billing issue, give refund, and let me close off the account with this company.

Sincerely,

*************
Customer Answer
Date: 12/15/2023
As attached, I received email from provider promising follow up phone call email but all I'm getting is billing **** calling every day asking for MORE payments which I had already PAID (proof of payment attached)
I just demand a prompt refund and no more harrassment billing calls from this provider, their ****s are not in sync, operators seem unaware of previous communications and only mechanically call and demand payment, systematic failure of acknowledging payments from Cigna/Instamed. They don't seem to ever respond to emails, failure to deliver call backs and emails despite promises on the phone.
Customer Answer
Date: 12/15/2023
This is Instamed's email confirming the event of the 3 way phone call with me and Aerocare.
Also I have emails back in August 2023 trying to solve this issue with these operators:

****************************
*********************************
Never once a follow up / returned email, calls back to follow up again and the later operators have NO IDEA

Plus many phone calls since August, now its December and still nothing's happening?
This business needs to respond
Initial Complaint
Date:11/14/2023
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.
I've been attempting to dispute a charge for a mask I did not receive, but all I get is the runaround. I'm currently receiving harassing phone calls regarding an unpaid debt. Emails I sent disputing the charges got no response.

First billing statement with incorrect charge was August 20th, 2023.
Since this date, I have spoken to several agents, but none have removed the extra charge. I have repeatedly explained I never received the mask they are billing for. I received an order in July, paid for those supplies, but it did not contain the mask in question. The $101.00 charge is fraudulent and needs to be deleted. The emails, text, and calls are bordering on harassment.
Business Response
Date: 11/21/2023
Thank
you. We have received the complaint and will work with the patient to get this
resolved.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because: my desire is no further contact with this company, and no further charges to my account.
The fraudulent charge was removed from my account when I filed this report. They made it clear to me they are rude and unethical.

Regards,

Kim Reynolds
Initial Complaint
Date:10/23/2023
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.
I ordered CPAP supplies through AeroCare/Adapthealth in July 2023. My medicare and private insurance were billed. Somehow ****** **** ******* (local) account was accessed and my credit card that was previously used for transaction was set up on Autopay and $98.37 was charged to my ******** ******* on Aug 12, 2023. I have followed up with Aerocare/Adapthealth weekly trying to recoup the monies because my private insurance (******* ******* ****** ****) paid by Check/EFT #******* on 29 Aug 202. I have been told various stories about resubmittals, investigating, etc weekly since September with no resolution from Adapthealth/Aerocare even speaking with a supervisor. I would like my credit card refunded.
Business Response
Date: 10/24/2023
Thank
you. We have received the complaint and will work with the patient to get this
resolved.
Business Response
Date: 10/30/2023
We show that this issue was resolved.
Customer Answer
Date: 10/31/2023

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:10/05/2023
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 card on file continues to be charged after repeated attempts to obtain a complete account review of the transactions that have been overcharged. I am repeatedly told I will be sent the information and no response. I am repeatedly told different stories each time I call and told I will receive a return phone call and no response. The card on file is STILL being charged for services and products that are NOT being received. I would like tracking information on all products delivered to my home and a FULL account review from the start in 2022. I can pull the credit card statements so I have what has been paid and it is well over the amount agreed to. I am over being taken advantage of and want my card on file to be removed ASAP as I will be disputing those charges with the bank. I am not the only victim with this provider as by the complaints I read, there are so many more. The account review I did receive shows I have only paid $619.42 but this is inaccurate and only runs through December 2022. Inconsistent charges are still occurring as late as this morning and needs to stop.
Business Response
Date: 10/24/2023
Thank
you. We have received the complaint and will work with the patient to get this
resolved.
Initial Complaint
Date:10/02/2023
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.
I received a text message from Aerocare/******* **** ******* on 09/21/2023 stating that I was going to be charged $84.44 on 09/24/2023. I was surprised at this billing. I called the local office ************** on 09/21/2023 to find out where the charge was coming from as I had made a payment of $97.00 on 08/16/2023 for supplies ordered on 07/20/2023. I paid this based on a text message received from the company (they did not email nor mail a billing statement). I explained to the local office that when payment for $97.00 was requested, I assumed that was all I owed. The local office checked and stated there appears to be an order for 08/20/2023, however, only one package was shipped. I was told by the local office there may be a mistake but because I ordered online, I would need to call the billing office and was provided with the number. I called on 09/22/2023 or 09/23/2023 to follow up. They would not speak to me as the spouse, so I had my husband (***** ********), whose account this actually is, to call and give them permission to speak with me. I could not get an explanation from Mark, who has no ID number per him, about the bill. He did remove the autopay, but when asked anything else, responded, "yeah, yeah, sure, sure." My husband made contact on 09/26/2023 with someone to request a billing statement. One was provided by a Jerimie S****** with ***** ******* Upon review of the statement I noted I was being charged for services dated 08/20/2023, which I did not incur. I sent an email back to S******, who has not responded. I finally opened an online account, and the only statement for the past 6 months is for services provided on 07/20/2023, I did not incur services on 08/20/2023 and I need them to correct the error. Account #* ******* Patient Name: ***** ********
Business Response
Date: 10/20/2023
Thank
you. We have received the complaint and will work with the patient to get this
resolved.
Initial Complaint
Date:09/12/2023
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.
I have been working with AeroCare Grand Junction Colorado for several months trying to obtain a replacement CPAP (Constant Positive Airway Pressure) machine, as prescribed by my primary care physician. Each time I contact their office, AeroCare tells me one of the following, they don't have my insurance information, or are waiting for information from my physician, or are waiting for clarification or information from my health insurance provider(s). Many times after these interactions I have contacted my physician to relate that AeroCare is awaiting my physician's response, and I have been told that my physician has promptly responded to every information request from AeroCare.

On 8/4/23 I received a telephone call from Jeanna of the Pueblo Colorado AeroCare office informing me that a replacement CPAP machine would be ordered, they had all the information needed, nothing further was required from me that would prevent the order from being fulfilled.

On 9/6/23 I received a phone call from Jeanna of the Pueblo AeroCare office to inform me that they needed my physician's clarification on the settings for the CPAP machine, and they needed still more information from my insurance provider(s).

This morning 9/11/2023 I called the telephone number provided by Jeanna 719-544-9984 to get an update on the progress of me getting a replacement CPAP machine. No one answered and I was redirected to leave a voice message, which I did leaving my name and telephone number.

I respectfully request Better Business Bureau assist with this matter in any way possible.

Sincerely,

****** *******
Business Response
Date: 09/18/2023
Good afternoon,

We will review the account and have management reach out to you once we can get the sleep therapy machine sent out.
Customer Answer
Date: 09/19/2023

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.