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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  AeroCare Holdings, Inc.

  3325 Bartlett Blvd Orlando, FL 32811-6428

• 

  AeroCare Holdings, Inc.

  181 Rosman Hwy Unit A Brevard, NC 28712-4119

• 

  AeroCare

  36 Rosscraggon Rd Ste C Asheville, NC 28803-8201

• 

  AeroCare

  3600 S Congress Ave STE D Boynton Beach, FL 33426-8488

• 

  AeroCare Holdings, Inc.

  2013 2nd St Richlands, VA 24641-2305

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:08/29/2023

  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.

  On 8/28/23 at 1:48PM this company charged my credit care $218.66 without my consent. I have asked them reputedly to turn off auto pay to which they ignore. I do not have the funds to cover this charge and will dispute the charge. Additionally, they keep charging me for supplies, yet I have not ever received anything from them. They just keep billing my insurance and then billing me for stuff I am not getting. This has to be some kind of fraud.

  Business Response

  Date: 10/10/2023

  We apologize for any inconvenience caused to the consumer.  We will be processing a refund for the amount taken in error and will have it added to his payment plan.  

  Business Response

  Date: 10/20/2023

  We do apologize.  The refund receipt was emailed to the email we have on file for the consumer on October 11, 2023.  Autopay was turned off for large balances, but the patient is set-up on a payment plan of $50 on the 6th of each month which is deducted by his cc on file.  

  Customer Answer

  Date: 10/24/2023

  
  
  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:08/22/2023

  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 haven't been billed in over a year. When I had originally bought my CPAP machine, it was to be under a rent-to-own arrangement, if memory serves, for 11 months, at which point it was to be mine in full. I had insurance at the time, and was under the impression that there was a balance of somewhere around $200 left remaining at the point in which I had no longer had insurance, so basically 1 - 2 months remaining. When I spoke to my assigned staff person, who was very nice and helpful throughout the process, she told me that sometimes the company will just write off that remaining balance if it is small. I never received an invoice for over a year! And then I got an invoice for 3 months randomly and so I called the company because it was going to autopay on me without my consent, and I could not turn autopay off! I called the company and was told that my situation was under review and that I was to be contacted after a decision was made. Noone contacted me. I was billed. I actually was going to let it go, because I thought, you know what...maybe I did owe that balance. Now they are billing me for a rental again. Help! This is awful and I feel trapped and stolen from with no end in sight.

  Business Response

  Date: 08/22/2023

  Greetings & Hello.
  
  We would like to thank you for bringing this matter to
  our attention. A team member has been assigned to investigate this matter on
  your behalf of the consumer and will be in contact with them directly with our
  team members findings.
  
  Thank you,
  Corporate Compliance Department

  Customer Answer

  Date: 08/31/2023

  
  
  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.
  I was called by a representative who went over how we got here. She did change out the final draw amount and confirmed that it would not be billed again in the future. Thank you for anyone who assisted me with this process; it is appreciated.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/16/2023

  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've been attempting to dispute a charge for a mask I returned, but all I get is the runaround.
  
  They promised to suspend my bill for 90 days while it was being reviewed, but instead, I received a brand-new bill with a late fee added on for good measure.
  
  I'm currently receiving harassing phone calls regarding an unpaid debt.
  
  Emails I sent disputing the charges got no response.
  
  When I call, I'm lied to.
  
  
  
  
  --Account number: ******* *-Total Past Due: 126.23
  --Date of last transaction: 8-14-2023
  --Date of service : 05-24-2023--
  Return tracking number: ******************* *** 06/30/2023--

  Business Response

  Date: 08/22/2023

  Good afternoon, 

  We spoke with the patient on 8/14/23 we advised we have to wait for the warehouse to confirm receipt of mask and headgear being returned. We asked that the patient reach out in a few days. We will let him know once we have receipt of the returned equipment to remove from invoice. 

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was contacted yesterday (8-22-23), and I was told that the bill had been dropped.
  
  
  
  Sincerely,
  
  
  
  **** *****

  
  

  Business Response

  Date: 09/07/2023

  We called the patient on 8/22/23 left voicemail advising the account has been adjusted, there is a $000 balance. The patient does not owe anything, this case has been closed. A letter has also been sent out to the patient. 

• Initial Complaint

  Date:08/14/2023

  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.

  There's been ongoing problems since I rec'd my CPAP in 12/2022, all dealing with their billing/customer service dept. First they were making unauthorized charges on my credit card - I've since forced them to take me off "auto-pay". Sometimes I'd receive invoices, sometimes not.
  
  I was told they'd file insurance for my machine but up until 7/1/2023, they had not! So, I may not have even had to pay the amount they collected up front, or the monthly amt., because they never filed insurance! I would see unauthorized charges on my card and nobody would tell me what they were for. I had to do my own research. On 7/14, I spoke w/ STEVE who said he'd call me w/in a week with answers to whether or not they've filed and what the cost of the machine is. He couldn't give me a price because he said it depended what company I have. Hmmmm. After a week, I called and spoke with SAM. He said the same thing, almost word for word, that he'd do a report and someone would call with an update. When I tried to ask another question, he started reciting his "conversation conclusion". Even though I told him I had a couple more questions, he finished his speach and hung up! When I caledl back I got "Clare". You can never get to the same person and I don't think they take notes because you have to go over everything again and agin. Although I requested a SUPERVISOR REPEATEDLY, she refused! She would not give me their name or even an extension! If I didn't know better I'd think I was talking to robots. They recite the same things, almost verbatim. I told her that I would be reporting her and suddenly my insurance complany was flooded with claims!!!! However, they've made one heck of a mess. They billed multiple times for dates! Now, my ins. has req'd they "submit purchase price" for my machine. They've yet to do that!
  
  Very unorganized! Next step is to notify my provider of these problems.
  
  Feel they're trying to take advantage of me.

  Business Response

  Date: 08/15/2023

  
  The Corporate Compliance Department will contact the patient and get the issue resolved.
  
  
  

  Business Response

  Date: 09/13/2023

  We will attempted to reach the patient again. 

  Customer Answer

  Date: 09/24/2023

  I've recently received the money I overpaid......finally!. Therefore, I'm satisfied.

• Initial Complaint

  Date:08/14/2023

  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.

  Apparently I have a $332.44 balance with Adapt/AeroCare and that my deductible had not been met yet. I did not open the box until after the 30 day return policy (which I was not aware of) only to discover several more "masks" that I NEVER ordered which resulted in a very high bill. Over the last several weeks I have spoken with agents at their company in which the last one was on July 24, 2023, who told me to just return the items that I had not ordered and that they would take this off of my statement. I did this on July 25, 2023, through the *** store and do have the receipt. I received a call today August 10, 2023, from Keisha stating that they cannot give me a credit for the supplies received because it was over thirty days. WE ALREADY DISCUSSED THIS ON MORE THAN ONE OCCASION AND I WAS TOLD IT WAS OK AND THEY WOULD TAKE CARE OF IT AND I WOULD HAVE THE STATEMENT CLEARED. I returned the call to explain this and could not get Keisha on the phone and whoever I was speaking with said for me to call them back and that this was over thirty days and she had to confirm with supplies that they even received it. PLEASE help me clear this matter and have a great deduction on my statement as I sent back at least around $200 worth of supplies.

  Business Response

  Date: 08/15/2023

  The Corporate Compliance Department will contact the patient and get the issue resolved.

• Initial Complaint

  Date:06/29/2023

  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.

  Got my CPAP through Aerocare late last year and paid hundreds of dollars for it up front and gave them my card info so they could charge it for any additional supplies needed. Got supplies one time and paid for them. Kept getting multiple monthly auto payments against my card. Called them and asked why this would be and they assured me it was left over payments needed and they would be stopping. STILL getting auto payments on my card over a month later. Called them again and they assured me the other person was wrong and auto payments are actually done now. Cannot trust this company. No transparency and I think they are bleeding me with payments with no accountability.

  Business Response

  Date: 07/10/2023

  Good afternoon

   

  We will have the account reviewed and once reviewed we will reach out to the patient. 

• Initial Complaint

  Date:05/04/2023

  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 took my machine to Winston Salem store 3/10 for repair called 6 time 1st part of April finally got call back was told some machines where back and they would check them and call me back,now 5/3 no word from anyone,VERY poor customer service

  Business Response

  Date: 05/15/2023

  We apologize for any inconvenience caused to the consumer.  I have reached out to the location to find out what has happened to his machine and asked that they call him back.  I will also reach out to the patient to give him my direct contact information.

  Customer Answer

  Date: 05/16/2023

  
  
  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:05/02/2023

  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 have ordered cpap supplies for over 15 years. In February I ordered supplies. When I received my supplies the full face mask had a leak. I called Aerocare and they sent me a replacement. They billed my insurance company for $40.60 for a replacement interface mask in March. The negotiated rate was $29. My insurance company didn't pay and the $29 went to my deductible. I called Aerocare and talked to 4 different people regarding why they were billing for replacing the mask that leaked. I never received credit for the original mask that leaked. Now they billed the same amount in April. I'm thinking that they never billed me again for the original mask but I think they are billing me every month for a replacement interface mask that I didn't order and never received. I've contacted *****, my insurer, as well and told them not to process any claims from Aerocare.

  Business Response

  Date: 05/05/2023

  Good afternoon, 

  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:04/17/2023

  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.

  In November of 2022 I received a CPAP machine from Aerocare (was prescribed Resmed 11 but was given a 10-they refused to correct it even after doctor rewrote prescription and called their office.) I was told I reached deductible and would only owe 12 dollars. I was subsequently charged well over that amount. Charges started being deducted from my bank account which ended up totaling 161 and change. I called billing and set up payment plan to pay the remaining amount for the CPAP as billing was never consistent. In the interim I continued being called and asked to pay while money was being taken from my account for different amounts.I finally had enough, called, billing ( no resolution or call backs). I ended up going by the office cancelling the contract, returning the CPAP, and signed AMA paperwork, and paid the 161 balance ( I have a receipt). I Believed it was all said and done due to confirming it with staff and my receipt . The next month Aerocare took 100 out from my bank account FOR A CLOSED AND PAID AEROCARE ACCOUNT. I again called billing who said they had no record of the payment but would research and get back to me, they did not.. I called the office who said the same thing and they never called me back. I ended up filing a complaint on their website. Again no response. I didn’t trust them to stop the fraudulent actions so I had to handle it on the banking end of it which cost more money. This was in February and March. Now it is to April and I just got a notification saying they attempted to take 100 and would attempt again in 10 days, These are fraudulent business practices and it needs to stop. I’m assuming the next step on their end is collections by the complainants I’ve read here. I am filing this complaint to hopefully thwart any more attempts to take anymore of my money that doesn’t belong to them.

  Business Response

  Date: 05/08/2023

  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:04/11/2023

  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 received a bill for approx 15.oo I called to get more information they gave me the date of service . I then went to check my EOb from insurance company there wad nothing to match it. I called back a man named Gregg Said it had been paid. Then I start getting bills again. I requested a supervisor to call back to review the call over a month ago. I have also called the corporate office and left messages.

  Business Response

  Date: 04/14/2023

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and have the patient contacted. 

  Customer Answer

  Date: 04/21/2023

  Matter resolved