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.

  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:03/28/2023

  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.

  My FSA card was charged 124.84 in 2023 for charged incurred in 2022. This was done without my permission. This was strictly told to them they could not do. This is a tax issue due to using 2023 funds to pay 2022 expenses. I want these funds put back onto my FSA card.

  Business Response

  Date: 04/06/2023

  We will contact the patient to assist with a resolution. Thank you.

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not received any communication from this company other than an attempt to collect a past due balance, which I will pay once this is resolved.

   

  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/28/2023

  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 was not billed for C-Pap supplies for my first year. I was given a machine (Luna of some sort) that my doctor did not prescribe me (he wanted me to have Resmed). I sent the Luna back a year ago and got the Resmed. They have sent Luna supplies incorrectly. I have reached out to them and they stated they would send, but never did. The last few months, I have been billed hundreds of dollars. The most recent bill is for the Luna I sent back a year ago.

  Business Response

  Date: 04/05/2023

  Thank you for contacting us regarding this concern. We will reach out to the patient to assist with a resolution.

• Initial Complaint

  Date:03/22/2023

  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.

  My MD sent an order to AeroCare for a CPAP machine and equipment on 09/15/2022. AeroCare contacted me to obtain information to send out my equipment. Being in the healthcare field I asked to make sure my insurance was going to cover my CPAP machine and equipment, Gabby, the Representative informed me they wouldnt have have had her call to send out my equipment if my insurance wasnt paying for it. On 11/15/2022 I received an invoice in the mail for the amount off $686.10. I contacted my prescribing MD and was told they would contact AeroCare to find out why. After a couple weeks my MD stated he has attempted to contact a manager at AeroCare and has left messages with no reply. I then contacted AeroCare and after being transferred a few times, I spoke witih Jesse on 01/23/23 at 10:24am and was told after researching my case, he stated he has not documentation that they received authorization from my insurance co.. He stated he would put in an investigation request and someone would get back with me. I then contacted my SMH benefits representative and spoke with Monica and was told AeroCare never called for insurance authorization and our insurance does not cover their services. I contacted my MD again and was told he has 4 other SMH employees that were in the same situation. I was then instructed to return all my equipment to AeroCare, which I did on 01/25/23. Since then I have had repeated phone calls from Buffalo Wheelchair , their billing office threatening to take me to collections. I have sent a letter to AeroCare Corp. on 03/06/23 with no response. I am quite angry and frustrated to say the least. So therefore AeroCare traps patients into believing they recieved insurance varification and then sends them a bill for their services?
  I do not know what more to do.
  Sincerely
  ******** ********

  Business Response

  Date: 03/27/2023

  Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
  Thank you,
  Corporate Compliance department

  Customer Answer

  Date: 03/30/2023

  
  
  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:03/22/2023

  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 made multiple calls to Freedom Respiratory referencing a bill I have been receiving for a 'seriously past due' balance of $55.63
  I am (and have been on auto-pay) when I started receiving calls and texts regarding this outstanding balance. (not sure how this is possible with auto-pay).
  (Im also getting text reminders to sign up for auto pay)
  When I check my online account it shows all bills have
  been paid.
  My First Call to Freedom Respiratory was in late December. I had to contact them because they sent the wrong supplies for my CPAP machine. (I received oxygen tubing and a water chamber for the previous model machine (not the one they provided me with). The representative was very helpful and advised he would correct it on his end and send out the proper supplies.
  In Late February the calls and text messages started.
  I made contact with the company when this began and the representative on the phone reviewed my account and said I could disregard the calls and messages.
  The calls and messages continued so on March 6 I once again reached out to the company. The representative on the phone asked me to screenshot my payments (which I did from my freedom respiratory account). She said she would call me if she had any issues.
  I never heard from her. On March 13 I received a call from another representative referencing the outstanding balance. I said I had already made contact with the company and was waiting to hear back.
  Having heard nothing, I opened another bill from Freedom Respiratory Dated March 13. I called once again. This time the representative said it was a bill for the INCORRECT EQUIPMENT they had sent. (As the amount was applied to the new equipment). I asked to speak to a supervisor to dispute the claim but the employee advised they were currently too busy to field the call. I simply ask that this amount be removed from my bill and that the harassing calls and texts stop.

  Business Response

  Date: 03/27/2023

  Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
  Thank you,
  Corporate Compliance department

• Initial Complaint

  Date:03/15/2023

  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.

  I purchased CPAP supplies through this company in January. I had not realized my insurance deductible had reset and could not afford the $227.95 for the supplies. I called, and they said I could return the supplies since I had not opened them and I would be refunded in full. The hope was that they would get the supplies and refund me before the bill came out of my account, but the bill came out of my account on 2/13/2023. They set up for *** to come pickup the supplies. *** picked up the supplies on 1/27/2023 and the supplies were delivered back to the company on 1/31/2023. I called every week to check on my refund and was told every time that it would be ready the following week. Finally, I asked to speak to a manager. The manager yelled at me, made me feel stupid, and told me I would not be getting a refund. They said that since I was in possession of and actively using a cpap machine when I purchased the supplies, I was not able to get a refund. They then told me to leave a voicemail for the refund worker and they would call me back. They have yet to call me back. There is nothing on their website that says they will not give refunds if you are in possession of or actively using a cpap machine. I am now down $227 dollars for supplies I no longer even own.

  Business Response

  Date: 03/21/2023

  We apologize for any inconvenience and are working with management to review this account. Thank you for your patience.

  Business Response

  Date: 04/13/2023

  Per our billing department - refund was issued to CC and patient notified on 3.22.23

• Initial Complaint

  Date:03/06/2023

  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.

  12/28/2021 purchased Luna2 CPAP machine because my ******** was recalled. I used it twice and it didn’t work properly so I called and requested a different machine. I was told someone would call me back but I have never received a call back. I kept calling and all they cared about was taking my money for a broken machine!! I stopped the auto withdrawal and now they harass me three to four times a day with calls for my money but not supplying me with a different machine! I have called and called but no answer?

  Business Response

  Date: 03/14/2023

  Good afternoon, 

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

   

• Initial Complaint

  Date:03/06/2023

  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.

  This bill is for my husband ******** ****. We received a bill form this supplier on 1/31/23, I paid it on 2/1. The total is $141.26. We got a call on 2/28 stating we owe money, my husband doesn't know what is going on so he paid the amount of $33.24. I found out and call back and ask for clarification. The person on the phone kept saying it's for the supplies for Feb, but we did not receive any additional medical supplies, and we didn't get an invoice or bill either. When I asked to speak to a supervisor, they kept putting me on hold and avoid to connect me to a supervisor. I asked for an itemized receipt, it does not tell me anything. on the paperwork it's stating date of service is 2/05/23, its a sunday, we never had any appointment with anyone or ordered anything on 2/05/23. And now they said we have an installment payment, we never requested installment payment, and we certainly dont even know what we are paying about. The patient portal only shows one bill, it doesn't show anything else. When I demand an explanation, the person just kept saying it's for medication supplies, but it's not!! So I refuse to pay unless someone can make some sense since we already paid for the medical supply on 2/1 and we did not order anything else.

  Business Response

  Date: 03/15/2023

  Good morning 

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

  Customer Answer

  Date: 03/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution does not resolve my issue. My insurance company investigated further and told me they did not file the claim via insurance but directly asked for the money and turned on auto pay without permission. 
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:02/15/2023

  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.

  In July of 2022 I was set up with a Cpap from Aerocare. I paid several monthly charges and then noticed on the EOB from my insurance that I had overpaid by more than $469. (I believe this is because my insurance had just changed right before I went to AeroCare and my YTD deductible had not rolled over yet, but eventually it did) I have called the company no less than 4 times requesting a refund. The first call was November 8, 2022. April told me that she will call back tomorrow. She did call back on November 9th and said I do have a credit balance and that she'll call me tomorrow with the amount. No one ever called me back. My 2nd call was November 14th. Alvin told me I do have a credit of $469.65. He said a supervisor named Amy will call in 1-2 days. Of course no one ever called. My 3rd call was December 5, 2022. Kim wanted to call me back but I asked to speak to a supervisor. I talked to a supervisor named Ron. He said he'd submit my refund and that it normally takes 6-8 weeks to process but he'd put a rush on it and I should get it in 3-4 weeks. Of course I never received it and never heard from anyone. My 4th call was February 8, 2023 and I talked to Carol. I told her that Ron said he would submit my refund. She looked in my account and said there was no note indicating that. I asked to speak to Ron. But of course he was at lunch and no other supervisors were available. She said Ron would call me back that same day. I have not received any calls from them. I just want my refund ASAP. They have no right to hold on to my money for over 3 months. I want a check mailed to me NOW. Not in 6-8 weeks. I will NEVER do business with AeroCare again.

  Business Response

  Date: 02/15/2023

  Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
  Thank you,
  Corporate Compliance department

  Customer Answer

  Date: 03/07/2023

  ---------- Forwarded message ---------
  From: **** ******* ************************
  Date: Mon, Mar 6, 2023 at 7:55 AM
  Subject: Complaint ID ********
  To: ************************
  

  
  
  Complaint ID ********
  
  My complaint was marked unresolved, but I’m letting you know that I did finally receive my refund check  from Aerocare. It took a complaint to the BBB to get it. I will never do business with this company again. I consider my case resolved.
  
  Sincerely,
  **** *******

• Initial Complaint

  Date:01/11/2023

  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 got a CPAP machine for treatment of sleep apnea 12/16/2022 which was covered 80% by my Medicare insurance. A payment of over $100 was required when I picked up the machine. I talked to representative Nikki & told her I could only pay $50 because I'm disabled and my only income is Social Security. I asked if there was a way the copay could be reduced or waived & she said yes, but I would need to fill out paperwork and provide bill copies and bank statements. She had me sign a computer tablet when I made my payment. I saw Nikki again January 4, 2023 because I was having problems with my machine. She didn't tell me on December 16, 2022 or January 4, 2023 that my bank account was going to be automatically debited. Less than 30 days after my payment of $50 was made, my bank account was debited $64 on January 6, 2023, overdrawing my checking account. I called AeroCare to ask them to reverse the $64 charge & they would not. The receptionist claimed Nikki did tell me December 16, 2022 I would be automatically billed and that I agreed to it. I was not told that I would be automatically billed and I mentioned on December 4, 2022 to Nikki I was waiting for paper copies of my bills to bring her to see if I could qualify for their indigent program and the copays waived. Nikki never mentioned that I was going to be automatically charged. This has put me in a major overdrawn status with my bank and is going to end up costing me bank fees that I can't afford. I just went thru cancer treatment in 2020 and have bills from that I can't pay. My Social Security is all I alive on and I struggle financially every month and can't afford basic living expenses. This automatic billing overdrawing my account has made my financial situation even worse. I'm so upset about the situation that I'm sick and my doctor has told me to avoid getting stressed out because it makes my medical condition worse. Aero Care claims they told me I'd be auto billed; they didn't. I need help.

  Business Response

  Date: 02/09/2023

  Hello and Thank you so much for bringing this matter to our attention.

  Your concerns have been assigned too a team member who will be in contact directly with the patient.

  
  Thank you,
  The Resolutions Team

• Initial Complaint

  Date:01/10/2023

  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 am a patient at the Cleveland Clinic Weston campus. I had a Sleep study done in June 2022 and was referred to Aero Care for services on my Sleep Machine for which I qualified. All insurance information and pre approvals were confirmed. I went to Aero Care one December 8th to have machine calibrated. I returned home with machine.
  On December 29, I received a call that my insurance expired in August 2022. This was not true. Aero care did not bill with the Aetna Medicare Advantage plan which was presented to them as my primary. I called Aetna and confirmed. The supplies were billed to Aetna. This is an error in billing. As a result, my CPAP machine was repossessed on December 29th. My wife called Aero Care and notified them of the error- their response was to get a new prescription and they would return the machine.

  Business Response

  Date: 01/24/2023

  Hello and thank you for sharing this information.

  One of our team members will be following up and contacting you with additonal information.

  Thank you - Corporate Compliance Department

  Customer Answer

  Date: 01/25/2023

   
  
  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,
  
  
  
  ******* *****