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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:01/03/2023

      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.
      When i placed an order for my CPAP supplies with Aero care, I requested them before shipping to provide me a quote of the costs. I had already provided my medical insurance card and asked them what would be my Co Pay?. they never send me a quote and mailed me the supplies, I called them on Jan 3rd asking them multiple bills being charged. Their statement was that they did it on purpose so they could ship them as the insurance would not cover all a tthe same time. Finally i got a huge bill that was not expected for $184.90. I told them that it was cheaper on Amazon and i would return the supplies, they said they cannot take it back and if I dont pay they threatened me that they would send it to collections. I told them I need a fair price. For now I told them i will pay the full amount and ended it as I did not want my credit ruined.

      Business Response

      Date: 01/13/2023

      We apologize for the inconvenience we will review the patient's account and contact them via phone to resolve.

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service 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.
      My CPAP machine has not been working properly. I have called numerous times and they try a solution. None have worked. I have been told a manager will call me back and that call never comes. Finally they said that my Doctor had to write a new prescription for a different machine. I did that in October and still no resolution. Recent calls have resulted in being disconnected.

      Customer Answer

      Date: 01/09/2023

      The business resolved by providing me with a new machine. This complaint can be closed

      Business Response

      Date: 01/10/2023

      My name is Sara, and I am contacting you from the Corporate Compliance office of Adapthealth.



      We appreciate the effort you made to contact our company and welcome the opportunity to respond to your request.



      I would like to acknowledge receipt of the attached request on January 10, 2023.



      I have notified my team of the allegations; and we are working diligently to provide a resolution. Upon receipt of this email please contact me at 484-214-2078 or ********************* *f you have any further questions.



      Thank you!



      Sara D* ** ****

      Resolutions Associate, Corporate Compliance, AdaptHealth

      E: *********************

      P: ************

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



      Click here to view the AdaptHealth family of companies, *********************************



      Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.

    • Initial Complaint

      Date:12/20/2022

      Type:Delivery 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.
      Since November 15 I have been trying to get the BIPAP machine that my doctor ordered for me from AeroCare at 4866 S. 74th St. in Greenfield. I have called that AeroCare facility multiple times and get directed to voicemail that tells me my call will be returned in 24 hours. It rarely is and when he call has been returned it is by someone who cannot do anything to help me other than to say that they are extremely busy. I have contacted my doctor's office and they tell me that since AeroCare bought out all of the respiratory care companies in the area customer service has been almost non-existent.

      Customer Answer

      Date: 12/23/2022

      HI, this matter has been resolved and I have an appointment to pick up my BIPAP machine.

    • Initial Complaint

      Date:12/08/2022

      Type:Customer Service 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.
      Over the last year I have tried repeatedly to stop refills of equipment and terminate all services with AeroCare/Beacon ***** Services of **********. They have ignored repeated phone calls requesting to stop automatically delivering supplies for my **** machine and subsequently billing me. I have tried and spoken to various people and taken my credit card information off my payment profile, but I am still issued a paper bill for the **** machine and supplies. I do not need further supplies and cannot get anyone at their company to stop automatically delivering supplies nor stop charging me. The login page to access resupplies does not work stating that I cannot create a user profile because an account with my email already exists, yet when trying to reset my password there is an error on screen that will not allow me to continue. I do not have any ability to login to an account and manage the delivery of my **** machine supplies.

      Business Response

      Date: 12/15/2022

      We apologize for any inconvenience and are working on resolution.

      Business Response

      Date: 01/06/2023

      In working with our supply department, was informed the following:

      For the patient to have been put on automatic shipments (Scheduled Shipping), she would have had to 'sign' a verbal contract in a recorded call with an agent, which would have then been listened to and verified by a team before being set up. The only note I am finding about cancelling Scheduled Shipping was entered on 12/9/2022 in her SNAP account.

      I will make her SNAP resupply account inactive so she will not receive calls for ordering. The Scheduled Shipping has already been deactivated.

      Please let us know if there are any other questions.

    • Initial Complaint

      Date:12/06/2022

      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.
      When my dr. prescribed the **** machine years ago, we were told we could make payments to pay off the machine and the insurance company would contribute. I would own the machine and not rent it. They continue to bill me annually for rental and taking the money out of an account that is not authorized. The first time they took $150 out and when we called they assured that would be the last payment (probably 3 years ago) and I told them that card was not to be setup on autopay. They said it was removed. Since then, I have not received any supplies as I don't order from them. I continue to get billed for supplies and rental. I ignore it and they send to collections. I explain to collections the issue and they close the case. Then they started to take money out of the unauthorized card again - I've discovered over $500 deducted in the last year. I received a letter yesterday that says they are taking money out for rental and the supplies I ordered. This company is a fraud company! I called the 800 number for the billing and the rep keep-s saying it was for last years rental. THERE WAS NO RENTAL. She didn't get it. I've filed a complaint with their compliance and this complaint on BBB. I'm researching how to file a class action lawsuit. Hopefully, they will be forced to stop their unethical practices and reimburse the thousands of people they are robbing.

      Business Response

      Date: 12/08/2022

      We have reached out to the patient to try and resolve his concern, however our resolution does not have satisfactory to the patient.

    • Initial Complaint

      Date:12/02/2022

      Type:Customer Service 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 years ago my husband was prescribed a CPAP from his doctor. The company used, Aerocare, charged his insurance, plus my husband was charged several hundred dollars. THEN, without authorization, they took $150 out of MY HSA account! I called to discuss the unauthorized charged, and since they assured me that was the last and final payment I let it go, but discussed with them that in no way was I authorizing them to charge my HSA. They made note. He doesn't use Aerocare for supplies, but would occasionally get some even though he did not request them, even after calling to tell them to stop sending them. They have attempted to turn over to collections, and even the collection agencies decline to *************, out of the blue, they have taken another $150 out of my HSA account. I have reported the charge as fraudulent and canceled the card number. This company is obviously (from all the BBB complaints) not a reputable company to do business with, and I'm shocked any medical professional would work with them.

      Business Response

      Date: 12/06/2022

      The ******************************* will contact the patient and get the issue resolved.

    • Initial Complaint

      Date:11/11/2022

      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 received a bill from my insurance company ************************** for $443 from the sleep apnea supply company **************** Supplies, which was recently bought out and now owned by AeroCare. They are now out of network from the insurance plan and no notice was provided. My co-pay is typically $75 for these supplies, so this is obviously a huge difference.

      Business Response

      Date: 12/14/2022

      Business Response /* (1000, 5, 2022/11/15) */
      To Whom It May Concern,

      Our Office has received this customers complaint and we have attempted to contact her directly for clarity and to help with resolution.

      The Resolutions Team

    • Initial Complaint

      Date:11/09/2022

      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 received cpap from This company and I asked several time how much I would have to pay out of pocket. I was repeatedly told nothing it was covered by my insurance. After having the machine for April may and June. I received a bill from them stating I owed money for those month and was past their return period. The issue is they never once told me there were charges until AFTER their grace/return period ended. I returned the equipment right away. This is wrong to wait til the grace period
      Is over to send a bill.

      Business Response

      Date: 12/13/2022

      Business Response /* (1000, 5, 2022/11/15) */
      Hello,
      To Whom It May Concern,
      Thank you for sharing with us our Mutual Customers Concerns.

      Our Team is diligently working on this matter and will be contacting this patient with our findings to help get this matter resolved asap.

      Thank you, The Resolutions Team,

    • Initial Complaint

      Date:11/06/2022

      Type:Billing 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.
      Back in July (2022) I reordered 6 months worth of cpap supplies, received them all at once and paid the bill. Now I am getting billed monthly for $80 for services I am not receiving. Latest invoice was for 9/21/2022. I have called them and cannot get a clear answer as to why I am being billed nor what is the total I owe if for some reason $400 is still not enough for the supplies I receive in July. I have called them twice now, the last time back in September where they told me I would only get one more bill for $40 yet here I am again with another bill for $80. I would like the bills to stop and this latest invoice canceled.

      Business Response

      Date: 11/18/2022

      Consumer Response /* (2000, 6, 2022/11/08) */
      With the help of insurance I managed to reach and agreement with the company. This complaint can be closed.

    • Initial Complaint

      Date:11/03/2022

      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.
      Colonial Medical uses Aerocare billing I have paid for every month since 11/2021 but they say I owe for 8/22 They sent me a record of their invoices, but when paying by check the date Chekc apparently do not get posted hey post it is never anywhere near the date I wrote it It is impossible to trace my payments through their payment history They have not answered a speific question about a payment and a few time what I was billed did not reflect accurately my copay ( ony a few dollars) Checks do not get posted fast as I suspect they get deposited first For example a check I wrote 4/6 did ot get credited until 4/18 against jan 22 charges . Then when they send out bills they say youare behind and in the las bill threatened collection agency I paid 8/22 AGAIN yesterday as I am tired of deling with this and I cant make them ********* I was filly current

      Business Response

      Date: 12/09/2022

      We apologize for any inconvenience caused to the consumer. I have reached out to her and advised I would be sending information to her to check with her accounts. This has my contact information so that she can reach me.

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

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