Complaints

This profile includes complaints for AdaptHealth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AdaptHealth

  220 W Germantown Pike Ste 250 Plymouth Meeting, PA 19462-1437

• 

  AdaptHealth

  3024 Penn Ave West Lawn, PA 19609-1444

• 

  AdaptHealth

  122 Mill Rd Ste A130 Phoenixville, PA 19460-1412

• 

  AdaptHealth

  34 E High St Pottstown, PA 19464-5427

• 

  AdaptHealth

  1039 Bern Rd Wyomissing, PA 19610-2009

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:08/31/2023

  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.

  It's been an on going struggle with Adapt Health for at least 2 years with how they bill for Cpap Supplies. I eventually requested to be taken off Auto payment; which they did comply with after I was originally told it was a requirement. I was taken off Auto pay after they admitted to a billing error that took weeks to figure out. Regardless - After the billing error, I asked specifically if there was going to be any additional unforeseen charges. I was told there would be no more unexpected charges. I have not ordered ANY cpap supplies since they admitted to the billing error because I am fed up by the constant multiple bills for the same shipment... it is impossible to know what was paid and if there is any further outstanding payments because of the chaotic billing system Adapt has. I was surprised ( not really... knowing the history of how this company bills... ) to see an email 8/30/2023 for an invoice due of $157.29 for supplies shipped in December of 2022. Almost 9 months ago! This is beyond infuriating because I asked specifically months prior after Adapt Admitted to the billing error AND supposedly had to do an internal review, if everything was paid up and I received an unequivocal "Yes"... no more surprise bills? "Yes" (they supposedly record conversations so I assume they would be able to go back and review). I need this equipment and supplies for my health and Adapt health is literally the reason I am seeking alternative options. I have no problem paying for items (even prior to the deductable being met) ... but if a shipment is $500... charge me $500! Not $60 this month... $100 next week... $200 the following month ... and $159.00 NINE months later!

  Business Response

  Date: 09/06/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:08/30/2023

  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 ordered replacement supplies for my cpap machine 4 months ago, paid a 68 dollar bill, asked for a itemized description of how much I owe the company to no avail, the keep charging me random amounts of money monthly, with no explication of what I am paying for, if I had bought the supplies with no insurance they would have cost about a 100 dollars, and so far I have paid more than 200 and with no total amount due to be seem, so I suspect foul play

  Business Response

  Date: 09/06/2023

  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

  Business Response

  Date: 09/07/2023

  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

• Initial Complaint

  Date:08/30/2023

  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 use ******* supplied by ******. I filed a BBB complaint previously regarding being billed when we have insurance that covers the charges. Your representative called, apologized, sent refunds, sent a letter. I didn't keep the documentation because I thought the problem was resolved.. BUT NO,... ****** billed in July 2023. I didn't reply b/c I thought they hadn't received insurance payment yet. Then they start calling for payment and I explain several times what has happened in past. I finally paid the bill to get them to stop calling and having to explain what to do over and over and they never did.. So this week I go to our insurance website and look up the claim. It's still waiting to process because it had an error on the claim form (Incorrect modifier **** was message). Now I've already gotten notice of a new billing!! Please, Please, Please stop this billing. I can't do anything about stupidity on my end. I have filed a couple of complaints to ****** online and had no response at all! I even told them they had a problem with the claim filed. TERRIBLE!

  Business Response

  Date: 09/06/2023

  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

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair 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.

  I have used *** ******* Home Medical/ Adapt Health for my Type 1 Diabetes Supplies for several years. As of the merge with Adapt Health my supplies have been late or not delivered/shipped multiple times. These are life dependent supplies. When I call the provided Customer Service # I get someone from a different part of the world. As I explain my situation and ask to speak with someone who can understand the health insurance chaos, the reason why my supplies are not arriving and how will this be corrected, I am asked many many questions, placed on hold and delayed until after 5.00 pm Eastern and then they tell me that I must call before 5! Sometimes this goes on for almost 2.5=3 hours. Delay until they have gone home. I get the ******* insulin delivery system and the ****** CGM from them. Somehow the ******** arrive but not the ****** supplies. When I call they state " you must go to the pharmacy". When I contact my health plan they say that is incorrect. Then the cyvle begins again. I have called weekly sine late May 2023. These supplies are to arrive every 90 days. They have not. They also will tell me that the supplies are in the "process of being shipped and should arrive shortly" or " they are being expedited". This has gone on for over three months and I have not received any ****** supplies. At the same time the continue to not bill my health plan correctly which is creating a quarterly invoice that they expect me to pay. I have spent well over 40 hours on the phone with them and to no avail. I ask for the proper people to call me back, doesn't happen. They make promises about shipment, doesn't happen.

  Business Response

  Date: 10/10/2023

  Dear *** *******,

   

  We apologize for any inconvenience caused to the consumer.  We are working with him to have his supplies returned and the claim for 08/30/2023 to be adjusted.  Someone will reach out to *** ******* to discuss his issues.

  Customer Answer

  Date: 10/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  It states that they are working to change the billing ( my words) for 08/30/2023. There have been several billing errors. As they have billed my insurance with the wrong billing codes for proper payment.

  although this response says that “someone will be in touch with *** *******”. Each time I have called I am told this. Going back since May 2023 and nobody has yet to call me back. So, o do not believe this to be real, just a statement of appeasement.

  ***** Health Plam is working to correct the improper billing codes and resubmit the claims. To my knowledge Adapt Health will not do this, but they will accept the payment. 
  

  Nor have they billed my third insurance **********. My fear is they will now incorrectly bill ********** for 100% rather than just correcting the billing codes and submitting properly.

  I cannot in good faith accept this response.
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/25/2023

  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 contacted by AdaptHealth asset recovery department with an invoice charging me for the full price of a CPAP machine. The letter indicated that they had been trying to reach me. I looked at the log on my cell phone and found no missed calls or voice messages from this company. The company indicated I was being billed because of non-compliance with usage requirements. I called **** ***** who indicated I was compliant and authorized. After several more calls Adapt Health called again and indicated that after review I am not compliant and the authorization from my insurance company was not correct. I contacted my insurance company again who assured me the authorization is correct and Adapt Health is not reading this correctly. **** ***** has called Adapt Health twice and I have spoken to them multiple times. They have sent my case for review again, but I don’t have much hope this is resolved. I find this very confusing as **** ***** doesn’t understand why I’m in collections and have indicated to me they will pay the claim when it is filed.

  Business Response

  Date: 08/29/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:08/25/2023

  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.

  back in February I called *********** and **************** extension ****** Re case ******** to get a replacement for my recalled cbap sleep apnea breathing machine. six weeks later they send a driver to pick up recalled devise and 2 months later they delivered a wrong model, then 4 weeks later send another driver to pick it up and promised to replace it with the right bigger capacity model with the water reservoir attached, since they picked up the third machine ,I have been trying to call and check on replacement status , none of the customer service rep. was able to help but they always promised that a supervisor will call me back and will take care off that issue, I suffer bad sleep apnea, asthma, sinuses and other health issue need to use breathing machine nightly , by doctor order. your help is highly appreciated in solving this issue and rush my breathing machine replacment ASAP ,thank you

  Business Response

  Date: 08/29/2023

  We apologize for any inconvenience and have upper management reviewing this account.  We will contact the patient once completed.

  Customer Answer

  Date: 09/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  hank you for your help
  
  Today I received a Phone call from local number for Adapt Health re my letter to BBB
     Customer Service lady was very nice trying to help by finding any excuses to close my case after listing to my complaint
  First she said so you contacted *******
  S company re your recalled equipment and its not adapt health
  Then its ***************** who suppose to deal with this issue not Adapt health.
  Then she mentioned that one of their drivers is the one who picked up wrong CBAP breathing machine which was delivered to me as a  Replacement for my defective one.
  Then she asked for Dr authorization and order which I had since I had equipment Ten years ago.
  Then she said oh its on lease and need insurance reauthorization .
  Customer service did not have any signed lease agreement(10 years ago ******** authorize 18 months lease to own agreement and machine is owned by customer after that , it was clear agreement)
  Then she mentioned because I am not buying supplies from them so they are not making any money. And and and.
  So I asked her to return my CBAP Machine if she has no explanation why adapt health picked my breathing machine and its not their issue, she refused , but actually she didn't know where is the machine now , and she has no result , she just want to find any reason to close case.
  We got no where and hung up.
  Again  this is just a request to replace paid in full by ******** 10 years ago CPAB machine  with the right model to the one with water reservoir and bigger than the one they wrongly send and re picked up. Its simple issue but
  Looks like it need higher authority personnel and more understanding person to solve this endless issue .
  
  Regards,
  
  *******************************

  Business Response

  Date: 12/14/2023

  *** tracking attached - patient received equipment

• Initial Complaint

  Date:08/24/2023

  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 receive medical equipment from AdptHealth Minnesota, I received my July billing and signed into their website to pay the amount indicated on the bill, when I entered the account number and the invoice number, I was informed from the billing page that there was no balance due. I received a statement in August for the August billing and was again billed for the July portion. When I contacted the company, I was informed that there was a mistake made on their end due to insurance coverage. I explained that was an issue internal to them, that they cannot tell me I do not owe something one day and then expect payment for their error on the next.

  Business Response

  Date: 08/28/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 09/01/2023

  I received a call from AdaptHealth and the issue has been resolved to my satisfaction

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/23/2023

  Type:Delivery 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 serious questions about adapt health's billing practices! I am aware that local equipment providers are involved, however it is adapt that keeps requesting insurance updates etc. For medical equipment that was promptly and courteously delivered - order was initiated via the rehab center and we were contacted in a timely manner. Within one week's time my mother-in-law passed away and the equipment was picked up the following day by a very nice staff member. All that was mid March. In May I received a letter from adapt that they needed insurance information for their billing. I called them, provided them with dates of death and equipment pick up. Their files did not have that information, in almost 2 months??? Now it is August and my husband had a call/voice message on his phone about needed information. Phone calls are not being answered and no return call as "promised". I am just suspicious if they keep billing ******** all this time.

  Business Response

  Date: 08/28/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 08/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  So far all I am told is that they are working on it. Until this is brought to an actual closure a mere acknowledgement that I have a complaint is not satisfactory.

  thank you.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 12/14/2023

  After a few phone calls with Adapt, I received a letter that the matter has been looked into and no further billing was done; case closed.

• Initial Complaint

  Date:08/22/2023

  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.

  My father ** *** was released after the manager called my mother (*****************) on the phone to speak about her calling a different location. I (*********************) had been the one handling his oxygen tank pick up and had spoke to ***** (******** manager) on the phone 2 weeks prior about calling me directly. My brother overheard her to my mother and after he got defensive he cursed her on the phone. As soon as I heard about what occurred I called and spoke to her same day and apologized, I asked why she didn't call me, I had her email my dad a paper to sign care solely to me to prevent anymore issues. At the time it was supposedly resolved. Received dismissal letter in mail 3 weeks later.We are unable to go to anymore places as they do not accept his insurance (****** HMO) as Adapt Health has all the contracts. I have called and spoke to multiple people from customer service, tried to speak to the **. *********** office, requested a district manager, corporate directly, and NO ONE wants to resolve. We can't go to anyone associated and someone from billing called to receive payment because he still has the concentrator but we aren't being serviced. He said it was easy and we just needed certification again but no one is answering us on any end. I spoke to my father's insurance company today and she advised me to retain legal counsel since Adapt owns the only companies around here and I can provide proof of attempt to resolve and that he was not directly involved in the situation to begin with. As a patient with a medical condition he is prescribed this oxygen to keep him alive.I don't wish to return to the Mt. Airy location but to get him set up and go elsewhere through the company. His concentrator is damaged now and I have to resolve this immediately. The ** ******************** manager ***** says "it's out of our hands" but corporate, billing, and anyone else claims she is the only one to resolve this.

  Business Response

  Date: 09/14/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 my CPAP machine through adapthealth. My insurance paid a large portion of the machine initially with payments proceeding. My insurance changed, they then re-billed my new insurance as if they never received the payment originally. They told me this is normal practice. Then I started seeing debits from my checking account a few times a month. I turned off autopay, and now they keep sending me invoices. The invoices have no explanation, and they wont provide me with information when I call. I asked for itemized invoice and it clearly shows that they have received payment for the machine. I believe they are billing fraudulently, I did a search and it seems as though they have many complaints that are very similar. When I told them this, they told me that I had to take it up with my insurance that this is what my insurance decided on for payment. They said that insurance is driving all of this.