Complaints

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

close

Find a Location

AdaptHealth has 87 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

• 

  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:08/22/2023

  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.

• Initial Complaint

  Date:08/18/2023

  Type:Delivery 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 been trying to process a medical device order through AdaptHealth for the past month. I have been lied to multiple times, they have lied to my doctor’s office, and they have lied to my insurance company. I was told multiple times in the beginning of this process that my order would ship next day and that everything was fine, and then it wouldn’t ship. I continuously called trying to figure it out. When it was the absolute last day of my supplies they told me that they didn’t have any of the documentation they need, which later turned out to be a lie. When I was informed this, I asked why I wasn’t told this the countless times I was in contact so this could be cleared up so I did not experience a disruption. I was told “that nothing in the past matters, we can only move forward”. Which is great except when it comes to your health. I then was told they didn’t have the prior authorization. This is infact a lie. My doctors office reached out to get it figured out, they were ***** old everything was good to go and it would ship. It didn’t ship. I was then told again there was an issue with the prior authorization, so I had my insurance company speak to them who told them this was approved and to ship it and they said they would. Two days later it still hadn’t and I once again was told that it was an issue with the prior authorization, the insurance company again spoke with them that it was approved and that they needed to ship it. They once again said they would the next day. The entire time my documentation was correct and up to date. They are refusing to ship my necessary medical supplies. This has come to the point of negligence on their end. They have everything they need to ship the order. I am completely out of medical supplies because of them and they do not care and continue to lie.

  Business Response

  Date: 09/12/2023

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

  Customer Answer

  Date: 09/15/2023

  [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:
  
  They are unwilling to listen and accept how unacceptable and out of control the situation was when they had every piece of information they needed to ship the order originally. An apology and a fake we will look into this is absolutely not acceptable. How many other people are being taken advantage of? This needs to be looked into, addressed, and corrected so this never happens to anyone else. These are medical supplies and I went without because of this negligence. 
  

  Regards,
  
  *************************

  Business Response

  Date: 09/21/2023

  Thank you. We have received the complaint and have resolved the concerns on our end.  We have made management aware the patient has rejected the response. 

  Customer Answer

  Date: 09/25/2023

  [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:
  Adapt health is now not billing my insurance and is claiming that I did not have insurance at the time. Which is false. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 09/25/2023

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

  Business Response

  Date: 09/25/2023

  we will send this information to our billing managers to review and have them contact the patient. 

• Initial Complaint

  Date:08/18/2023

  Type:Order 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.

  This company regularly calls me to sell me products. I have bought form them for a few years.Every time I order I tell them in no uncertain terms that if my ******** and insurance does not pay for it, do not send anything I have to pay for.On my last order I again explained in no uncertain terms that I did not want anything not covered by ******** or insurance. They said they would check and call me back. They did in fact call me back and stated that insurance would pay for it. A month later I received a bill. I called and they said they would look into it. A month later again I received a bill. This time they said I they would send a call tag with itemized things to send back, which they did and I sent them back. This month I receive another bill, again I call and they say they did not receive what I sent back.When you talk to them no one knows nothing about jt and they will look into it. They record every call so I know they have the conversations to look at and on they surely have a tracking number on the call tag they sent to me.

  Business Response

  Date: 08/23/2023

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

• Initial Complaint

  Date:08/18/2023

  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 CPAP in October of 2022. Based on the paperwork provided to me, my insurance would cover 100% of the cost if the machine was used 24/30 days in the first 90 days. This metric was achieved. I no longer use this device per a decision between myself and my doctor. I attempted to call my local branch to return the device, left two voicemails and was never called back. In June 2023 I received an invoice electronically for $81, which was dated from February. When I called the billing department, I was told this was a 1 time deductible and that I would not owe anything else. I specifically asked if I needed to return the machine and was told no. I now have multiple invoices from March/April/May. Everytime I call the company no one can answer anything other than to say oh your insurance must have changed. I believe that if a company is going to start billing you monthly starting in February they should be required to notify you before June. I was also blatantly lied to about not having to return the machine, which they continued to bill me for. The attached document was my first invoice, which I never received in the mail or electronically and only noticed when my account was drafted. This is a very poor business model and very deceptive, seemingly in order to submit insurance claims and invoices without notifying customers.

  Business Response

  Date: 08/21/2023

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

• Initial Complaint

  Date:08/17/2023

  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.

  No call back for an appointment with an ******** Respiratory Therapist within 24 hours, as is stated on their call center's message center. No appointment at their Lafayette location after repeated calls from July 25 - August 14. See attachment for details, dates, times, persons spoken with, inaccurate responses from their staff which prevented them from getting me a needed appointment for CPAP mask adjustment for severe sleep apnea with 65.8 incidents per hour.

  Business Response

  Date: 10/02/2023

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

  Customer Answer

  Date: 10/03/2023

  I have not heard back from ********.  I will not dismiss my claim until I have heard their action taken to resolve it.  I believe the public needs to know that this health provider is not prompt in making appointments for its clients to adjust their CPAP durable medical equipment enabling them to properly breathe, on which their life expectancy depends.

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

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

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

  Business Response

  Date: 10/19/2023

  We
  apologize, but we show that this issue was resolved.

• Initial Complaint

  Date:08/15/2023

  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.

  I have been harassed for this since June when my insurance changed. I went through and changed it when I need to reorder new supplies for my machine. I gave them all of the updated information and explain that this new health insurance I have now is from marketplace NOT ********* They said they understood and everything looked ok and they would resubmit it. I was contacted August 14th ( today at 8:00AM!!! )August 11th August 8th July 26th I explained and explained to every single call the same thing. Today when I got a call at 8:00am!!!! I told them I would be calling back this afternoon when I'm not on the way to work. Recently I had been waiting on the line for 40 mins and just hung up to recall but was greeted with a answering machine saying its afterhours when it is 7:20pm which sure seems like a odd time to be afterhours. The 40mins doesn't including the first call I tried. The first call I tried the first woman to answer I couldn't understand at all and had to explain twice that I needed to talk to someone about insurance problems. She forwarded to be to a department to change my insurance. I sat on the phone roughly 15mins to be answered to by dead quiet with a few rustling noises. I voiced myself several dozen times with no response and then hung up. Which led me to this final call back with a wasted 40 mins with no conclusion. TRASH! customer service. The *** and *** are easier to work with than this horrible company!

  Business Response

  Date: 08/21/2023

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to return my call along with my direct contact number.  Her insurance information has been updated on her account. 

• Initial Complaint

  Date:08/15/2023

  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.

  Complain: Not proper instruction and sending company represenative to home without prior approval. Looks like the busines wants to charge the customer again and again for the same equipment. I am a very dissatisfied customer with the company. Recently I got CPAP machine from AeroCare of Adapt Health in Columbus, Indiana. They instructed me on how to use the machine and told me to use it as much as possible. The provider also told me it might take some time to get adjusted to it. Never they said that I have to use it a minimum of 21 days a month for at least 4 hours each day in order for my insurance to cover it and it will be looked into after 3 months for each month. All of a sudden at the end of 3rd month I got a voicemail saying I have lost my authorization and I need to return it. I didn't notice the voice mail first. There was no email communication or anything regarding this. Also, I got calls from the same company that says I need to order my supplies. I got confused and started contacting my primary care and insurance. And in the meantime, all of a sudden I got a text saying a technician is dispatched to take my machine back. In which world, a companycan send somebody to someone else's address without having to talk to them first or having legal authority to do so from a court? Moreover, the person that was sent said I have to take it back while I am waiting to hear back from my primary care and insurance. A couple of days later, after talking to my insurance, I returned it and the office lady says I signed the instruction sheet. I have a copy of my signed sheet (attached) and nowhere it says anything about the usage and what will happen if I fail to do it for some reason. Also, I have called the company helpline after a month to report that mask of the machine is very uncomfortable to me and see if I can have a different one. they suggested me to continue using it. To me, it looks like this company is doing deceptive practice to charge insurance and individual for 3 months by not providing proper instructions so that they can do it again and again and not providing required after saes support.

  Business Response

  Date: 08/22/2023

  This complaint is being reviewed, We have attempted to contact the patient several times and having to leave voicemails since the patients machine has been received. There was 1 called where the patient returned our call that has been pulled and patient advised he did not like his mask. The representative asked him to try once more using a different setting and if still not satisfied to call back and we could swap out the mask for a more suitable one. Also during the initial set up on  4/28/23 there is paperwork that has been signed by the patient stating he understands there are 2 requirements that must be obtained to show compliance. Adherence to therapy for greater than 4 hours per night on 70% of the nights 21 nights during a consecutive thirty(30) day period  during the first 3 months of usage. The second requirement is a follow up face to face with your physician to review the download, usage and how you are benefiting from using the device. I called the patient on 8/21/23 and there was no answer a voicemail was left. I will attempt to reach the patient again and send a copy of the paperwork he signed. The patient's account is now in asset recovery due to the lack of usage. 

  Customer Answer

  Date: 08/29/2023

  [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 was never told by the tech that I need to adhere it in first 3 months and it as told that I need to try my level best to get adapt to it. Also, during the phone conversation with the tech even though I told them that I couldn't use the mask they told me to **** using it ( like you said). Are you saying, I need to still keep using it when I clearly mentioned that i can't tolerate it? 

  Also, you sent a representive to my home to get the device without  getting prior approval from me. 

  Moreover, to have another example of your fradulent billing practice, I received a bill today even I had returned my device on 08/17 ( proof attached)
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/31/2023

  Good afternoon, 

  There is no open billing on the patient's account. We have sent out the signed document by the patient advising what is required by their insurance in order for the sleep therapy machine to be covered, which included the amount of required usage. We had made several attempts to reach the patient and have left voicemails after the set-up of the equipment. When we did speak with the patient, he expressed that he was not happy with the current mask he had, however he agreed to use a different setting on the mask and if still not happy to give us a call back to have the mask swapped out for a different one. 

• Initial Complaint

  Date:08/12/2023

  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 am a registered nurse who has on multiple occasions attempted to obtain medically necessary oxygen for paraplegic . Adapt Health/Family Medical in Raleigh NC has been called, contacted and provided the necessary information to process this order. They have no delivered or provided this patient any oxygen despite it being medically necessary. This is without a doubt the biggest liability and will endanger my patients health

  Business Response

  Date: 08/16/2023

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

  Customer Answer

  Date: 08/16/2023

  [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. The patient received his oxygen late night this was filed. 
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  Date:08/10/2023

  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.

  The company should not have charged a fee for a CPAP machine on day one. The insurance company stated they should not have charged any money day one and should have billed to insurance first. There is a recorded transcript of a call made on July 5, 2023 where I was promised a full refund but it was denied many times and they even asked for the machine back. They eventually did sent the full refund but I will not cash the checks until this matter is resolved. They need to pay me the full refund, allow me to keep the CPAP machine, place no further charges on my account, remove my credit card from their file, pay the remaining amount due after insurance pays, and give me all of this in writing. They have refused to give me the transcripts which is a HIPAA violation and 3 different managers have not returned my calls. All they will tell me is there is a "letter" on the way to me and no details were give about this letter. The reason these are my requests, which are very reasonable is because of the way I have been treated and the constant ignoring of my calls. I always had to call for updates. It is also unacceptable that 3 different managers would not return my calls. I have had approximately $1628 is lost wages for having to make daily calls and turning down part time jobs because I am calling them almost daily. A local office did finally provide the transcripts but the corp office denied me this which is a clear HIPAA violation and they will not take my calls any longer.

  Business Response

  Date: 08/15/2023

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

  Customer Answer

  Date: 08/17/2023

  [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:
  
  

  Still unresolved. Thank you 

  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 11/02/2023

  the company did finally contact me and the case was resolved. Thank you

• Initial Complaint

  Date:08/10/2023

  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.

  AdaptHealth is the only diabetes equipment provider that my insurance contracts with. They have incorrectly billed my insurance and sent the resulting non-payment to collections three times now. Each time takes 2+ hours on the phone to fix. They also have no records of a number of different phone calls or transactions. For example, I have been waiting for an order since March 2023. I spent 2 hours on the phone with a representative on 7/28/2023. We updated my billing and insurance information to be correct once again. We rebilled the debt that was waiting to go to collections (again, fully paid by insurance if billed correctly). I was assured that my order for medical supplies, which keep me alive, was being shipped that day. I have not received them. I called on 08/09/2023 and they have no record of that call, the debt is still on my account, the order was not shipped due to the debt, and I have 3 days worth of supplies left. To be very clear, AdaptHealth did this in October 2022 and did not ship my supplies to the point where I fully ran out. My body does not manage blood sugar without the insulin pump and CGM system working together. I tried to manage manually with insulin shots and ended up with blood sugars of over 600 for multiple days, leading to diabetic ketoacidosis. I could have died then and I can potentially die in three to five days if this company does not actually do what it says it does.

  Business Response

  Date: 08/14/2023

  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