Business Profile

Medical Equipment

AdaptHealth

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,024 total complaints in the last 3 years.
446 complaints closed in the last 12 months.

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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:11/14/2024
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 a c-pap machine that I received more than two years ago and AeroCare/adapthealth has been billing me since last year repeatedly, several times a month in different amounts and its not making sense. I have not received an actual bill stating what my responsibility is and the amount not covered by the insurance company. It is fraudulent activity at this point. How can a company just automatically debit out my account money without my permission. I want my money back.. this company needs to be investigated.
Business Response
Date: 12/02/2024
We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient once completed.
Initial Complaint
Date:11/11/2024
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 am writing to formally file a complaint against Adapt Health/Launder regarding significant issues with their service and billing practices. My experience has been frustrating and has caused considerable inconvenience. I have encountered numerous billing errors. I have been charged on multiple occasions for invoices that my insurance already covered, double or triple the cost of equipment. They are even billing me for equipment that I didnt order. When I attempted to resolve these issues with Adapt Healths billing department, I was met with unhelpful responses and was unable to speak to a representative who could correct these discrepancies. I have even been hung up on while trying to resolve billing issues. I have proof of payment from my insurance company with 100% covered for my CPAP machine and supplies. Adapt Health sent my invoices to collections. When I contacted the collection agency (*****) with proof of payment, they refer me back to Launder Medical/Adapt Health. This whole nightmare started in 2024, I started with them in May/June of 2023 when I was diagnosed with sleep apnea. My original encounter was positive, I was fitted with the machine, told that my insurance will cover everything, and I will own the machine in five years if I am compliant with using the machine. In 2024 I updated my insurance info. From what I was told by my insurance cpap machine and supplies are 100% covered. I started getting invoices around February. I continued to get invoices for $8-15 dollars, after getting multiple invoices, I decided to pay one of them because I wanted to stop the constant invoices that they kept sending me. I contacted my insurance, they sent me of letters of explanation of benefit where I can clearly see everything was covered. The invoices went from $8 to $300+. They are even charging me full price for supplies I did not order. I am filing a complaint to get this matter resolved. Thank You
Business Response
Date: 12/02/2024
We apologize for the inconvenience and have Leadership in our ****************** reviewing this account. We will contact the patient once completed.
Initial Complaint
Date:11/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently obtained a Bipap from adapt health. There was no mention that there was an out of pocket expense. I have enclosed all the paperwork that was given to me at time of visit. I do have a learning disability along with ****. This company took an auto deductible from my checking account without my consent. My account was on listed for purchase of any supplies I may need in the future. The company has a mission statement that says empowering patients to live their best lives. The company stole my money. When I contacted them they told me there was nothing they can do and would not refund my money. In fact they were not even available to discuss the issue with me. I did not give the company permission to auto deduct. Any payment. They told me they couldnt refund an auto payment. That is not true any refund can be completed. With my research of the company I found a notice of Data breech of their information. That 480$ was my money for my household to survive on. I am a simple man trying to become healthy and they took advantage of my learning disability . I received no indication that a payment was due , processed or even received. My account is missing $480 that needs refunded.
Business Response
Date: 12/04/2024
We apologize for the inconvenience and have leadership review this account. We will contact the patient once completed.
Customer Answer
Date: 12/06/2024
[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: 22536460

I am rejecting this response because:
Theres nothing to accept. My request has not been fulfilled. I want the refund of the money that was taken unauthorized.
Regards,

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

Business Response
Date: 12/18/2024
Management from local office has made several attempts to reach patient with no response. We have sent an outreach letter to the patient to contact Operations Manager to discuss further.
Initial Complaint
Date:11/11/2024
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.
We received an arm brace that was defective. Numerous calls were initiated from June 2024 until today, 11/11/24. This brace was defective and this was reported in June 2024. This brace was never used, and this charge is not valid, numerous bills were sent with inconsistent amounts. The charge was disputed with our credit card company and Adapt Health billed us again for the amount that was disputed. Proper procedures were not followed with the dispute process. This bill needs to be removed completely along with all invalid late fees. Additionally, AdaptHealth disconnected our phone call today abruptly.
Business Response
Date: 12/02/2024
We apologize for the inconvenience and have leadership reviewing this account. We will be in contact with the patient once completed.
Initial Complaint
Date:11/07/2024
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.
Failure to provide assistance with my ****. I have to wait a month out and my insurance will charge me for being non-compliant by that point. They dont care about my health. They could cause deaths in the future with their lack of assistance. I am paying for a service I am not getting.
Business Response
Date: 11/26/2024
The ******************************* will contact the patient and get the issue resolved.
Initial Complaint
Date:11/07/2024
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.
They billed us for something that we did not order or receive. We have video surveillance through CPI that shows no one dropped anything off at our door step when they said it was delivered and they have a picture of a door. We have contacted them and told them but they are not listening or understanding we never ordered anything from them.
Business Response
Date: 11/26/2024
The ******************************* will contact the patient and get the issue resolved.
Initial Complaint
Date:11/06/2024
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 picked up the **** machine on June 27, 2024. My credit card info was saved on file on that day. After trying the machine a few times, I realized that it made my breathing more difficult at night. So, I called Adapt Health CSR and asked about options to return it. It was very hard to get a hold of someone. I was told by a *** that if the equipment and supplies are returned within 30 days of pickup, I would be refunded the full amount. So, I returned the **** machine along with all the masks and filters and supplies to the front desk receptionist on July 26, 2024. The receptionist gave me a printed paper and said I would receive an e-mail verification of the return which I never did. Also, I did not look in the paper and did not know that the machine and supplies are considered separate. You can look at camera footage to verify that I returned both the cpap machine and the supplies. I waited a few weeks for the refund but did not see any. Instead, there was an auto charge on my credit card AFTER I returned everything. This prompted me to call *** again and they told me there is only proof of me returning the **** machine and not the supplies. To my dismay, I looked at the hardcopy of the return and it said ****. How was I supposed to know when I returned everything that the supplies had to be listed separately? I just blindly took the hardcopy that day and walked away trusting this company. I finally contacted my credit card company, and they opened an investigation and gave me provisional credit. Now AdaptHealth is harassing me every day with phone calls about my bills and threatening to add late fees. They even kept sending me e-mail reminders of upcoming charges AFTER I returned the equipment and called CSR many times to tell them I returned everything. I finally was able to have one CSR remove me from the autopay list. Now am waiting for the *******************'s decision.
Customer Answer
Date: 12/05/2024
In addition to not refunding my money they call me every day and leave a voicemail demanding payment for equipment I have returned.
Business Response
Date: 12/10/2024
Hello, We are receiving this for the first time. We will look into the complaint and reach out directly to the patient with a resolution.
Business Response
Date: 12/10/2024
Hello, We are receiving this for the first time. We will look into the complaint and reach out directly to the patient with a resolution.
Initial Complaint
Date:11/05/2024
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.
*** filed a complaint about this company months ago regarding billing issues. The last time this was resolved, I owed 4 more payments on my CPAP machine. I have one more left for Sept, and Im done. I have a new invoice that they continue to bill me for. I will pay the Sept payment, and that the last I will pay .
Business Response
Date: 11/14/2024
We apologize for the inconvenience - this has been escalated to Leadership in our ************ and we will contact the patient once this has been resolved.
Business Response
Date: 11/20/2024
After thorough review of this account, our Billing Leadership has as a courtesy adjusted off the Oct invoice and there should not be any further invoicing for the rental of his sleep management equipment. The balance currently on his account are August and September's invoicing for the last 2 payments owed.
Initial Complaint
Date:11/01/2024
Type:Billing 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.
**** supplies were ordered from Aerocare/adapthealth 8/27/24 and the claim sent through my health insurance. The health insurance *** shows supply charges of *****, *****, *****, ***** with Total Provider May Bill You $179.75. At this point (11/1/24), adapthealth has charged my credit card (through AUTOpay) $150.97, *****, *****, *****. The last two bills in September and October indicate that nasal cushions and CPAP filters are "rentals", but obviously are not reusable and NOT "rentals". They continue to charge me monthly for something that was paid for previously. Nor can I remove the AUTOpay online to stop this reoccurring charges.
Business Response
Date: 11/18/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Business Response
Date: 11/20/2024
The complaint has been resolved.
Customer Answer
Date: 11/25/2024

Complaint: 22503557

I am rejecting this response because:
I continue to have questions and have received more bills since logging the concern. Split billing is not an acceptable answer to further understand whats going on. For the few supplies that I ordered in August, I would like an itemized list of the charges for each item, the amounts paid, and the remaining balance. It remains to be determined if there is an overcharge or other issues that should be resolved. I have emailed these concerns to ******* ******, Resolution Specialist, Corporation Compliance Team.

Regards,

***** *******
Initial Complaint
Date:11/01/2024
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.
Since starting services with Adapthealth, it has been an absolute nightmare. I have three separate insurance cards, and they can never get the order of them right. They have multiple (every) time bill them out of order or complete delete the secondary insurance because, "they didn't understand how to use it" when I have emailed them pictures and explained in detail how to properly submit claims. They also decide on their own to put them out of order and make my 3rd card my primary card. Complete violating my information and my requests. Since starting, I have been billed and to continue service and not get sent to collections I allowed it to be paid. I would call and find out they reordered or deleted my insurance information again. I reset it. Be told to call back in 4-6 weeks and it should be done. When I call looking for a refund because the insurances should be correct...only to find out they complete disregarded the order and/or deleted them again. No matter how many times I get an escalation form or request a supervisor to call me, and promised I would. I get nothing but calls about past due bills when I was told they were cancelling those until the billing was corrected. This started back in 2022/2023. We are almost in 2025 and am still dealing with this issue.
Business Response
Date: 11/18/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Business Response
Date: 11/21/2024
The complaint has been resolved.

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AdaptHealth is NOT a BBB Accredited Business.