Business Profile

Medical Equipment

AdaptHealth

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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

1,025 total complaints in the last 3 years.
448 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:03/31/2023
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.
A month ago I submitted a complaint and it seems to have disappeared.I have messaged twice after that but all I got was a ticket #*******).I bring this up because Hubs is tacking on late charges .As soon as I got the first bill I called them and a guy w a REAL bad accent wouldnt budge.I offered to return the items and got the same result.NO! @ salient points..1.EVERY time they call to reorder I tell them "if it isnt covered,dont send it".2.when they did call that last time all I wanted was the tiny clip that holds the filter in the CPAP>They sent all this other stuff and only 1 clip..3. when I made the afore mentioned immediate call they said no returns after 30 days.Well if you dont find out you are being billed and for what for 32 days(when their bill came in the mail),then by their rules,you are stuck with anything they send..4..I was never billed in the past.EVER! my ph#************
Business Response
Date: 04/05/2023
We apologize for the inconvenience you have encountered, a team member from our corporate compliance department will review the account. Once the account has been reviewed we will reach out to the patient,.
Initial Complaint
Date:03/30/2023
Type:Service or Repair 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 dr prescribed the **** ****. A guy named ********************* from Medford Ma ************ came to my home on December 9th. Showed me how to use the unit. I used the unit for 2 days and decided it just wasn't for me. I called them up on Monday and left a message to come pick it up. They never answered. When my Dr called on Wednesday Dec 13. I told them and they called and told them no one is getting back to me on this unit. ***** called within a couple days and came and picked up the unit. My problem is that I am being billed monthly on this unit that was returned in December. My bills are for Jan,Feb, March from community surgical invoice ******** ************** ?? I don't have the unit. I'm also being billed for the unit for 1 month from ********* ******** ****** account ******* **************? I used the unit for 2 days ??? I have my insurance working on this and they hang up on them ! This needs to stop. I do not owe them all this money for a unit I dont have !
Business Response
Date: 03/21/2023
Per the letter addressed to Northwest Medical, LLC. we are not able to identify the patient within our system. Complaint states ********* ******** ****** which we are not affiliated with.
Business Response
Date: 04/04/2023
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 reach me, *********, at ************.
Customer Answer
Date: 04/05/2023
[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 did call my cell phone and I did call them back. I was told that all billings would be canceled. That I do not owe any money. They would also pay back my insurance company for the money my insurance paid out.

Regards,

***********************
Business Response
Date: 04/06/2023
We did speak with the consumer after responding to the BBB. We are adjusting the open balance to the consumer and working to have the claims retracted from insurance.
Customer Answer
Date: 04/06/2023
[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:03/28/2023
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 am a customer using CPAP supplies, a critical life supporting system. Local agent of AdaptHealth is Sound Oxygen. I placed my order on 3/1/23 for new supplies using their order app. They only send the order on to AdaptHealth and have no other role. They are like a store front. These supplies wear out very quickly and need to be replaced quickly. ******** allows specific timelines for reorders. 3/1 was the appropriate order date submitted via their order portal. Scores of calls have been made by both myself and my doctor to try and understand why this order has still not been shipped. (as of 3/28/23) Trying to get information all along the way has been met with misdirection, incorrect information and lack of follow through. My life is at risk because I have sleep apnea. This equipment is vital to my health. Yet this supplier seems unable to ship orders in a timely manner or to answer questions and resolve issues. It is impossible to find anyone at AdaptHealth who can and will effectively resolve the problem. They are not capable of supporting the public effectively and put patients as risk.
Business Response
Date: 04/26/2023
Good afternoon, ******************,

We have been in contact with ****************, and we are working with her and her insurance to provide the additional supplies she is requesting. Her current shipment of supplies that were ordered has been delivered to the patient on April 5, 2023.
Customer Answer
Date: 04/27/2023
[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: AdaptHealths response is accurate as far as it goes. However, the complaint was not just about the undelivered order. That got done when a high-ranking manager from ******** conducted a 3 way call to AsaptHealth to inquire of them what the problem was. She made it very clear to them that they were to get the shipment done. Then, and only then, they shipped it. When the order(s) arrived there were several errors with no explanation.
The other part of the complaint has to do with AdaptHealth **************** staff being unable or unwilling to resolve the problem in a timely manner. Hours of phone calls from me inquiring as to the issue holding up the shipment were responded to with inaccurate information and lack of action. Over and over calls were made and nothing effective was done. I anticipate that, if I were to stay with this provider, I would experience the same excruciating treatment and delays.

The only resolution was that a shipment was finally sent 6 weeks late and full of errors. Otherwise, addressing their untrained and irresponsible staff issues has not been done.

Regards,

***********************
Initial Complaint
Date:03/24/2023
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.
AdaptHealth has obviously set up there billing process to confuse and over charge customers: Auto pay cannot be turned off online and they make it extremely hard to reach them. Although I had gotten a call every day for resupply of equipment. The bills I receive are scattered and obviously designed to make things hard to follow what you are paying for. Also, once my credit card was compromised and the card on file was no longer valid, my bill was increased between 5 & 6 times the amount even before the due date. I have attached a summary of my bills. I want to get away from AdaptHealth without being stolen from any more. If AdaptHealth will accept the original bill amount for invoices: ********* (original amount = $11.33), ********* & *********(original amount = $49.11). Double billed for the same on last 2 invoices for $49.11. An explanation of what bills will come in the future for any reason is also something I want to know. I will be happy to supply any more information to BBB.
Business Response
Date: 03/28/2023
The Corporate Compliance Department will contact the patient and get the issue resolved.

Customer Answer
Date: 04/05/2023
[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: AdaptHealth would not give me a coherent reason for my bills. They proceeded to tell me to get in contact with my insurance about AdaptHealth's bill. They said that the products that I purchased where "rentals" and therefore billed monthly for the same item. I do not intend to return my filter, mask, machine or anything I purchased because they are not reusable or rental items. I called them during my working hours because this is when they where available and got upset that I was getting the run around and hung up on them. I do not know what to do now. they will ruin my credit if I ignore this and I cannot pay hundreds of dollars without knowing what I am paying for, if I paid it already paid and how much I will be charged in the future. I bought the machine last year and got supplies once. They are preying on us and I am powerless to fight. Please advise!!!!

Regards,

***************
Business Response
Date: 04/10/2023
We have reached out to the patient to try and resolve his concern, however our resolution does not have satisfactory to the patient.
Customer Answer
Date: 04/11/2023
[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 not a response, it was a show of power from a a company that is systematically monopolizing the market and fleecing it's customer's. Here is a pebble in the pond that matters only if there are many more added to it.

Regards,

***************
Initial Complaint
Date:03/23/2023
Type:Order 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.
This company is a compete nightmare to work with. They lied about what i was going to be paying initially and since have kept raising what I am supposed to pay to the point of giving me a weekly bill. You call the support number and they act ignorant, arrogant, they don’t listen, answer questions and tell you that it has t been approved by your insurance. This is after prior to picking up equipment being told that I was approved for 90% and given a low monthly. Now they will not acknowledge that and state they have to get approvals every time with my insurance. Talk out of both sides of their mouth. I have tried emailing but nobody responds. They have completely ignored me post equipment pickup. This is for CPAP. The billing went from being told I was going to pay $5 month to being billed today for $22 and next week for over $330 more. All this and the machine i was put into is not working the way it is supposed. I was informed that of within. 30 days of it was inconvenient, not comfortable, etc , to contact them and I can come in and replace it. Well the customer service of Adapt health informed me that I am not allowed to go back in the office and I have to order through them and it’s 2 weeks to get the item and I’ll have to pay out of pocket. I emailed the office on went to but they do not respond either. Seems to be a trend with the company. I am going to try and get out of this but this company is getting destroyed online with reviews. My Dr office, Dr ******* should be ashamed for connecting their patients to this company.
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: 04/01/2023
[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:

they have tried to make this that I or my insurance company have not provided proper insurance info and they credited the $22. This was cancelled by myself, my doctor, and to adapt health. This company just took another $330 out my account after being notified multiple times of this being cancelled and items being returned. This response and their response and continued refusal to work with their patients is inexcusable. Someone needs to start a class action lawsuit agains Adapt health.

Regards,

*************************
Initial Complaint
Date:03/22/2023
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.
Their was a recall on a CPAP machine and it was sent back, a new one was sent with a bill of 3750.00, this machine was never adjusted or set for use and was sent back to them. I feel, I shouldn't have to pay for a recall machine and the product was not useable, I am asking that this company remove any amount sent to collections and repayment of 1200.00 dollars paid to them.
Business Response
Date: 03/29/2023
We apologize for the inconvenience we will review the patient's account and contact them via phone to resolve.
Customer Answer
Date: 04/17/2023
[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:

I was supposed to receive a call back regarding my refund, but the business never called back. This still has not been resolved.
Regards,

******* ***
Business Response
Date: 07/05/2023
Good afternoon, *** *******,

We have sent the patient a letter regarding the billing complaint and the balance on the patient’s account was adjusted to $0.
Customer Answer
Date: 07/07/2023
[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 did state balance is zero, but they had took 1200.00 dollars and they stated they would get that corrected also.

Regards,

******* ***
Initial Complaint
Date:03/20/2023
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.
My old wheelchair broke so my doctor wrote me a new prescription. I called ****** medical equipment in Bethlehem and they got a fax from the doctor. I asked if the chair was returnable if it was unsuitable. I am disabled and I have no way of knowing how a piece of equipment will work in my environment unless I'm in my environment. Neither does my doctor. They said it was returnable and that part of the cost would include a home inspection. The delivery driver would come in and assess whether I was comfortable with the equipment. They also told me that since my ******** deductible was not met I would have to pay $300+ and also rent the chair I just paid for for $15/month. No way would I lay out that kind of money without checking the return ability and play a guessing game with multiple wheelchairs until I find one I can use The delivery driver brought it up my ramp and hopped back in the truck and left. He didn’t even come in the house. I called the company and told them I would be unable to use this wheelchair as it didn’t have removable arms to allow me to do a board transfer and it was unsafe for me. They informed me that the doctor didn’t specify in the prescription and I got the one he ordered. They said take it up with your doctor because its returnable but not refundable. They admitted they would pick it up and resell it to someone else while still charging me and get paid twice for the same item. They said they would only refund if the money was coming from ********. They had a policy to collect only from hapless disabled people because I guess they think we don't really matter. The fact that they deal differently with ******** indicates they know their double charging is fraudulent. If they want business from disabled people ( and you can bet they do because its big business) they should be more accommodating. I bought a better one from Amazon for $200+ and it is returnable. In the meantime ****** medical equipment continues to bill me for a wheelchair
Business Response
Date: 03/27/2023
We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach out to the patient.
Initial Complaint
Date:03/17/2023
Type:Order 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 filed a complaint ******** on 2/22/23 and received word from the business that I would be contacted. As of today, 3/17/2023 they still have not contacted me. I have called them multiple times and still dont have my CPAP supplies sent. This company is the absolute worst to deal with as they just dont care about customers
Initial Complaint
Date:03/08/2023
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.
Adapthealth had sent me a number of CPAP items which I did not request or authorize and refused to allow me to return or credit them as they are considered medical supplies . They also claimed that I authorized them to charge my credit card , however have not produced any paperwork to that effect. They are now continuing to charge my account for new CPAP rental charges even though they acknowledge the CPAP was properly returned to them . They have continued to charge my credit card without providing any detail of what time period the charges are for , even though I have requested a detailed invoice. I was twice promised a manager call back, but have not received them. If they charge my card again I will be reporting them to my credit card company for fraud.
Business Response
Date: 03/28/2023
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:03/02/2023
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 began business with ******** while living in Florida. Everything was going fine, my insurance was picking up part of the bill for my APAP. I had two months left in a rent-to-own plan when I had to move for work. Enter the start of the problems. I was told at first that I had zero balance on the bill, I asked them to make sure. Rep told me yes, I figured maybe Adapt and my insurance had settled on an amount on the backend. Regardless I asked rep to double check because I'd just pay the last two months in full myself. "Sure" he said, "I'll call you if I find any issues". That was May 2022. Aside from a few automated calls asking about insurance to reorder supplies like the mask and tube, which I was not interested in using, no word. Then the letter came Febuary 2023. I got worried and tried to call. Let me count the ineptitudes. No one at their Asset Recovery Center has the training necessary to answer any questions other than "pay us". 2/4 of the times I asked for a supervisor I got hung up on. **** in billing. *** in Asset Recovery. Hung up on me after swearing up and down every single supervisor was in a meeting. Fine. I buy it. Whatever, but this was after I was promised a call back at 5 by the supervisor ****. Quite the coincidence that he'd schedule the callback for the exact time this supposed meeting is happening. Oh and he won't be in tomorrow either. Now I want to speak to his boss. I ask for the ****'s manager's name. Can't give me it. Fine, what is the title of the person above ****? The answer? We only have supervisors here. "My god" I thought, "The CEO themself must he running the call center!" Obviously this is the case if the buck stops at ****! Not sure what is worse, their obvious lack of training or the fact that they are so zoned out that they don't know who is in charge. I want to speak to a senior manager, or director or someone who is paid not to sit on a phone. If I'm lucky maybe they'll realize they work for a company.
Business Response
Date: 03/09/2023
We apologize for the inconvenience you have encountered. We are having your account reviewed and someone/ supervisor or manager will be reaching out to you shortly.

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AdaptHealth is NOT a BBB Accredited Business.