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:02/27/2023

  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.

  In January 2021 my wife ordered a CPAP machine from what was then ******** Home Medical Equipment, now Adapthealth. She tried to pay the $800 in full, but they insisted on a deposit of $378 and nine monthly payments of about $49 automatically deducted from our HSA. After a couple of payments, she noticed no further deductions. She called them and was told everything was fine and our insurance was taking care of the bill.The next we heard from them was late November 2021. They said no more payments had been received. Since we couldn't see any more deducted on our end, we said we would pay the remaining balance in full. They said we couldn't do that because they had moved our account to their Asset Recovery Department.Through several phone calls, they continue to insist on us paying the full $800 again, not counting the nearly $600 already paid.They never let us speak to anyone with the authority to resolve the issue. They just take down the same info and say they will email it to upper management who they claim will get back to us. They never do.After we last called on January 13, 2023 and were told to wait, we got a bill in early February for the full $800. Then at the end of February, they sent us a letter (a first) threatening to turn us over for collection.So we called February 27 and again offered to pay the remaining $200+, and were told we couldn't because upper management had still not responded to the internal email from January 13.We were again told there was nothing they could do until management responded to Asset Recovery. We were told to keep waiting and not to worry about being turned over for collection.Them taking over six weeks to reply to an internal email is unacceptable, especially while they threaten us.It feels like they stopped pulling our monthly payments and then failed to contact us about the issue until they had put us in Asset Recovery so they could claim we were in default so that they could disallow our previous payments.

  Business Response

  Date: 03/06/2023

  we apologize for the inconvenience you have encountered. Can you please provider the name of the actual patient. We just have the name of the husband who submitted the complaint not the actual patient information to be able to locate the account. 

   

  Thank you 

  Customer Answer

  Date: 03/07/2023

  [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:

  The actual patient's name is ***************************************** with the same email address.
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/10/2023

  Good afternoon, 

  We have located the patient and account information, the patient will be called shortly with a resolution. 

  Thank you 

  Customer Answer

  Date: 03/14/2023

  [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 ********. The business called and offered to accept $250 to settle our bill. We have paid that amount and received a receipt. We find this resolution is satisfactory to us.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:02/24/2023

  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.

  This company is sending me bills that are covered by my insurance. They keep calling me and threatening to put me into collections. Due to there mistake with Billing codes they were rejected. My insurance company and I had a conference call with them to have it corrected. They are starting to call me again. Please help me.

  Business Response

  Date: 03/06/2023

  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:02/22/2023

  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.

  My wife recently had a stroke. She's been in the hospital, a rehab hospital, and then a nursing home. She came home Saturday, February 19th. The nursing home ordered a hemi-walker for her from Adapt Health. They charged our insurance company and we paid a co-pay of $64 dollars. We received a package from them Tuesday, February 21st. However, they sent a regular walker. A hemi-walker is for people who can't use one side of their body. There was no documentation with the package, the only phone I could find was on the shipping label. I decided that I wanted to return the wrong walker and get a refund. When I called that number they couldn't help me and I was given another number to call. They couldn't help me. I reached out to ********* Nursing Home in Carlisle, PA, this is who ordered the hemi-walker for us. She said they couldn't set up the return and she gave me another number to call. When I called this number they told me I had to return the wrong walker to the closest physical location which was ******* Medical Equipment at **** ********* **** Suite *, Harrisburg, PA *****. I let them know that I didn't think this was an acceptable resolution, but they told me that this was the only way we could return the walker for a refund. They gave him the hemi-walker that was originally ordered and told him they couldn't complete a refund. I instructed him to leave both walkers at *****'s. As of now I haven't received a refund. Because the need for the hemi walker was time sensitive, I ordered one from amazon and it arrived today before we tried to return the wrong walker they originally sent us. The hemi-walker at ****** was $41 dollars. I believe they are overcharging our insurance company and then me, as well. This is not the reason for the complaint though. I am complaining because of a lack of customer service and them not willing to fix their own mistake. This company doesn't supply local phone numbers, so I talked to a national servic rep.

  Business Response

  Date: 03/02/2023

  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:02/20/2023

  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 trying to get CPAP supplies. I ordered what I needed but never heard anything so I finally called. After 20 minute on the phone it was determined that my SD card was needed for insurance info. I received an email from ******************************************** from a company called Adaptahealth (which I later found out purchased ********** ********) stating he needed me to mail my card to him in Tennessee. I tried to respond to his email stating I needed a blank card before i mailed the one out of the machine. The email was rejected by the receiptents email provider. I then called the number in the email. 3 of the calls I was told they would give him the message. A 4th time they actually transferred me to his voice mail. As I type this I still have not received a return call. I have had multiple issues with Community Surgical in the past with SD cards. They say the machine will record without it but I have had previous issues and will not use the machine without the card for fear of losing recordings. I originally had a machine that would transmit via a modem but when that machine failed ( at only 3 months old) i got a cheaper machine without that capabilities. This company is an absolute disaster to deal with and am hoping my insurance company will let me change companies.

  Business Response

  Date: 02/22/2023

  Hello,

  A team member will be assigned to investiagte this matter and contact the customer with our findings. Thank you for bringing this matter to our attention. 

  Thank you,

  The Resolution Team

  Customer Answer

  Date: 02/24/2023

  [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 has been 2 days since the business responded to the BBB but has yet to contact me. This is the same problem why I filed the complaint in the first place. It obvious they could care less about their patients/customers.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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.

  My husband, received CPAP equipment and mask on 12/21/22. After attempting to use the equipment for a few weeks we had to return it as it was making him claustrophobic, causing panic attacks. Given the fact that he suffered a stroke in June 2022 due to hypertension, we decided that any benefit of using the machine didn't outweigh the risk of elevated blood pressure potentially leading to another stroke. We returned the equipment on 1/3/23 to the same location it was picked up from. We received receipts for the return of the equipment on 1/3/23. We also returned 6 masks (nose pillows) on 1/6/23 for which we also have receipts. I also emailed Adapthealth on 1/10/23 asking to please stop sending out CPAP supplies as the equipment was returned on 1/3/23. On 1/13/23, we wrote a letter to Adapthealth informing them (again) that the equipment was returned. On 1/20/23, ********** processed a claim that Adaptheatlh submitted charging a rental fee from 12/21/22 to 1/20/23. I called ********** and spoke with "***" who called Adapthealth while I was on hold with him and he said that they would reverse the claim. Unfortunately, he did not get a name of the person he spoke with at Adapthealth. In an effort to make sure that Adapthealth was doing what they promised, I called on 2/1/23 and spoke with "****". She assured me that the bill would be reversed. This morning on 2/20/23, a charge appeared on my credit card for the $56.67. I am currently disputing the charge with my credit card but can only do so once the charge has posted to my account in 2-3 business days. I am concerned that they will continue to bill us despite us returning the equipment on 1/3/23.

  Business Response

  Date: 02/22/2023

  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

  Business Response

  Date: 03/06/2023

  Hello,

  
  

  I am sorry I did not respond sooner, but this complaint needs to be reopened because the company has yet again billed for another month of equipment rental on 2/20/23.  They refunded the coinsurance of $56.67 for the January bill but proceeded to bill again for February.  All equipment was returned on 1/3/23.

  Customer Answer

  Date: 03/06/2023

  [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:
  

  This company has yet again, billed my insurance for February rental for CPAP when all equipment was returned on 1/3/23.  Company refunded the coinsurance for ********* bill but have now billed my insurance for another month (February).
  
  Regards,
  
  *********************

  Business Response

  Date: 03/14/2023

  To Whom It May Concern,

  Our team has attempted to reach the patient directly with our findings. We will continue to reach the patient to share the update and resolution.

  Thank you,
  Corporate Compliance department

  Customer Answer

  Date: 03/17/2023

  [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:the business has NOT attempted to contact me at all.
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:02/15/2023

  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 had a cpap and ordered supplies. Thereafter I was notified that I was not compliant so I returned the machine and cancelled the order that was still pending due to insurance not covering the supplies because of my non-compliance. I cancelled the the order on 1/3/23 and the order was still shipped out on 1/6/23. I scheduled a *** pickup and I sent them back on 1/12/23 and I have the confirmation that they were received on 1/23/23 at 8:56 am, by ****** at the dock (*** tracking: ******************). A week later, on 1/30/23, $362 was deducted from my bank account. I have spoken to 3 different people. One said they received the supplies and I should see the money back in my account in 5-10 days; one said, there is no record of the return and I can call back with my tracking number to expedite the process. I did that and was then told that I have to wait for the warehouse to update their records and confirm receipt, which could take 2 more weeks, and I should call back each week to see if the return has been updated in the system. I’m extremely displeased with the scenario. And in the meantime, I’ve accrued 3 overdraft fees because I didn’t anticipate this sum of money coming out of my account. I’ve also sent emails through the Adalthealth website hoping that avenue might produce a resolution, however I did not receive a response.

• Initial Complaint

  Date:02/10/2023

  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.

  3/2022 an order was placed for a fully mechanical medical bed with foot extensions as I am 6ft1inch tall. The order was sent to Adapt health to fulfill the order. When they were delivering the bed I noticed they did not deliver the foot extenders I needed. Eventually they made an attempt to deliver a head extension, and I let them know at that time that it was not a head extension I needed, but a foot extenders. Ever since, they have not fulfilled the order correctly. Now, the issue I am facing is this unresolved issue has taken so long, and since I am getting ******** involved, adapt health is stating they don't carry foot extenders at all. Furthermore, I am unable to use another supplier since adapt health has taken all the funding for the bed. I don't get funding for another bed for 5 years now. I want to report adapt health's negligence in this matter in which they were unwilling to fulfill my needs with this order.

  Business Response

  Date: 02/13/2023

  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: 02/22/2023

  [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. 
  

  However, Adapt Health has not resolved my problem. They only stated that someone will be contacting me. At this time no one from Adapt Health has contacted me. Please let me know when someone will be contacting me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/09/2023

  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.

  Husband got a CPAP machine. Husband didn’t like CPAP machine and returned it. At the time he had the CPAP machine *****’s did not have the required masks so they were sent later. We returned the CPAP machine on May 18, 2022. After the CPAP machine was returned, we received the masks. We returned the masks unopened with a ***** label provided by *****’s medical. *****’s medical cannot locate the masks and continue to harass us about a $397 and 15 bill for said masks.

  Business Response

  Date: 02/10/2023

  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:02/08/2023

  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.

  Continually receiving calls about small overdue balance and requesting updated insurance. Have updated insurance multiple times and paid the overdue balance, but keep getting both phone calls. From a number that only comes up "Healthcare" and is spoofed to look like it's coming from Plymouth Meeting even though the rep always has a Filipino accent. That may sound xenophobic, but you know who else calls from sketchy, spoofed numbers with an unintelligible accent? SPAMMERS and SCAMMERS! And then they expect me to verify personal information and give them a credit card number! Seriously, with a $4bn market capitalization you can't pay someone in this country a living wage to handle these issues? While I wish for citizens of developing nations to have employment and income, maybe someone on the other side of the planet making 13 cents/hr just isn't compensated enough to care to do the job, or do it correctly. You ever think of that?

  Business Response

  Date: 02/14/2023

  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:02/01/2023

  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.

  ***************** is owned by Apapt health care. I’ve been trying for approximately 5 months to get my floor oxygen concentrator that goes from 5 ltr to one that goes to 10 ltr. My Doctor has submitted everything the company has asked for to no avail. I’m told I don’t have an account, I need to do pft testing, I need an oxygen saturation test, a 6 minute walk test without oxygen, they need the records from my last visit, all which has been done plus more. I could go on with what I have been told to do. I’ve placed many, many, many phone calls to straighten out this problem but nothing seems to work with this Company. I’ve been told that different supervisors would call, however they have not. I am at the end of my rope dealing with them

  Business Response

  Date: 02/08/2023

  Good afternoon, 

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department has reviewed the account and will contacting the patient shortly.