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.
450 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:11/19/2022
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 wife and I received my ******** CPAP machine from Crest care that recently closed their business. Adapt Health bought them out so now we have to deal with Adapt Health. When my ******** CPAP machine was recalled and we attempted to get a replacement for Janice M***** (3/17/53) from Adapt Health and after several phone conversation attempts and 2 visits to their office the issue is still unresolved. After several months our issue being unresolved we requested out records be transferred to **** out of Mechanicsburg, As of 11/16/2022 the records still have not been transferred to **** even after Adapt Health stating they would transfer the records. Another phone call was made to Adapt Health while at the office of **** to find out why the records were not faxed to them and we were transferred several times. After speaking with 6 of more respresentatives the last lady we spoke with said my records were in front of her and she was going to fax them. She said she faxed the 1st page and since we were still in the **** office we asked if anything had been received. Afer all that nothing was still received. It is medically necessary for us to have our CPAP machine working properly every night therefore a recalled CPAP machine is inadequate and I need this rectified immediately. Since our health doesn’t seem to be of importance with AdaptHeath I need my medical records forwarded to ****.
Business Response
Date: 12/01/2022
We apologize for any inconvenience caused to the consumer. We have attempted to reach the consumer at the number provided, ************, but this was not for the patient. The patient can reach out to me, *********, at ************ to discuss his concerns.
Initial Complaint
Date:11/17/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to ********* Surgical Supply after waiting 9 months for a CPAP machine. I was told that they were not available. After once a month phone calls to make sure I was still on the list, they finally told me that they had one in stock. When I did go to the store to get the machine, the lady was kind enough to sit with me for about 30 minutes to explain its use. However, when I got home most of the information she gave me was incorrect and I needed to use ****** to figure it out myself. That, however, is not my complaint...I was charged 23 or 24 dollars, it's been so long I can't remember. They told me it was to cover "MY" cost of the machine. My insurance company pays 90%. It sounded reasonable to me so I paid with a credit card. About a month later I received a bill from a company called *********** for $37.00 or so, when I called them they told me it was my 10% of the bill. After about 10 phone to calls ***, no exaggeration, numerous hours and a major run around, I was NEVER given an explanation for why I paid ********* Surgical. My only conclusion is that they are double billing EVERYONE hoping that people don't realize it and keeping all the money. I know it is a small amount, but that is not the point! It is the principle! *************************
Business Response
Date: 11/22/2022
We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and will contact the patient.

Thank you
Business Response
Date: 11/22/2022
Good afternoon,
A member from our corporate compliance has attempted to reach the patient, there was no answer. We have refunded the $23.39 back onto the credit card provided by the patient initially. This was an error on our part with this specific insurance we should not have collected any copays. We apologize for our error.
Customer Answer
Date: 11/23/2022
[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 as long as the money has in fact been credited back to me!

Regards,

*************************
Initial Complaint
Date:11/14/2022
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.
Company: ****************, AKA ********. Billing Phone: ************. My account #*******. I have an inaccurate outstanding bill of a total of $390.57 with penalties being added each month. I had an account for **** supplies that I canceled 3 yrs ago both in person and via phone. The reason for canceling was my employment and insurance changed; I now work for ******** ***** in Ephrata, PA. My current insurance includes the CPAP supplies at no cost to me and on an automated basis. CarePlus keeps sending supplies without an order from a Physician and without my permission. I have not placed any orders. They are billing me while also billing my out-of-date insurance. Recently I returned an unopened package of their supplies that were delivered to a neighbor and then returned to me. I immediately returned the unopened supplies for which I am being billed. The shipments from them are identifiable and I have to open the box to find out who the delivery was from. They will not accept unused supplies and credit my account. In addition, I cannot tell the difference between their deliveries and the deliveries of my correct supplier. Care Plus knows my delivery schedule and fraudulently sends these supplies in unidentifiable boxes.I have requested written verification from them that they understand I want my account canceled and they will not comply. I would like my debt canceled an no further contact with this company. They are fraudulently billing me and my old insurance at the same time.
Business Response
Date: 11/16/2022
Hello and thank you for bringing this to our attention. One of our team members will be
following up and will be in contact with you.
Thank you
Corporate Compliance department
Customer Answer
Date: 11/29/2022
[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:
If the supplies were legitimate you wouldn’t be billing me because they were covered under my previous insurance at 100%; just as they are thru my current employer and new insurance.

Your billing me because the insurance won’t pay; because I don’t work at that job anymore and don’t carry their insurance. Or are you wrongly billing them too?
I get my supplies thru ******** Medical supplies via my insurance paid at 100%; I never get a bill and I never have to order because the supplies are sent automatically by a Physician from ********.
I cancelled your service in Bellefonte, PA. I also cancelled by email and phone.
Lastly, I sent the last full box of your supplies back; and you didn’t update the bill for the amount of those supplies. Your boxes are not marked clearly with your business name; and while I’m expecting supplies I’m unsure who they are from until I open them. That box was returned without opening any of the supplies.
You also sent masks with magnets that have been recalled and will not accept back. I did not order these supplies and you don’t have a physicians order to send them.
Regards,

*************************
Business Response
Date: 11/30/2022
Thank you for the additional information which has been forwarded along with all attachments to the
Revenue Cycle department. You will be notified once we have a response back.
Thank you,
Corporate Compliance Department
Initial Complaint
Date:11/06/2022
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.
On October 10 I placed and order for CPAP supplies from **** ******* a division of Adapt Health. I received an email on Oct. 19 informing me that they could not get pre authorization for the supplies because my insurance company requires a compliance report. I emailed the person back asking how to get a compliance reoprt. I sent two follow-up emails and never received a response. I called on Oct 21 and was told Adapt Health stopped recording my usage in April 2022. I was told to pull the SD card installed in the CPAP machine which records the sleeps data. I checked and no SD card was installed. I called back and advised them that there was no SD card installed. I was told an SD card with instructions will be sent to me. I received a letter with and envelope to send an SD card but no SD card. On Oct 24 I called and advised that I had not received an SD card. I was told an SD card will be sent. On Oct 28 I received a call asking me if I had received the SD card. I advised that I had not. I was told that it was shipped Oct 26 by ***. I asked that an email be sent to me with the *** tracking number, never received an email. I called back on Nov. 4 and was told that it was shipped Oct 31. I asked that someone contact me with the shipping information. I was told the compliance department will get back to me, have not heard a thing. What bothers me the most is that one ever gets back to me. One of the most unreliable companies I have ever dealt with.
Business Response
Date: 11/07/2022
To Whom It May Concern,
Thank you for sharing the concern of our mutual patient.
We first would like to apologize for the experience that our patient has had thus far with our company.

We will be contacting the patient immediately to get this matter resolved as quickly as possible upon our findings.

Thank you for your time.

A Corporate Compliance Resolution Specialist
Initial Complaint
Date:11/04/2022
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 affiliated with Adapt Health, **** ******* *******, has sent fraudulent charges to my insurance company and is billing me as well. I had many problems before with this company. As you can see by the attached apology letter, they have stated I am no longer using them and have taken care of the issue of billing me again. I did not receive any equipment from them as I use another provider as you can see by my EOB's I use ***** **********. This company is a fraud and billed myself and my insurance with ghost charges that do not exist.
Business Response
Date: 11/08/2022
We apologize for any inconvenience and per our billing department: Details: Patient is disputing the supplies because she is now using a different supplier - adjusted the bill.
Business Response
Date: 11/17/2022
As previously informed, the billing manager has adjusted any open invoices and patient has a zero balance. Correspondence has been updated and sent to patient.
Customer Answer
Date: 11/20/2022
[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:11/01/2022
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 had visited urgent care on 10/1/2022 and found out I needed a nebulizer to help me breathe. I sent community surgical supply in toms river the copy of my script, doctors notes, etc. That same day. They stated it is in process with insurance company. I wait a week and call, they state they never received the faxes from urgent care. I called urgent care to re fax and they did. Another week later I call lady says same thing. No way I know it was faxes. Puts me on hold and comes back states they do have all my paperwork. She states not sure why or who lost my previous paperwork and should have been through by now. States she will put a rush on this since I need it to breathe. Here we are November 1st and I still don't have my nebulizer. I keep calling and total mess. Lost stuff, don't know where my machine is, etc. This is unacceptable
Business Response
Date: 11/08/2022
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 ************.
Initial Complaint
Date:10/26/2022
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 issue with the company HealthLine (C-Pap equipment) started about a year ago. I ordered C-Pap supplies one time from them in Nov. 2021, per recommendation by my doctor's office. I received the order, but have since been billed for more orders that I have never received. I have called numerous times (between 20-30) to resolve the billing issue. I even went in person to their office in Arlington, Texas 3 times. I spoke to the manager (Ashley F****) one time in March, 2022 who told me the issue was resolved. I have since gotten routine bills for supplies that I have never received. My biggest issue is contacting someone within the company to help me. I have tried their regional manager, Darren W***** also. I have only received one call back in a year out of about 20-30 phone calls. I want to completely disconnect myself from their company. I have disconnected my credit card and any form of payment. I get weekly emails and bills about once a month. Again, the issue is communication. They will not speak with me and continue to pass off my phone calls. Their bills have turned into a form of harassment. I just want someone in the company to communicate with me until we resolve the issue.
Business Response
Date: 11/14/2022
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: 11/15/2022
[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 me on Nov. 14 and I talked with *********. We discussed the issues with no settlement. Her response to the year of poor communication and no call backs was, "I don't understand why you weren't called back". She said she would call back, she had some more questions. I was not able to take the call back that was made 10 minutes before they closed. She has not called me back on the next day, Nov. 15.

Regards,

***********************
Business Response
Date: 11/17/2022
We have worked with the consumer and will be refunding money owed to him. We do apologize for any inconvenience caused to the consumer. If there are any further concerns or questions, the consumer may reach me at ************
Initial Complaint
Date:10/18/2022
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.
A payment was processed on 5/5/22 and cleared on 5/8/22 from account ending in ****. Please see the attached and you will find “Young’s Medical ************ PA” to be listed with a successful payment of $140.51. On 5/5 your company attempted to auto draft this payment from account ending in ****. This attempted was declined. On 5/5 at 6:46am I processed a payment using account ending in 1115. I received an APPROVED email with the following reference and transaction number - ******************** ********* On 5/5 at 6:47am it looks as though a second payment was processed using account ending in 1115. I received a second APPROVED email with the following reference and transaction numbers - ******************** ********* Both of these payments were showing on my credit card as pending. On 5/5 I called to void out 1 of the 2 payments with an associate online. 1 of the 2 payments was successfully VOIDED. Reference number ******** was given to me and the charge cleared from my pending charges. The other remaining payment cleared on 5/8. Please see the attached for Young’s Medical ************ PA payment of $140.51. My account should NOT reflect a balance as I have already paid this. HOWEVER, my account remains to reflect a balance and the company continues to reach out via phone and email. I have provided ample information proving my payment, including my bank statement. I have have asked multiple representatives for assistance, have sent emails with all breakdown of details and proof of payment and NO ONE has provided any real assistance.
Business Response
Date: 10/20/2022
Good Morning ********,
My name is Sara, and I am contacting you from the Corporate Compliance office of Adapthealth.
Thank you for your inquiry, we appreciate the effort you made to contact our company and welcome the opportunity to respond to your request.

I would like to acknowledge receipt of your request on October 20, 2022, I have notified my team of the allegations; and we are working diligently to provide a resolution.
We sincerely apologize again for the delay in getting this resolved for you, and for any inconvenience this may have caused.
Please acknowledge read receipt or call ###-###-#### or email *****@adapthealth.com if you have any further questions or concerns.
Thank you,
Sara D* ** ****
Resolutions Associate, Corporate Compliance, AdaptHealth
E: **********@adapthealth.com
P: ************
adapthealth.com

Click here to view the AdaptHealth family of companies, *********************************

Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.
Customer Answer
Date: 10/21/2022
[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:10/18/2022
Type:Sales and Advertising 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 mother has been using this company for her oxygen needs since she was diagnosed with COPD. There has been a grievance filed by her insurance due to billing issues. They continue to put her account on hold, stating that she owes money when she does not. Not only that- to add insult to injury.. almost every single one of their customer service representatives are rude and have absolutely no patience. This company deals with a lot of elderly people, I assume. I’m not sure why they lack empathy and compassion. I’ve asked to speak to a customer service supervisor and the girl refused to transfer me to one. She stated that they would need to transfer me to billing AFTER I had been told the issue was already resolved. I had an issue with their customer service at that time and they refused to let me speak to a supervisor. The girl went so far as to try to tell me what my issue was. They completely ignored the fact that I wanted to speak to a manager about their crap customer service.
Business Response
Date: 10/19/2022
To Whom It May Concern, Good Morning.
We are researching this concern and will be contacting the patient within 24/48 with our findings an update on resolving this matter asap.
Thank you in advance for your time.
A Resolutions Associate, Corporate Compliance, AdaptHealth
Initial Complaint
Date:10/01/2022
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.
got my cpap 05/2021. i paid my rental monthly and on time. on 02/2022 i was told by my insurance that my 10 month rental was done and all paid for. contract was for 10month rent to own. billing department at adapt health also said i was done on recorded line when i called. on 04/2022 i get bills on my online portal, i called to clarify for why was i billed. i was told that it was posted late, that if i paid the bills $54 each, i would be done and own the machine. i conformed that i owned it and on recorded line they again confirmed. 06/2022 and 07/2022 i get bills again and they run auto pay on my filled card. each bill $54. by now i have paid a couple of hundred dollars out of pocket. i was told me again that if i paid, i would be done. i refuse to pay until they have conducted a review that shows i am done. billing department keeps noting that this is still under review yet i am constantly being called and harrassed. each time i point out that it is still under review they say "Oh, yes i see now we will reach out when the matter is resolved". then i get a call from the same person next day in which they totally forgot about it and i have to point out the note again!, they are totally clueless! insurnce provider assured me that i am done and that Adapt health is fraudulent in their billing of me! they even tried to say that since i changed insurance that i need to pay a new 12 months rental, i had the same insurance for 12 months with that machine, i only changed recently. they are illegaly charging me , sending letters 09/2022 of late fees on bills !! i was assured on the recorded calls that i would not be sent late fees while this is reviewed! i asked them specifically about it, they assured me! I AM SO DONE WITH THIS COMPANY! I JUST WANT OUT! THIS IS A NIGHTMARE! i sent them my insurance number so they can talk directly with them. I never got a resolution, they keep asking for insurance info which ive given more that 3 times! the same info each time!
Business Response
Date: 10/20/2022
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. The consumer can reach me, *********, at ************.

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AdaptHealth is NOT a BBB Accredited Business.