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

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  AdaptHealth

  34 E High St Pottstown, PA 19464-5427

• 

  AdaptHealth

  1039 Bern Rd Wyomissing, PA 19610-2009

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2022

  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 have attempted for 2 months to resolve an ongoing billing issue with community surgical supply - 3 online submissions via their "contact us" (filled out form and completed the CAPTCHA and met with the confirmation screen it went thru). Last week I was able to finally call in, on my first day off this year and spoke with an agent. She conveniently said she noted there was no notes in my account from my submissions in, so is the website not working? Resolve this issue clearly if this doesn't work for people who cannot call in. I am getting charged for two items that were RETURNED to their facility that they sent to me:1. Invoice #**** DOS: 3/15/2022 Item: ***** - CPAP TUBING 6FT SMOOTH Cost: $10.85 2. Invoice #**** DOS: 3/15/2022 Item: ***** CPAP CHIN STRAP Cost: $10.46 I am returned these items to them, unopened due to the fact that I never requested the chin strap, I never have used one and the 6ft tubing was the INCORRECT TUBING FOR MY MACHINE. I called in on 3/24 and requested these be returned and I received the label and they were shipped back via **** Due to it being almost 5 months ago - I *believe* the tracking number was ****************** based on my records. If they also review their records, they can see on 3/24 when they sent me a return label a correct tubing order was placed for my device (climate-line air tube) with a order number #*******.The second issue is a partner or new owner of community surgical supply sending a bill to me for $10.63 from "AdaptHealth Company", first ever bill of this company I have never heard of as apart of my CPAP therapy stating I was overdue and to remit payment. The account number is not the same as my account with Community Surgical, invoice numbers do not match, amounts do not match with any bills and my insurance has no claims with this company name. I requested multiple times for explanations of this bill with no response. The agent on the phone only could tell me is they were the new company

  Business Response

  Date: 08/26/2022

  We apologize for any inconvenience caused to the consumer.  We are working with her and our location, Community Surgical Supply, to address the billing on her account for the returned supplies.  If further questions arise, please reach out to me at ************.

  Business Response

  Date: 09/02/2022

  The balance on the consumer's account with Community Surgical has been adjusted to $0 for the supplies that were returned.  The invoice that was received from Community Surgical, an Adapthealth Company, for $10.63 are for supplies received on March 24, 2022, and May 17, 2022.  If the consumer still has any additional questions I, *********, can be reached at ************.  We do apologize for any inconvenience.

  Customer Answer

  Date: 09/06/2022

  [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:
  
  I have asked for copies of these bills (detailed on what they are for) over 3 times now which I have not received.  The invoice received doesn’t explain what the items are for and I’ve always paid directly to community surgical supply and this is the first time getting a bill from them. 
  

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

• Initial Complaint

  Date:08/12/2022

  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.

  Adapthealth has been fraudently billing ******** for services they did not provide **** have attached all the paper work including all the prior issues.What concerns me most is how many SENIOR CITIZENS have they scammed with FRAUDULENT BILLING to ********.

  Business Response

  Date: 08/19/2022

  Per our billing department: Product:Billing Only - Standard wheelchair
  
  Invoice number/DOS: 08/04/2022
  
  Rebill/Retract/Ins Contracting Question:Retract refund
  
  Invoices need to be suspended? Y/N
  
  Comments: ins rep calling about the dos 08/04/2022 pt mentioned that the wc returned already Nov. 2021 we tried to confirmed to pt support and it was confirmed returned so they are requesting to get a refund back to ins. and informed 4-6 time frame and Submitted to for retraction/refund. 8/17/22

  Customer Answer

  Date: 08/22/2022

  [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:
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/10/2022

  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.

  The business double charged me for a service that was not provided. Once on March 14, 2022 and again on April 14, 2022. I reached out for an itemized statement and was provided one which shows the double billing but they would not waive the charge. Once the charge is waived I will pay the balance in full. However, instead of waiving the balance they turned me over to a collections agency which is UNACCEPTABLE. I want to issue resolved or report to my insurance company as fraud for the double billing.

  Business Response

  Date: 08/30/2022

  Thank you for reaching out to us regarding the concerns. We will contact the patient to assist.

• Initial Complaint

  Date:08/03/2022

  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.

  adapthealth has been repeatedly calling me and has sent me a letter stating that they need my child's updated health insurance information. When asked what provider they are working for, they state that it is for my kid's "medical equipment". My kid does not use any medical equipment. Despite asking them to look into this (is someone else using my child's name and health insurance to get medical equipment?) and deleting any information they have about my child in their system, they have done nothing. I called and asked to speak with a manager to get my child's name removed and report this as insurance fraud, and I was put on hold for over 20 minutes at which point I hung up.

  Business Response

  Date: 08/08/2022

  Hello, 

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance will reach out to the parent. Unfortunately, without the name of the actual person whose account is in question we are not able to look up any information.  

• Initial Complaint

  Date:07/28/2022

  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 have received a bill for $254.98. I do not know what this bill is for and I have not received items from this company at my residence in Vancouver, WA. I have attempted to call billing and accounts many times and have been met with much frustration and passing the buck, without any resolution. On 7/28 I called in the AM and spoke with a man in billing at an offshore call center. He said the package was not sent to me and that I should call USPS and track the package, but would not give me a tracking number so I could investigate. He told me medical equipment was shipped to me, but not to my home in Vancouver, WA. He did not know what to do so he transferred me to a medical account rep by the name of Charles H******. I explained the aforementioned situation to Charles and was told it was not his job, he could not help me and this was a billing matter. I told Charles on a recorded line that I do not want anything from Adapt Health, I have not been receiving items from adapt health and I want all billing rescinded as they have sent me something I did not request or receive.

  Business Response

  Date: 08/04/2022

  We apologize for any inconvenience and have sent to upper management to review.

  Business Response

  Date: 08/17/2022

  Per our billing department:   I show no payments were made on this account to refund but I have adjusted the balance on both patient and insurance. Account has zero balance.

  Customer Answer

  Date: 08/18/2022

  [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:
  I need to ensure both bills are zero and that you remove me from your database. I will be satisfied and close.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:07/25/2022

  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 was prescribed a CPAP machine in July 2020. The machine was paid off in 2021. I had not received a bill in over 1 year and then their company merged with another company and their billing got very messed up. They sent me a bill again after a year of paying the machine off. I call (over an hour wait time on average) and the billing rep states it was a mistake and they will reverse the charge and I should no longer receive any bills. They did not reverse the charge, I filed false charge through my credit card company and they reached out to Healthline or "Adapt health" and asked for proof that I owe this money. They were unable to provide this and my credit company refunded and reversed the charge. Then they billed me again the next month, spoke to the billing department and they said it was a mistake and to ignore the bill and they "fixed" the problem. I received a bill again this month now stating that I am behind on payments and stating they will charge a late fee and send to collections for something I do not owe them. Its a shame that this company is doing this as most of their patients are elderly ******** patients who wouldn't catch this false billing they are sending out due to their recent company merger/buy out.

  Business Response

  Date: 08/10/2022

  We apologize for any inconvenience and have escalated to upper management to review account.

  Customer Answer

  Date: 08/11/2022

  [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:07/21/2022

  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.

  This company has been sending my supplies for a recalled CPAP machine even after I cancelled Automatic Delivery on 1/3/2022. I have asked for a return label 6 times, they say they will send it and it never arrives via email. They are now billing my insurance company and receiving payment, which results in a co-pay for me.The bills keep coming even though I have tried to resolve this atleast 8 times. I am now getting calls from Debt collectors. When asking for Support team members, for their names and spelling of their names, they hang up on me. I have contacted my insurance company on this matter and when they tried calling this company, they experienced the same issue of getting hung up on. This is fraudulent billing issues and must be addressed.

  Business Response

  Date: 07/22/2022

  We apologize for any inconvenience and are working with upper management to research and contact the patient.

• Initial Complaint

  Date:07/20/2022

  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.

  Today i picked up six billings to my PO Box regarding two orders for cpap supplies. I do not recognize the company name or logo which these statements originated. I have emails for two orders I have placed with order numbers. However, this company has billed me for an order which I never made or received a confirmation that I made or supplies. They also have changed their name from adapthealth.com to royalhomestar.com. They are sending statements and request to payonline under a different name. I have made two purchases: 1. Received confirmation via email on 2/23/2022 for order #******* *** Complete System 1-size medium and *** Cushion 3-size medium for which I have been billed $40.40 2. Received confirmation via email on 5/28/2022 for order #******* ****** *** Cushion 6-size medium which I have been billed $44.00. I have been billed for a purchase on 3/23/2022 that I do not acknowledge placing the order nor receiving emails confirming the order or order number. I amount of the order is $44.00. What i find interesting is all six billing documents were in my PO box that i check daily. The latest bill/statement shows I owe $143.40 for three orders plus a $15.00 late fee. Again, i did not place one of the three orders nor acknowledge a late fee since I am now receiving all bills at one time. The previous company sent me an electronic statement with the payonline website where I would make payment. Whereas I was billed under a different company name, website and statement. I have never ordered from ************ Medical Equipment Company and unsure the relationship to adapthealth and royalhomestar. I DO NOT GIVE CONSENT TO BBB TO COLLECT USE OR DISCLOSE MY PERSONAL INFORMATION FOR ANY PURPOSE.

  Business Response

  Date: 07/26/2022

  Hello and thank you for providing this information.  Our apologies for any inconvenience.

  We have assigned one of our team members to follow up on your concerns and will be in contact with you

  Thank you

  Corporate Compliance Department

  Customer Answer

  Date: 07/29/2022

  May you please add this information to my record. I forgot to add that they have not sent an invoice for the two supply orders received.  In the past, I would receive an email with Invoice in the subject line where I could go to email and click a link that allowed me to a portal to make that payment. However, that was under ******* **********. The billing process under this new name is unclear. 

• Initial Complaint

  Date:07/15/2022

  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.

  My ******** CPap machine was recalled. I registwred with the company to receive a replacement. The CPap I was using stopped working soon after. I visited my pulomonologist who promptly requeated a new machine from my health care provider, Healthfirt manage care. My machine was approved in May 2022 and the prescription was sent to ********* ******** aka ***** ******. When I called ***** ****** to inquire about the progress I was given conflicting information each time. Besides being transferred continuously from one department to the other. I contacted ****************, the provider of the request (not sure exactly) and they were kind enough to let me know that ***** ****** stated in their notes that the prescription had not been filled because "they could not open the document". The rep at Integra tried callling ***** ****** and was also given the same run around. Integra is now facing the documentation that ***** ****** could not open in hopes that this will be resolved.I am being denied life-sustaining equipment because someone at ***** ****** does not know how to open a digital document.I believe ***** ****** is a subsidiary of ********* ******** because that is qhere the call gets routed to.At tjis point we still do not have confirmation that my approved cpap will be delivered as it should be. If they cannot I will have to start all over again with this process that took 3 months to be assigned another vendor In the meantime, my health is compromised more each day.

  Business Response

  Date: 07/20/2022

  We apologize for the inconvenience you have encountered. A member from our corporate compliance department will review the account and contact the patient