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:12/06/2023

  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.

  Adapt Health Billing Department charged me for an item I did not receive. I called Customer Service and they instead of rectifying the issue and crediting the account, they charged me again! I have now been charged twice for an item I never received. They continue to add new charges to my account even though I no longer have any of their equipment or continue to use their services.

  Business Response

  Date: 12/12/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:12/06/2023

  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.

  My mother in law is in need of oxygen. She has a portable oxygen container for now, but her doctor would like her to get oxygen in her house, so that she can walk around her whole house without having to carry the portable oxygen tank. This business is TERRIBLE!! #1. Community Surgical Supply representatives said they would bring her an oxygen tank yesterday. They kept switching the hours that they said they would deliver the tank. The tank never came. #2. We have called several times to ask when the tank would be delivered, we were put on hold and transferred from dept. to dept. to no avail and no answer to our problem! This is day 2. Still waiting for a call or for them to deliver the tank! This is the most unprofessional business I have ever tried to work with in my life! No answers, no phone calls back! Are they even in business? Also, if any of these reps have family members in need of medical supplies, I feel sorry for them, because I do not know how people can treat people like this that are in need of medical supplies. Good luck to their family members on surviving!!

  Customer Answer

  Date: 12/08/2023

  The company did come and give us the oxygen machine. But, it took 2 whole days and no response to our phone calls that we made to the company. 
  I just want people to know how this company operates and that you might not get your medical equipment you need in a timely manner. They need to let customers know what is going on. Don't promise a delivery date and time if you can not make the deadline.

  Business Response

  Date: 12/15/2023

  We apologize for any inconvenience.  We have sent email request to the email provided in this grievance to obtain patients full name, dob and current address.  Once received, will forward to upper management to review her account.

  Customer Answer

  Date: 12/18/2023

  [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:12/06/2023

  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.

  I received a bill from AdaptHealth for $360 for August, but I didn't have a product. I turned in the equipment in June. Someone on ********'s end forgot to sign paperwork that I no longer had the medical device. this issue was resolved. However, they are still charging $75 for May although I've already made a payment. I've sent banking statements to three different people to prove this. They didn't follow up with me after I sent the statements. They are also inconsistent with their billing practices, which is confusing. When I've called there is always a different story. Sometimes they bill me a month ahead other times they bill me a month behind. I believe there is a mix up with AdaptHealth and ******** communicating about my payments.

  Business Response

  Date: 12/12/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 12/22/2023

  [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 had filed a complaint against adapthealth (case number: ********) and he recently received a letter in the mail stating that they will charge me for a payment that was already made. This payment was for 5/7/23 and the payment was made on 5/23/23. I have emailed 2 individuals with bank statements showing that the payment was made and have not received a response back. I 

  I had my payments set up as automatic pay and they still state that this was the month I never paid. If I need to I can also send you the bank statement showing that it was paid!

  
  

  They have also been contacting my mother whose account was on file as a secondary contact. They have not contacted me but will often call my mother several times a day. She has requested for her number to be removed but they refuse to do so. 

  
  

  I am unsure what I can do as they are now stating they will take the money out regardless even though I have done my part. I will attach below the bank statement to show the payment was made. Thank you and let me know if you require anything else from me.

  
  

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

• Initial Complaint

  Date:12/05/2023

  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.

  I am writing this complaint after starting to do business with ********* Oxygen and CPAP which is part of AdaptHealth. I have never been so furious about a company who couldn't care less about its customers especially for a device they absolutely need. ****** or ***** or whatever her name is was the rudest person I have ever spoken to. She is the Operations Manager? This company is owned by AdaptHealth who I cant believe such a huge company would do the patient neglect they did and the way they treated me because I have a traumatic brain injury and seizures. My mom who drives me since I cant, drove an hour to pick me up and and 45 minutes back to drop me off before an hour ride home. FOR NOTHING!!! Avoid this business at all costs. Never choose them for your CPAP and oxygen needs. or anything else. They were very rude, the 2 people at the center. The CPAP training takes a few minutes. I have used a cap machine for over 10 years and it was time to get a new device. I felt like I was a burden on them from the minute I walked into the door. Snotty looks from staff and especially the Operations Manager ****** (she doesn't know it but her info is being put online for any other customers who have issues with her. I even asked her for the phone number to her corporate office and she REFUSED to provide a customer a higher level of management she lacks. Keep an eye out on other sites. She is going to be blown away what I dug up. ADAPT HEALTH - You're operations manager is making you look like you have an incompetent company. I have text messages to be there at 2:30pm. I arrived and was told to leave. Nice customer service huh? I'd rather see ***** then to ever go to any Adept Health locations. Since I have access, if they don't call me within 3 days I will be sending this to each and every board member. (**** ********. 3 days. Desired settlement:?Contact by the business; Callback by the upper management on their leadership page. NOT anyone else. 11 more sites to go.

  Business Response

  Date: 01/02/2024

  Thank you. We have received the complaint and worked with the patient.  We show that this issue was resolved. 

  Customer Answer

  Date: 01/03/2024

  [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 had called a few weeks ago asking to cancel this complaint and was told it was going to be I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  this company went above and beyond what any company would possibly do to make me immediate apology letter, a letter from corporate apologizing and the lady I spoke with (*****) who also apologized. I was satisfied a few weeks ago and everything had been slow. I think this overlapped with the holidays and people taking some time to be with their families  This c company once they realized the way I was treated was wrong and did everything in their power to help me after the initial complaint. PLEASE disregard and I am at fault for not making sure this complaint was cancelled, but I guess I slipped through. This is an A company every day of the week.  am and was satisfied ti the core. My apologies to Adept Health who is the main company not only Oxygen CPAP and supplies. I'm sorry you were not able to cancel this the day I called to cancel this complaint. Adept Health you guys were on the ball and I appreciated the gesturesnojce again. Sorry you received this. This is ab A-A+ company. Thank you. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/05/2023

  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 was referred to Adapthealth by the Rehab Hospital I was in ********* Health Rehabilitation. They ordered a hospital bed with a gel mattress for me because I could not walk up my stairs because of a broken neck, left hand and severe leg contusions. They delivered bed on October 7, 2023 without the gel mattress. I called delivery man and was told " Its back ordered and would be any day now. Three days pass I call the company and they claim it was never ordered and I had to get my PPC doctor to send in a new order because the original request they can't find. He sent the same day. I could not sleep on what I received a hard box spring and a hospital bed and slept on the floor on top of a sleeping bag. I still do not receive the 3" gel mattress and call the following week. I'm then told I owe $17.47 for the bed and they will send the mattress over. Another week goes by, no mattress. I receive a call from accounts payable about the $17.47. I tell them I'm not paying it because I did not receive a complete unit and they can just pick it up. Next day I get call that they have mattress and can deliver it. I refused and again told them to pick up. A week later I called again and told them to come get it again they bring up the bill. I told them again I'm not paying, they threated to send me to collection. They finally picked up after about 3or 4 weeks from the time I received it. I receive another bill call again last week was on the phone for over an hour and transferred to 3 different people. Again I explain to them I never received the mattress and I'm not paying. Again they threaten collection agency, I tell them I'm going to the internet and bash them on reviews. They told me to do what I want. Now I received this letter yesterday which I uploaded. I'm sure they billed my insurance company and I will be contacting them today again because I already gave them a heads up. Let me know what if anything you could do.

  Business Response

  Date: 12/11/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:12/05/2023

  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.

  I was sent home from the hospital with a oxygen machine they also sent a portable oxygen machine to go out in public. I recovered from illness and I called them to come and pick up there machine. A man came and picked up everything and left. The company emailed me a bill and I investigated why they said I had to pay for the portable machine, I called them and told them there employee picked everything up. I told I can’t turn something in that I don’t have. They won’t investigate there inventory to what happened they continue sending me bills. I keep calling and they won’t look into it. I told I would have to pay until I die because I don’t have it,they then I would just pay until I die. Awful company they won’t do anything to help resolve this. I am not going to pay for something I don’t have.

  Business Response

  Date: 12/13/2023

  We apologize for any inconvenience caused to the consumer. We will investigate the issues she had listed and follow up with her.  

• Initial Complaint

  Date:12/04/2023

  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.

  In August 2023, I contact the local office of Adapt Health in Lynchburg, VA. I advised them that I was in need of CPAP supplies and wanted to get established as a customer. The local office advised me that I would need to speak with someone at the 800 number, so she transferred me. The person I spoke with at the 800 number for Adapt seemed less than proficient when taking my information. She took some very basic info and assured me that someone would call me to get more info and help me place an order. No one ever called back and a couple of weeks later, a box of supplies showed up at my house- wrong supplies and not what I needed. I called Adapt Health back and advised them of the shipment. They were unable to find a record of the order and told me they could not issue a return auth, bc there was no record of the shipment. I was told to discard or donate the supplies. A couple of weeks later, I receive an invoice for these supplies. I called Adapt Health back to dispute the invoice, and was basically passed around within the company. One person tells me I need to speak with supplies, then another refers me to billing, and then another tells me I must speak with someone at my local office. Interestingly, I was contacted by someone at Adapt Health in October "in reference to my recent request for supplies" and they were calling to get me set-up as a customer and place an order for me. They asked me to provide several documents, including a copy of my CPAP prescription, my last clinic note from my PCP, and proof of current machine usage. (Note: None of this was requested or provided back in August.) I have since received 3 invoices from Adapt Health related to the mystery order sent back in August. No one is able to help me resolve this issue, and I have placed at least 8 calls to Adapt Health. I am asking that the current invoice be cancelled, or I can make the payment and have it credited 100% to a future order. I do not want this bill to go to collections.

  Business Response

  Date: 12/12/2023

  We apologize for any inconvenience caused to the consumer.  We will reach out to her to discuss the issues she has notified you of and work towards a resolution.

• Initial Complaint

  Date:12/04/2023

  Type:Order 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.

  ****** Medical Supplies/Adapt Health mailed me an invoice for $1456 for my insulin pump supplies (lifesaving supplies they wouldn't ship until I only had two days' worth left and basically begged them) saying my insurance (****** ***** * *****) wasn't in effect at the date of service, even though they have my insurance listed on the invoice. They say they filed a claim with my insurance company, but ****** ***** * ***** hasn't received any documentation at all from them. ****** says it's against their policy to send the bill "again," and they’ve already begun charging me late fees for my supply order even though it's never been processed by insurance. They are unhelpful, bordering on hostile, on the phone. To avoid late fees, I reluctantly agreed to start a payment plan and paid the first installment of $208 on 11/30/23. After speaking with ******, the **** rep said ****** ended its contract with them in May and therefore they're out of network and I owe the full amount and there's nothing they can do. However, I would still like this claim to be formally filed through my insurance, even if it's going to be denied, and I should have some out of network benefits that would cover at least a portion of this bill. I've submitted an appeal to **** (even though there was no actual claim for them to deny) in the hopes of facilitating better communication between the two companies. Also, ****** says there's no self-pay adjustment and I owe the full amount that they would charge the insurance company, which I'm not sure is legal. They say they received a denial from **** in writing, but they aren't authorized to release it to me, so I doubt that document exists. In October, before they shipped my supplies, ****** assured me that my bill would only be $25, which I would be charged after receiving the shipment. My life quite literally depends on my diabetic supplies and I feel like I'm being extorted.

  Business Response

  Date: 12/13/2023

  We will have the account reviewed by both our billing and diabetic team. Someone will reach out to the patient shortly. 

• Initial Complaint

  Date:11/30/2023

  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 got a ***** machine from AdaptHealth back in August 2023. I was initially told when I order the machine, that I would have 3 payments of under $80 to pay for the upfront cost of the machine. From there the payments were supposed to drop to around $60 per month to rent the *****. I have paid them $78.01 on 8/29/23, $78.01 10/2/23, $100 10/11/23, $78.0 10/16/23. I have already paid them ******. I returned my ***** machine 11/1/23. They tried to charge me again this month. I have paid well over what I initially approved them for. Now they are saying I agreed to paid $500 during the first call they made to me when I ordered the machine. I did NOT agree to that. If I had been told how much it was to rent the machine, I never would have got it. When I called and explained this to them, they would not do anything but say I still owed them money when I do not. Once I continued to argue with them, they said they would review the original recording of the conversation. I called back over 8 hour later and asked if they had reviewed the recording. I was basically ignored and continually told I still owe money to them. They will not listen, nor will they tell me what the original recording said. I know for a fact I did not agree to what they are claiming.

  Business Response

  Date: 12/04/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 12/07/2023

  [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:
  I have yet to hear anything from the company in any way. They have not done anything to work this out.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 12/12/2023

  We apologize, but we show that this issue was resolved. 
  

• Initial Complaint

  Date:11/27/2023

  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.

  Absolutely incompetent and ridiculous. I've been being billed since August 2023. I get calls and texts CONSTANTLY asking me to pay bills even though my insurance covers 100%. They keep saying insurance will catch up and they will refund the $40 I already paid, but that never happens. I keep just receiving daily calls saying I owe them money. Every time I contact them it's the same story. Now they are denying that I paid the $40 and saying they never promised to refund it, but they'll apply $9 to a future bill. THERE ARE NO FUTURE BILLS BECAUSE I SHOULD BE `100% COVERED. I'm sick of being told I'm entitled to a different number of supplies every time I reach out. I'm sick of getting a different excuse every time I reach out. I'm sick of being harrassed CONSTANTLY for money I do not owe and will never owe because my insurance should be paying the bill. It's been four months of **** trying to deal with these imbeciles and I don't even think I'm getting the supplies that are covered. I just want someone to fix this constant billing/insurance issue and get me the correct supplies.

  Business Response

  Date: 12/04/2023

  Thank you. We have received the complaint and will work with the patient to get this resolved.