Business Profile

Medical Equipment

AdaptHealth

This business is NOT BBB Accredited.

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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:11/17/2023
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.
Their ability to communicate with clients is abysmal. A CPAP machine they sold me 4 years ago broke and it's been impossible to get effective communication from them, both to me and to my physician. I've had to call them multiple times a week for 5 weeks now. It's always a different excuse. No one's managing the situation. Do not do business with them if you're looking for professional treatment and effective service.
Customer Answer
Date: 11/20/2023
As of 11/20 this has been resolved to my satisfaction. Take no further action.
Business Response
Date: 11/28/2023
The complaint and patient account is being investigated, and someone will follow up with the patient shortly.
Customer Answer
Date: 11/29/2023
[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:11/16/2023
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 keep getting a bill for diabetic supplies from one order that got screwed up in billing. I get free medical supplies through my insurance and have called adapt health to challenge this bill 3 times. They can confirm that the same supplies sent out previously showed a $0 balance due. They always say this is on their end and they need to change the coding. Yet I am now getting bills showing past due with penalty fees.
Business Response
Date: 11/22/2023
Greetings & Hello.

We would like to thank you for bringing this matter to our attention. A team member has been assigned to investigate this matter on your behalf of the consumer and will be in contact with them directly with our team members findings.

Thank you,
Corporate Compliance Department
Initial Complaint
Date:11/16/2023
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.
Back in April of this year my Doctor signed me up with **** ******* ******* for a C-Pap machine. It was no cost to me I was told that insurance would cover all cost of it. As of August 1st my employer switched insurance company's and I moved during this time as well. Now I am getting charges that I owe $86.00 dollars a month. They are saying that is for the machine that was supposedly paid for from my old insurance company. I just bought the same machine for $413. due this. This is so wrong, and this is what is wrong with the insurance and Health care companies.
Business Response
Date: 12/08/2023
We apologize for any inconvenience caused to the consumer. The account will be reviewed, and a Resolution Associate will reach out to the consumer to discuss.
Initial Complaint
Date:11/13/2023
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 have been ordering Diabetes supplies from this company and a few months ago I called my insurance company with a question and in doing that I found out that They have been overcharging me (For a long Time). They said they have adjusted my bills and I have a credit of over $1,000. They said that It is my fault that I "Over Paid". I did not over pay. I paid what they told me that I owed! They will not send me back my money and they will not provide me with a detailed invoice. I have asked MANY times. All they will do is send me the total amount due. I want/need a detailed invoice that shows exactly what I owe! After taking advantage of me, I suspect they may be doing it again. I want my money back and I want a detailed invoice for what they claim I owe
Business Response
Date: 11/21/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Initial Complaint
Date:11/10/2023
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 fall 2019, I obtained a medically-necessary, doctor-prescribed CPAP from AdaptHealth (d/b/a Youngs Medical Equipment & Roberts Home Medical). In Sept 2022, my machine began making abnormal noises. I called AH & spoke with someone to troubleshoot the problem. After trying their suggestions over the phone, I was told my CPAP was "broken beyond repair" & required an out-of-warranty replacement. AH is in-network for my insurance (****), & their agreement is a "rent-to-own" arrangement: My co-pay is a monthly rental fee for a set number of months, after which the CPAP becomes mine outright. I received the new CPAP in Oct 2022. In May 2023 I became aware of 2 issues with the payments I made to AH in 2023: I was billed for a balance despite being covered 100% by my insurance, and I was charged multiple times for the same bill. I had already paid all bills except for 1 which I was contesting for these reasons. Since May 2023 I have attempted to resolve the issue via phone and email. The initial representative I spoke promised a call back which never happened. I escalated the issue & the specialist I spoke w/ was never able to resolve the issue. After sporadic emails & calls, in August she told me she was speaking w/ her supervisor & would get back to me but never did. Later, I received a bill for the outstanding payment I contested + $15 late fee, no acknowledgement that it was still in dispute. Also in August, **** told me they & AH have an agreement to repair or replace at no cost any CPAP that breaks within 5 years, as mine did. Based on this, I should not have been charged the 2023 rental fees I contested OR the 2022 rental fees I paid. I told AH this by email who did not acknowledge it. AH's invoices do not match my EOBs nor the charges on my card, so I don't know the exact amount I was wrongly charged but I believe it is at least $82.34, and I would like the outstanding bill + late fee removed. I can provide more details as needed.
Business Response
Date: 11/21/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer Answer
Date: 11/28/2023
[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:

The business has contacted me, per their response in reference to complaint ID ********. We are working to resolve the issue, and if we do I will consider this a satisfactory response.
Regards,

***************************
Initial Complaint
Date:11/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Adapthealth provides me with a medical device that I rent monthly. Every January I have to pay a large amount of the bill to cover my insurance deductible then after the deductible is met I pay my coinsurance amount on a monthly basis. In January adapthealth sent me a bill for $583.02 which I paid due to the amount going towards my deductible. In May something changed with adapthealth billing and they changed the billed amount for January. My insurance reworked the bill and the EOB now shows my insurance paid $616.25 and left me owing $108.75(which is my typical monthly coinsurance amount). The insurance company then listed I had not paid my deductible(for January) for the bill for May. Adapthealth then billed me for may according to my deductible amount of $604.32. The problem is that adapthealth was paid $583.02 by me and $616.25 from my insurance company for January and they are refusing to roll the credit on my account over to May's bill. For May I do owe $108.75 plus the difference in payments on January which would be a total $130.05($108.75+$21.30 difference of $583.02 we paid and the $604.32 billed for January). I have made multiple calls to adapthealth thru my insurance company and all parties agree that there is a $474.27 ($583.02 paid - $108.75 owed for January) credit on my account that has yet to be applied to the bill for May. There have been 3 attempts over the last 6 months to get this issue resolved and I am still being over billed. I have copies of the original bills and the original EOBs, the updated EOBs, as well as records of my payments and I can't seem to get any resolution despite everyone being in agreement of my accounts credit and the incorrect billing issues.
Business Response
Date: 11/20/2023
The account is being reviewed and we will reach out to the patient with a resolution.
Customer Answer
Date: 11/20/2023
[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 account was reviewed in June when me and my insurance carrier called adapt health on a 3 way call. We had other reviews/3 way calls on July 7th, August 4th, and November 17th. My insurance provider also contacted adapt health on November 10th. All of these attempts have failed to forward or refund the $474.27 credit on our account.
The last phone conference with myself, the escalation department at my insurance, and ***************************** at adapt health(ref#********). We were asked by ****** to trust in her to have this issue handled by today 11/20. The issue has not been resolved, the credit has not been forwarded or refund issued. My insurance company will be following up tomorrow 11/21 because the issue has not been resolved in the time stated by ************* Which is more time I have to spend to reclaim my $474.27 that's being held hostage by adapt health.
My insurance company has all of the 9 phone calls and 5 phone conference calls since May on file. After all of this, a simple "the account is being reviewed" is not acceptable.
Regards,

***************************
Business Response
Date: 11/28/2023
This was reviewed prior and was advised that the patient is not owed a refund, we moved the overpayment from January date of service to the May date of service like the patient requested. The patient now owes $21.30.
We will have this re- reviewed by our escalated billing team, and have a billing supervisor or manager reach out to the patient.
Thank you
Customer Answer
Date: 12/08/2023
[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 acknowledge a payment was moved from January to May and that we paid $21.80 for May immediately. However, moving that payment left January's bill short by $101.89. A representative reach out and told us they were moving a payment of $101.89 from February's bill to January's bill. Now we are left with a unknown bill for February. While part of my initial complaint has been resolved, I now have another unknown variable at play. I will not be satisfied and I will not accept this complaint has been resolved until all of the issues revolving around this complaint have been addressed and corrected. Fixing 1 issue and creating another issue is not acceptable.
Regards,

***************************
Business Response
Date: 12/12/2023
We will have our billing team review once again. however, when the patient spoke with billing the patient agreed with ******. We have resubmitted the claim after it was denied by the insurance. We have to wait to hear back from the insurance, until then there is nothing else, we can do. We will reach out once we have received a response back from the patient's insurance.
Initial Complaint
Date:11/09/2023
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 had a wheelchair delivered on 5/1/23 when I came home from the hospital. They asked that I have the check in hand to give it to the driver. I placed the check in the driver&#**;s hand that day. I keep getting bills from them although I sent copies of check #**** by ******** of ******** Credit Union for the payment of $11.92. I did what I was asked to do and the bill was paid on the date the wheelchair was delivered. I shouldn't have to pay the bill twice and do not want my credit destroyed because of this.
Business Response
Date: 11/21/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Initial Complaint
Date:11/07/2023
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.
Since August 2022 I have been a CPAP user. I was forced to provide a credit card (gave my HSA card) in order to even schedule an appointment for services. They told me 10 months and I owned the machine. (May 2023). They have taken payments from my HSA card without notification of the amount or what it is for. They cannot explain their billing procedures. They sent me documentation showing an 800. write off basically in June for the machine. I get new insurance in August they start billing them the "rental" fee again and just as of 11-6-2023 charged my insurance 1000.00 for "rental" I guess. When I tried to ask I was told that I obviously knew. Representatives speak over you, don't answer your question because they honestly can't as they do not know themselves. I had one threaten to brick my CPAP machine. That as far as I am concerned is no better than a death threat. You know they have said that to others. They have caused me so much anxiety over this **** thing. I just want ACCURATE billing. I got paperwork for assistance in paying the bill but then they turned it over to collections immediately so that was pointless. This company is frustrating as h*** My recommendation stay away.
Business Response
Date: 11/13/2023
Greetings & Hello.

We would like to thank you for bringing this matter to our attention. A team member has been assigned to investigate this matter on your behalf of the consumer and will be in contact with them directly with our team members findings.

Thank you,
Corporate Compliance Department
Customer Answer
Date: 11/14/2023
[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:
You call me daily up to 10 times a day. I am to the point I do not answer calls from you any more. Nevermind, I want every communication going forward from you in writing because I do not trust you.

Regards,

*****************************
Business Response
Date: 11/27/2023
Hello,
We are diligently working with our teams to help reply to you our findings in writing since we have been unable to reach you via phone.
Thank you,
Corporate Compliance Department
Customer Answer
Date: 12/09/2023
I responded. they still haven't resolved the issue. person I've been dealing with cannot even spell insurance let alone assist with billing

Business Response
Date: 12/13/2023
Greetings and hello,
We extend our
appreciation for bringing the matter back to our attention. Your concerns are of
utmost importance to us.
Please be advised that a
dedicated team member has been assigned to conduct a thorough investigation on
behalf of the consumer and has communicated our findings.
Thank you for your
patience and cooperation as we work to address this matter thoroughly.
Best Regards,
Corporate Compliance
Department
Customer Answer
Date: 12/23/2023
You are as worthless as AdaptHealth. I have responded. THEY are non responsive. Which is the main complaint. Great job doing nothing to assist. What is the purpose of your jobs again?
Initial Complaint
Date:11/06/2023
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.
AdaptHealth provided me with medical equipment as prescribed by my doctor. My insurance company, ******, agreed to cover costs of the equipment. There was a "co-pay" due after the insurance portion was covered. The original agreement with AdaptHealth was that they were to setup a "Hardship" program for me due to me being on disability and having a nominal amount of money every month for expenses. I repeatedly attempt to ascertain the status of this program to no avail. This past month I received a notification that AdaptHealth attempted to withdraw the past due balance. When I spoke to AdaptHealths billing department they then sent me paperwork to initiate the "Hardship" program through a government agency. The balance would be rectified after the approval was given and they canceled the autopay attempts for my credit card, which they have on file. I received an email acknowledgement of the autopay cancelation on October 27, 2023. AdaptHealth then proceeded to charge my credit card the full amount of the balance on November 2, 2023. When I called the billing department to seek restitution I was told that they would do nothing to rectify their illegal actions.
Business Response
Date: 11/21/2023
We do apologize for the inconvenience caused to the consumer. We have refunded the patient the money that was taken in error out of his account. We have also spoken with the consumer regarding his issues listed above.
Customer Answer
Date: 11/22/2023
[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.

Regards,

***************************
Initial Complaint
Date:11/05/2023
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.
- In October and November 2023, my family was charged for a medical equipment rental that was returned to the AdaptHealth in September 2023. - In both October and November, my family was charged $26.50, a total of $53 so far. - AdaptHealth was supposed to provide medical equipment rentals to my premature infant, then retrieve them as soon as we were done with the equipment, and stop billing us. This company ignored notification for retrieval and continues to bill us. - Our doctor sent AdaptHealth a notice that we were done using the equipment on August 18th, 2023. The company finally came to pick up the equipment on September 12th, 2023, after my doctor called again because the initial doctors notification was ignored by the company. When the technician came to our home on September 12, he had been instructed to drop off more equipment - I had to stop him and tell him that he was supposed to be taking away our equipment. I provided EVERYTHING we were renting back to the technician. In late September, we received a notification that we would be getting billed, and when I called AdaptHealth to dispute the charge, they claimed that I had not returned all of the equipment, but they would confirm with the local office and get back to me the same day. They did NOT contact me again, and we were charged for the equipment again. In early October, the company withdrew $26.50. The exact same thing happened the following month: in late October, we received a notification that we would be charged, I called the company, they said they would get back to me the same day but didnt, then we were charged again in early November. - I want a refund for the charges in October and November 2023, totaling $53, and I want to stop being billed by this company in the future.
Business Response
Date: 11/29/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.

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AdaptHealth is NOT a BBB Accredited Business.