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:11/04/2023

  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.

  Adapthealth keeps trying to charge my card on file. However I owe them no money. I am insured under ***** and have called my ***** team and been informed that the charges attempted to be collected from me were paid in full by *****. I provided Adapthealth wtih my Explanation of Benefits showing this has been paid in full by insurance. They continue to try and charge me. I have to keep the card they have on file overdrafted to avoid any fradulent charges.

  Business Response

  Date: 11/14/2023

  We apologize for any inconvenience caused to the consumer.  We have corrected the account so that he will not be billed in error.  If any copay, coinsurance, or deductible is ever due an invoice will be sent to him by email notifying him of a payment being due.

• Initial Complaint

  Date:11/02/2023

  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 received and started using a CPAP machine from them in July 13, 2021 and made payments. The original contract was for 13 months of payments. Oct 19th of this year I just was considered to have paid off the CPAP machine. The CPAP machine I have retails for about $500-700. They have received over $3,000 over the past two years. When I called I was told that the original contract was with my first insurance and that as my insurance changed a few times because of job changes and losses that it restarted the clock on the payment contract that I had. I was never told that this would happen. I was never given credit for what the other insurances had paid or for what I had paid out-of-pocket. I was told there was no way to get any kind of refund of what was overpaid from the time I used the other insurances even though they did not count. I feel that both my insurance and I have been scammed out of way more money than the machine is worth.

  Business Response

  Date: 11/14/2023

  We apologize for any inconvenience caused to the consumer.  We will have her account reviewed and will reach out to her with a resolution.  

  Customer Answer

  Date: 11/24/2023

  The company reached out to me and has resolved the issue to my satisfaction. 

• Initial Complaint

  Date:10/30/2023

  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/******** is double charging and threatening seniors. I have gone over this with 6 different representatives noting that I had reviewed and had copies of all of the EOBs from ******************* my bank statements reflecting my payments and Adapthealth/******** mailed billing and online billing (which are conflicted), and despite them saying that they will look into this matter and agreeing that something is not right, I still received a notice that I am past due in the amount of $79.03 with a late fee of $15. I paid $47.83 for July services but did not pay the $15.60 yet. They are trying to bill me again for full price in July and still want the $15.60 as well. I was covered by ******** starting in August 2023. As of September 2023, I have been covered by ****** ****** Dual Plan and therefore have not received any other billing other than this one. If they would adjust the billing to reflect the $15.60 I will pay that as that is legitimately the only amount I owe. The billing is overly confusing and threatening. For people who are ill or are seniors, I believe that this is done intentionally to confuse and take advantage of those who cannot figure out what they are doing. I do not understand why they cannot send one bill per month, other than to confuse people. I would also like to note that I was put on automatic payments from my bank account even though I never requested it or agreed to it and had to call in twice to get this removed. The first time I was told that I had no choice and the second time I demanded to speak to a manager and had to inform her that it was illegal to take my money out of my account without my permission before it was finally removed. I also was receiving phone calls and texts demanding payments just as I received the bills and sometimes before I did and had to demand that they be stopped. All very aggressive collection methods and terrifying if you think you are going to lose your oxygen if you do not comply.

  Business Response

  Date: 11/06/2023

  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:10/26/2023

  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 May 2022 Charged 50% deductible *** Plan is 20% since march 2021 Rep said because of Covid I only paid 20% When it came time to reorder - rep. said I must full balance due. Had paid 20% ded. and still owed $35.00+Next order I paid 20% deductible and yet they still tired to double bill me! This was resolved. I am assuming when they were transitioning to their current location - there were disgruntled employees with whom I dealt with. Spring of 2023 double billed which was not reflected on current billing

  Business Response

  Date: 01/19/2024

  We do apologize for the inconvenience caused to the consumer.  We have reached to him to discuss his concerns.  I will have his account reviewed by our billing team to make sure that we billed correctly.  If any adjustments are needed, we will contact **************** to advise.

• Initial Complaint

  Date:10/25/2023

  Type:Product 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.

  Adapt Health sent me a CPAP machine that malfunctioned. They said they would send me a replacement machine. The replacement machine they sent had 1900 run hours on it, and Adapt Health admitted in an email that it was refurbished. I have spent hours on hold to get a resolution, and promises from Adapt Health to call back have gone unfulfilled. My insurance company is under the impression that they paid for a new machine. I would like Adapt Health to send me a new (actually new, not used) CPAP machine and apologize for the inconvenience and stress they have caused. I'm filing a fraud claim with my insurance company.

  Business Response

  Date: 10/30/2023

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

  Customer Answer

  Date: 10/30/2023

  [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 company has claimed they would reach out to me for the last 2 weeks. They do not follow up with patients. I am not the only patient waiting for a response. I am filing a fraud claim with my insurance and a complaint with the state attorney general's office. I will also contact my local elected officials. 

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

  Business Response

  Date: 12/14/2023

  We apologize, but we show that this issue was resolved 11/2/2023.

  Customer Answer

  Date: 12/22/2023

  [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:10/23/2023

  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.

  Adapthealth has been the scummiest medical provider I have ever worked with. As a diabetic in need of the supplies they provide to live, they have treated me without care and put me in horrid situations. With an active prescription their shipments are always very late. My insurance covers all of my prescriptions but they still charge me the same amount they charge my insurance. They currently owe me over $1000 that they charged and I did not authorize, and insurance paid them. They were paid doubly for my supply and still will not return my calls or give the phone to someone in the United States  to help me. If they do not respond to this with resolution I will have to pursue legal means.

  Business Response

  Date: 10/24/2023

  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: 10/25/2023

  [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:
  Besides a message that they are reviewing the issue, they never did anything.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:10/21/2023

  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 got CPAP from my doctor and they sent me to a local medical supply. They set me up with Adapthealth. I had to give them a credit card # to sign up so that they could bill me monthly for 12 months until my unit was paid for. They billed the first 2 months like they said and then a large payment was taken on the 3rd month. When I called to ask what was going on, they said I didn't understand the payment schedule and that the unit was mine now. They called ALL the time even though I told them I didn't need supplies. Some time after signing up my bank changed owners so I got a new debit card, they couldn't auto-draft me anymore. I was not interested in re-enrolling in auto-pay so in July I ordered my supplies through an app, got them and as soon as I got an email notification for my balance I mailed a check direct from my bank. Shortly after I mailed the check I got another bill. I assume they have to bill separately, so again I sent a check for the balance direct from my bank. I kept checking on my adapthealth account online to make sure they posted the payment. Eventually they did but end of August I started getting emails "auto-pay declined". I didn't understand because I hadn't ordered anything since July (which was already paid for). After investigating I realized there was a new invoice for supplies for 8/10/23 billed to my BCBS which goes to deductible. I did not order or receive these supplies. I would have realized what was going on a lot sooner if I HAD received another box of supplies. I can't get anywhere on the phone, they don't respond to emails and they keep trying to auto-draft a non-existent credit card. I have an outstanding balance for supplies I didn't order/get. I want this balance cleared up so that it doesn't end up on my credit due to it going to collections and I don't want this company to contact me any longer once this is cleared up.

  Customer Answer

  Date: 10/25/2023

  I finally got a call back from someone at the company who said they were with the billing department.  The way they bill is not how they are supposed to bill but that's why I have 3 total invoices now from one DOS.  They shipped me a 3 month supply on 7/10/23, but only billed me for part of them.  The 8/10 and now 9/10 dates of service are for the remainder of the supplies they didn't bill me for on 7/10/23.  **** pays for 6 filters per 3 months and 6 masks per 3 months, but for some reason Adapt bills 2 filters and 2 masks per month.  But ships them all at one time.  This complaint is now taken care of for me - I'm not sure if there is something further that needs to be looked into as far as their billing practices.  I know you can't ship supplies one month and bill them in another month with ********* but I don't know that **** has the same guidelines.

  Business Response

  Date: 10/26/2023

  Good Afternoon, 

  This account is being reviewed, and we will reach out to the patient shortly. 

  Thank you.

  *******************;

• Initial Complaint

  Date:10/11/2023

  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 was recommended to Adapt Health to get a CPAP machine by my primary care provider. I received a reservation with ***** ******** Medical Equipment, and was told very clearly that they were in network, and that the CPAP and the filters, masks, etc. would all be covered on my insurance. They also gave me an estimate on the cost both monthly and ongoing. It was perfect. The representative even said that my insurance was fantastic... the rate was really low compared to other's insurance. A month later, I start getting notices that my insurance would not cover it, and that an invoice was coming for the (almost) full amount. Wait, what changed? What happened?? After hours and hours on the phone, I figured out what Adapt Health was doing. They submitted the claim to my insurance from ***** ******** Medical Equipment, not from Adapt Health. Well, **ME is out of network, and not covered. So, I called **ME & Adapt Health and asked what was going on, and why did the initial estimate get it so wrong? The phone representative said, that they would resubmit the claim in network, not out of network. WAIT WHAT? How is that possible... ? Turns out, they would then just submit it through Adapt Health - not through **ME. The reason they submit the claim through **ME first is to get more of the payment than if it were to go through my *** insurance. This is fraud. Simple fraud. They are doing it in the hopes of getting me to pay what the insurance company won't pay... even though they promised me it was in network and covered by my insurance. When I asked the agent (whose name was **** btw) if this was their standard procedure for the way they billed and she hinted that it was. They are regularly billing people fraudulently. If they complain? They then run it through AdaptHealth and "fix" the "mistake"... but this is their normal operating procedure. Guaranteed. And it's disgusting. Older people who don't understand, will pay out unwittingly.

  Business Response

  Date: 10/19/2023

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

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair 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 rented a sleep apnea machine from AdaptHealth. The machine was not working properly from day one. I called them numerous times to try and figure it out. However, they didn't do anything. After constant struggles I returned the machine, and was promised that they will stop charging me for the services. The machine was returned in July, but I am still getting charged as of 10/10/2023. I just received an email that another charge will follow in a few days.
  
  They refuse to stop the charges, and refund my money since July. I do not use their services, not have any of their equipment. I was promised several times for the charges to stop, but it never happened. I do not have an account number, since it was never provided to me, but I have a phone number that I used to contact them - ************.
  
  They have treated me extremely poorly, and they refused to take care of me and the problems I had with the equipment. I was never late for any of the payments. When I tried to get this resolved, they were rude and told me that there is nothing that it can be done and there is no way to stop the charges.
  
  
  Thank you for your help.

  Business Response

  Date: 10/16/2023

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

  Customer Answer

  Date: 10/16/2023

  [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 nobody has contacted me and I would like a refund of my money for the months that I have not used the service. 
  
  
  Regards,
  
  
  
  *** ******
  

• Initial Complaint

  Date:10/09/2023

  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.

  The company is trying to charge us for supplies we did not order. I’ve been on the phone for the past two hours, talked to management, customer service reps, and the fulfillment center. I am being told that I ordered the supplies online and I don’t even have a account set up on line. I’ve asked for invoices, tracking numbers, and name of who approved the orders but was only emailed one tracking number so far. Talking to fulfillment I told them I didn’t receive a order in July they said I ordered. I was told they would reship the order. I told them the order isn’t needed because I am trying to get my new cpap machine I’ve been trying to get almost a year. I am unable to get my cpap because my account is put on hold. They put my health in jeopardy over a bill for $160 that I didn’t even order.

  Business Response

  Date: 10/13/2023

  Hello, 

  The account will be reviewed, and we will reach out to the patient, shortly. 

  Customer Answer

  Date: 10/17/2023

  I am still waiting for the company to review my account and contact directly. Do I wait for them until I respond I accept or do not accept the resolution?

  Customer Answer

  Date: 10/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  The company just called and asked if they could clear up these charges by using the card of mine they have on file. I answered no. The man that called would not give his name when I asked for it. All their calls state they are recorded so they should be able to provide verbal proof from us of anything they say we’ve ordered. I don’t have an online account and they say I’ve ordered supplies online. I am rejecting this response because still to this day no proof of what they say I ordered has been emailed to me even though that is what I have asked for. I am still unable to get my new cpap because the account is still on hold. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 10/25/2023

  This complaint was handled by ***** through billing resolutions. The resolution is accepted. Thank you