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: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

• Initial Complaint

  Date:10/09/2023

  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 bought a ******* Stair lift from ********** Medical Equipment (***** Medical Supply) in June of 2022. My contract with them stated that within the first they would come out and check the stair lift to make sure that everything was okay with it. I contacted them in June of 2023 per our agreement. After numerous phone calls I was told they no longer service or repair this stair lift. They are in breach of our contract, and I was never notified that they were no longer servicing my chair lift.

  Business Response

  Date: 10/13/2023

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

  Customer Answer

  Date: 10/20/2023

  [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:10/09/2023

  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.

  10/07/2023 In the amount of $296.24.This charge amount was deducted from my Debit Card without my given permission and without my knowledge. When I contacted the company they told me it was an accident on their part and that it was in regards to a bill from January 2023. I was also informed that this bill was actually suspended back then because someone failed to run it through my health insurance. I was told that the person that took the money off the card was not even from their companies billing department and that he was going to escalate it to a higher department and they would call me back within an hour. I was not called back within a 3 hour timeframe so I called them back myself but was informed that I could not be transferred to escalation department and that the notes that they were reading in regards to the issue was going to take several business days for them to look over the matter and what had happened. All the while it does not solve my problem, a bill with someone else is due today by 5 and my service will be terminated if not paid, and its because this company took all the money I had left on my card. I live on a small SSI check from month to month and have no other way to get the money. This company has never before taken a payment without contacting me first until now.

  Business Response

  Date: 10/12/2023

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

• Initial Complaint

  Date:10/06/2023

  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.

  I visited with them and they said they could order some diabetic shoes for me and they took all the necessary information and they would contact my insurance company. I paid $30.00. My insurance declined because they used a different company. I called my insurance company and they stated that adapt health never contacted them regarding the diabetic shoes. Now they are wanting me to pay $340.00. I have attempted return the shoes and they will not even talk to me anymore. The last time I spoke with adapt health they stated that they filed it wrong with a special code Location is at ******************************************, Springfield Mo. *****. I would like to return the shoes and I am willing to walk away from the $30.00 I can not pay $340.00. I am having great trouble getting ahold of someone to talk to.

  Business Response

  Date: 10/16/2023

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

• Initial Complaint

  Date:10/04/2023

  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.

  I’ve been receiving financial assistance through AdaptHealth for ****** supplies for a few years. Each year I have to reapply, with proof of expenses and income. In Dec. 2022, I mailed application with documentation via USPS to AdaptHealth. I didn’t hear back and then received a bill early in 2023. I called and was told my application was not received. I sent a 2nd app., but with fewer receipts, since original paperwork was lost or in storage (I have been unhoused since mid-2022 and unable to keep all papers on-hand). This was also not received. A 3rd mailing in the spring was received, but was denied. I called during this entire process, explaining my situation, the difficulty of gathering all the papers over time and keep track of it, given my space was limited to my vehicle and been suffering from increasing cognitive/memory difficulties. I had an unpaid bill during this time, that I last spoke to them about in August, telling them I was in the process of accumulating all my receipts again, explaining my situation. I said I should have it all put together in a couple weeks, and asked if I need to worry about the bill going to collections during that time. The person I spoke with assured me I wouldn’t have to worry and that it would be noted that I was re-submitting the application and documentation. Last week, I sent the packet, but I also received a notice from a collection agency. I immediately called about it, but when I was transferred to billing and explained, they put me on hold for 20 minutes and never returned. This adversely affects my credit rating and my other aid, not to mention added stress-effects on my health. To make matters worse, AdaptHealth will not continue sending my needed ostomy products while this bill is disputed. When I run out of product, I have no way to stop the waste materials from spilling out all over. To say this is a nightmare is putting it mildly.

  Customer Answer

  Date: 10/16/2023

  Since filing this complaint, I have received via postal mail, a reply to my recent re-application for financial assistance with this business. The reply stated that I qualified for 100% coverage of out-of-pocket medical expenses. This has been the case for some years, and would have also been the case at the start of this year, had they received my first application renewal that I sent December 2022. Given these facts, I am still asking that they retract the bill that was sent to credit collectors (in opposition to what they told me by phone), and that they retroactively apply this qualification for 100% coverage to that bill and all others this year. 

  Business Response

  Date: 11/13/2023

  Greetings & Hello.
  

  A team member has been assigned to investigate this matter as of October 23, 2023, this matter has been resolved and our findings have been sent to the customer.
  

  Thank you,
  Corporate Compliance Department

  Customer Answer

  Date: 11/13/2023

  [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 email response I received from the company simply said that they acknowledge my complaint and have resolved it. However, no one ever contacted me about my complaint, what I need in order to consider it resolved, nor what they think they did to resolve it. 

  Although I did receive a notice of approval for the last financial assistance application I sent in, I was not informed whether they were honoring it going back to previous bills, whether they still expect me to pay any previous bills from this year, or whether they have dealt with the one bill they sent to collections. 

  I also have not received a new order card for new supplies, and have had to use old supplies saved from some years ago, that are not as effective. 

  I have tried to contact them by phone, both calling the person listed on the vague email I was sent, and by trying to contact the billing department. I was unable to contact anyone.

  I would like a phone call from the company (during the afternoon, PST) that all this can be discussed and resolved.
  
  Regards,
  
  *************************

  Business Response

  Date: 11/15/2023

  Hello,

  It was brought to our attention by our billing team, the billing matter has been handled and the patients balance was adjusted, and this matter has been resolved.

  Thank you,

  Corporate Compliance Department

  Customer Answer

  Date: 11/24/2023

  [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 coupled with a prior call to the company, the issue has been resolved.

  I had finally been able to get in touch with the billing department and found that my bill had been cleared up and I could begin reordering supplies. The response is satisfactory, however, the effort and stress and time needed to accomplish it, was not. I am fine closing this complaint, and hope that I do not encounter this issue again.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/02/2023

  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.

  September, 2023 ******** ****/********, an AdaptHealth company called, emailed and texted me MULTIPLE times throughout August and early September to get me to re-order my cpap supplies. I told them that I was waiting on a new cpap machine and did not want to order until I received the new machine. They continued to call, email and text regardless. My new machine was being ordered through AdaptHealth and I called them to make sure this was in my insurance network, since I was unfamiliar with that name. They reassured me they were a part of ******** ****, and coverage would be same. So when they called me AGAIN to order supplies for my current machine I went ahead and said yes since it looked like it might be awhile before receiving the new machine. I then received the notice from my insurance company, *****, that I would be billed for Out of Network Provider, since ******** **** was not in network. I would be responsible for around $361.00. Now, in order to not be billed for supplies received from ******** ****, who now admit they are Out of Network, I have to return unused supplies. This means I will have NO supplies for my cpap machine until I find an In Network provider and get supplies ordered and delivered. I do not want to be billed for ANY supplies from ******** **** and feel they should be held liable for the cost of the supplies sent due to their aggressive sales and deceptive practices. If I must return these supplies in order to not be billed, then I will not be able to use my medical device for Severe Sleep Apnea.I feel if a company is this aggressive in contacting people to order supplies then they should be aware first if they are even in the insurance company network. I believe they did know they were not In Network for ***** at this time because they know exactly which supplies I was even eligible to order due to coverage requirements.......

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/09/2023

  As of this date the company has not reached out to me.  I do not want to accept their response as there has been no resolution. 

  Customer Answer

  Date: 10/17/2023

  [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 been contacted by the business in reference to complaint ID ********, and find the resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:09/29/2023

  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.

  We submitted full payment 3/12 for account ****** through **** (AdaptHealth online payment service)AdaptHealth says they never received Per their request to expedite the investigation I provided proof of payment that included the following.1. Date of payment 2. **** email confirmation, 3.Date & proof of bank withdrawal, 4. **** proof of delivery to Adapthealth with the following included a. Trace number b. Processing date **** has also paid claim. I’ve made numerous attempts to contact them via email and phone with no response. No one is aware of the situation, my documents are not in file, and I’ve been asked to send email after email providing the same information over and over without resolution Refund or billing adjustment is satisfactory Requested documentation 

  Business Response

  Date: 10/04/2023

  We apologize for any inconvenience and currently have upper management reviewing this account.  We will contact the patient once completed

• Initial Complaint

  Date:09/27/2023

  Type:Order 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 contacted me on 8/21/23 to share the durable medical equipment ordered and delivery date. AdaptHealth told me to pay $270.04 on 8/21/23, and then told me to pay $104.04 on 8/24/23 before equipment was delivered. On 9/7/23, they also charged me $20.88. I asked why I was paying more than 20% which is my coinsurance before claims were submitted and why it was so much but could not receive an answer. I was also told the insurance companies do not normally cover the shower items and that I was responsible for paying for the transfer bench (*****). Please note I paid over $350 before any claims were submitted to my insurance. I was told I could be reimbursed once all of the claims and explanation of benefits (EoB) were processed. Therefore, I have been waiting for them to submit claims to my insurance. I have seen claims submitted to my insurance have processed and the claim for the left arm trough (*****) was rejected because it did not include authorization or certificate of medical necessity. I reached out to the rehab hospital, and they confirmed the medical necessity and referral was provided to AdaptHealth from them. I also have not yet seen a claim submitted for the transfer bench - the item that AdaptHealth told me to pay for as insurance companies don't normally pay for it. I have contacted AdaptHealth multiple times and received at least 3 reference #s where the representatives are trying to engage/escalate to the claims department. I have been told about the claims process could take 30 days but that is an AdaptHealth issue. The reason I say this is because I went to a medical provider on yesterday and they processed their claim the next day where I can see the EoB status via my insurance app. I need assistance with getting the claims submitted correctly for the left arm trough (***** - DOS: 8/25/23) and the transfer bench (***** - DOS: 8/24/23). I want a refund/reimbursement for what was paid out of pocket but was covered by insurance.

  Business Response

  Date: 10/04/2023

  We apologize for any inconvenience and have management reviewing this account.  we will contact the patient once completed.

  Customer Answer

  Date: 10/05/2023

  [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 issue remains unresolved. I received a call from AdaptHealth to advise what is taking place, but they are still waiting for other departments within their company to complete specific actions to ensure it is positively progressing.  I am anticipating another call next week to see if all is progressing in the right direction.
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 10/12/2023

  Per our billing department:

    It takes 7 - 15 days to notify Insurance and then Insurance will send document to review team for verify the document and reprocess the claim, usually Insurance rep suggest us to follow up after 30 - 45 days, as it is normal processing time.

  Customer Answer

  Date: 10/13/2023

  [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 AdaptHealth is still submitting claims with missing information which creates denials. For example (attached), the claim for the transfer bench (***** - DOS: 08/24/2023) was submitted incorrectly which caused it to be denied by the insurance company due to "***: Appropriate modifiers are not submitted on the claim. Please submit a corrected claim with the correct DME modifiers."  I have not yet received my follow-up call from the AdaptHealth escalations representative who mentioned she would be my point of contact. However, I left a voicemail message on her mailbox today.  The left arm trough claim (***** - DOS: 8/25/2023) was processed successfully on 10/9/2023. As referenced earlier and attached as a screenshot, the claim for the transfer bench (***** - DOS: 08/24/2023) needs further attention by AdaptHealth's Claims to resubmit correctly. I am asking AdaptHealth to further assist to resolution. Thanks!
  
  Regards,
  
  *********************************
  

  Customer Answer

  Date: 11/15/2023

  On, 11/15/23, I called *************** (******* East) to see if any claims have been submitted for the shower transfer bench (*****) after the denial on 10/5/23. As of today (11/15/23), the *************** representative stated a claim for the shower transfer bench (*****) with the correct DME modifiers has NOT yet been received.  Please note the shower transfer bench (*****) is the last item that needs to be processed. This way we can see all that was covered by the insurance, and I can be refunded what I paid (out of pocket) before the insurance claims were ever submitted.

  Business Response

  Date: 11/24/2023

  Per our billing department,:   They spoke with the patient’s wife and per her request refunded
  the card for the full credit of $263.07; they left $1.54 to cover the remaining
  balance they will owe for dos 11/24/23. They will make manually payments for
  the rental going forward.

   

  
  

  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:09/27/2023

  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.

  History of billing nightmare:1.I ordered tubing & humidifier chamber + masks on 5/19 from Premier medical equipment. 1a.When I ordered via phone Premier told me I had to pay before they would ship, they never asked this before. 2.Med-equip or adapthealth bought Premier and I started getting bills from them.3.I called the # on the bill 3x to try to get this straightened out, I have no idea what the status is as no one got back to me. ************************* is one name, I did not get the other 2 as I did not think I had to. Emails sent on 8/29 with proof I paid that ****** asked for. 4.Another bill arrived on 9/? With a seriously past due message so I sent email to ************************************************************************* on 9/9 with more proof I paid.5.There is an item on the bill for $10.01 for a A7031 FACE MASK INTERFACE which I have no idea what that is.5a.I NEVER ORDER ANYTHING FROM ADAPTHEATLTH(MED_EQUIP)Update on above:They adjusted the bill after my 4th try (someone took time to look at it). I keep getting a 10 bill for A7031 FACE MASK INTERFACE, i have never order anything from adapthealth, it needs to stop.

  Business Response

  Date: 10/04/2023

  We apologize for any inconvenience and have management reviewing this account.  We will contact the patient once completed