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:09/26/2023

  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 use Adapt health/ ******** for my CPAP supplies and I have given them my insurance information for both insurances and they still charged me for me CPAP supplies. I asked them for a refund since I have had the insurances all the while the only thing I did was add an insurance. I never took any off yet they have charged me 240.00 for supplies that ARE COVERED UNDER MY INSURANCE. They (the billing company) accept the call but then when asking for the information to confirm me they get it all and then never answer any questions and just leave you in silence saying it will take a while. I asked for a supervisor and they ignored my request. I need these supplies but I do not need to pay for them because my insurances cover it.

  Business Response

  Date: 10/16/2023

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

  Business Response

  Date: 10/16/2023

  We show that this issue was resolved.

• Initial Complaint

  Date:09/25/2023

  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.

  To Whom It May Concern: I would like to file a complaint because I was informed to sign a brace order form "guaranteeing" that the product will be paid 100% by my insurance while at Dr.****'s office in Sugar Land, TX. However, that's not the case and I have a deductible from the order as told by AdaptHealth. I kept insisting that I did not want the brace while at the Doctor's office since I already have one, yet the medical staff insisted that it was "fully covered by the insurance" so she told me to sign the order form and take it. This is like a scam and now I am liable for something I did not want. I tried calling Adapthealth customer service, but they would not accept refunds/returns so now I am stuck with a bill that I did not authorize. I would like the bill to be adjusted so that I have a zero balance since I did not authorize the order. Thank you.

  Business Response

  Date: 09/27/2023

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

  Customer Answer

  Date: 09/28/2023

  The busniess have resolved my issue. Thank you.

  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:09/19/2023

  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.

  Patient ordered CPAP supplies from ***** healthcare (AdaptHealth) on 12/28/2022, order number *******. A date and timestamped order confirmation is attached to this case. The ********** **** ****** deductible for 2022 was fully met at the time of order placement. ***** delayed processing the order in a timely fashion, and billed insurance on 01/04/2023, 2023's deductible was not met, causing the order to hit a new deductible. In addition, the provided address for ******* was a new address, but did not update the patient records, so billing statements were sent to a previous address and not received by patient.Patient found a bill for the first time on 9/19/2023 and contacted billing immediately. Adapthealth agent provided statements to patient via email totaling $274.49. Going over the statements and time stamps on a phone call with agent, both parties realized this charge was due to the year change even though the order was placed in a previous year via website, and that patient was never informed of pending charges since the order address used on Verus' website did not update the patient records appropriately.In addition, (2) additional invoices were generated for February and March billing line items as a rental code, when patient has no rental units or agreements for rental units.In summary, AdaptHealth declined waiving the charge, while patient believes that AdaptHealth charged without proper notification that insurance had changed due to their untimely order processing delays. Had patient been notified that their insurance was charged in the year 2023, patient would have requested cancellation. There are also (2) invoices coded to rental, while patient has no rental unit or rental agreement.This BBB is a formal request for AdaptHealth to waive the patient charge due to untimely delays in processing during the year the order was placed, as well as address the rental line items in (2) invoices.

  Business Response

  Date: 09/21/2023

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

  Customer Answer

  Date: 09/22/2023

  [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:
  
  This response simply is a thank you for contacting them.  There is no substance, action, or resolution provided by the company.  They have not yet reached out to me directly resolve any complaints, and until a compromise is reached, the BBB case should remain open.
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 12/14/2023

  Hi BBB Team,

  Just this week we reached a settlement and everything has finalized this morning.  We're all good here, in large part thanks to the efforts of the BBB.

  Please change the case status from unresolved to successfully resolved.

  Thanks,

  ******************* / *****************

  Business Response

  Date: 12/15/2023

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

• Initial Complaint

  Date:09/18/2023

  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.

  Returned items that were never asked for on 8/7 (Verified delivery by ***** I was autobilled $106.72 for the unrequested items. It's been over 6 weeks and nobody at the company can help me. Billing bounces me to Resupply, who then says Billing should have resolved.

  Business Response

  Date: 10/09/2023

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

• Initial Complaint

  Date:09/16/2023

  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.

  never delivered all required eqpt prescribed barley able to speak to anyone & when I do I never get the same answer twice send me surprise invoices after month of service never picked up eqpt after making 2 separate appointments to do so

  Business Response

  Date: 09/19/2023

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

• Initial Complaint

  Date:09/15/2023

  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 am being threatened and harassed by provider plus for the last 6 months. By phone calls and letters .I called ****** ********** they have said I have no co pays on my monthly equipment yet provider plus keeps sending me bills .I also have ks. ********.yet they now say I owe with late charges $96..18. I have explained to them several times to turn this into my insurance companies. And they haven't.my account is ******* I do not owe any Bills nor money to them. My coverage is zero co pays. Untied health care as well has never received any calls from them for this .

  Business Response

  Date: 12/11/2023

  We apologize for any inconvenience caused to the consumer.  The open balance on the account billing to the consumer has been adjusted.

• Initial Complaint

  Date:09/14/2023

  Type:Product 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.

  ****** ******* has been the absolute worst medical supplier I have encountered. From the beginning they have been awful. Orders aren't filled. They can't figure out paperwork within their own systems or find documents sent multiple times. They are requiring things not required by the prescribing physician or health insurance. I get repeated reminders or refills, text yes I want it refilled. Fill it out online. Then have to call when they haven't done the refill in a timely manner and I am almost out of supplies. This happens every time I order. I recently switched pumps. Input an online order for Continuous Glucose Monitor supplies only. Didn't get them. Called and was told the paperwork is invalid. I asked what was invalid and they couldn't answer. I explained it was ******s job to obtain the necessary paperwork in a timely manner, not mine. I asked for a supervisor and was told none were available. I asked to be added to a call back list. They had no clue what that was. I said over and over I only wanted the ****** supplies. A week later I got an box from ****** and it's filled with items I did not order. Not only that the internal boxes were open and spilled all over the shipping box. I put in a return request. No contact from ******. A week later I put in a complaint on their website which says they will be in touch within 1 business day. No contact after 4. Any charges for the ****** supplies need to be refunded immediately. I've been told over and over the problems are growing pains. We are far past that, the company can't do its job. Let alone do it well. There need to be major overhauls of SOP, trainings and execution of duties.

  Business Response

  Date: 09/18/2023

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

  Customer Answer

  Date: 09/21/2023

  [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've given the company 3 days to reach out independently and they have not. This being taken to upper management is suspect as notl action has been taken on the return submitted or complaint directly to the company. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/22/2023

  Hello,

  Following up on this as I rejected the business response. I was called on 9/29 and I told the person all contact must be through email or the BBB Complaint. I've received no further contact from the business nor BBB. 

  Thank you for providing an update.

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

• Initial Complaint

  Date:09/14/2023

  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 June, I began receiving bills from Legacy Medical. This is the order:June 1 $6.47 June 6 $12.94 June 14 $25.88 June 27 $25.88 I was out of town from June 7 - 27. When I returned and saw all these statements, I called the phone number for billing questions **************. I spoke with *****. He told me that I could pay this online, and confirmed that the $25.88 would be the end of billing, as I would then own the nebulizer. I paid online on July 12.I continue getting bills. I spoke to ****************, as my online account had not updated the day after I paid, and she asked for proof that this had been paid. I went to my bank, got a copy of my statement with this transaction on it, blocked out my account number, and sent her a screen shot of the paper. I contacted Clover a week later when my online account had still not been updated. She did not seem to recall any of our conversations or exchange of emails, so I sent the statement again.I am now getting phone calls every day stating my account is over due. I spoke with *********************** at the company on Monday, September 11. She could find no record that the had been any transaction or communication about this payment, so I sent her a copy of the statement from my bank. Today, my daily phone call has added a late fee of $15. I am still waiting to hear back from ***. She said she would call me when this is resolved.

  Business Response

  Date: 09/19/2023

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

• Initial Complaint

  Date:09/14/2023

  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 charged a medical bill for a Walker by Adapt Health. When we received the Walker in the hospital on 6/3/23 we were told by the hospital that we were fully covered and that no additional charges would be billed. Months later we received a bill from Adapt Health of $147.50 for this Walker. We called and explained that *** Hospital told us I was eligible for the walker and it would be fully covered. I offered to return the Walker as I am 96 years old and on a budget. Adapt Health I told me that they will they not accept a return as we have had the item for months and insist that we owe the money despite me telling them that the hospital said we were completely covered. Adapt Health is now using a Collection Agency named ******** ******* to request payment including additional late fee charges. We have called ******** and explained the circumstances by which we accepted the Walker but they continue to call and send letters. We feel that we should not be responsible to pay as we were told that we would not receive a bill for the Walker. The bill was received months later which makes it impossible to return. We are being harassed by a collection agency.

  Business Response

  Date: 09/18/2023

  We apologize for the inconvenience the consumer has encountered. A team member from our corporate compliance department will have the account reviewed and contact the patient to discuss our findings.

• Initial Complaint

  Date:09/14/2023

  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.

  On July 7th 2023 - I submitted and oral and written request to replace a defective CPAP machine that was provided to me Feb of 2023 due to a defective modem. After receiving a notice for payment or compliance, I spent over 30 minutes talking to agents ( Original Agent: *******, Supervisor: ****, and Compliance Rep: ***** to identify a long-term solution. I advise them that I would not be able to go to a location during regular business hours due to the fact that the machine was not communicating this is not something that I had to do with my previous machine. I have since followed up with a second email and call on July 26. We are in Sept and I have still not heard back regarding a replacement.

  Business Response

  Date: 09/20/2023

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

  Business Response

  Date: 09/22/2023

  We have reviewed the patients account but have been unable to reach her.  We will send her a letter.