ComplaintsforAeroCare Holdings, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I really just want Aerocare to stop calling me. I have informed several people that I know how to order supplies on my own and I do not need a daily call reminding me. I have asked over and over to stop contacting me. My voicemail is full of Aerocare's daily reminders that they sell CPAP supplies and I need to order them from them. I will actually no longer order from Aerocare just because of their annoying practice of harassing calling.

  Business response

  06/26/2024

  We apologize for any inconvenience caused to the consumer.  The consumer has been added to the Do Not Contact list for supplies.  

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been harassed for the past 2 1/2 weeks. They call every day trying to get me to pay for a balance insurance has already paid for. I've emailed the billing department to ask them to update my account since Tricare has already paid, they have not done anything to rectify the situation. Every time they call me I have to explain the situation over again and they say they will add it to my file but they never do. I've even talked to a supervisor who said they will make sure they will stop calling me for payment since insurance is paying, yet I keep getting calls every single day because they are trying to get paid twice for the same invoices, once from me and once from insurance. I previously was set up for autopay with them and they charged me even though insurance had already paid for an invoice, and it took over a month and constant follow up for me to get a refund on the charge they never should have charged me to begin with. Now since I'm off autopay, they keep harassing me for payment despite my insurance company is paying them.

  Business response

  06/21/2024

  We will review the patient's account and get back to them with a resolution. 

  Customer response

  06/21/2024

   
  Complaint: 21805648
  
  I am rejecting this response because:
  

  I will not consider this matter closed until they have actually updated previous insurance payments to my patient account. 

  
  Sincerely,
  
  ***********************

  Business response

  06/25/2024

  Hello,

   

  This patient has been in communication with Rose one of our patient financial services advisors and has responded to the patient on 6/21/24. Our pre-estimated charges were explained to the patient. We received a response from the National billers and the patients account has been updated and invoices have been adjusted. The patient has ****care primary -Active-duty Family members plan which covers 100% of the allowed amount. There is no patient financial responsibility. 

   

  If there is any additional questions, please have the patient contact our billing ***** The patient's account has been noted and adjusted. 

  Customer response

  07/03/2024

   
  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. They have adjusted the previous "past due" invoices that were actually paid for by insurance. However, a new invoice has been added to my account. If they follow the same pattern of refusing to update insurance payments to my account and harassing me to pay for this new invoice or future invoices, I will need to file another claim with the Better Business Bureau and the FTC. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Dr prescribed me a portable oxygen concentrator (POC) in the summer of 2022. AeroCare is the company that filled the prescription and billed my insurance company Humana/Medicare. They have been billing my insurance monthly for a new POC. They keep giving me used POCs that only last up to 2 months before needing to be fixed as something stopped working. Every time they would need to fix it I would be without a POC for up to 6 weeks. They claim they cant get a new one as their company policy doesnt allow it unless every single one they have totally breaks without being able to be fixed. A new battery should last me about 4-5 hours on 2 liters but Im lucky to get 1 hour out of a full charge. Their only solution was for me to buy spare batteries out of pocket which costs several hundred dollars each. Im tired of having to always take it in to be fixed and having to go without oxygen all because they refuse to order a new one. Yet they are happy to charge my insurance for the price of a new one.

  Business response

  06/13/2024

  The ******************************* will contact the patient and get the issue resolved.
  
  

  Customer response

  06/13/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company harasses their customers. I get my CPAP supplies from them because this is who my doctor works with. I have complained to my doctor several times. I have been begging my doctor to change companies. Im currently looking for a new doctor due to this company. Here is what they do. When they believe you need more supplies they start calling you, emailing you and text messing you, multiple times a day. I have had as many as 5 calls 3 text messages and an email all in 1 day. I have begged them to stop. I have blocked them on my phone but then they call me from a different number. If I order supplies then they leave me alone for a few months. But that makes me fell like I have to pay them to leave me alone. I always have several months worth of supplies when they start harassing me. And I can go on their website when Im ready to order more supplies. There should be laws against what they are doing but because Im their customer (not by choice) they have every legal right to harass me.

  Business response

  06/10/2024

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

  Customer response

  06/10/2024

   
  Complaint: 21790330
  
  I am rejecting this response because: they tried contacting me again about supplies over the past couple days.  I do not believe they will stop.  I don't want to hear they will work with me.  I want to hear they will leave me alone.  I see a new doctor on Friday.  Hopefully i will be moved to a different company for my CPAP and supplies.  Its sad I have to go to extremes to get a company to stop the harassment.  
  
  Sincerely,
  
  *******************

  Business response

  06/10/2024

  Hello,

  I sent to ************** an email today, June 10, 2024, because I tried to call him to listen to his concerns and to let him know I forwarded it onto the branch manager to investigate however he would not let me speak and hung up, so I emailed him instead to let him know what we are doing on our end to help resolve his concern.  We take the BBB complaints very seriously and make every effort to get them resolved in a timely manner.

  Thanks

  Business response

  06/18/2024

  Sending patient a letter stating, he has been removed from our contact list for reordering supplies however he still has an open balance which is another reason why we have been trying to contact the patient. We sincerely apologize for any inconvenience this has caused the patient. 

  Thank you.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My file or case has been ignore over a year. Do to their personal issues with the employees/management/suppliers. Every time I needed supplies I have jumped through their hoops for almost a year. Come to find out they were looking at my old machine numbers to be compliant and I have been compliant and need a new machine. They have not billed my insurance in over a year. I got no notice in the mail or no phone call, they send me to Bright Tree collections for ******. This company should not even be in business. I have been in medical billing and field over 30 years. Ive never dealt with such a horrible company with horrible employees. In which they will not ever let you speak to a manger, so I can tell them whats going on. I have not had supplies more than 6 months and my lack of sleep is due to their faulty products and service.

  Business response

  06/03/2024

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

  Customer response

  06/03/2024

   
  Complaint: 21757646
  
  I am rejecting this response because: Have not heard from them at all personally.  Received a supply order form I filled out and returned. But, I have done this 3 or 4 times in the past and it gets rejected within 14 days or longer due to payment and non compliant. Which I have stated they have not billed my insurance and I am compliant. I want a formal apology and written proof I dont owe ******.  Also, want my new machine and supplies.
  
  Sincerely,
  
  *******************

  Business response

  06/10/2024

  We just received the initial BBB letter on 06/03/24 and this is still under review by the branch managers and the billing managers which is why the patient has not yet heard a response back. I have also forwarded the 2nd BBB letter to the managers today, 6/10/24, for additional information to review. The patient will be notified with our findings shortly.

  Thanks. 

  Business response

  07/02/2024

  We contacted the patient to discuss her concern and have resolved the issue. We have also emailed a resolution letter to the patient today. The complaint has been resolved.Thank you.

  Customer response

  07/02/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Oxygen Concentrator, a mobile Oxygen Concentrator, and a CPAP machine through Aerocare paid mostly through my health insurance. I pay co-pay and non covered charges or supplies out of pocket.My problem is I receive monthly phone calls from Aerocare asking If I need replacement parts for CPAP machine. I answer, "not for CPAP machine, but I need replacement canula hoses for my oxygen concentrators."The Aerocare caller says, "that is different department I will transfer you." After I am transferred I am on hold for 5 to 10 minutes. Then the call is cut off by Aerocare.Or after I am transferred I wait 5 to 10 minutes to receive an automated message from a machine saying, "the number you have reached is no longer in service, Please hang up and check the number you have dialed." Then the message repeats.

  Business response

  06/05/2024

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

  Business response

  06/11/2024

  The complaint has been resolved. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was prescribed a CPAP machine to aerocare through rent to own. I had been told that the device would be mine after 12 months of payments. I have made payments every month on the device for 12 months and the company continues to send me invoices. They told me it was because my insurance changed the rent to own clock would reset. This does not make any sense to me because I have not met any insurance deductible and have been paying aerocare directly each month. It seems like the company is trying to force customers to make payments that they should not be required to pay. I have fulfilled my obligations and wish to not pay this company any more.

  Business response

  05/29/2024

  We apologize for any inconvenience this may have caused. Upper management is reviewing this account, and we will contact the patient once completed. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a caregiver for my Mom. I recently contacted the business due to her portable oxygen machine batteries not lasting. So they sent someone out and still nothing was done. The first call l made, l was told each battery should last about 4 hours. I explained several times on not only that call, but other calls that her batteries are not lasting. I've gotten the runaround from this company, every time l've called. My Mom called her insurance company, ***** on Monday, and they advise for her to go through her ***, the *** advised to go through her Pulmonary Doctor, and the Pulmonary Doctor sent us back to AeroCare. I had already spoken to AeroCare several times with no help. I called AeroCare back on Tuesday of this week, And this time as to speak with a Supervisor. None was available, and I was told that someone would call me back. On Wednesday, her *** called me to check and I explained that I have not gotten anywhere from AeroCare. Her *** called Aetna to try and help get this resolved. The Representative at ***** will be also filing a grievance against this company as well and we'll be sending some documents for my Mom to sign for this grievance. If the power goes out and these portable machine batteries are not lasting, do l let her die? As an Army Veteran, l've served my country to ensure that my Mom, like everyone else, can have the freedom to have working equipment, especially when it becomes a life or death situation. This company is not honoring their equipment. At some point, my Mom would not be able to leave the house for her doctor's *********** due to the battery's not lasting. For the past two weeks, this company Aerocare has given me nothing but the run around. Thank God for her *** calling to check on us. The ONLY reason AeroCare is sending someone else out is because of the *** and the insurance company getting together. I hope no one else has to go through this while utilizing this company.

  Customer response

  04/11/2024

  Replacement portable oxygen machine with batteries that lasts longer than 1 hour. 

  Business response

  05/29/2024

  We apologize for the inconvenience and have contacted via email to submitter for patient information.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have paid my invoices totaling $86.51, the online portal shows 2 invoices for adapthealth through AeroCare in ****, ********. I have my bank statement showing I paid that balance on March 20, 2024 and they are saying that I haven't paid it. I asked for am itemized bill and received another person's bill who live in **. They don't listen on the phone or help resolve any problems, tried to tell me they were for other invoices that I paid. Online portal does not reflect that nor do my payments.

  Business response

  05/08/2024

  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

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The ,Pulmonologist ordered a CPAP Device for my spouse from Aerocare over a year ago. It has not been provided. When contacted we are told there needs to be updated Doctors notes or prescriptions as they have expired. This has happened because Aerocare has moved so slowly in addressing the request. Last week on April 11,2024 I was told another department needed to set up the approval to have my husband fitted for the Machine. We have received this same response at least six times.

*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. ↩