ComplaintsforAdaptHealth

• Initial Complaint

  08/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am a registered nurse who has on multiple occasions attempted to obtain medically necessary oxygen for paraplegic . Adapt Health/Family Medical in Raleigh NC has been called, contacted and provided the necessary information to process this order. They have no delivered or provided this patient any oxygen despite it being medically necessary. This is without a doubt the biggest liability and will endanger my patients health

  Business response

  08/16/2023

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

  Customer response

  08/16/2023

  [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. The patient received his oxygen late night this was filed. 
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AdaptHealth is the only diabetes equipment provider that my insurance contracts with. They have incorrectly billed my insurance and sent the resulting non-payment to collections three times now. Each time takes 2+ hours on the phone to fix. They also have no records of a number of different phone calls or transactions. For example, I have been waiting for an order since March 2023. I spent 2 hours on the phone with a representative on 7/28/2023. We updated my billing and insurance information to be correct once again. We rebilled the debt that was waiting to go to collections (again, fully paid by insurance if billed correctly). I was assured that my order for medical supplies, which keep me alive, was being shipped that day. I have not received them. I called on 08/09/2023 and they have no record of that call, the debt is still on my account, the order was not shipped due to the debt, and I have 3 days worth of supplies left. To be very clear, AdaptHealth did this in October 2022 and did not ship my supplies to the point where I fully ran out. My body does not manage blood sugar without the insulin pump and CGM system working together. I tried to manage manually with insulin shots and ended up with blood sugars of over 600 for multiple days, leading to diabetic ketoacidosis. I could have died then and I can potentially die in three to five days if this company does not actually do what it says it does.

  Business response

  08/14/2023

  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

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned $104.90 of supplies and AdaptHealth refuses to refund my money. On 12/16/22 I received a CPAP machine & various related supplies from the AdaptHealth AeroCare location in Athens, GA. I was given more supplies than I needed, so after the holidays, I attempted to contact them about returning the unneeded supplies. After over 2 weeks of many phone calls and transfers, I talked to *************************** on 1/24. After discussing the items and the invoice, she sent me an itemized invoice and authorized the return of the unneeded items, then emailed me a *** Return Label on 1/25. The label noted that I had 90 days to use it. I returned the unopened items, which they accepted, within that time frame but never received my refund. I contacted them via their website and received an email from *********************** on 6/14 stating that they received my return, but couldn't issue a refund because no payments were made on the invoice. I immediately emailed her back and attached documentation showing the invoice was paid in full. She never responded, even after repeated attempts to contact her. I called them and they refused to put me through to her, then I was told that they didn't issue a refund because the items were returned after the 30-day limit. This supposed limit obviously wasn't an issue when the return was authorized.On 7/25, I contacted them via their website, explaining everything in detail and asking that a manager contact me and that I needed a refund, or the returned items sent back to me. Otherwise I would be sending no more payments for the machine rental until I had exhausted the amount owed to me. They never responded. This is not appropriate business behavior. The return was authorized & a return label issued by their employee after 30 days. I wouldn't have sent $104.90 worth of supplies back knowing that I wouldn't get my money back. Now they have my money AND the supplies that I paid for, and refuse to contact me. That is unscrupulous.

  Business response

  08/15/2023

  We apologize for any inconvenience.  Upper management is reviewing this account and will reach out to this patient once completed.

  Customer response

  08/18/2023

  Business refunded $92 of the $104.90 owed to me.  I am satisfied with that.
  
  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

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our member received a bill from Diabetes Store ****** with a return address of: PO Box **** #****** Oaks PA ***** requesting payment for $19.01 for diabetic test strips and monitor for dos: 4/29/23. Our member did not order theses supplies and does not use you as a supplier for these supplies. I called multiple numbers (including the number on the bill she recvd) and have not been able to get this issue resolved. We called **********(which was the number on the bill) but was only for payments with an automated voice. I then ******* the return address on the ************ **** #****** Oaks PA ***** which led me to this website with Better Business Bureau i found another number on this website:********** i spoke to ***** who then told me i need to call ****** and gave number: ********** i spoke to ******* who transferred me to the billing department and spoke to rep: ****** who could not find this bill info anywhere. Account number on bill: ***** for $19.01 our member will not be paying this bill. Please correct your billing, it looks like this should have been billed to someone else.

  Business response

  08/17/2023

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to return my call along with my direct contact number.

  Customer response

  08/18/2023

  [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

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a Cpap machine from what originally was ********* ********, then turned into ********* ********, Adapt Health Companies. I have paid check after check after check for these constant bills. I have the cashed/deposited checks and this company will not provide me with any kind of invoice as to where this money was applied, I have called so many times and they continually say that they have not received any of these checks, even when I have the returned checks in front of me. I can't call any longer I am just losing my temper.

  Business response

  08/02/2023

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

  Customer response

  08/02/2023

  [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

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company was overpaid due to check error in writing and in processing by the bank. Amount due from company is over $500.00, details in attached. Processing for getting a return has been extremely difficult with very little help from the company in getting it resolved. All of the ownership for communication has happened from me with little if not updates along the way.

  Business response

  08/01/2023

  We apologize for any inconvenience and have this issue escalated to upper management to review.  We will contact the patient once information is available.

  Customer response

  08/14/2023

  This has not been resolved and I did not see anything that I was suppose to respond to and if I missed it I apologize.  This has been an on-going issue and I still do not have a refund.  There is no one that you can talk to resolve and customer service is less than helpful.  Can you reopen and when and if I ever get my refund I will gladly close this complaint.  Thank you!

  Customer response

  08/14/2023

  I did get this email but did not realize I was to reply to anything, sorry.

  Customer response

  08/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  This has not been resolved and I did not see anything that I was suppose to respond to and if I missed it I apologize.  This has been an on-going issue and I still do not have a refund.  There is no one that you can talk to resolve and customer service is less than helpful.  Can you reopen and when and if I ever get my refund I will gladly close this complaint.  Thank you!
  
  Regards,
  
  ***** *******

  
  

  Customer response

  08/14/2023

  The check from AdaptHealth came in the mail today 9/14/2023.  It took many calls from 7/12/2023 until 9/14/2023 but at least I got my money back.  Thank you for allowing this to be reported.  The company customer service and refund time is extremely slow and flustrating. I am certain they would have not waited without interest added if I had owed them money for over 2 months.

  Regards,

  ***** *******

  Customer response

  08/15/2023

  The check from AdaptHealth came in the mail today 9/14/2023.  It took many calls from 7/12/2023 until 9/14/2023 but at least I got my money back.  Thank you for allowing this to be reported.  The company customer service and refund time is extremely slow and flustrating. I am certain they would have not waited without interest added if I had owed them money for over 2 months.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made a payment of $639.35 on May 23, 2023 to pay for my cpap machine in full. I have since been sent several bills saying that I owe money to this company for cpap rentals and supplies. I returned the supplies as to not be charged for them. I don't owe a cpap rental because I paid the machine in full and I now own it. This company continues to send me bills and are now refusing to stop sending them. They keep changing the total price of the machine saying that I owe them more money and I do not. The customer service rep even hung up the phone on me.

  Business response

  08/14/2023

  We apologize for any inconvenience caused to the consumer.  There is no open balance for the consumer on her account.  We apologize that her call was disconnected while she was speaking with a person regarding her account.  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a new CPAP machine from FamilyMedical, an AdaptHealth company on 3/25/2023. This is billed as a rental to the insurance company, which was not properly disclosed at the time of service. Every month they file a claim to the insurer, as "********* Home Medical"", but they invoice me for an estimated payment before processing is complete. For example, the 5/25 claim was not received by the insurance company until 6/26, but AdaptHealth invoiced me 6/16 with a due date of 7/6. The insurer approved and paid the claim on 7/19. I paid the service date 4/25 invoice after it was approved by the insurer. Because our out-of-pocket maximum has been met I do not, in fact owe AdaptHealth any money at all.The biggest problem is that AdaptHealth/FamilyMedical/*********/******** calls me incessantly, several times a week, concerning these invoices that they consider due or past due that have not even had a change to complete processing. I feel that they are trying to get paid more than once. The insurer says they should not be invoicing these balances.I have talked to the billing department several times. The customer service agents there do not seem to have the knowledge or authority to deal with the issue.I want AdaptHealth to:1) Stop invoicing me for filed claims that have not completed processing, or at least do not consider them past due.2) Stop calling me about invoices that have not completed processing, where the balance is an ESTIMATED financial responsibility. The number of calls, along with threats to levy late fees or send to collections, borders on harassment. I will block their number(s) if necessary.

  Business response

  07/28/2023

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My grandmother has been billed by ***** ******/********* ********/AdaptHealth for oxygen services she did not use and medical equipment that hasn't been in her possession for over 6 months. She was discharged from the hospital August 2022 with an oxygen machine as a precaution; we paid the first two months' fee of $10 per month, then attempted to return the device. Our initial calls went un-replied, but eventually we were able to reach the company to schedule pickup. The first two attempts, no one even showed up to pickup the device! Months later, we are being billed $2,190 dollars for a device no longer in her possession, and one that she never used nor needed -- nor was it ever serviced or refilled with oxygen. ***** ******/********* ******** refuses to address our complaints. I was originally told that once the device return was processed, the invoices would be voided, but I am still getting calls that payment is owed and will be sent to collections. I have up-leveled this to a supervisor FOUR times, each time being told that our situation would be addressed within 5-7 days, and no one has ever called me back.

  Business response

  07/20/2023

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

  Customer response

  07/25/2023

  [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:
  

  I was last told a supervisor would reach out within 12-26 hours. A supervisor finally reached out after 5 days, and happened call while I was in the shower, so I was unable to take the call -- they left me a voicemail. I called back immediately, within minutes, and was told I cannot directly speak to a supervisor because they cannot transfer calls to supervisors. This has now been 2+ months of the same back-and-forth, of me calling and being told a message will be put in to a supervisor and me getting absolutely zero response. This is absolutely unacceptable.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business response

  07/26/2023

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We agreed to rent a hospital bed and wheel chair from Adapt Health. On delivery, the wheelchair was found to be too large. It was refused delivery and returned by the delivery man. We have a video of deliverer putting the wheelchair back into his van. However, we continue to get billed for the wheelchair monthly and have to call ******** EVERY month to correct the billing. Each time we are assured the billing will be corrected and each month we still get billed for the wheelchair. When we ask for someone IN AUTHORITY who can finally get this fixed, we are told it has been or they will get back with us. Then the next month bill comes and the wheelchair cost is there again. Don't understand why this cannot be fixed!

  Business response

  07/20/2023

  We do apologize for any inconvenience caused to the consumer.  We have spoken with the consumer and will work with them to correct the incorrect billing on his account.

  Customer response

  07/31/2023

  This complaint has been satisfactory resolved.

*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. ↩