Complaints

This business has 0 complaints

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:02/10/2025

  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.

  For the last few years I have dealt with Verus Healthcare and Adapt health. This company has been a nightmare ever since they were bought and changed to Verus. The previous company was fine but then it changed to Verus and Adapt. I could show you boxes and boxes of wrong equipment they sent me. Billed me of course, when they said they would credit me for any wrong equipment, without having to keep mailing stuff back. **** sending wrong equipment. I asked them numerous times to correct it. They just keep sending more equipment and more bills! Constant harassing phone calls, texts, emails and the worst customer service. The left hand has no idea what the right hand is doing so they are constantly s******* up. I am harassed multiple times daily by adapt's collection calls. I am tired of it and them. In the process of switching companies, they would not send my last bill to the new provider. They blatantly lied about it, with confirmation of that from the new company. I don't want compensation, I don't want an apology. I want these bills and calls to go away permanently. No more bills, collections, equipment, incorrect insurance charges, etc. The sad thing is this equipment was for a life or death machine. People's lives depend on these. I'd hate to hear what they have done to their elderly patients. I can only imagine but it makes me sick. I request to have all debt with them cleared and no more contact from the company. Thank you for your time.

  Business Response

  Date: 02/17/2025

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

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22915820
  
  I am rejecting this response because there's no reason for them to contact me. I'm tired of the harassing calls from both Verus and Adapt. They won't do what they say anyway, they never do. They just want to collect. I just want the debt cleared and the calls to stop. A lot of this debt is already being sent to collections and I'm harassed from them as well. Please stop all calls and collection efforts. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/26/2025

  We have respected the consumers wish to not be contacted by phone.  The account has been adjusted to $0.  We apologize for the inconvenience caused to the consumer.

• Initial Complaint

  Date:09/21/2023

  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.

  Well I was contacted by Verus Healthcare via email on 3 Aug 2023 in order to facilitate the ordering of my CPAP supplies and services. I responded back to them to inform them what supplies I needed. They emailed me back and told me that I had to wait a little while to satisfy ******** guidelines and I said that's fine. About two weeks later I called them and asked about my order and they said that my primary care physician didn't fill out the paperwork properly. I asked them to resend the paperwork to her and provided the clinic phone number so they could coordinate with her. I called my PCM and she informed me that Verus Healthcare never contacted her in order to get the ball rolling regarding my CPAP supplies. I called Verus Healthcare back and at this point I was angry and I accused them of letting the ball drop. This has been going on for almost seven weeks now without hearing back from them. Please help

  Business Response

  Date: 09/25/2023

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

• Initial Complaint

  Date:05/31/2023

  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.

  Verus billing sends Past Due Final Demand notice regarding a bill that was never sent to my insurance company. No record of a claim exists with my insurance. A phone call to billing to resolve the issue resulted in the billing employee refusing to resubmit the claim and refused to put me in contact with a supervisor to resolve the issue. A second phone call to Verus found the claim could be resubmitted but they did not take me off of the collections list. A third phone call placed after I had received yet another Final Demand Notice resulted in a Supervisor making the change in the collections list while the collections team has yet to decide to resubmit the claim.Very poor service.

  Business Response

  Date: 06/08/2023

  Good afternoon 

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patient. 

• Initial Complaint

  Date:01/31/2023

  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.

  I ordered CPAP supplies from Verus Healthcare in Nov 2022. They sent me a bill Dec 2023 and when I called to pay the bill, they said the bill had been covered by insurance and paid in full. Then in now in Jan 2023 they send me another bill but I hadn't ordered anything. When I called, they said my bill had been split into 3 and now that it's the new year, my deductible is no longer covering what they say I owe. I asked why was my bill split into three and they said the billing department had decided to do this to customers. This is not the first time this company has done unethical billing practices. In the past the over charged me for supplies, added late fees when none should have been applied, sent *********** I did not order and billed me for them. This needs to stop. This company has a monopoly on supplies and is doing fraudulent billing. The company has now changed its address from ********* to ******************************************************. Reviewing their address history, it looks like they change addresses every few years as well

  Business Response

  Date: 02/03/2023

  Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
  

  Thank you,
  Corporate Compliance department

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Awful company! I would recommend others run from this company. Verus Healthcare kept billing me incorrectly for my **** supplies and threatened me with collections for their errors. They double billed by charging my actual insurance company and a ********* insurance company for the same 3 items 6/8/22. They insisted that I have 2 insurance companies. I do not. Their billing supervisor, *****, did not correct the errors despite multiple calls from my actual insurance company and myself. Verus also billed the ********* insurance company for supplies 7/8/22, 8/8/22, and 9/7/22 and refused to bill my actual insurance company instead. Verus kept billing incorrectly and contacting me by mail, online, and by phone for payment. I sent a letter to their billing department explaining what needs to be corrected, with documentation, but got no response and kept getting the incorrect bills. Their bills were not itemized so it was difficult to determine what I was being charged for. I've spent months trying to get Verus to fix the problems through their billing department and customer "disservice" department so that I could pay the portion I actually owe. Unfortunately, Verus kept insisting that their bills were correct and threatened me with collections.Verus also charged me for a humidifier chamber for the **** that I had told them not to send because I do not use a humidifier and did not order it. When I called, they said they would cancel it. When it arrived, I requested they send a return label, and they said I would not be responsible for the item once the return label was sent to me. The item was returned by my partner to *** with the return label provided by Verus, but Verus refused to remove the charge for the humidifier chamber. They claimed that they never received the return. I tried to find a contact person from Verus or Adapt Health corporate office so I could resolve the issues that the billing department and the customer "disservice" department refused to correct. The Verus website and their parent company's website, Adapt Health, caused my computer to send me a warning not to click on their unsecured site.

  Customer Answer

  Date: 02/23/2023

  I have not heard from Verus Healthcare about my complaint.  A representative from my health insurance company is communicating with Verus and trying to resolve this. 

• Initial Complaint

  Date:12/06/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 order c-pap supplies from Verus Healthcare, and both Adapt Health and Family Medical are involved in fulfillment and/or billing. On 6/34/2022 I ordered supplies, and when Verus/Adapt/Family Medical filed a claim with my secondary insurer, GEHA, they did not file the claim correctly, leaving two sections blank. Consequently, the claim was processed as out of network. After months of phone calls with my insurer and the company (and also being charged for $41.03 which I did not rightly owe, though I did finally get that refunded later), my insurer finally paid the balance of the amount due that had not already been paid by ********* ******** pd them $162.46 and said I may be charged $41.03, which was finally pd by GEHA on 11/9/2022. Now I have been sent another invoice for $12.28, which I do not owe them. (The $12.28 showing on ****** *** as co-insurance is only an amount used for GEHA's internal accounting, as the *** clearly shows that my "member responsibility" is zero.) I have explained this to the billing department and was told I would not be charged, but I got an invoice for it anyway. Since they have a history of turning on "auto-pay" without my permission and charging my card without my permission, and since I have dealt for months with their billing errors, I am finally filing a complaint so that this matter can be resolved once and for all.I would like a guarantee from them that 1) they will no longer turn on auto-pay or charge my credit card without permission, and 2) for them to balance my account to zero and close out the 6/24/22 date of service, as they have been paid the full ******** Assignment, which they accepted.

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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 successfully purchased medical supplies through this company in 2020. Soon thereafter, company began automatically sending more products and billing me and/or health l insurance. I have repeatedly asked to be removed from auto shipping and asked for credit card info to be deleted. In early October 2022, I received an email notification of a pending order (that I did not request) and I immediately replied asking them not to send. Email was disregarded and items shipped anyway. Since then, I have had two live conversations with agents and one email sent advising them that I was not going to pay for items I neither need nor requested. Both conversations offered assurance that the issue was resolved. Exactly 4 days after the last conversation, I received another email (11/14/22) requesting payment for said items. Other than paying for items I don't need, I am not sure how to resolve this matter. I urge other patients to be very cautious about conducting business with Verus/Adapt Health/Pacific Pulmonary or whatever other DBA they may be using.

  Business Response

  Date: 11/21/2022

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to reach me, *********, at ************.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18405047
  
  I am rejecting this response because:  Bottom line is the company is still expecting payment for medical equipment I did not request. Simply making a phone call that at the moment could not be answered does not absolve them of the irresponsible act they committed. I have filed a grievance with my ************************ advising them that this company submitted a misrepresented prescription with no approval from the patient and it is not the first time. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/01/2022

  We have responded to the patient by email,which is the way he preferred to be contacted, and advised that we have adjusted the open balance owed and will be retracted claims from the insurance.  We do apologize for the inconvenience caused to the patient.

  Customer Answer

  Date: 12/01/2022

   
  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

  Date:07/13/2022

  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.

  I receive my cpap supplies through Verus Healthcare form Waterloo IA and a couple of months ago I returned my three months supplies to them and requested a different mask so they sent me another mask and no other supplies to go with it. I have contacted them on numerous occasions and I've even had ******** to contact them as well but to no avail. I still have not received my other supplies.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 10, 2022/08/09) */ Good Afternoon, We are still working to resolve this complaint with the patient. Please allow more time for us to resolve this matter. Thank you, **** ** ** **** Resolutions Associate, Corporate Compliance, *********** E: *****@***********.com P: XXX-XXX-XXXX ***********.com Click here to view the *********** family of companies, ***********.com/familyofcompanies Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.