ComplaintsforHealthline

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for a service rendered on 1/27/2024 for a total of $16.69, that advised it was for a ******. They were able to verify my first and last name, date of birth, and insurance card information, but the address, phone number, and email address were inaccurate. They advised they had no social security number on file nor did they have an order from a Dr, the name listed on the bill also does not accurately match my name as my middle initial is not a M. I live in *********** and have never used this company. I advised the lady that this was clearly insurance fraud as the information she provided was someone in *****. Instead of resolving the issue she advised she would delay the payment due date until May, a payment I will not and should not be expected to make. I have contacted my insurance company and this company did file a claim to them but it was rejected due to no referral from a physician.

  Business response

  04/23/2024

  Greetings & Hello,

  We acknowledge receipt of our mutual consumers complaint.We will have a thorough investigation regarding this matter and a Resolution Specialist will reach out directly to the consumer. We will keep the consumer informed of our findings and any necessary updates. Should you have any further questions or concerns in the interim, please do not hesitate to contact us directly.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Corporate Compliance team

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This has been a year process to try to get a Cpap machine. They requested payment got the payment and still not machine. Just the run around when you call that its someone elses fault. We have been to the Dr to get the appropriate paperwork done and still no machine.

  Business response

  07/12/2023

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

  Customer response

  07/12/2023

  I am rejecting this response because:   We have tried to resolve this for a year with not resolution. Until this is resolved we will not accept a response. There is no past due bill , there is a doctors orders, and everyone keeps giving the run around on why this is not resolved. Very poor patient care and customer service. 

  Customer response

  08/10/2023

  Continual issues no help no resolutions. Now after a year of trying to complete this they call and state her sleep study is no longer valid. On a fixed income this is unacceptable. Now in the hospital with heart failure but no machine as requested by the Dr. **** what the patient needs to do. I pray they learn to help the elderly instead of be worried about money or whos fault it is. 

  Business response

  08/11/2023

  Thank you. We have resolved the with the patient and they will be receiving a CPAP machine. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an ASV machine. My rental payment has fluctuated each month from below 100 to nearly 200 this last month. I called my insurance company (United) and they said it should not be fluctuating. I am paying a rental payment (with ********** I am disabled and on a fixed income. When I received the bill that was almost 200, I called healthline and told them to remove auto billing. I am going to have to send the machine back because I cannot afford 200 a month. Well they auto billed anyway. There should be a recording where we discussed taking off auto pay. This company is charging ******** who knows what and charging me exorbitant amounts for a life saving machine. Pay it or you can die. We don't care, we won't work with you on finding an alternative solution. I feel I have been overcharged and deceived that "rental" is changing every month and your bent over a barrel.

  Business response

  07/13/2023

  The business contacted BBB and indicated that the insurance had processed the claim incorrectly. The claim has been re-submitted so it will be processed correctly and the issue will be resolved. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took my husband's prescription for new cpap supplies to Healthline on ************ Road in ****** ***** in September 2022. The front desk person was very rude and dismissive but her superior came out and spoke with **, took the prescip, said it might be about a month before they would have the supplies for us. I have called so many times and my doctor's ****** has sent new wording (requested by Healthline) but in mid April 2023, I still have not heard from Healthline. You can not speak directly to the ******, it is a central number that you call and they always say they have asked the local ****** to call us -- however, we never get a call. We desperately need new supplies but I'm at my wit's end. HELP!!

  Business response

  04/21/2023

  We will contact the patient to assist with a resolution. Thank you!

  Customer response

  04/26/2023

  I have reviewed the business response and accept this resolution. 

  As agreed upon, I want to let you know that I received a phone call today from Healthline on ************ Road in ****** letting me know that all equipment would be delivered by the end of this week.  I have been in contact with ******************************* @adapthealth who has helped me resolve this issue.  Without a message from BBB, I feel certain I would still be without supplies.   Thank you so much for helping.  

   

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

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• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ask them to stop calling me. I get calls almost every day. Sometimes more than once a day. They are using spoofed numbers.

  Business response

  04/05/2023

  We apologize for the inconvenience caused to the consumer.  I have reached out to her to discuss and given her my direct contact information should this continue.  Thank you, *********

  Customer response

  04/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These people have been harrassing me for a week now. I have never applied, called or gave my number out in any way with them. When I say harrass I mean they are calling me from different numbers with the same area code. I put my number on the do not call registry. I've talked to healthline personally & told them to stop calling me this is harassment. It's interrupting my work, sleep, family time you name it. They are calling every 15-20 minutes like clockwork.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/08/17) */ Hello, I am not able to locate the person ***** ****** Is she the person the phone calls are in regard to. I would need an account number or a valid member name to look into the account and have all calls stopped. The phone number provided does not bring up anyone in our database.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a CPAP & they supply me with supplies. They are charging fraudulent charges. I haven't received any supplies in over 3 months & the charges have sky rocketed. I called them & put my stuff on hold because my Dr has to send them a new prescription. From full face mask changed to nasal. They said they wouldn't send anything untill my Dr called it in. Well the bill has gone from $37.22 on may 26th To $ 156.31. they charged me on may 28th. May 15th , $12.44. this is all in may. I was told when I got the machine I'd only be paying $12.44, besides supplies needed. Haven't received any in 3 months

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/08) */ Good afternoon, We received the complaint and after looking into the account there is no refund to be had. All charges are valid. This was explained to the patient when she called and spoke with a billing representative on 6/1/2022 as well as when she called back and spoke with a sleep therapy representative. I called and left a voicemail for her to return my call if she wants to. Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well since may of 2021 my wheelchair tires are basically worn out I can't get the chair to stay still for me when I transfer from my car to bath tub or to car or to bed reason the Wheel locks won't catch is because all the tread on both wheelchair tires have been worn out this is my 3rd yr with chair with out any tire replacements except after first yr. I contacted Cris from the Richardson store and told we're what was going on she sent a tech out to look but he said tires were fine and adjusted the wheel locks not only did that not work but the it broke the wheel lock so I had to wait to get new wheel locks cause or the situation so basically got ahold of Cris again she sends same tech out only for him to say there fine well if there fine why am I still falling on my face and *** on consistent basis. Keep mind this also happens a few more times where she kept sending the tech Casey to work on my chair. So I finally had it and I requested a new tech come out to me this time and now it's November 2021 I had a a different tech come out this time he agreed with me that I needed new tires so I was happy that I'm finally getting new tires well fast forward come February I contact Cris about the tires cause by this time I already have scuffs cuts on my face but and legs cause I've fallen so much but Cris tells me there waiting on paper work I was like ok I have no choice but to wait. Fast forward couple months Cris tells me my copay thing expired so I sent in the paper work I sent in last yr and I have to wait next day I fall flat o. My face on pavement I contact Cris I told her look I need this parts now I'll pay if I have to cause by the time adapt Health I might ended getting a scuff on my **** and it turns into a pressure sore this place doesn't care about your safety they will make you wait let you get hurt by your own equipment and do nothing about it. I contacted chair manufacturer and they found me a vendor heard my story gave me set of loaner for my safety

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/09) */ Contact Name and Title: Gerri ********* Contact Phone: XXX-XXX-XXXX Contact Email: ***************@adapthealth.com The Resolution Team was made aware of the reported issues from the consumer. The consumer notified us he is working with a new supplier for repairs to his patient owned equipment. If there are additional questions, please contact XXX-XXX-XXXX.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a electric wheelchair in June 2021 from Healthline Medical. The company has frozen my account and is refusing to send my other medical supplies. Healthline Medical has turned my account over to collections. I have Medicare and Medicaid. The insurance was approved for payment for this equipment. Not sure why they are coming after me for a payment? Also there is a safety issue with the electric wheelchair but they refuse to correct the problem.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/23) */ The Corporate Compliance Department will contact the patient and get the issue resolved.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughters breathing machine was recalled supplying helpline company couldn't provide an new one. Phillips stated couldn't replace her breathing machine but it would take 12 months. So I called healthline to cancel my autopay & monthly replenishment hardware replacements. I was in charged $185.52 on 11/15/21. I called HealthLine again to ask for a refund. They stated that I couldn't receive a refund until the package was returned. They stated that they would mail & email me a return label. I never received the return label. I was in charged again on 12/3/21 for $66.02 for supplies box I had not yet received. I called healthline again & requested a refund & reiterated that I had previously asked to be removed from auto pay. They said the box was still at the FedEx warehouse they could resend it back to them and a refund would be issued. They also confirmed that the auto pay was now turned off. I didn't emailed the customer service department on 1/12/22 confirming that I requested my auto pay to be removed months ago 11/1/21 via three previous phone calls and have not received any refunds. I was in charged again on 1/20/22 for $132.82. I attempted to go online to see if I could remove my card from the system but it would not allow me to. I then called HealthLine again to dispute the charges that I have still not received any refunds from. They stated that they had no history of me calling and that the auto pay still remained on. I also informed them that I never received the return label to get my $185.52 back. The box remains unopened by my front door waiting for return label. The company apologized that they couldn't do nothing for me until the box was returned. They stated again that they turned the autopay off however when speaking to another associate in a different department after 4 transfers they stated the auto pay was still on. I did confirm for the autopay to be turned off, refund & a return label. I want a refund in my card removed & no moretransactio

*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. ↩