ComplaintsforAdaptHealth Patient Care Solutions Inc.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After being diagnosed with mild sleep apnea by ******* Sleep Medicine Specialist on April 12, 2023, I picked up a CPAP machine and supplies from Roberts Home Medical/Adapt Health on Thursday, April 20, 2023. I tried using the device the next two nights, and was getting feelings of anxiety from not being able to breath properly. On Monday, April 24, 2023 I called ******* Sleep Medicine Specialists and told them of the anxiety I was having while using the equipment. They immediately put in a return request for the equipment, and later that day (April 20, 2023) a representative of Adapt Health came to my home and picked up the CPAP machine and supplies. Adapt Health has now billed me for a full month of equipment rental for the CPAP and supplies, even though the equipment was returned after just 4 days. They have informed me that they do NOT have a return policy, and would NOT prorate the charges, even though the equipment was returned after only 4 days. The CPAP machine that was returned to them was put back in service once it was returned, and therefore they are double charging for the same piece of equipment, which might be illegal. This is a bad business and I will not use them again in the future.

  Business response

  05/22/2023

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and we will then reach out to the patient.  Thank you 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have been dealing with this compang. Billing me twice, with no explanation or anything. When i agreed to this i was told a single bill around 50 to 60 dollars at most. I being bill twiced. I have asked twice for an itemized bill to explain the bill not received one thing. I have ask for them to reach out to my insurance and setup a one time payment. Three times still have yet to do it. I am feed up callling trying to get an answer and told nothing beside what they want to say with out giving me an itemized bill to show exactly. I want a manager or corp manager to get back with that can make decisions. I already paid 215 dollars for this system and it only 800, the way they are billing me will have me paying 200 or more extra then the actual cost.

  Business response

  04/06/2023

  We are a home care company that provides private duty in home care.  All care is private pay and does not involve insurance.  I believe this concern is not for *** ****** **** ****.  We have had no customer request an itemized bill due to the fact that all invoices are itemized.  We bill by the hour with a minimum of 4 hrs and the rate is signed off by the client--there are no estimates.  There is another company that spells out FIRST, perhaps that is the company the concern is with.  I would be happy to discuss this concern directly with the customer to verify they are not our customer.  Thank you.

  Customer response

  04/06/2023

   I am rejecting this response because: I have asked for itemized bill and received nothing.  I being billed twice this month gor rental fees for i will have another bill due on the 19, i supposed be only get one bill each month unless supplies have been order which i have not.  I wNt a corp manager to call me *********** 

  Customer response

  04/07/2023

  Ia this not your company? Is this not a account that is for a C Pap machine. These are two bills i have this month both saying rental fees. 

  Business response

  04/18/2023

  The Corporate Compliance Department will contact the patient and get the issue resolved.

  Customer response

  04/18/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They did not contact me and settle anything. I have been waiting on response back from BBB. This is the first response since i sent the attachments i had been trying to send.  Regards, ****** ********

  Business response

  05/04/2023

  Hello. We emailed the patient on 4/18/23 and again on 4/20/2023. We also mailed the patient a letter on 4/25/23 and have yet to hear back from the patient.  

  Customer response

  05/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear They have not reached out to me, only thing i receieved are bills from them nothing else. They want to conmunicate they can call me this way they nothing can get lost. ********** Regards, ****** ********

  Business response

  05/17/2023

  We reached out to the patient via email on 4/18/2023 and 4/20/2023. On April 25, 2023 and again on May 4, 2023, we mailed the patient outreach letters. The patient has yet to respond to the 4 attempts made to contact him. 

  Customer response

  05/22/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I still have not received anything from them and have doubts they are sending anything. Again i have asked to have them call me and they yet to do so. My number is *********** Reason i have not responded sooner for i was getting the agreement i signed which i have attached, which took two visit to the office i got my machine from. This clearing shows that i was suppose to only have a single payment every month not two. Also, so shows the payment is supposed to be based off my insurance per the paperwork. If they are willing to talk i am to but considering there primary number which i had to call twice today 5/22/2023, once a bit before 9 am selected the call back but never got one 8 minutes later and the i calledat 10 am to try and talk and see what they are sending in the so call letters.   Regards, ****** ********

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Adapt Health accidently took oxygen tanks from *** ****** ********** that belonged to Roberts Oxygen Company, INC. I have called, emailed, sent a certied letter to Adapt Health asking for the reurn of the oxygen tanks to Roberts Oxygen. To date have heard nothing from anyone. *** ****** ********** ****** is being billed by Roberts Oxygen for oxygen tanks we do NOT have. Im enclosing a letter that was sent to Adapt. I dont know what else to do. I just need the 8 tanks returned to the rightfull owner. We should NOT have to pay for oxygen tanks we do not have Sincerely, Kelly

  Business response

  04/11/2023

  Good Morning, My name is ****, and I am contacting you from the Corporate Compliance office of Adapthealth. We appreciate the effort you made to contact our company and welcome the opportunity to respond to your request.I would like to acknowledge receipt of the attached request for *** ****** ********** ****** on April 11, 2023  I have notified my team of the allegations; and we are working diligently to provide a resolution.Please acknowledge read receipt or call ************ or email ********************* to confirm this email correspondence was received.Thank you!**** ** ** ****Resolutions Specialist, Corporate Compliance, AdaptHealthClick here to view the AdaptHealth family of companies, ************************************************ 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.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was prescribed a new replacement cpap by my pulmonologist approximately November 2022. I called Adapt in December stating I have not heard anything from them and their response is they are waiting for sleep study results. I informed them I am replacing my cpap I am not a new patient. They told me they would look into it and get back to me. I called me doctor 3 weeks ago and told them what was going on and now it is February 20, 2023 and I still have not heard from them. I am getting a message on my current cpap that it has outlived it’s expected performance

  Business response

  02/22/2023

  We apologize for any inconvenience and have escalated for upper management to review. Thank you for patience

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Upon receiving my CPAP machine from Roberts Home Medical/Adapt Health, I was informed that my insurance company covered everything so long as I used my machine for 30 days consecutively. I have used it non stop with the exception of a few days here and there when I was sick and could not breath properly. I was contacted some time ago saying that I needed to pay several thousand dollars for the machine. I informed them what I was told upon receiving my machine in Harrisonburg at Roberts Home Medical/Adapt Health. During the most recent phone conversation I had with them, I was told that I did not owe a thing. Then recently, I received a notification from my credit monitoring report that they had placed a collection of over $1300 on me from Commonwealth Financial Systems regarding my machine. This company has done this to my father, my brother, and two other coworkers who are BOTH in Law Enforcement along with me. They are corrupt, they have terrible communication and as far as I am concerned, they need to remove the collection and honor the initial statement I was given up on receipt of my machine nearly 2 years ago. I also request that they be held legally accountable and forfeit any collections to EVERY individual they have lied to, using this corrupt system, including myself. They need to be investigated thoroughly for insurance fraud as well as swindling and conspiracy to commit fraud pertaining to RICO.

  Business response

  01/30/2023

  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

  Customer response

  01/30/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is NOT a solution. All they say is they will assign someone to "look into it". I do NOT accept this response.it is NOT a solution. Regards, **** *****

  Business response

  02/01/2023

  Hello, A team member has researched and begun to communicate with the patient via email. We will continue to work directly with this patient to resolve this issue. Thank you! The Resolution Team

  Customer response

  02/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I cannot accept this until it has been completely resolved. Regards, **** *****

  Business response

  02/08/2023

  Good morning, Upon our teams' findings we will communicate with the patient to get this matter resolved quickly. Thank you, The Resolutions Team

  Customer response

  02/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *****

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was fraudulently charged almost 300.00 on my credit card. I called and spoke to *** on November 16 and was advised that I would be credited back to my credit card. It is now the 29th I have given them more then enough time to process the credit. When I called today for a status I was given the run around and no answers to my issue.

  Business response

  12/01/2022

  Hello and thank you for providing this information. One of our team members will be assigned to investigate and contacting you. Thank you Corporate Compliance Department

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called in my son's enteral supplies order on August 30th. I was told everything would be processed. I tried calling today September 8th and was told it needed a new prescription and the dr hadn't supplied one. I called the dr and they said they never got the request. They gave me their fax number to make sure Adapt Health had the correct one. I tried and to call, got put on hold and transferred 4 times. Then I called back and wanted to speak to a supervisor and got transferred and put on hold again. I spent a total of 2 hours and 46 min trying to talk to someone. While on hold the last time I tried calling from a different phone and found out they were closed! My son can't take anything by mouth but by his g tube and a pump. My son is totally out! I could go buy the Ensure but not the feeding bags and extensions.

  Business response

  09/12/2022

  The Corporate Compliance Department will contact the patient and get the issue resolved.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Adapt Health sent me a defective cpap machine covered under Medicare now refuse to replace or even address my concerns, was told so much misinformation from very uninformed employees who refused to help only transfer you around and around. It is illegal under Medicare Rules to deny a patient life saving equipment. This is inexcusable.

  Business response

  08/26/2022

  This was resolved last week, patient was sent a replacement unit. 

  Customer response

  08/29/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company, Adapt Health, refuses to provide any set up instructions as required and refuse to return any phone calls, Left several messages and zero response. Regards, ******* ****** 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We used this company for CPAP machine supplies. They kept sending us bills even when we didn't receive any new supplies. The bills would have sketchy line items like "Package Item" that were not specific. They also would send stuff that we didn't order and then force us to pay for it. Eventually we paid all of the bills to be done with this company. We paid a bill on 1/22/22 for a final time for supposed products with a date of October 21. They promised us that our account was paid in full. We have absolutely not ordered anything from them since. However, over six months later, we got another bill!! This is such a scam. We are not paying them one cent more. I have to think this happens to many people. Also, they have a wait time of 50 minutes to talk to billing, which is hard to do.

  Business response

  08/12/2022

  We will contact patient to further assist and resolve. Thank you.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of 2020 I received a CPAP machine from Roberts Home Medical. I explained I did not want to rent/lease the machine and wanted to purchase as my insurance would cover it. Adapt Health/Roberts home medical incorrectly filed the wrong claim. I have been charged rent/lease for the machine. Once this was discovered I called to complain and verified with my insurance. Adapt Health continues to bill me as delinquent and continues to lie (per my insurance company) about how they are supposed to handle the claim. I have called on three separate occasions to inform them of this and spend several hours on the phone trying top resolve the issue. They continue their lies.

  Business response

  08/27/2021

  We apologize for any inconvenience you have experienced, a member from our corporate compliance office will review your account and contact you after review. 

*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. ↩