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Business Profile

Home Health Care

Sound Oxygen Service LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Health Care.

Complaints

This profile includes complaints for Sound Oxygen Service LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sound Oxygen Service LLC has 9 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Received a CPAP machine from Sound Oxygen in Sept 2023, per customer ********************** the contact was for rent to own. Cost of machine was $800.00 over 13 months. They have continued to bill both my insurance and myself for this machine since Sept 2023 I have had to change insurance companies due to job loss and financial situation. Per customer ********************** at ********************************************* (AKA Adapthealth) every time I switch insurance companies the contract starts over, with no credit for amount paid by previous insurance company. I feel they are profiting over me changing insurance companies. I have personally paid ****** with another 120. due in March plus what the insurance companies have paid over the last 18 months. The machine should be paid for by now, but was told I could settle the account for $574.25 by customer ********************** rep. ****** at Adapthealth on Monday Feb 24, 2025 They also misrepresented when ordering supplies, they claim they are covered by insurance 100%, then you received the supplies and are billed for them citing insurance company did not pay

      Business Response

      Date: 03/03/2025

      We have received the complaint, and it was logged into our system on March 03, 2025, to investigate. We will be contacting the patient to get this resolved.
      Thank you.

      Customer Answer

      Date: 03/05/2025

       
      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:12/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This Company is impossible to deal with. Their billing is so confusing and they charge your card at will. Their billing statements never match what they charged you. And on both the **** and BiPAP I purchased from them, they charged more than what they quoted. Their techs are idiots and do not know what they are talking about. My BiPAP humidifier is running too hot and I end up inhaling a burning smell while I am sleeping. When I explained this to the tech and explained at what setting levels it did this and what levels where too low and and caused extreme dry mouth and ****************, she wanted me to try it at even a lower level. When you explain a problem with the equipment, they come up with answers that don't even make sense, not sure if they are working off a script or what. My machine has also started making noise that makes it a bit difficult to fall asleep. It is intermittent and starts after 5-10 minutes. The tech seemed to just ignore this issue. When you call them, they give you an option to be called back, but they never call you back. This has happened twice so far, and still waiting to be called back on third attempt. I have used other **** supply providers and they are far better than Sound Oxygen/ Adapthealth. My machine is not working properly and is still under warranty but they don't seem to want to do anything about it.

      Business Response

      Date: 12/30/2024

      We have received the complaint, and it was logged into our system on December 30, 2024, to investigate. We will work with the patient to get this resolved. Thank you.

      Customer Answer

      Date: 12/30/2024

       
      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.

      I was able to get my machine replaced but only after having to drive to the local Sound Oxygen office to make contact.  None of the 3 requests for a callback at the Sound Oxygen call center were ever responded to by their staff.

      Sincerely,

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

    • Initial Complaint

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My insurance changed 7/31/2023 and I updated it that day with Sound Oxygen. My CPAP resupply with Sound Oxygen went through fine in August 2023 and was billed to my insurance, Regence Blueshield without any issues. Since then I had a re-supply on 11/26/2023 that has not been properly submitted to Regence and I keep getting invoices with automatic payment deadlines only about a week away. Each time I call the billing department at Sound Oxygen, confirm that they have the correct insurance information for me, which they do, and they tell me they will re-submit the claims to Regence. I call Regence and they tell me they have nothing pending from Sound Oxygen and the claims must be being submitted incorrected.I've spent hours on hold calling the billing **** at Sound Oxygen multiple times and getting nowhere. Many times I reach someone who tells me incorrectly that they're billing me because my insurance only covers 70%, but that isnt true and the Explanation of Benefits for the successful resupply in August shows that.I'm getting super frustrated at spending time on the phone every week trying to get this resolved and no one at Sound Oxygen seems to be able to identify or correct the issue with claims processing.I've attached the *** from the successful claim in August and a couple example invoices of the kind I'm receiving every week or two for items that should be sent to insurance and fully covered but for some reason are not.

      Business Response

      Date: 01/09/2024

      We apologize for any inconvenience, we have upper management reviewing this account and will contact once completed.

      Customer Answer

      Date: 01/16/2024

      I'm still waiting for a resolution. The only response from the business is that they are looking at it, which is the same as what they have told me on the phone.

      Business Response

      Date: 01/31/2024

      Per our billing department - insurance plan was updated within company's system and has been rebilled to updated plan.

      Customer Answer

      Date: 01/31/2024

       
      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

      Date:10/30/2023

      Type:Product Issues
      Status:
      Answered
      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.
      On August 30, 2023, I received a **** machine from Sound Oxygen's ******** office. Also known as ************ (***** ************************************************************************) After using the machine for three nights, I was having trouble sleeping with the mask they provided me. I talked to ************************* on September 6, 2023 and ordered a different style mask. I was told that within the first thirty days you can change the style of mask if you are not satisfied with the original. Four phone calls later in the month of September I had not received the new mask. On October 2, 2023 I returned the **** machine to the ******** office. On October 3, 2023 I received an invoice from Sound Oxygen through email for $15.19. On October 4, 2023, I called Sound Oxygen's home office and told them I had returned the **** machine. They told me that I had used the machine on October 3, 2023, which was impossible since I had already returned it. On the October 4th phone call I was transferred to billing and **** in billing told me I would not be charged for the invoice from October 3rd. On October 12th I was charged for the October 3rd invoice. On October 5, 2023 the mask I had ordered arrived at my house. I returned the mask to the ******** office on October 12, 2023 and they never gave me credit for it. They are now charging me $21.80 for the new mask due on November 2, 2023. I called their home office October 24, 2023 and talked to **** in billing. He is insinuating that I am lying about returning the mask. I also requested that they not send me any more supplies. I would be on video showing me returning the mask on October 12, 2023 between 12 pm and 1pm at their ******** office.

      Business Response

      Date: 11/01/2023

      Good afternoon, 

      We will have the account reviewed by our billing department and will reach out to the patient as soon as possible. 

      Thank you. 

    • Initial Complaint

      Date:05/31/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Cpap date of service was 5/15/23. Bill for $7.88 was mailed on 5/19/23. **** was received by **** on 5/27/23. Credit card was charged on 5/29/23. I have insurance coverage with a secondary that pays in full after deductible was met in 2/20/23and in fact paid for the 3/2023 charge of $7.88. Neither my primary nor my secondary insurance had time to respond to charges foe the 5/23 bill before I was charged. I want a refund and I want a supervisor in billing to call me. I do have an outstanding charge from January that Ive been tryed to pay 6 times since March but am not allowed to do si because, even though I have an eob from 3/23 from my secondary insurance showing Ill owe the money for deductible, this company says they never got an eob and cant take a copy of my eob and Im not allowed to pay until they get a copy from my secondary. So theyre charging me for money I dont owe and NOT allowing me to pay the money I do owe. This is just crazy and has cost me literally hours of my own time at $50/hour, so now they need to pay me for the time spent on their mistakes.

      Business Response

      Date: 06/07/2023

      We apologize for any inconvenience and have management reviewing this account and a supervisor will be in contact with the patient.

    • Initial Complaint

      Date:04/24/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      This company has deceptive billing practices and terrible customer **********************. They're billing for equipment after the equipment was turned in. Equipment was turned in 4/21/23 then they charged our credit card another $179 on 4/22/23. They refuse to send paper statements, demand you keep a credit card on file and only send a text message after they bill your card. When I called their billing department and explained the issue they put me on hold for 10 minutes, came back on, said thanks for holding then hung up on me.

      Customer Answer

      Date: 05/04/2023

      May 1, 2023

      RE: Complaint #********

      To Whom It May ************************ has been resolved.

      Thank you, 

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

    • Initial Complaint

      Date:01/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This companys practices are shady and not straight forward. I got a CPAP machine from them and was informed I could not try any masks on, I just had to choose one. I had issues with the mask I was provided. Many months later, my doctor informed me that I should have been allowed to try them on and also should have been able to try a new mask for the first 30 days, but Sound Oxygen is notorious for not telling customers that they can do this and not providing this service. Further, their billing is shady, inconsistent, and difficult to understand. I was required to put a card on file (I asked to be sent invoices and was told I could not) and I get randomly charged for who knows what. After spending significant amounts of time on the phone, and being told by a few different people they could not provide an itemized list for what I had been charged for, I was finally able to be provided via phone what I was charged for. Its ridiculous and bad practice that Im not received an itemized bill with this information.

      Business Response

      Date: 01/25/2023

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


      Thank you, 
      Corporate Compliance department

    • Initial Complaint

      Date:01/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Sound Oxygen has put my banking into someone elses account. They have taken an AutoPay amount of $233.00 out of are account again. They did it in November but we called and they reversed it. They did it again on 1/17/23. We cant get anyone to call us back. I guess my next move will let ******** know what they are doing.

      Business Response

      Date: 01/25/2023

      We apologize for any inconvenience and are working with billing department to review this account.  There has been a refund submitted for the amount of $233 

    • Initial Complaint

      Date:10/28/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      BILLING IS SHADY. I RATHER PAY OUT OF POCKET THAN USE THIS COMPANY for CPAP equipment! I need ot know the price of the equipment so that I can budget. Their billing makes no sense and there are random charges! Plus multiple companies?!?!?!?!? Sound Oxygen Supply, Adapt Health. Make it make sense! The invoice dates and order dates don't match up. AND I see I am not the only one who notices this!

      Business Response

      Date: 11/22/2022

      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 reach me, *********, at ************.

      Customer Answer

      Date: 11/22/2022

       
      Complaint: 18329237

      I am rejecting this response because:

      They can email me. I would prefer an emailed communication.


      Sincerely,

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

      Business Response

      Date: 12/14/2022

      Per the consumers request we have reached out to her by email to work with her regarding her complaint.

    • Initial Complaint

      Date:09/07/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Re billing, billing records, customer ********************** at AdaptHealth/Sound Oxygen Service LLC See: https://www.bbb.org/**/**/******/profile/home-health-care/sound-oxygen-service-llc-1296-22334425/complaints I'm following up for my wife, though we both use this companies services.The have had different stories with each contact, and though this has been escalated internally at Adapthealth no escalated contact has been made to my wife. BBB keeps ****ing the issue closed, which it certainly is not. I now have a PDF of over two years invoices from their **************** It doesn't include the time period when the 'missing' payment should be listed. The website does not have the 'missing' payment listed (the bank statement DOES show the payment.) The website doesn't match up with the information listed for payments on the Adapthealth invoice export PDF. Sidenote, the site ALSO does not have the invoice history; I got that from one of their *************** support people. That person was helpful to the extent they were able. BBB: do NOT **** this resolved without verifying with the complainant....

      Business Response

      Date: 09/19/2022

      We will contact patient to assist in resolving

    Sound Oxygen Service LLC is NOT a BBB Accredited Business.

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