ComplaintsforAeroCare USA
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
When the man came to pick up our oxygen, I handed him a check $18.24, in an envelope to pay for the month I had it. I had it that long because I could not find someone to cancel it. After picking it up, they emailed me a bill for, I dont know what for $33. And some cents.I have not seen it come through our bank yet!I was this close to asking contact 6 to help.Customer #*******Business response
06/12/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
They have lied to me from the first day my insurance from sooner care Oklahoma said it was taken care of when my husband signed the papers the delivery guy at the ****** everything is taken care of I had a wheelchair port a potty and a 4 *************************** I had to get rid of the wheelchair and they said you can keep the ****** and potty no charge they keep billing me I am so sick of this company and some of the people who work there are very nasty on the phone please help me they have ruined our credit I do not have the sooner care insurance from ******** any more due to my age they have cut me off cause when you turn 65 no more sooner care please help I do not remember the amount that we have paid this rip off company please help thank youBusiness response
05/08/2024
We apologize for the inconvenience the consumer has encountered. A team member from our corporate compliance department will have the account reviewed and contact the patient to discuss our findings.Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received an email stating my order was being postponed until they confirmed my insurance would cover as you can see in the attachment. I then get the items and received a bill for the entire amount! I contacted them saying I couldn't afford this and they sent a *** driver out to pick up the items. Then the still charged my debit card $267.43. I called multiple times with no success. Each time I'd get in contact with an overseas call center where I was told on multiple occasions that a supervisor would call me. This never happened. I finally got in contact with them on the phone since they don't reply to emails-see attacent. I was told my items were opened and I wouldn't get a refund. My items were not opened! I told them I needed my money back and asked where are my items, are they keeping them? They said they'd return them to me but no refund. This is hands down the worst customer service I've ever experienced if my life. I feel like they contract with an overseas fraud center for their customer service. I was told I'd receive my $267 back and that's what I should get. I know 100% my items were not opened! The *** guy even helped package my unopened items into a box when he showed up to retrieve them and I have that on my Ring camera. I have never felt so robbed by a company in my life. This company needs an entirely new customer service. Please refund my $267.43. Thank you.Business response
03/13/2024
We apologize for any inconvenience this may have caused. Upper management is reviewing this account, and we will reach out to the patient once completed.Customer response
03/15/2024
[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
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I changed BiPAP providers in February to ********** As part of the transfer, I carried samples if all of our equipment to the local office so that the representative there could enter all of the correct item numbers into their system so as to facilitate a smooth transition.The supplies supposedly went out on 06FEB24. It took three tries to get the correct equipment to me and as of this writing, none of the equipment for my wife has arrived. I have placed multiple calls and talked to multiple representatives, all to no avail.We obviously chose the wrong provider.Business response
03/12/2024
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
03/14/2024
[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.Further, I have been assured that the comedy of errors will not be repeated plus I have been given the contact information for the conflict resolution specialist just in case of any future problems.
Regards,
*******************, MMCM(SW), USN, RETInitial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Around Thanksgiving, I stopped in to Aerocare to start the process of getting a new CPAP machine. After a couple of weeks, I followed up with them. They needed paperwork from the doctor. I got this completed and turned in. I heard nothing from them. I checked in again and they claimed they didnt have the paperwork. I told them they did and the worker then checked the computer. She confirmed they did have it. After another week of hearing nothing, I stopped in the store. This was the week after Christmas. The receptionist was extremely rude and then set up an appointment for me to pick up the machine. Later that day I got a call saying they needed a sleep study before they could set me up with a new machine. Insurance would not cover that, but I provided the original sleep study. This was on January 29th. On February 8th my wife called and left them a message. Despite their voicemail saying calls are returned within 24hours, we have yet to hear back from them. Please help! My current CPAP machine does not work consistently.Business response
02/28/2024
We apologize for the inconvenience caused to the consumer. We will reach out to him to discuss further what can be done to assist him with getting a machine.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This complaint is against Aerocare (AKA Adapt Health) (AKA Madison County Health Equipment) in ****. I obtained a new CPAP Machine from AeroCare here in *********, ****. They have been unresponsive to a number of complaints such as the machine shutting off numerous times in the middle of the night, problems with humidifier etc. They told me a week ago they would have a Respiraratory Therapist call me, and that call never was received. It seems the only support they give is on the telephone. I desire to have this defective CPAP Medical device replaced at no cost to me.Customer response
09/28/2023
In regards to complaint #********, this has been resolved. *********** will be replacing the unit.Thank you for your participation.************************Initial Complaint
09/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have left messages numerous times to set up a fitting for a new mask, they never call back.Business response
09/26/2023
We apologize for any inconvenience. Management is reviewing this account and will contact the patient once completed.Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since January 2022 we have been receiving bills without itemization and the money demanded exceeds the *** allotment, (yes we have met our deductible). We have called on a monthly basis to resolve this issue and request an itemized list of items provided. I have on the last three calls asked to escalate this and would like to speak to a supervisor. On two of the calls after approximately 45 minutes the calls were disconnected. The last time I called after reexplaining what we needed as they customer service person would not send me to a supervision without explaining myself, I was placed on a wait of approximately 40 minutes and was hung up on. I determined we were hung up on as the call was picked up and I could hear the room noise and they immediately hung up on me.Business response
08/15/2023
We apologize for any inconvenience. **************** is reviewing this account and will contact the patient once completed.Initial Complaint
03/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received an unsolicited phone call today, 03/30/23 at 4:18 PM (EST) from a male who identified himself as calling from ********* *************). He stated that my credit card on file had expired and wanted to update it. I asked him if I had an order pending. He stated "No" and then asked for my name and date of birth. I asked why he needed that and he just hung up on me. I called right back and got this same individual on the phone. I asked why he hung up and he stated if I won't give my date of birth he is told to terminate the call. I gave him my information and asked to be transferred to a supervisor. He just transferred me to billing. I called back and spoke to a different person who took my info and told me a supervisor named ******* would contact me. I have not received a call.Business response
04/03/2023
The ******************************* will contact the patient and get the issue resolved.Customer response
04/03/2023
ThereforeBetter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I cannot just accept as a response that someone from this company will call me. I am still waiting for the **** Center Supervisor to call and that has not happened. Therefore, at this time I do not have any confidence that I will be contacted. If I am I will let BBB know.
Regards,
*************************Customer response
04/18/2023
I was finally contacted by this AeroCare USA, and they have addressed my concerns with their employee. They followed up the call with a letter. I feel that they have addresses my complaint in a satisfactory manner.
Initial Complaint
02/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They have billed me $65 so far in bogus charges. They were supposed to pay back but has been two weeks now and no payment back. They also set me up with ******* without permission.Business response
03/09/2023
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 *********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
21 total complaints in the last 3 years.
9 complaints closed in the last 12 months.