ComplaintsforAdaptHealth

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My CPAP machine began displaying "Motor Life Exceeded. contact care provider" during the last week in November. I contacted ******* Home Medical (Adapt Health), who informed me I would need a prescription. First week in December, I contacted my neurologist, who said since I hadn't seen them in a couple years I would need to be seen as a new patient. Their first available appointment was 1/31/2024. I was unavailable on that date. The next available was 2/14/2024.I called my primary physician the next day to explain the issue: I need a prescription for a new CPAP machine, but the neurologist can't see me for two months. My physician said they would send the prescription to Adapt Health.On or about Dec. 18, I called Adapt Health to see where I was in approval. They said they received the prescription and sent it to the insurance company for approval. I asked how long that could take, and was told "1-3 months." On Jan. 25, I called my insurance company to see where they were in the approval process. They had no paperwork. We called Adapt Health together, and made little headway over more than an hour. The prescription they received in Dec was not sufficient. Jan 26 - had my physician write another, more prescriptive, prescription. Adapt Health: first told me they were processing the order after a week; then a week later said the prescription was still insufficient.Feb 14 - Neurologist Appt. After I learned Adapt Health still wasn't processing my order, I asked the neurologist to work with them.Feb 23 - neurologist sent the prescription.Feb 26 - Adapt Health - "we received the prescription. As soon as it clears the prescription specifications and insurance, we'll make an appointment to set up your device." I explained the insurance already approved the device with ********************** on Jan 25. Just process the order and ship it to me. It's been 3 months, and I'm no closer to getting my CPAP machine than I was the first week in Dec. Over 4 hours on the phone.

  Business response

  03/06/2024

  The ******************************* will contact the patient and get the issue resolved.
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company sends bills with no explanation of what they are charging for. The only way to find out is to call/email. It has been over a year I have been dealing with this company, but recently I am finding out they are billing the insurance company way more than the supply chain charges. These charges are starting from November 2023 but I would imagine there have been more instances. For instance-for Headgear CPAP Mask nasal Dreamwear small with small *************** was charged $35.00 and $120.00. Supply chain told me the total cost is $63.22. For nose pillows insurance is being charged $95.37 for 2 and supply chain states the cost is $16.20 each. Filters for CPAP machine-insurance is being charged $11.28 for 2 and supply chain states cost is $2.16 each. This company needs to be investigated and I and other consumers, insurance companies need to be reimbursed for the overcharges.

  Business response

  02/26/2024

  Greetings & Hello!
  Thank you for contacting us regarding this matter and bringing this situation to our attention.
  We have assigned and Resolutions Specialist to investigate this consumer concerns and will update the consumer directly with our findings promptly,
  
  
  We appreciate your patience and the opportunity to assist you. 
  
  Best *************************************************

  Customer response

  02/26/2024

   
  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

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an invoice in late January 2024. The invoice says its for wheelchair Rental. I never agreed to rent my wheelchair and it was supposed to have been a purchase, which was made in the summer of 2022 (approx 18 months ago). I never received any invoices before now and I never received anything from my insurance company. So, I believed that the wheelchair purchase had been paid for by my insurance over a year ago. Now AdaptHealth claims all of their wheelchairs are only rentals. I asked them to send me a copy of the contract/rental agreement I have ever signed, because I know no such paperwork exists since I never signed anything, never was given any paperwork or anything. I informed them that they are violating the law by trying to collect money from me or my new insurance provider since no written agreement was ever made. ******* I spoke with today said she wasnt authorized to send me any paperwork with proof of my rental agreement. Again, thats because its non-existent and they cant send me anything. AdaptHealth claims they called me in 2023 and it went straight to my voicemail. Thats true (even though it had still been almost 18 months before that call). I didnt call them back because I didnt even remember that they were where I purchased the wheelchair, since it was so long ago. I wasnt familiar with the company name so I thought it was a scammer calling.If they try to report this on my credit or continue to pursue this matter, I plan to obtain legal representation and then they will also have to pay for any legal expenses.My previous insurance provider also has nothing on file, so apparently AdaptHealth dropped the ball or they are intentionally scamming customers.

  Business response

  03/01/2024

  We apologize for the inconvenience caused to the consumer.  We will investigate the consumer's account and follow up with her to advise.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Sept 2023 I received a call from Adapt Health for a CPAP resupply. I went through a check list with a person over the phone of about 6-7 different items I would need. I asked for a quote on what my insurance would cover. She told me she could submit it and then call me back with a quote. She called back about a week later and gave me a price of over $500. I declined and asked what the price would be for just 3 CPAP replacement cushions. She quoted me $102 on the phone and I agreed to that. I was offering to pay at that time and she said no, they will send them to me and bill the insurance and then bill me. Fast forward to me receiving a bill for $167 for the 3 cushions. I have called numerous times and spent hours on the phone trying to explain this and I had success 1 time in December with one representative who called the ordering line and confirmed that I was billed incorrectly and they said it needed to be rebilled. I continue to get calls and I tell them about the situation and cannot get any progress. I have tried escalating to a supervisor and I receive no call backs or any help. I have told them I am willing to pay the $102 I agreed to. This company is horrible customer service.

  Business response

  01/30/2024

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a CPAP from Adapt First week of June 2023. I had reached my out-of-pocket for **** due to surgery. I was told repeatedly when I asked ******* about cost that it was covered at 100% by my insurance. I also confirmed this with ****. I have since received bills every two weeks for supply costs that are covered by the insurance and now they are adding $15 late fees to money I DO NOT OWE. ******* that gave me the machine would not help me or return my calls. I tried to go to the office but was told no one will speak to me without an appt. I tried to make an appt and was told i had to call the number to do that and no one would help me. I was shipped the wrong supplies and when I called about it I was told I waited to long to contact them. Not their fault and if I need supplies I had to go buy them on amazon or CVS. I have called them over 20 times. I was forwarded to an escalation specialist named ******** during one of my calls the day after thanksgiving after insisting repeatedly for a supervisor. She told me she would help me and gave me a phone# and ext. She did nothing and never called me back or replied to any of the messages. I called several times in Dec and was forwarded again to a different specialist who said she would help and never contacted me again. I was told i could not get more supplies until the billing issue was resolved! Now my insurance is being billed for supplies I did not order or receive for an encounter that never took place on 12/27/2023. I even had a woman call, speak very rudely from adapt demanding personal info claiming they needed it for the **** billing I refused to give it out over the phone so she became angry and hung up. I have received EOBs for all of the charges from **** and I owe them nothing. I have even reached out to **** and i was told the same. I am under contract to rent/buy my machine from them for ten months and that will be satisfied in March of ****. **** has paid all of the rental/purchase fees to date.

  Business response

  01/30/2024

  We apologize for the inconvenience caused to the consumer.  We have reviewed the account and adjusted the balance owed by the consumer.  There is no open balance on the account at this time.  

• Initial Complaint

  01/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  First I wasn't told about my low AHI until I received my CPAP machine. I was then led to believe that I could return the device within 90 days. After one day I wanted to return it as the therapy was not for me, and I was told I couldn't get even a partial refund. Then I got another invoice (not yet paid) for $115.51 which I wasn't told about at all. This process is quite unclear and I feel like I'm getting scammed. All I want is to give everything back and get a refund.

  Business response

  01/15/2024

  We apologize for any inconvenience.  **************** is reviewing this account and will contact the patient once completed.

  Customer response

  01/17/2024

   
  Complaint: 21075096
  
  Thank you for the reply. I do not want the case closed out so I cannot "accept" the response, but I will wait to hear back from AdeptHealth.
  
  Sincerely,
  
  *********************************

  Business response

  01/31/2024

  Per our billing department a refund has been issued to the credit card on the account. Informed to allow 3-5 business days to reflect on the card.  

  Customer response

  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

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manner of business is fraudulent. You are charging RENTAL on my CPAP machine for which has been paid for a long time. I did not purchase it from you! It's mine. I spoke with your personnel on the phone about this in *********. I also spoke to your people in *************** also. Just because you believe you can charge **** a month, to bill on a 30 day cycle vs the ************************* with the bill. And, then you say, "oh, you have insurance. That's not correct. The insurance has a ****** deductible! I have to pay for all of the out of "my pocket!" No way. That's not going to wash. My HR at my work place even flipped out when I told them that, and said it sounded like fraud. My benefits people said the same thing. I called **************** my bank, and they said the same thing. And, I want you to know. That if something is not changed. I am contacting my State Attorney General concerning this. I suggest, you end the agreement, and not bill anything further. I being nice here. Because **************** strongly encouraged me to ask for all the money back from you.

  Business response

  12/26/2023

  We apologize for the inconvenience and have upper management reviewing this account and will contact the patient once completed.

  Customer response

  01/02/2024

   
  Complaint: 20990989
  
  I am rejecting this response because:

  No specific action was indicated will take place, other than; take our word that we will hand it off to someone else. No explanation, as to the problem, or why things are operating as they do.

  How about an explanation? What will you do to rectify this problem? What are your follow up actions?

  is this where everyone forgets now?
  
  Sincerely,
  
  *********************

  Business response

  01/04/2024

  Per our billing manager, We are not fraudulently billing; the patient received a CPAP supply from ** back on 9/28/2023; his plan requires that the package items be split over a 3-month period. We provide the full 90 days upfront, but its billed on 9/28/23 10/28/23 11/28/23.
  
  His resupply orders will continue to bill like this going forward; so, if he chooses to place another order through Adapthealth it will be expected to pay for all 3 installments. However, as a onetime courtesy they adjusted the bill of $8.72 for the last installment from the September order. 

  If he still chooses to utilize another supply company, he will need to contact our supply department to finalize closure of his account.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/7/23, Adapthealth issued invoice #********. Their own transaction #********** shows that I paid this invoice on 7/25/23. Said payment shows up in my bank records on 7/26/23, and was confirmed by their own email.A few months ago, they started billing me the same amount for the same invoice. I've tried contacting them via their website twice and by returning their paper statement with a copy of their confirmation email. I expressed the preference that they contact me via email -- an option offered on their website.To date, their only communication has been to send another statement for the same invoice.

  Business response

  11/06/2023

  Greetings & Hello.
  
  We would like to thank you for bringing this matter to our attention. A team member has been assigned to investigate this matter on your behalf of the consumer and will be in contact with them directly with our team members findings.
  
  Thank you,
  Corporate *********************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Adapt Health ****************** keeps calling, sending emails, and mail regarding a bill dated 8/19/23 for cpap supplies. I have called them, emailed them and mailed a response to the paper bill stating that my supplemental insurance company, TranAmerica, shows the payment was wired to them on 9/17/23: EFI # **********. Please note that I have ordered supplies several times from this company and never received a bill before because my insurance has always covered this. Today's date is 10/11/23 and I am still getting harassed for payment of a bill that was paid by my insurance company. All Adapt Health's numbers are routed to an overseas call center to employees with heavy accents and literally no help.

  Business response

  10/17/2023

  The ******************************* will contact the patient and get the issue resolved.

  Customer response

  10/20/2023

   
  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

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/6/2023 @ 3am! I was definitely not awake at this time. This company went ahead and used my card on file to charge the full amount owed $451.53 on their OWN ACCORD. I HAVE NOT been set up for auto pay. I DID NOT approve this payment. I DO NOT have a payment plan set up and it definitely wouldnt be for that amount. It was an unauthorized debit. I woke up to this. Immediately called them. They told me the only way the could refund my money is if I set up a payment plan (in the amount they want) each month. I told them I could not do that. So, I wouldnt be getting a refund even though they are in the wrong and I DID NOT APPROVE THIS AT ALL. I called my bank which now I will go have to file a dispute. Which will take days or a week. Im a single mother with bills. I might overdraft if they do not reverse THEIR MESS UP!! This is absolutely UNACCEPTABLE! I need help ASAP. If you need anymore info please let me know. I do have pic of the amount, time they took it out. I have pics where I am not on auto pay or a monthly plan with them. Thank you

  Business response

  10/10/2023

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

*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. ↩