ComplaintsforHome Medical Express, Inc.
Durable Medical Equipment
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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 03/02/2024, I was charged on my credit card, $203.08 for supplies sent. No explanation of items sent or price per item. I TRIED to call the company to get this information and ended up speaking to 5 different people with no results. I filed a complaint with the credit card company to dispute the charges. FINALLY, Home Medical Express emailed me what looked like a copy of an entry journal. It was not very satisfying, but I decided to pay them and cancel any future plans. I paid them with a different card than I had originally had them use. I called the company that I had filed a dispute with and told them the matter was resolved AND I had used a different card and asked them to end the dispute. I guess this may be where I was not thinking about the ramifications. The first card turned the dispute into a release of payment. NOW, Home Medical Express has been paid double and of course when I called them they refuse to acknowledge it. Personally, I dont understand how this company has remained in business for as long as it has after my own negative experience and many others the same.Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been working with Adapt Health and/or Home Medical Express for my **** needs. I have since ceased the usage of my **** machine and its supplies and have returned everything to this company. I am continually being charged (stuck on autopay) and this company has not been responsive to getting the matter resolved via phone or email. I have been charged for a nose pillow that I returned on January 25th at 9:21 am with the *** label sent to me. When tracking the package, it says it was delivered on January 29th at 8:45 am. I no longer use the **** machine and returned it. Adapt Health covered that expense, however, someone was supposed to send me a label to return other pieces, but that did not happen. I paid $15.32 out of my own pocket to return every piece of **** equipment that was in my possession, including an unopened face mask. ******* not have had to pay the $15.32 to return the equipment either as I was promised a label that I never received. **************************** told me via email that the charges were cleared due to Discover disputing the charge. This in fact has not been the case on AdpatHealths end. I spoke to ******** who is now stating that you only received a cushion when it was already confirmed that you all received everything needed. My account should be closed as I do not owe anything for a machine I do not have. No manager ever contacted me back after sending an email and calling. AdaptHealth broke HIPPA by contacting my previous residence and speaking to a family member who does not have authorization to discuss my health records. The representative spoke to my family member asking how I like using the **** machine while knowing I have returned everything. When my family member asked who should I speak to directly to resolve this issue, the representative stated that I should contact them which I have been doing for months now.Initial Complaint
03/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 1 and March 3, 2024, I have been charged $50.40 automatically every month for an item I did not receive nor authorize. On March 3, 2024, I spoke with your customer service representative, *****, to inquire about this discrepancy. She said the auto payment was for a face mask interface. I received one as part of a previous order last January, invoice number *********, for which I fully paid. However, I did not order a second one and was not authorized to be charged $50.40 monthly for a face mask interface. In addition, your customer service representative was rude and always tried to talk over me. This is an urgent matter, and I request that you disconnect this auto payment immediately. I also request a refund for the two auto monthly payments totaling $100.80 that were charged to my credit card.Initial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
**************** rude. Services inferior equipment. Delivers wrong type of replacement equipment. This is an oxygen machine. I need to breathe. Water bottle broken. Water going out of Canister and running up tube into my nose and down my throat. I am I suppose to breathe like that. Finally got a repair person who knew what they were doing. The correct parts were ordered and are sitting in front of me. The repair person was to be here today, according to ******* in parts on 1/25. Called today, 1/26, **** said repair ticket was torn up. Does not know who or why. He told me *** the tech who knows his job, would call on Monday. This has been going on since before the 15th of this month. I have had the ************* ********** Here twice. I am a Senior Citizen, who is disabled, in a wheelchair and CANNOT stand nor walk. Something needs to be done. Please help.*****************************Initial Complaint
01/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been a CPAP customer for about 9 months. With a change of insurance, which would reset the CPAP rental/ purchase agreement, I called in November, December, and January to learn about my options to purchase the device directly - paying the remaining balance. I am still waiting to get an approved balance number to pay for the machine. I have made several calls and have dates of those calls documented. I simple cannot get the amount of the balance and a way to pay for it to own the machine outright.Initial Complaint
11/03/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have attempted to get an invoice corrected since mid-April (almost 7 months). In February this company sent me the wrong equipment due to a recall of the equipment which I was successfully returned. April I received an email that an order shipped, I hadn't ordered anything. It was the SAME wrong equipment. Again, I called and the lady was extremely helpful, sent a *** return label & got my original equipment. The wrong equipment was returned the next day. The invoices continued $175.26 invoice and was NEVER removed from my account. I've called the ************ & no one has successfully helped. I've gotten the run around & transferred but haven't talked to someone who helps. I left messages, calls dropped, & waited on hold hours at a time & continue to get calls daily & spent hrs during work. I don't feel I should pay for their mistake. They told me a story yesterday that it is still owed because it was exchanged, however, the next shipment was not until July, 2023, and I continued paying the amount for each shipment that Insurance didn't cover. I requested he send me the account information showing the return and removal of the credit as well as the supposed exchange, he sent me 2 versions of the same invoice. I have paid for everything on the invoices following after the April $175.26 Invoice I have paid what I know I owe. I know the $175.26 has not been taken off my account, there was 3 month between shipments (April - July) and history of payments of all other costs paid. The equipment was never "exchanged".I am getting the run around harassed by them for something that was NOT my mistake. A large company should be able absorb a $175.26 faulty bill much easier than me as an individual can.Initial Complaint
11/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I *********************; am filing this formal complaint against Home Medical Express. Relating to A Rolater ****** i.d #YMXN4C. The *************************** was ordered june 30,2023. Rolater ****** was never received. Ordered by PCP Provider, *******************. location GEN CARE. Address . *************************. ************************************************ ******** .Tel.************. fax# ************. However its an health and medical issue due to weak mobility and weak balance.Initial Complaint
09/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Within the year 2022 and 2023. Home Medical Express and its' owner Adapt Health, charged me monthly for a **** Machine as a "rental". However, the **** was never delivered and never provided by the organization. The organization has failed to deliver the product for at least nine months. I request a full reimbursement for all costs associated with the rental as they never provided the machine that was initially ordered. Furthermore, I would like to cancel all and any future orders and ask that the organization cease and stop all auto-payment activity on my accounts. I ask that the organization complete this process within the next 10 business days. Thank you for your prompt resolution of this matter as I want to resolve this quickly and amicably. Please respond as soon as possible to this grievance.For more information please see the case # *** 235 119, I last spoke with your representative by the name of Cat.Sincerely,*************************** ************ ********************Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 3, 2023, ****************************, *****************, recommended 24/7 oxygen for my mother upon her release from the hospital. On the evening of March 3, 2023 Home Medical Express, ***********************************************, dropped off an oxygen concentrator machine and the accompanying cannulas, tanks, etc. On the morning of March 25th, while the light on the machine remained green, it was noticed that my mother's oxygen levels were dropping. Upon checking the cannula, no oxygen was coming out. The cannula was changed, but there was still no oxygen. My mother was then given oxygen from a tank, but at that point, her oximeter was not even measuring an oxygen level. Upon calling 911, I began chest compressions, the paramedics came, and my mother was transported to the hospital. She was given oxygen in the *** and later that afternoon was transferred to ICU. She passed away the following morning. Her death certificate listed the cause of death as respiratory failure. The previous evening, my mother had eaten a hearty dinner and was walking around the house independently with her ****** "to keep moving and stay strong." She was not ready to die, and should not have died under these circumstances.Home Medical Express picked up the defective machine on 3/28, tagged the machine as defective and needed to be tested. I have made numerous calls to the company, and filed a report with "Ethics Point" (who hasn't heard from the company); I expect some satisfaction for the untimely death of my mother and the trauma this was to myself and my family.Initial Complaint
07/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Account Number: ******** Patient Name: *********************** Invoice #s: *********, ********* Alleged Past Due Amount: $181.55 Alleged Amount Ready for Collections: $175.82 Total Due: $357.37 Details of Complaint: Home Medical Express placed orders for medical equipment without my consent, twice (see invoice numbers above). They have also intentionally sent those orders to incorrect addresses. I have called the company several times in an attempt to resolve this issue. They continue to send invoices. I'm requesting assistance to remove the entire outstanding balance from my account and ensure the company never contacts me again in any way, shape, or form.I had to reach out to my doctor to request a new medical equipment provider earlier this year due to Home Medical Expresses predatory practices.
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Customer Complaints Summary
223 total complaints in the last 3 years.
55 complaints closed in the last 12 months.