ComplaintsforAdaptHealth

Medical Equipment

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Initial Complaint
10/02/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
September, 2023 ******** ****/********, an AdaptHealth company called, emailed and texted me MULTIPLE times throughout August and early September to get me to re-order my cpap supplies. I told them that I was waiting on a new cpap machine and did not want to order until I received the new machine. They continued to call, email and text regardless. My new machine was being ordered through AdaptHealth and I called them to make sure this was in my insurance network, since I was unfamiliar with that name. They reassured me they were a part of ******** ****, and coverage would be same. So when they called me AGAIN to order supplies for my current machine I went ahead and said yes since it looked like it might be awhile before receiving the new machine. I then received the notice from my insurance company, *****, that I would be billed for Out of Network Provider, since ******** **** was not in network. I would be responsible for around $361.00. Now, in order to not be billed for supplies received from ******** ****, who now admit they are Out of Network, I have to return unused supplies. This means I will have NO supplies for my cpap machine until I find an In Network provider and get supplies ordered and delivered. I do not want to be billed for ANY supplies from ******** **** and feel they should be held liable for the cost of the supplies sent due to their aggressive sales and deceptive practices. If I must return these supplies in order to not be billed, then I will not be able to use my medical device for Severe Sleep Apnea.I feel if a company is this aggressive in contacting people to order supplies then they should be aware first if they are even in the insurance company network. I believe they did know they were not In Network for ***** at this time because they know exactly which supplies I was even eligible to order due to coverage requirements.......
Business response
10/04/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
10/09/2023
As of this date the company has not reached out to me. I do not want to accept their response as there has been no resolution.
Customer response
10/17/2023
[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 been contacted by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
09/29/2023
Complaint Type:
Product Issues
Status:
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.
We submitted full payment 3/12 for account ****** through **** (AdaptHealth online payment service)AdaptHealth says they never received Per their request to expedite the investigation I provided proof of payment that included the following.1. Date of payment 2. **** email confirmation, 3.Date & proof of bank withdrawal, 4. **** proof of delivery to Adapthealth with the following included a. Trace number b. Processing date **** has also paid claim. I’ve made numerous attempts to contact them via email and phone with no response. No one is aware of the situation, my documents are not in file, and I’ve been asked to send email after email providing the same information over and over without resolution Refund or billing adjustment is satisfactory Requested documentation
Business response
10/04/2023
We apologize for any inconvenience and currently have upper management reviewing this account. We will contact the patient once completed
Initial Complaint
09/27/2023
Complaint Type:
Billing Issues
Status:
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.
History of billing nightmare:1.I ordered tubing & humidifier chamber + masks on 5/19 from Premier medical equipment. 1a.When I ordered via phone Premier told me I had to pay before they would ship, they never asked this before. 2.Med-equip or adapthealth bought Premier and I started getting bills from them.3.I called the # on the bill 3x to try to get this straightened out, I have no idea what the status is as no one got back to me. ************************* is one name, I did not get the other 2 as I did not think I had to. Emails sent on 8/29 with proof I paid that ****** asked for. 4.Another bill arrived on 9/? With a seriously past due message so I sent email to ************************************************************************* on 9/9 with more proof I paid.5.There is an item on the bill for $10.01 for a A7031 FACE MASK INTERFACE which I have no idea what that is.5a.I NEVER ORDER ANYTHING FROM ADAPTHEATLTH(MED_EQUIP)Update on above:They adjusted the bill after my 4th try (someone took time to look at it). I keep getting a 10 bill for A7031 FACE MASK INTERFACE, i have never order anything from adapthealth, it needs to stop.
Business response
10/04/2023
We apologize for any inconvenience and have management reviewing this account. We will contact the patient once completed
Initial Complaint
09/25/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To Whom It May Concern: I would like to file a complaint because I was informed to sign a brace order form "guaranteeing" that the product will be paid 100% by my insurance while at Dr.****'s office in Sugar Land, TX. However, that's not the case and I have a deductible from the order as told by AdaptHealth. I kept insisting that I did not want the brace while at the Doctor's office since I already have one, yet the medical staff insisted that it was "fully covered by the insurance" so she told me to sign the order form and take it. This is like a scam and now I am liable for something I did not want. I tried calling Adapthealth customer service, but they would not accept refunds/returns so now I am stuck with a bill that I did not authorize. I would like the bill to be adjusted so that I have a zero balance since I did not authorize the order. Thank you.
Business response
09/27/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
09/28/2023
The busniess have resolved my issue. Thank you.
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
09/18/2023
Complaint Type:
Product Issues
Status:
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.
Returned items that were never asked for on 8/7 (Verified delivery by ***** I was autobilled $106.72 for the unrequested items. It's been over 6 weeks and nobody at the company can help me. Billing bounces me to Resupply, who then says Billing should have resolved.
Business response
10/09/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Initial Complaint
09/16/2023
Complaint Type:
Delivery Issues
Status:
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.
never delivered all required eqpt prescribed barley able to speak to anyone & when I do I never get the same answer twice send me surprise invoices after month of service never picked up eqpt after making 2 separate appointments to do so
Business response
09/19/2023
We apologize for any inconvenience and have upper management reviewing this account. We will contact the patient once completed.
Initial Complaint
09/14/2023
Complaint Type:
Billing Issues
Status:
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.
In June, I began receiving bills from Legacy Medical. This is the order:June 1 $6.47 June 6 $12.94 June 14 $25.88 June 27 $25.88 I was out of town from June 7 - 27. When I returned and saw all these statements, I called the phone number for billing questions **************. I spoke with *****. He told me that I could pay this online, and confirmed that the $25.88 would be the end of billing, as I would then own the nebulizer. I paid online on July 12.I continue getting bills. I spoke to ****************, as my online account had not updated the day after I paid, and she asked for proof that this had been paid. I went to my bank, got a copy of my statement with this transaction on it, blocked out my account number, and sent her a screen shot of the paper. I contacted Clover a week later when my online account had still not been updated. She did not seem to recall any of our conversations or exchange of emails, so I sent the statement again.I am now getting phone calls every day stating my account is over due. I spoke with *********************** at the company on Monday, September 11. She could find no record that the had been any transaction or communication about this payment, so I sent her a copy of the statement from my bank. Today, my daily phone call has added a late fee of $15. I am still waiting to hear back from ***. She said she would call me when this is resolved.
Business response
09/19/2023
We apologize for any inconvenience and have upper management reviewing this account. We will contact the patient once completed.
Initial Complaint
09/14/2023
Complaint Type:
Billing Issues
Status:
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.
I was charged a medical bill for a Walker by Adapt Health. When we received the Walker in the hospital on 6/3/23 we were told by the hospital that we were fully covered and that no additional charges would be billed. Months later we received a bill from Adapt Health of $147.50 for this Walker. We called and explained that *** Hospital told us I was eligible for the walker and it would be fully covered. I offered to return the Walker as I am 96 years old and on a budget. Adapt Health I told me that they will they not accept a return as we have had the item for months and insist that we owe the money despite me telling them that the hospital said we were completely covered. Adapt Health is now using a Collection Agency named ******** ******* to request payment including additional late fee charges. We have called ******** and explained the circumstances by which we accepted the Walker but they continue to call and send letters. We feel that we should not be responsible to pay as we were told that we would not receive a bill for the Walker. The bill was received months later which makes it impossible to return. We are being harassed by a collection agency.
Business response
09/18/2023
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
09/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On July 7th 2023 - I submitted and oral and written request to replace a defective CPAP machine that was provided to me Feb of 2023 due to a defective modem. After receiving a notice for payment or compliance, I spent over 30 minutes talking to agents ( Original Agent: *******, Supervisor: ****, and Compliance Rep: ***** to identify a long-term solution. I advise them that I would not be able to go to a location during regular business hours due to the fact that the machine was not communicating this is not something that I had to do with my previous machine. I have since followed up with a second email and call on July 26. We are in Sept and I have still not heard back regarding a replacement.
Business response
09/20/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Business response
09/22/2023
We have reviewed the patients account but have been unable to reach her. We will send her a letter.
Initial Complaint
09/13/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been receiving monthly invoices for wheelchair rental for this year (2023) . The chair was picked up by the rental company for return circa Sept 2022 and continued paid for by ******** and ****** ** ***** until Jan 1 2023. I changed to ******** advantage plan Jan 1 2023 and was unaware the adapthealth continued to bill ******** after the return of the chair. I phoned adapthealth four times and could not get thru to a supervisor/investigator. The customer service \ billing department in all calls advised me that a investigator would call back , but did not. The rental bills continue to arrive but I have not had the chair since last circa sept 2022. I can not find receipt for delivery or pick up , and was told they can not either. This billing needs to be cancelled as they did get the chair back last year, I need help to accomplish this, adapthealth is not returning calls. Hopefully, BBB could assist with a letter to expedite a solution thank you for your time and efforts ******************* ************
Business response
09/20/2023
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
09/20/2023
I do wish to settle this claim by disolving current charged and discontinue future rental fees. What will be required to discontinue this account?
Customer response
09/26/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I do wish to settle this claim by disolving current charged and discontinue future rental fees. What will be required to discontinue this account?

Regards,

*******************
Business response
09/26/2023
Thank you for sending us the patient's response. ****************** account has been adjusted and nothing further is billing.
Customer response
09/29/2023
[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,

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

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