ComplaintsforAdaptHealth

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 children with diabetes that require constant glucose monitors which we chose ******** in Houston to provide us with. Before it was bought out by Adapt Health we didn't have any issues whatsoever. After Adapt took over, we have had nothing but issues with billing and receiving the products we have paid for. Back in May when ordering supplies it took me over a month of calling and talking to several different supervisors to finally receive what I had already paid for. When I did receive it, I only received part of what I was told I would receive. It again took me several weeks to get the rest of my order. Coming to this month when we are able to re order supplies, we ordered and paid for them and have still not received the CGM's. We have only received bills for the product that we already paid for. Each time this happens and I have to call, it takes at least 45 minutes to an hour. I have to take time off work to do this.

  Business response

  09/22/2023

  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.

  Customer response

  09/25/2023

  [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 paid for my children's supplies on the 12th of this month and have not received the supplies or even an email saying that it was on its way.  I only received a text saying they received my payment.  It is unacceptable that I can not get items that you have taken my money for.  
  
  Regards,
  
  ***********************
  

  Business response

  10/10/2023

  We do apologize for the inconvenience.  We show that the packages were delivered to the home on October 2, 2023. 

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Adapt Health has consistently made billing errors for my CPAP machine after many months of correct billing. They have lied when saying that my claims have been denied only for my insurance company to verify that they never received the supposed claims and my insurance company had to follow up with Adapt to correct the errors. I have made several calls to the company and ended up returning my machine due to all these issues to the company using their paid postage/label and box which they mailed to me along with a completed form. That package was delivery to the company in late July 2023 and today I have received yet another bill that it appears they sent to asset recovery via ******* *** for $1000 dated 7/24 (which is after the machine was returned). My insurance company has received 0 claims from Adapt Health since my last round of complaints in mid July 2023. My Adapt Health account online shows I owe $0. This company has lied multiple times about billing my insurance company and gave me a very difficult time about returning my machine to yet again be billed without any attempt to process a claim or acknowledge on a owed balance on their own website. I am done with this company's lies and feel bad for people that are falling for their lies and paying them. This is truly insurance fraud and multiple attempts at it. I have a call in asking for a supervisor but given my history with the lies of this company I do not expect this to be resolved before they send it to collections and I do not owe anything including the device they are billing me for. They have also said that they have tried to to call me several times to resolve this issue. I have received 0 voicemails from this company regarding this bill. I have in the past received voicemails so I know my number is correct in their system.

  Business response

  09/14/2023

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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was diagnosed with sleep apnea on July 13, 2023. My neurologist said she would send my information to the company they use (AdaptHealth) in order to get a CPAP. The next week someone from the company called me and scheduled my appointment for me to pick up my equipment. She told me that with my insurance I would have to pay $194.46 as a down payment on the day I pick up my equipment and then a monthly payment of $26.50 for an additional 8 months. I went to the *********** location (****** medical equipment) in Philadelphia. The man there went over everything about the equipment and got me fitted. Then he explained to me that my insurance covered a portion of my equipment and that I would owe $194.46 as an initial down payment and a monthly payment of $26.50 for the next 8 months. During neither of these conversations was I told that they hadn't actually ran my information through my insurance and that this wasn't the exact price that I would have to pay and it may in fact be more. I was told that was the amount for the down payment and that was the monthly payment and that's all that I would have to pay. I don't know where they came up with $194.46 if they didn't run it through my insurance. Now they are requesting an additional $65.16 which they say was supposed to be a part of my down payment now that they've run it through the insurance and saw that I would have owed more than the $194.46. I have called the billing department and explained the situation and told them I should not be responsible for the $65.16 that they are charging me now. They keep telling me it's a legit bill and I owe it, but then said they can't make decisions about whether I owe it or not I have to speak to someone at my regional branch, however whenever I call the regional branch it sends me back to adapt health customer service line and then when they "transfer" me to the branch the phone hangs up. The customer service is ridiculous and I'm disappointed in this company.

  Business response

  09/11/2023

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

  Customer response

  09/13/2023

  [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: they have not made any attempt to contact me and resolve this. They seem to know how to get in touch with me when they want a payment however. 
  
  Regards,
  
  *********************
  

  Business response

  09/19/2023

  We apologize, but we show that this issue was resolved.

  Customer response

  09/21/2023

  I was contacted by the business and they did adjust my account. 
  
  **********************:
  
  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

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date.. July 14,2023...I sent a payment of 64.81  that was not credited to my account... every month I am accruing past due statements. I emailed ********************* countless times showing the front and back of the cashed check... Still the credit department say that they have not received payment. I even sent a copy through the mail to the billing department...I don't want this to go to collections.

  Business response

  09/06/2023

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While picking up a returned/refused item, the representative gave me a blank electronic pad to sign. When I asked to see what I was signing, he showed me an electronic form. He then navigated back to the blank signature area & I signed. I was later sent a message with 2 forms bearing my electronic signature. Neither of which were the one shown to me by their representative. Had I seen those forms, I would have absolutely refused to sign. I was also not given a receipt for the the equipment they picked up.

  Business response

  09/05/2023

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

  Customer response

  09/05/2023

  [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: The "signed" form submitted was NOT what I was shown when asked to sign.  I would NOT have agreed to the statements on the "signed" form, nor would I have signed it.  They falsely showed me one electronic form, then obviously switched it & added a second form with the same signature.
  
  Regards,
  
  ***********************
  

  Customer response

  09/06/2023

  Although I have asked them several times to STOP contacting me in any way, they continue to harrass me with the attached emails.  As I stated in my origial complaint, I just want them to STOP contacting & harassing me.

  Customer response

  09/06/2023

  Although I have asked them to stop contacting me, they continue to harass me with the attached emails.  As I stated in my original complaint, I want this harassment to stop.

  Business response

  09/08/2023

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It's been an on going struggle with Adapt Health for at least 2 years with how they bill for Cpap Supplies. I eventually requested to be taken off Auto payment; which they did comply with after I was originally told it was a requirement. I was taken off Auto pay after they admitted to a billing error that took weeks to figure out. Regardless - After the billing error, I asked specifically if there was going to be any additional unforeseen charges. I was told there would be no more unexpected charges. I have not ordered ANY cpap supplies since they admitted to the billing error because I am fed up by the constant multiple bills for the same shipment... it is impossible to know what was paid and if there is any further outstanding payments because of the chaotic billing system Adapt has. I was surprised ( not really... knowing the history of how this company bills... ) to see an email 8/30/2023 for an invoice due of $157.29 for supplies shipped in December of 2022. Almost 9 months ago! This is beyond infuriating because I asked specifically months prior after Adapt Admitted to the billing error AND supposedly had to do an internal review, if everything was paid up and I received an unequivocal "Yes"... no more surprise bills? "Yes" (they supposedly record conversations so I assume they would be able to go back and review). I need this equipment and supplies for my health and Adapt health is literally the reason I am seeking alternative options. I have no problem paying for items (even prior to the deductable being met) ... but if a shipment is $500... charge me $500! Not $60 this month... $100 next week... $200 the following month ... and $159.00 NINE months later!

  Business response

  09/06/2023

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered replacement supplies for my cpap machine 4 months ago, paid a 68 dollar bill, asked for a itemized description of how much I owe the company to no avail, the keep charging me random amounts of money monthly, with no explication of what I am paying for, if I had bought the supplies with no insurance they would have cost about a 100 dollars, and so far I have paid more than 200 and with no total amount due to be seem, so I suspect foul play

  Business response

  09/06/2023

  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 Compliance Department

  Business response

  09/07/2023

  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 Compliance Department

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use ******* supplied by ******. I filed a BBB complaint previously regarding being billed when we have insurance that covers the charges. Your representative called, apologized, sent refunds, sent a letter. I didn't keep the documentation because I thought the problem was resolved.. BUT NO,... ****** billed in July 2023. I didn't reply b/c I thought they hadn't received insurance payment yet. Then they start calling for payment and I explain several times what has happened in past. I finally paid the bill to get them to stop calling and having to explain what to do over and over and they never did.. So this week I go to our insurance website and look up the claim. It's still waiting to process because it had an error on the claim form (Incorrect modifier **** was message). Now I've already gotten notice of a new billing!! Please, Please, Please stop this billing. I can't do anything about stupidity on my end. I have filed a couple of complaints to ****** online and had no response at all! I even told them they had a problem with the claim filed. TERRIBLE!

  Business response

  09/06/2023

  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 Compliance Department

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted by AdaptHealth asset recovery department with an invoice charging me for the full price of a CPAP machine. The letter indicated that they had been trying to reach me. I looked at the log on my cell phone and found no missed calls or voice messages from this company. The company indicated I was being billed because of non-compliance with usage requirements. I called **** ***** who indicated I was compliant and authorized. After several more calls Adapt Health called again and indicated that after review I am not compliant and the authorization from my insurance company was not correct. I contacted my insurance company again who assured me the authorization is correct and Adapt Health is not reading this correctly. **** ***** has called Adapt Health twice and I have spoken to them multiple times. They have sent my case for review again, but I don’t have much hope this is resolved. I find this very confusing as **** ***** doesn’t understand why I’m in collections and have indicated to me they will pay the claim when it is filed.

  Business response

  08/29/2023

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

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I receive medical equipment from AdptHealth Minnesota, I received my July billing and signed into their website to pay the amount indicated on the bill, when I entered the account number and the invoice number, I was informed from the billing page that there was no balance due. I received a statement in August for the August billing and was again billed for the July portion. When I contacted the company, I was informed that there was a mistake made on their end due to insurance coverage. I explained that was an issue internal to them, that they cannot tell me I do not owe something one day and then expect payment for their error on the next.

  Business response

  08/28/2023

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

  Customer response

  09/01/2023

  I received a call from AdaptHealth and the issue has been resolved to my satisfaction

  Customer response

  09/07/2023

  [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,
  
  *************************
  

*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. ↩