Adapt Health

Customer service should be called Customer Disservice. The company apparently hires the dumbest people they can find. Every time I called - whether it's for help with the equipment or billing questions - they are clueless. The aggressively bill which causes problems like getting bills thru email, USPS, more emails. The real problem with billing is there's never any detail in the bill. What are they billing for? Call customer service...good luck with that. They lean into having not received a EOB from my secondary insurer. My insurer paid the bill, according to the EOB that I saw and sent to them four times. Yet, they continue sending invoices by mail and email [with no information attached other than invoice # and dollar amount].

This is the 2nd time in less than a year with the company that my Dexcom orders have been late. Trying to talk with anyone that works there is useless. Last time this happened my supplies were very late. This time they are a month late! This is totally unacceptable! Do NOT use thsi company. BC has just approved getting Dexcoms from you local pharmacy. I am there without a doubt.

I've been trying to get my CPAP replaced for a year and all I get is the runaround.
Also, they kept sending me supplies for the lost CPAP after I told them I no longer had it and kept billing me for supplies I could not use and did not ask for. Customer service is totally useless. Avoid this company at all costs. Dealing with them is infuriating.

9/24/24: AdaptHealth @ 704.317.1926 left voicemail & told me they had my supplies ready & to call 704.831.5000 for delivery.

10/2/24: I called several numbers but encountered multiple issues. I was transferred four times without a resolution, some staff promised callbacks but didn’t follow through, and I had to leave voicemails that went unanswered. As a client of the Charlotte office, my call was still redirected to TN, Wilmington, and Gastonia, adding to the confusion.

704.317.1926: (Caller) Left voicemail, no callback
704.831.5000 (Charlotte): Phone tech problem
980.448.3115 (Gastonia): Phone tech problem
844.825.3534 (Supplies): Database tech problem
563.287.9424 (Gage Mgr): Left voicemail, no callback

10/11/24: Tried all the numbers again today with no success. The ongoing lack of communication and organization is draining, both physically and mentally. I may just give up on this. My 1st sleep study showed I quit breathing 50 time in one hour, but that's fine. I think I would rather take my chances with no cpap instead of this merry-go-round with them. I'm a disabled senior citizen and sadly Medicare will only let me get cpap supplies from AdaptHealth.

To resolve these issues, AdaptHealth could:
•Improve communication by ensuring calls are answered or returned in a timely manner.
•Provide clear and accurate information to clients about their status and supplies.
•Enhance their internal coordination to prevent unnecessary transfers and delays.
•Fix ongoing technical problems with their phone system & database to improve customer service.
•Additionally, I discovered that they have an "F" rating with the BBB, which aligns with these frustrations. Better customer support and accountability could greatly enhance their reputation and client satisfaction.

Wish I could give them 0 stars. I unfortunately am a client of Adapt Health in Pennsylvania since 12/2022. They have sent letters saying I am out of compliance with my CPAP machine and threatening to charge me $600 to pay it off. That was after paying over $1000 dollars for the machine. They sell brand new online for around $1200. Total ripoff. Never said I had to bring in my chip card for verification that I am in compliance. I started calling them in June to resolve these issues and have not gotten any satisfactory response. All I got was "they are looking into it." They did not submit all the bills for 2023 to my insurance, just debited my credit card for the overpriced supplies and a rental fee which should have ended in December of 2023. They will not tell me if my machine is paid off and how I can get out of the contract for their machine. They even refused to discuss my insurance issues with my insurance company even though I gave permission for them to do so.

I wish they would have to compensate me for my time and money spent trying to fix this issue. They have been horrible to deal with and I am happy to be switching to another company, although it looks like I will have to pay for a new machine out of pocket because they will not tell me if my current CPAP is paid for yet.

This company has a horrible billing department! I get my CPAP supplies from them and always pay my bill on time. I got a call today, 8/22/24, that I had a past due bill of $77.60. When I looked online the invoice was dated 3/4/24 and the amount was $32.76. In July, my account was up to date so how could I have a past due bill from March? When I called Billing, the rep could not explain. I then asked for a supervisor. She admitted that the insurance claim was only processed yesterday, 8/21/24, so in fact there was NO past due bill. She did not apologize or explained why they accused me of paying a past due bill. Do not use this company unless you have to. They are dishonest!

I gave Adapt permission to debit my account for APAP equipment to treat sleep apnea. Recently, I was treated in an ER (Methodist), and last minute they brought me a knee immobilizer for my knee. Adapt Health apparently provides equipment to the hospital and decided my authorization for APAP equipment allowed them to randomly charge my account for services reveived at a hospital. Beware. They were NEVER authorized to take anything out not related to APAP equipment.

All comments above this ARE TRUE customer service is terrible have been called many times for balance of bill Adapt Health is not billing my secondary insurance have talked to are administrator and she said they have not received any bill with EOB attached but yet they keep calling and sending invoices [with no information attached other than invoice # and dollar amount] thank goodness my bank card was compromised early on in this fiasco so they weren't able to just charge my bank account as I've seen in many previous reviews, still hoping after 6 months they get their act together, not holding my breath.
# One thing DO NOT GIVE THEM A CREDIT OR DEBIT CARD you'll be sorry if you do!

I wish I had read the reviews before doing business with this company. Literally, from the day I picked up my CPAP machine, it has been a nightmare. Even though all documentation was provided to them for both insurance companies, they repeatedly claim they don't have it or it's incorrect or it's not valid or they won't pay (even though they haven't submitted a claim). WORST CUSTOMER SERVICE EVER!

Watch them with your credit card! Their customer service can't give you a straight answer about what a charge is for and seem annoyed when you ask for a written statement and don't just let them charge your credit card.

Wow, terrible customer service! I just moved to a new state and I have to use Adapt Health for my CPAP needs. When they sent me only the frame for my headgear, I called and they apologized and said they would send out a replacement of the full headgear right away. When I got the bill, I was charged for both and when I called to explain that this was their mistake, they told me that because I didn't send the headgear back, that I was responsible for the charge. Why didn't anyone tell me that I had to send it back? And they won't accept it back now! It's not a lot of money, so I will pay it, but they lost a customer over $3.54.

I had to change my DME company due to an insurance change. I chose AdaptHealth based on their reputation and reviews. Sadly, they did not live up to their reputation.
Customer service is terrible. As a new customer, I was required to attend a mandatory meeting. After taking time out of my workday, they never called or followed up. It was necessary for me to call them. My frustration was exacerbated by so many incorrect items. Customer service representatives laughed at me, and supervisors didn't respond to my requests. It took me more time than ever to resolve issues. I was even told by my doctor that more complaints have been received. Their customer service agents need to be trained to be respectful of customers, and their supervisors need to not ghost clients when they tell us to call/email. I have left this company

repeatedly billed for Airfit F20 since 2/28/2023. Returned item (UPS) in March of 2023 but 30+ calls to AdaptHealth- dba Keene Medical over last 12 months have resulted in a complete waste of time! Ex; Billing says, the warehouse must confirm item was returned, manager in billings it must have been received, he will look into it and call back, Calls to other departments resulted in the same lies, no one ever follows up! On 2/9, my call to Avery in billing, she said she was sending an email to her supervisor, Kristine who will find out if the airfit was returned. Resupply shipped the Airfit in Feb 2023 and send a return USP label. Now we have late fees! Just another no call back...Can see why their earnings have been downgraded. They are a mess!

How can AdaptHealth claim a 4.8 stars customer satisfaction rating as advertised on their web site? This has to be fraud. Service is non-existent. I am on an insulin pump with CGM. When I need supplies, I need supplies. I cannot find order status. The last time I had to go for over a week without CGM supplies. They always come up with an excuse or say, "It is going out today." I was going to switch back to my previous supplier (not very good), suddenly AdaptHealth reached out to check my status. When I told them that I did not need infusion supplies yet, but needed the CGM supplies, the agent (hard to understand, I assume he was in a foreign country) could not seem to understand, but I thought I got through. That was days ago, and I want to make sure my order is in process. There has to be a company out there that can run their business as they should. The government must have tightened the screws so tight that nobody can come out above water.

This company had the nerve to charge me 5 times the price of a hand brace that I could have purchase on Amazon for $45.00. According to Adapt Health they billed my insurance company $225.56, because my insurance company ( Cigna ) allow them to bill that much, My insurance paid them $179.71 Which lets Adapt Health to bill me $45.85. If I was an elected Federal Government Representative, I would investigate this excessive fraud.

I had a CPAP through AdaptHealth. After their incessant robo calls to reorder supplies turned from frustrating to infuriating, I returned my machine and asked them not to contact me again. For 8 months they stopped... and now they've started again! I've told multiple customer service reps to take my name off the list, as I no longer have a CPAP to reorder supplies for, but they keep calling. I blocked them and reported them to the FTC - what else can you do. How desperate they must be.

Do not use this company for medical supplies. They will hound you for payment even before due date. They are violating every rule for collections. They demand credit card numbers for payment. They do not want to accept checks. They will call an average of 5 times even before the due date. Do not ever give them a credit/debit card number, a cell phone number or a checking/savings number. They will hound you relentlessly. Also, they make it very difficult to get a detailed bill that shows the purchase amount, insurance adjustments/payments and amount due. I am not sure how they get away with all this stuff. They must be violating a few federal and state consumer protection laws. Again, choose another medical equipment supplier.

Complaint against Adapthealth
Adapthealth is a medical device supplier. Americoast Maryland & Midatlantic Medical Equipment , and Royal Homestar are owned by Adapthealth. I have been using them for the past 10 months. Their billing practices are terrible. Their billing statements do not include the amount of the purchased item, and insurance payments and adjustments. Their statements only include the amount that they think the customer owes. They are the only company that will not automatically give consumers detailed billing information including insurance payments and adjustments. I discovered the detailed data is available, but you have to call them monthly to get it. This company lacks transparency in its billing practices and can not be trusted. The company has a culture that is driven by collections and payments practices that try to take away consumers payment choices:
1.) All their online processes, people and systems are geared to getting people to use their automatic billing payment capabilities which do not provide detailed billing information.
2.) They use every trick in the book to get people to mistakenly enable automatically payments.
3.) I incorrectly pushed the wrong button on their online portal and discovered I inadvertently signed up for automatic billing. I called customer service to correct my error. I was informed that I could not change my error. I became UPSET and informed Adapthealth that what they are not doing is against the law. I threatened legal action. The customer agent subsequently reversed her actions and changed my preferences back to paper statements which enables me to pay by check.
4.) My sense about this company is they are not doing well financially. Consequently, they have stepped up their bad collections practices to improve cash flow. Bad management is forcing employees to behave improperly. Things like normal payment processing is considered a collection problem. They aspire to collect every penny they can get even before insurance payments and adjustments are made.
These billing practices need to stop. The company has had past legal action against them for overbilling. Their culture enables an environment where senior citizens and others can be easily defrauded because many customers do not know detailed data exists to help them review the correctness of Adapthealth’s billings.
I am asking that Adapthealth (including Americoast Maryland & Midatlantic Medical Equipment , and Royal Homestar) be forced by regulatory authorities to comply with industry billing and collections laws:
1.) Do not trick consumers into automatic card payments.
2.) Do not force customer service employees to do things that are against consumers’ best interests.
3.) Provide detailed invoicing with insurance payments and adjustments on all billings.
4.) Provide detailed monthly statements via the mail, email or texts.
5.) Stop bulling via calls, emails and texts consumers to pay their bills early.
6.) Use industry accepted collections practices.
7.) Only bill after insurance payments and adjustments have been applied to an account.

I received a cpap machine with 1 nose piece. I had a 10 minute consult on day 1 hour 1 and her parting advise was I just need to breath normal. What I found out that night is that it’s impossible to breath normal if you actually want to breath out of your mouth. Unfortunately I had a horrible experience. I should have at least received a sample pack so I could try some different mouth / nose pieces. Well the bottom line is I didn’t use it enough in the required amount of time so I was told I have to buy it or return it and lose my deposit. So I’m the end they stole my money without giving me enough time to truly try to get used to it as when I was trying to get to sleep I was feeling like I was drowning. What poor service l… one star

The company cannot keep track of its shipping or billing and they refuse to bill the proper insurance company and I lost and I lost almost 600 dollars out of my account. I have disabled auto pay and had to change my card. I asked to speak to a supervisor once and was told no. I have since changed companies. I do recommend this company to anyone. Avoid them at all cost the customer service is real bad it takes over an hour to talk to someone