ComplaintsforAeroCare Holdings, Inc.

Medical Equipment

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Initial Complaint
10/09/2024
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.
In March of 2023, I purchased a C-Pap kit from ******* through Areocare. In September of 2023 I changed insurance due to a job change. I told ******** that this was occurring. Areocare never responded back except to call me just about every day to order new supplies. In February I finally call them to order some new supplies and talk to them about billing my insurance. From that point on they started billing me various amounts. Then they started bill me for my machine. I have called and asked for an explanation 4 times since April 2024. They keep telling me they will send me a complete history of my account, but have yet to do so. I have refused to pay them any more money until they send me the explanation or history of my account. I just want information about my account history. I am will to pay if and only if I owe the money.
Business response
10/22/2024
Thank you.We have received the complaint and will work with the patient to get this resolved
Customer response
10/22/2024

Complaint: 22400014

I am rejecting this response because:
They never contacted me. I have finally worked with my insurance company and have paid what the insurance company is telling me is the payoff for my equipment and supplies. But this company still calls and me just about every day to purchase supplies even though I have told th we m to put me on their do not call list.
Sincerely,

***** *******
Business response
10/30/2024
Emailed patient concerning the resolution to his concern and refund was issued. The complaint has been resolved. Thank you
Initial Complaint
10/08/2024
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.
Im reaching out because AdaptHealth, part of AeroCare Holdings ***** has been causing serious issues with my 95-year-old grandmother's medical care. Im her Power of Attorney (POA), and she has ******** and ********* Back in March 2024, AdaptHealth billed ******** for a Rollator ****** we never ordered or received. It was returned to them, and I have proof from ***** that it was signed for in *******, ***When I contacted AdaptHealth, they claimed to have reversed the charge, but ******** still shows it as an active claim and says a check was mailed. I have email confirmations from AdaptHealth and recorded calls, but nothing has been fixed on their end.This isn't the first time weve had problems with them. In 2018, when we lived in ************, they claimed they provided a ****** back then too, but we never received it. The only device my grandmother has ever had was donated by *********************** in 2008, and shes still using that *******, because ********s records show two separate ****** claimsone from 2018 and another from 2024they wont cover a new Rollator ****** for her. This is a critical issue. My grandmother is 95, has had both a hip and knee replacement, and has fallen multiple times. She is at serious risk of injury, and another fall could be fatal. She needs this equipment urgently.CMS is investigating, but theyve said the fraud investigation could take years. Im hoping the BBB can help push this forward and get the claim resolved quickly so my grandmother can get the medical equipment she desperately needs. Im also pursuing fraud complaints through other agencies, but I really hope the BBB can help expedite this process. Thank you for your attention to this serious matter.I will send all documentation once I speak with someone please to understand what you would need exactly. Thank you again,***** ******* on behalf of ******** *********** ************
Business response
10/24/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Initial Complaint
09/21/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
This company continues to bill for services not rendered. My cpap machine had been paid in full but they continue to bill me.This is what I sent to the company:Sent to Aerocare 8-23-2024 9:15 PM in response to balance due of $82.95 Last payment due march 23rd 2024, per 3-4-2024 11:45 am call to billing.Account paid in full from last invoice machine not used any longer.I have no idea why your trying to continue to bill for no services rendered.Sent 9-21-2024:I was told my last payment due for machine purchase was due on 3-23-2024 and was paid. This information was given to me on a call to your agent on 3-4-2024 at 11:45 am est. I removed my method of payment on 4-9-2024 due to past erroneous charges from this company.According to my insurance this information is correct. If you disagree send complete statement from original agreement showing charges and payments from myself and insurance company to the address on file so I can review.Then I received this invoice with a totally different amount.Hello,You are receiving this email because your invoice(s) with AeroCare of ************* is Past Due.This is a friendly reminder that the balance shown is now past due. Any insurance coverage that you have provided to us has been applied and the balance due is your responsibility. If there is a concern with the charges, please call us so we can assist you.If payment is not received within 15 days, a service charge will be added to your bill.If payment has already been made, please disregard this notice. Thank you for allowing us to be of service to you.Invoice # ********* $60.33 Thanks for any help.
Business response
10/02/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
10/03/2024

Complaint: 22319731

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 10/2/2024 6:16:03 PM
this is all they sent me
MESSAGE FROM BUSINESS:

Thank you. We have received the complaint and will work with the patient to get this resolved.
I have asked them to use email to contact me.
Not sure how to answer in your portal because it has 2 options, accept and close out or send other info?

Sincerely,

***** *****************************
Initial Complaint
09/18/2024
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.
On 9/3/2024 I ordeered a ResMed Mirage ***************** mask following a visit to the ******* office. I was told -and a sign in the therapist office read- Satisfaction Guaranteed. Two weeks later after finding the mask unsuitable i requested a return address and a refund which was denied. The Branch manager (******) called me after several emails to the therapist regarding the return and was told: A. that the 30 day Satisfaction Guarante only applied to the initial purchase/pickup of the machine could items be returned; AND B. that since I had opened the package and used the product (Mask) it would be unsellable and it was a company policy to not cover under the Satisfaction Gurantee. The bill was from ****************** of *************, ** with a ***********, ** address and a phone number of: ************.****** promised to send me a follow up email summerizing our conversation and what she could do which has not occured as of this writing.
Business response
09/23/2024
We apologize for the inconvenience and have upper leadership reviewing this account. We will contact the patient once completed.
Customer response
09/24/2024

Complaint: 22302278

I am rejecting this response because:
The Adapt Healthcare response was not unexpected.
We apologize for the inconvenience and have upper leadership reviewing this account. We will contact the patient once completed. It simply kicked the issue down the road; and to help them have a clearer understanding I reiterate/stipulate to the following:
I was first a client of Adapt Health Aero Care beginning on June 25th I picked up my ResMed 11 BiPap unit at the ***********, ** Location as it was easier to get to than the *******, ** Location even though I was demographi****y in their territory. That billing to ******** for that fitting and equipment visit was $1,343.00. I was out of the country (and I advised the ************ to ask Adapt Health Aero Care to provide another hose as the one I received had cracked) when the initial welcome period expired when I ****ed the ****************** following my return asking if I could get a replacement for the hose and ill fitting leaky mask and was told no as it was outside their 30 day period; so I advised them that I would ask the ************ to recommend another supplier.
Enter the Adapt Health Aero Care ****************** of *************, ** with a phone -****- **** asking if they could help and they did with a new hose, a facial mask scan and provided a new F/P Vitera in hopes that it would reduce the mask air leak. It was during a late August visit to the ************ where ************ was happy with the initial results and whose main concern was the air leaks with the mask making a couple of possible recommendations which were sent over to the Adapt Health Aero Care ****************** of *************, ** office in ******* where I sent up an appointment for September 3rd the following week.
During that appointment **** showed me a couple of options stating that there was a 3- Day Satisfaction Guarantee with the mask if I purchased it or I could wait until my September 25th date and change then. My offer to pay the ******** price for the ResMed Mirage Quattro was declined and I left the without purchasing the mask until the following day for $135.00. it was my understanding that the new mask was returnable; and after trading emails her manager -******- ****ed me and there was a Mutual Give and Take and she promised to put her understanding of our conversation in an email and failed to do after several emails to **** asking her to remind ****** of her email promise.

Following that sequence of events, I contacted the ************ requesting a recommendation for a new provider and switched. When a manager of a company makes a promise,they should stand behind that promise as their corporates image/reputation may well be portrayed as Past Performance is Indicative of Future Performance!

In summary a satisfaction guarantee is a promise from a company to a customer that they will be satisfied with their purchase or experience and not hide behind a Welcome package guarantee when it representative makes a new guarantee with a new purchase!

THIS WILL BE MY FINAL REPLY TO THE BBB AND CONCLUDES MY COMMUNICATIONS. THE ONLY ACCEPTABLE RESOLUTION WILL BE A FULL REFUND OF THE $135.00 AND A PREPAID RETURN ENVELOPE LABLE ****** FOR THE MIRAGE QUATTRO MASK.

Sincerely,

***** *****
Business response
09/30/2024
After investigation by management, we are unable to accept a return or refund the mask system the patient received. Patient was informed that a 30-day mask exchange was done after his initial set up and that because he used this mask for 2 weeks, we cannot give him a refund and again referred him to our refund policy in the Welcome Guide. At that point the patient became combative and threaten to take his business elsewhere. Management again explained return policy but would as a courtesy would provide headgear at no charge, patient told her he was busy and disconnected the call without confirming if he agreed with any course of action. "Just email me".
No response from patient other than he will no longer use Adapthealth.
Customer response
10/01/2024

Complaint: 22302278

I am rejecting this response because:

Sincerely,

***** *****
Initial Complaint
09/13/2024
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.
I have been working to get my portable oxygen concentrator replaced, because the batteries fail to hold sufficient charge. ***** ******* has not returned my calls about this problem. Her number is ************. I was told by ******* in the AeroCare office of *****************, that it was not possible to replace my oxygen concentrator, because this is the only thing what they have, referring to the same model as I have now. I need help in resolving this impasse. Thank you for your assistance.
Business response
09/24/2024
Business
Most Recent Message
Date Sent: 9/23/2024 9:41:46 AM
We apologize for the inconvenience the consumer has encountered. A team member from our ***************************************** will have the account reviewed and contact the patient to discuss our findings.
Initial Complaint
09/11/2024
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 November of 2023 I was sent to AeroCare to receive a CPAP machine. My deductible for the year of 2023 was already met at **** for the year. AeroCare was deceptive in telling me I had to "rent" the machine because insurance would not "pay outright" for a CPAP machine. I confirmed with **** that they would indeed pay for a machine outright for the machine, but it was a different billing code. AeroCare waiting until 2024 to bill for the machine on their rental plan. I have made several attempts to get this rectified with AeroCare. They refuse to change the billing to a buy and submit the bill for the correct date of service. This would have me paying almost double the price of the machine and is an unfair billing practice.
Business response
09/16/2024
Thank you.We have received the complaint and will work with the patient to get this resolved.
Business response
09/18/2024
Tried to contact patient by phone today however had to leave a voice message but also sent him a letter to his email address on file to let him know what action we took to get his compliant resolved. Compliant closed on our end. Thank you.
Initial Complaint
08/12/2024
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.
Aerocare dba Accucare and Adapthealth has refused to refund me the unallocated Patient payment on my account # *******, which represents the amount charged to my credit card in 2023 that was subsequently paid in full by my insurance back in 2023. I last spoke with them in May 2024. My insurance coverage for both the machine and supplies was/is 100% with no deductible and no copay. They used any continued supply or rental orders as an excuse for holding the funds paid back in April and May 2023. I did receive a refund $51 of my overpayments when I first requested the refund during 2023, but the representative used new unpaid charges as the excuse for the incomplete refund. I contacted them by phone on 4/23/24 and 5/10/24 to again request my refund after I was sure that my insurance had paid for all my supplies and machine rental-purchase. I have not ordered supplies from them since December 2023. I have filed with ************* of Consumer Affairs, but Aerocare has not responded to their 3 letters. as of August 12, 2023, they still retain my money. i am requesting a refund with interest from June 22, 23. If I do not receive a full refund by September 15, I plan to file with the courts.
Business response
08/18/2024
The ******************************* will contact the patient and get the issue resolved.
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My father's doctor ordered a wheelchair for my dad on around 4/11. AdaptHealth *** called and asked me to pay ****** for the wheelchair and accessories. She said that is 20% deductible that my dad is responsible. Later on, they called me getting my authorization to bill my credit card, I called them back on 4/22 and asked them why, they said we still have to pay monthly rental for the wheelchair, I was so shocked. When the *** called to ask for the address to ship the wheelchair/accessories and pay 20% prior to the call, she never mentioned we still need to pay monthly rental for the wheelchair (she did mention that instead of paying the 20% one time, we can set up the payment, I told her I don't want to set up payment and just pay the 20%). I would have never accepted it because I can buy a wheelchair on Amazon for less than $200. I told her that I wanted to return the wheelchair and accessories. She set up pickup date/time for me. My dad never used the wheelchair/accessories. On 5/14, their *** came out and took the wheelchair and accessories. They continue to bill my dad. I sent the return receipt to them via email and **** mail along with their bill, as of today, 8/9, they still continue to bill and the payment keeps increase. I also called this morning, 8/9, the *** won't talk to me because she said I'm not authorized and asked my dad to fill out the form to authorize me before they can talk to me about billing. I told them that my dad has dementia and really sick. Also, I told her that back in April, they were ok to deal with me, taking payment, and everything without the authorization form, and now they cannot? Their process needs to change and be consistent, not when it's convenient to them. It's not right to bill my dad monthly rental that was returned to them on 5/14. When I mailed and emailed the return receipt, they don't bother to read & continue to bill? I am hoping BBB can help me settle this matter. My dad's name: ***********************. Acct no: *******
Business response
08/19/2024
**** you.We have received the complaint and will work with the patient to get this resolved
Customer response
08/21/2024

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
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since June of 2023 we have been billed for formula that our insurance covers for our daughter due to the fact she is only alive due to this tube feeding formula. Our insurance has told them to file it under a specific billing code when they resent the bills to them and they only fixed one bill. Only the one bill was then approved (December 2023). They keep telling me that insurance doesn't approve it even though insurance covered it from Jan. 2023 to May 2023 and then Decembers, but it's because Aerocare didn't use the right code. Since Jan. 2024 my insurance has been waiting on medical documents from them to get these other codes they used approved and get them paid, but instead of sending the documents they continue to bill us. I have been called a couple of times and each time the people would argue with me about insurance covering the formula only to then read notes on the account and apologize because they were wrong. I also have called several times and my insurance has called as well with no real response. I was also supposed to receive a call from upper management and never received that call either. This company is a joke and I am getting ready to actually take them to court over it because I don't have time and energy to continue to deal with these bills that would have been taken care of if all the departments of AeroCare did their job correctly. It is for my daughter ************************* under my husband's name *****************************.
Business response
08/20/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
08/20/2024

Complaint: 22113621

I am rejecting this response because:
I have called over and over. Our insurance company has made several calls and they have not been able to competently resolve this via these phone calls. How can I trust they will work it out with us when it's been over a year of dealing with this and we can't even get a manager on the phone. They need to give us more of an answer other than they will work it out with us via the better business bureau, because I will not let this go as they tried to send it to collections once already.

Sincerely,

Sierra Garrison
Business response
08/21/2024
I called ****** yesterday, 8/20/24 but had to leave a voice message to let her know I received the BBB letter. I have logged it in our system, and it was forwarded to our senior manager for UHC payor to review her entire account and to please provide a resolution. When a resolution is made ****** will be getting a phone call back. Thank you.
Customer response
08/21/2024

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
08/06/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I picked up my prescribed CPAP from a local company that Aerocare works with. I was told I either have to set up autopay for the monthly rental fee or I can pay it upfront in full. I paid the full amount upfront of around 50 some dollars. I was told my CPAP supplies that I could receive at the time were covered under insurance. I then received a bill for the supplies which I went ahead and paid. It was 30 some dollars. Next, I started receiving monthly bills of $5.35 for the monthly rental fee. I called the company as I paid upfront. I was told that is not how it works and I have to pay the monthly fee. I asked what did I pay for when I got the machine and I didn't get a straight answer. So, I have been paying the monthly fee. I feel that I have paid well over what I should have and would like a refund of my over payment. Also, when I picked up my CPAP, I opted out of receiving emails and phone calls regarding ordering supplies as they called and emailed constantly with my machine prior to my new one. I'm now getting phone calls to reorder supplies! First I'm overcharged and now receiving calls after I opted out! Completely horrible company. I won't be doing business with them again.
Business response
08/21/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.
Customer response
08/26/2024

Better Business Bureau:

I have reviewed the response made by the business and have spoken with a company representative in reference to complaint ID ********. After speaking with the representative, I find that this resolution is satisfactory to me.

Sincerely,

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

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ComplaintsforAeroCare Holdings, Inc.

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