Adapt Health

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

I have spent countless hours with Adapthealth's customer service and billing department attempting to resolve multiple issues. Firstly, while I understand HIPAA requirements for verification of my account, I am accustomed to answering just a few questions such as birth date and phone number. However, each time I speak with a representative, in addition, they request full address, phone number, insurance information, phone number, etc. Can the representative not see that information on their computer screen?

AdaptHealth shipped me the wrong equipment and has billed me for it, despite having returned the equipment weeks ago (as verified by their receiving department). Their systems to not facilitate on-going case information. Consequently, I have to start from scratch each time to reiterate my issues.

I wonder if their CEO has any idea of the magnitude of his/her company's problems? Perhaps the company doesn't realize (or doesn't care) how much additional personnel they must have to maintain in order to answer repeated questions from their customers. I am certain that I am not the only one that has experienced this nightmare.

I am soon to move on from this company and will make every effort to post my less than satisfactory experiences.

This company is the absolute worst. I have never had so many problems. First, they never call you back when they say they will. Their billing department doesn't have a clue what the shipping department has sent. When calling the shipping department they send me back to the billing department. The bill is totally incorrect. I have NOT received ANY supplies from them, yet they refuse to delete this bill. I have had it with company!

I’ve been a Versus customer for approximately seven years. Versus support was always above and beyond unprecedented. I say this because approximately five years ago my cpap suddenly had issues. Versus was going to ship a machine to me, but I was flying out for business the day it would arrive. They arranged to have it at my hotel in my room when I arrived. They just made sure I was ok. I didn’t even ask for that. They just did it.

Now, Adapt has purchased Versus. Adapt sends out order confirmation shipping info. They list phone number to call with questions. I had a question. I don’t exist in that system. Literally I’m a ghost. Spent over an hour with someone genuinely trying to find me asking others, escalating, no one finds me. I try logging into the Versus portal. Same. I’m a ghost. We tried everything to find me, find my order, anything. Zilch. They put in a work order for someone to call me. I wait a week. Crickets.

I started digging online to find a different number. Call that one. I choose billing option because surely they want money. Yup! They find me. I have a small bill I go ahead and pay. No problem. The agent puts me on hold while the payment processes. It seems odd, but ok. She comes back on the line and announces she has set me up for autopay. She never asked if I wanted autopay. I didn’t authorize autopay. Autopay had not even been brought up until she announced I was set up. That’s illegal. I tell her to remove me from autopay immediately. She doesn’t want to. We have some back and forth, I tell her I’m needing to cancel my account with them. She becomes sarcastic, but agrees to transfer me to another department.

I am on hold while she updates next person about me. I finally get connected to new person who explains what they know. I ask if they mentioned the autopay issue. No. I ask if they mentioned other things. No. New person begins paperwork with complaint agreeing what happened was …. not ok. New person was extremely apologetic. I felt like I was talking with my old Versus people again. I appreciated their support.

Today, I get a call from Adapt regarding the complaint. This individual clearly has zero experience working cases like this. I told them it was very clear they didn’t, and that I was allowing them space for that. They thanked me. Things they said were addressed was the sarcastic tone by the agent. That was it. I asked about autopay. They said I wasn’t on autopay. I said I was put on autopay. They insisted I wasn’t. I repeated I was and that I did receive a confirmation email that I had been removed from autopay that I was happy to send. I also asked about the automated emails with order confirmation with incorrect contact us information that is required by law. Didn’t get anywhere with that. Didn’t get anywhere with their own portal not recognizing me. All they wanted to discuss was the sarcastic tone.

All I wanted was to order additional products and confirm account information.

They aren’t looking to improve customer service or experience. I miss Versus. I’ll be seeking a new provider.

Much like the last review I read, this company has several invoices and unexplained charges billed to me. When I requested an itemized bill I was told I wasn't "competent" to understand the email statements so they would mail them so I can "understand them better " when requested to speak with a manager I was re routed to another representative. I will be filing a complaint and grievance with my insurance

I got a CPAP in Sepember 2022. Complete lack of transparency on cost and they force patients to keep a card for mandatory autopay. Over the months, I've had a number of invoices and deductions from my bank account that exceed my insurance company's EBO. There's another overcharge invoice for $255 coming my way (they've even double billed as well as taken 2 back to back withdrawals totaling more than $900, which I had to dispute with my bank). Customer service is so horrible and incompetent, it appears the only way I can stop this is to cancel my bank card. In addition to the hundreds of dollars they've already taken at will, I noticed that an additional $1700+ claim was filed with my insurance company under a joint company name. At this point, I am convinced this is a scam company. I'm so angry!

hello, I received a c-pap machine on 1/17/23 after getting approval from my insurance company. when I was fitted for the machine I as asked to pay $85.70. I asked was that for my purchase of the machine. I was told yes. I was told that periodically I would receive supplies. On 02/04/23 I received some filters - my cost $8.03. Imagine my surprise when I received an invoice in my email for $199. 54 which apparently they are charging me installments on the machine. I was never informed of this. I canceled the equipment and I am returning it today. Such a sad state of affairs- you must not mislead your customers like this. I was never advised of equipment rental only supply costs. I will be filing a billing dispute and a complaint to the Consumer Financial Protection Bureau.

I am existing Adapt Health customer, long term CPAP user. Tried to buy travel CPAP before international trip, but got wildly conflicting opinions from national sales team and local office on what exactly I needed to buy one. After running all over my county to get (second) prescription, local office all snotty and rejected the prescription. Totally unhelpful. Will have to switch providers, which is shame because I enjoyed Adapt Health sales folks and their regular check ins and supplies.

I have been a client for less than two weeks and have received three invoices via email and instructed to click on link to register for invoices details. Links does not work. finally spoke with a representative who sent me a link. Invoices do not explain the charges.Told not to worry about it because amount will be charged to the insurance company and the balance will be charged to the credit card that they have on file. Amount that will be charged to my account is three times the monthly amount quoted. Adapt Health does not know the meaning of "customer service". Not a company that I will continue to do business with.

Worst experience I have ever had with a company. Do not give them your business. Adapthealth/Roberts and however many companies that are part of Adapthealth is the most poorly run and poorly staffed bunch of incompetents in existence. Liars who say they will help, and then never follow up until you literally have to scream at them. I started out nice, but after 23 calls, hours on hold, and no ability to directly call back the person you spoke to last, you are reduced to a screaming, rude, stressed out mess. Nobody documents anything accurately, and they can’t even enter your basic information accurately. Oh, and don’t trust the “nice” ones — I found that those who reassured me they would help and would follow up were the least likely to do so. Run away, do not walk, if your insurance or provider says to use this company. The only thing they are interested in is selling you more supplies.

This is the worst company ever especially Jacqueline bryant. My claims were processed wrong and I advised them they were being reprocessed and they charged my credit card 409 bucks and won't reimburse me. My insurance told me they sent them the EOBs and that there is no way they didn't receive them and Jacqueline bryant told told me they didn't receive them, then demanded I show them proof of the EOBs. I am filing complaints with The PA Attorney General, The PA Insurance Commission and The BBB.