Adapt Health

This is arguably the VERY WORSE customer service on the entire planet. They are rude, incompetent, do not know how to help clients...LEFT ME ON HOLD for over an HOUR, Left me on hold for 20 minutes prior then we got disconnected. Over the last 2 weeks they have sent me in 5 different directions ALL WRONG! With everyone telling me they sent me to that THEY are the ones to resolve the problem! After being put on hold again today...I called back 3 minutes to 5 today & was told they are about to close & call back tomorrow. I said no I need to talk to someone...they put me on hold & at 5 they disconnected me! I would FIRE EVERYONE in this foreign country masquerading as Customer Service! They have some kind of attitude! I do NOT KNOW what Healthline is saving on this customer service per call but it is NOT WORTH IT FOR THE PI$$ POOR customer service & NON resolution we are getting in America! I had to put ONE STAR...BUT IF I COULD I WOULD HAVE GIVEN THEM A ZERO!

Adapt bought the medical equipment company I started with. Every time there's any problem with the equipment it will require multiple conversations. That's after holding on for so long waiting for an agent to pick up. The customer service is laughable. They're so busy typing they don't listen to anything you say. You end up repeating everything.
But today beats them all. I need a car charger replaced from a brand new unit. ...3 days old and literally, the box was opened in my home. I was told a car charger doesn't actually charge my poc and I have to call the manufacturer myself to get a replacement. If that didn't work I can call back and someone will 3way call the company with me. I asked to do that now and skip all the wasted time tomorrow. The agent audibly huffed at this. It went on from there and I was transferred 2 more times. Finally some guy asked me to hold and never came back. If I could score less than a star I would. Do your research. In my opinion, a local company is the way to go. That way you have a place to go when things happen and people to talk to that actually solve issues. Being in a situation that requires medical equipment is hard enough. Having to deal with poor service is horrible.
Below is a screenshot of my call timer. Add another 7 minutes to it and that's when I gave up.

Adapt Health should not be in the medical business. Totally dishonest company. They started out trying to scam me by asking for a credit card. They told me it was necessary to “have on file” even after I told them my insurance would cover everything. After some back and forth, they delivered a CPAP machine and promised to send supplies within two weeks. That was just the first of a long list of lies. Calling them is a joke. Rarely do they answer the phone. There were times I sat on hold for over twenty minutes after the recording said I’d be connected in less than three minutes. Then, after sitting on hold for a long time, they’d simply hang up. Rarely do they call back.
If and when you do eventually talk to somebody, be prepared. Easily the most incompetent folks in the medical business, they’ll promise you everything and deliver nothing. Calling back to find out what happened to the promised goods have you dealing with their phone system, which as already stated, is terrible. They keep no records of previous calls, so you have to start over every time.
Eventually, the frustration of dealing with them was more than I could handle so I returned the machine. Four days of calling two and three times a day and finally I talked to somebody to schedule a return. When they picked the machine up, the driver asked me to sign a form without showing me what I was signing. When I refused, he showed me a document and I signed. Another lie. They sent me an email with a copy of what I signed. There were two documents, one I was shown, one I was not. Hopefully, the last lie from them.

I moved from Denver where I was a customer of Major Medical (AeroCare, Adapt Health). I have a device connected to my CPAP machine on which there is a monthly rental charge. I informed them of my move. After I switched to my new insurance provider, I made them aware of that change.

In June, I received a bill for $712 for 4 months of rental charges. When I called to discuss the bill on June 26th, the representative asked me immediately if I was covered by Wellmark insurance. I said that I was. When he looked into the $712 charge, he discovered they had been trying to bill my previous insurance carrier - even though they obviously knew I was covered by Wellmark based on his clarifying question to me. He told me that they would submit the bill to the correct insurance carrier and that I did not need to worry further about the bill.

Over the July 4th weekend, I received messages from both Major Medical and my bank's fraud department. Apparently, Adapt had billed $537 to my credit card. The bank catch and stopped the charge. I called Adapt first thing this morning to address the concern, assuming they had charged my most recent CPAP supply order to my previous insurance company. Instead, I learned they had actually billed the $712 to my personal credit card rather than billing the appropriate, current insurance company. Apparently, the bank accepted one charge of $176 and then decided the "duplicate" charges were fraudulent.

I'm furious! The staff at Adapt Health first billed the incorrect insurance company - even though they had my current, correct insurance information in their system. Then they tried to bill me directly. After I spoke with them and they understood and said they would correct their error by billing the accurate insurance company, they turned around and billed the charges to my credit card that they have on file. This series of events shows that they cannot be trusted.

I contacted the agency to secure CPAP supplies. I was told numerous different reasons as to why I could not secure my new supplies with the company. I was told to go back to the company from which I previously received supplies. I was at one point told to get all the notes from the previous supplier. I had those sent. I would leave messages for staff and no one would call me back. Then when I would finally get someone on the phone, I was told I needed to see my doctor because they needed to have a face-to-face visit note within the last 6 months. Then a month later I receive a call from Advanced Home Care saying I could get supplies because they received a new order. I was never informed that they needed a new order.