AdapthealthReviews of adapthealth.com

Update 6/16/23: I realize this is a rant, but I am at my wits end. On my last call to AH on 6/9 the customer service rep said she was sending an urgent email out to 3 departments and someone would get in touch with me. Earlier I asked Compliance dept to have supervisor call me. Still waiting. My MD office called AH on 6/16, my SD card was read and they will contact my insurance for authorization ( which is already in place). As far as I can tell, AH did not give the authorization number from 5/30/2023. So now am 17 days into the authorization. My MD office spoke to Cape Med Customer service—-note that AH did not reach out to me to tell me. I asked Cape Med rep to ask Compliance Dept to expedite contact with insurance (because they wont take the auth information I have given them). Cape Med rep said she would would ask and also have a manager call me. I asked that we work out a solution so that this does not happen again in December when my authorization runs out. The issue is that AH did not work on getting an auth until after my auth had run out: April 29 Update 6/9/23. Have been on the phone for over an hour.Now bounced now 5th person. My insurance approved new supplies. Adapt Health keeps saying they need the compliance report for insurance. I tell them insurance has approved. No record of my calls. .No one will call my insurance. I have the authorization number! My insurance company said they would accept my October readout. AH says no. Original:. I was due to get equipment April 26. After a week, was told insurance wanted a readout of use. Got SD card in mail the next week. Mailed SD card but I had to keep calling to check if they got it. Was told it takes 2 weeks at least to read and get into Adapt Health system. After 3weeks was told it hadn’t arrived or been read, they sent another . I sent it back priority overnight. Called Cape Med as they requested so they could ‘Follow up.’ They won’t call the SD department that reads card to ask to expedite. They won’t call the insurer authorization to see if they will accept prior reading (my insurance company said they would.) Every department, in different states, does their own specific thing (eg supplies, authorizations, SD card readers, original supplier Cape Med, which was bought by Adapt Health), and don’t speak to each other, but I “can keep calling” to check on the status. They say it’s my insurance company, but 6 months ago the insurance authorized the same day they got the information requested. Also, as noted in prior post, Adapt Health should stop asking for your birthdate to confirm ID, when they call you. This is classic scam tactic that people are warned not to do! Find another identifier, it’s not hard!

Constant phone calls from three different companies. I signed up for a monthly payment plan, everything correct in the portal. Was billed monthly, then received a collection letter. Never indicated the monthly rental fee was canceled and had to pay the full amount. Folks were vague on the phone. Nothing in writing. Also, the CPAP machine was incorrectly setup in the beginning. Calls from people called the "Compliance" team, to make sure I was using the CPAP everyday. The CPAP machine itself caused me significant health issues 4 months ago which I'm still recovering from. Call center staff were nice, but the processes and management clueless. The "CPAP Industrial Machine" busy collecting money. Never want to hear from these folks (or the pulmonologist again).

I have been using the freestyle libre 2 now for over a year. First with another company that was not in my insurance network. Then found adapt health was so switched now 6 months ago. First of all my script is for 90 days. I get 84 days as per insurance reasons. Which means I am not being monitored for 2 weeks before I get the next shipment. I have to call them in order to get them reordered by the 12th every 30 days. Then it takes them another week to check if I am eligible. After 2 shipments I would say I obviously am. Then they order it and ship it. Why bother. They charge Medicare and my insurance for 6 sensors 84 days. Cain't order for another week. Then it takes another week or longer before I even get them . I can get test strips covered by my Medicare and insurance for free and automatically get every 90 days. This Business is the worst I have ever delt with . And will be looking for one that is better to serve my needs if I have any more issues.

Like most durable supply companies the satellite places like Roberts for example are in dirty not well kept places. Being a medical company you would think effort could be put in. Their customer service sucks as well. If you use the chat feature they often tell you to call then you are on hold for 30+ minutes. If you get a new machine for CPAP from them don't assume they will send the correct resupplies. You will probably have to call to correct that as well. They try to blame the customer for their lack of customer service around every corner. For instance their email address they like to give that doesn't work. They don't believe you so they say make sure you type it correct and they use that email address for years. I offered to send a screen shot and they refused. If it wasn't for all the many times I just don't ever have to interact with them they would only get 1 star. Once delivery gets started then it tends to go ok. That is if they don't mess up the billing and send you a $400 bill at the end of the year when all of your supplies are covered by your insurance. Then you have to call them again. They just suck and I don't know that there is any better alternatives, these durable medical companies are all scam artists preying on people needing supplies. They are poorly regulated clearly based on how filthy their locations are. If you can avoid them or any other company then do it but this one is definitely bottom of the barrel.

My doctor put an order in for a cpap about 4 months ago and I still have not received it. Apparently, they can’t get one because they are on back order and they have called twice a month since to tell me that they still have not received one. This month Adapt Health called me, but I missed the call. About 2 weeks ago, my doctor’s office calls asking how is my cpap and I tell them that it is still on back order. So, they called right then Adapt Health and they tell the nurse that they have been trying to schedule me as a cpap has arrived. I wait a week before calling Adapt Health back, only for the scheduling department to tell me oh it needs prior authorization from your insurance. What in the world?! I’m not sure where the call center office is but I’m in Georgia.

I don’t say hate, but I HATE this company. I order urology products from them monthly. It is a problem somewhere in their company EVERY SINGLE MONTH! I have to buy products on the side (AND PAY Adapt Health) because I know my order will NEVER be at my door on time. I’m not talking about a few hours late. I’m talking 7-10 business days late and I give them a weeks notice before I run out of products.

I have been trying for 4 weeks to get my portable concentrator repaired through AdaptHealth. It keeps shutting off, probably due to a dirty internal filter. Everyone you talk to is very nice and promised that someone will come "today" and pick it up. No one ever comes and np phone calls. The last time I spoke with a CSR she sent me to a store in Kannapolis after she had allegedly spoken with someone there and they gave her instructions on what I needed to bring. When I got to the store I was told they didn't speak to anyone about my problem and that they did not repair said item. The manager and associate were very nice. The manager was allegedly on the phone with his boss and came out and told me a tech would come to my house the next day and repair in my home. He sent me off with 4 huge tanks of oxygen, in case of emergency, I use a walker and there is know way I can use these tanks, unless i am bedridden. Next day, of course, no one showed up. Called customer service, was told that store does not service my area. I asked if there was another store I could take it to and low and behold I was directed back to the same store and one in Lexington that is no longer a public store. I was then told I would have to wait until a loaner unit was available before my unit could be picked up. Then was told it could be a long time because the loaners were often out of stock. I like to be out and about, not stuck in the house due to not having the portable oxygen concentrator.