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I am writing to file a formal complaint against Adapt Health due to ongoing issues with their customer service and fulfillment of my CPAP supply orders.

I have been attempting to reorder my CPAP supplies since January 26, 2026. Despite placing this order three separate times, each one has been voided by Adapt Health. Every time I inquire, I am told that I need to contact Synapse Health. However, Synapse Health does not work with my new insurance, which took effect on January 1, 2026.

When I call Adapt Health, I receive different answers every time. Some representatives insist that I must use Synapse Health, while others are unsure of how to proceed. Conversely, when I contact Synapse Health, they tell me to reach out to Adapt Health. This back-and-forth has caused unnecessary frustration and stress and has delayed access to my medically necessary supplies.

This experience has been completely unacceptable. I am extremely disappointed with Adapt Health’s lack of communication, coordination, and overall customer service. Since they have been unable to resolve this issue, I plan to transfer my business to another supplier. However, I believe it is important to report this matter to the BBB so that appropriate action can be taken to prevent others from experiencing the same issues.

The billing dept is horrible! Every time I order (same items) my bill is all over the place. Everyone you call is from India and cannot understand or converse about your issues. They are the pits!

These people are hopelessly disorganized. My doctor faxed a cancel order for my oxygen (who even uses fax machines anymore?!) which Aerocare claimed they didn't get. My doctor's office informed me that Aerocare pulls this all the time. Then Aerocare says they'll come and pick it up the day I'm not going to be home because I have a follow-up appointment with my surgeon. So the driver said he'd come the next day and, predictably, didn't show up. So I called again today and the person who answered claimed that never happened and they'd come pick it up this week. Let's see if they really show up this time or have some other excuse. I am not happy at all with their so-called service. My wife has to use AeroCare for her CPAP supplies because of insurance and never gets them in a timely manner. If you can avoid them, do. Nothing but headaches.

TERRIBLE customer service for their ‘billing’ department!
I have had nothing but problems trying to talk to their ‘billing’ people, who are not even in this country, who are reading from a script.
After several calls and getting the run around, I finally asked for a supervisor. I got some excuse, and never got to talk to one.

Where you get your device & supplies is a whole different world than where your billing is done.

Because of the stress and hassle I have been dealing with for several months now, I returned my bipap machine today.
I’m also calling the doctor who prescribed my bipap machine, and warning them about dealing with this company.

I called aerocares main customer service with a problem with Resmed cpap machine. I was told to visit my local store for help. I drove 20 miles to finally get some help with my issue. When I walked into the store in Salida Colorado I thought I was in someones garage. I asked to see a tech and was told we can't help you, you need to call resmed. That's laughable Resmed doesn't answer the phones. I'm tired of feeling like a ping pong ball with these two companies. So here I have a ResMed machine that neither the seller or manufacturer will service . Don't waste your time or money with aerocare or resmed.

The location in Lexington, KY is where I have done all of my business and I have only good things to say. They communicate, know their products very well, and are willing to work with you.

Great service!! Son had a relapse with cluster headaches. Called them on a a Friday morning, his doc faxed them a prescription Friday afternoon and we picked up the oxygen just before closing. Everyone was very helpful and understanding the need for a rapid response. This was at Freedom Respiratory on E. Parham Road, Richmond. Thanks all! Bill
PS: Refills have been a breeze also.