I contacted AdaptHealth/Healthline Equipment on December 15th and initially spoke with Ashley, the receptionist who took my information for the Arlington location and said someone would call me back regarding my concerns. About 15 minutes later, I received a call from Sarah H. I attempted to explain that my CPAP mask was pressing against my cheekbone and that I might need a different size or type of mask. Unfortunately, Sarah repeatedly interrupted me and insisted that the issue was due to the mask being too tight--something I never stated. I attempted to clarify multiple times that my concern was not about pressure or the mask "cutting" me, but rather the placement of the cushion on my cheekbone and the difficulty of putting the mask on before connecting it to the machine. I said I think I might need a different size or a different type of mask. Because of this, I cannot sleep on my left side which is the side I mainly sleep on. Sarah did not listen to what I was actually saying and continued responding to issues I never raised. She dismissed my concerns by saying I hadn't given the machine enough time and that I already had "the best mask." When I explained that I felt unheard, her tone became condescending. I asked to speak with her supervisor and was told that she was over my type of concerns. She also stated that she "matches energies," which I found unprofessional, especially since I remained calm until my concerns were repeatedly invalidated. Sarah was rude, argumentative, and dismissive, and she made me feel as though my concerns did not matter. Patients seeking medical equipment support that they are paying for deserve to be listened to with care and respect. If she does not enjoy helping patients, a non-patient-facing role may be more appropriate. This experience has made me consider informing my provider that partnering with AdaptHealth/Healthline might reflects poorly on the care he provides, since their caliber of service does not match his care. I hope no one else seeking medical assistance is ignored or dismissed like I was. read more

Got a call back from Sarah on Monday, Nov. 10, 2015. I tried to explain the nature of my call. She consistently interrupted me. Told me I had tried every mask they had and the first one I had was the best. I tried to tell her I had not made any of the changes. That the supplier had arbitrarily changed my mask several times over the years. Sarah was rude, argumentative, condescending, and spoke to me in such a manner that I could hear her co-worker laughing in the background. She needs a lesson in customer service. I think I need to change suppliers. This is unacceptable. DON'T USE THIS BUSINESS if you want to be shown respect. read more

This location is no longer open. New location on Beltway, off of I-20. No notice the door. Just a note saying they would be back at 1pm. I was there at 3pm. Called the office on Beltway and was told it was closed. Clicking on the Beltway location in Google results takes you to the closed location. read more

If I had a nickel each time I got frustrated with this company I could retire. I currently use them for CPAP resupplies - but am planning to go elsewhere. I will guarantee you - issues with shipping things - lack of concern - lack of caring - overseas customer service that is difficult to understand - one of the worst websites you will find - you will be sent to collections - don't use auto pay as you will be billed for things that you probably shouldn't be paying. I cannot emphasize how disappointed I am with the company and after being a customer for seven years - I am moving on to another source. read more

Frustrating is the general experience with these folks. From the moment I walked in the door, it set the tone for what has been normal interactions. I was sent to them to be the provider for my CPAP equipment. The first thing they wanted was a credit card. The card I had had an expiration date 2-3 months out. They told me multiple times that the card was "inactive". Since I had just stopped at Walmart down the street before and would use Amazon after, this was obviously not the case. What they want, but don't tell you, is that they want a card on file that is valid for the entire rental period of the equipment. Then the girl using the equipment told me she could tell what size mask I used just by looking at me because she had "done this for 10 years ". She was wrong. I just called them to check on getting a replacement hose for my wife. I got a run around and horrible treatment from some guy who wouldn't or couldn't answer my question. He was supposed to transfer me to another department. I opted for the call back that wouldn't lose my place in the queue. But it's been a long time time now, so I'm certain they won't be calling back. The only reason they still have my personal business is that I've now got some expensive insurance that covers everything, so I don't have to deal with them much. Horrible. These folks are horrible. read more

I had been prescribed a CPAP machine, and the staff was very helpful. My advisor, Ashley Finch, was especially very knowledgeable and guided me through the setup process for the CPAP machine very competently. read more

Called three times and was put on hold and hung up on each time. Trying to get information to see if there's any new mask for my machine and start ordering our supplies again. But I will not use this company again because for some reason they cannot seem to answer their phones during business time. 2/1/21 Unhappy ex customer read more

I was recently diagnosed with Sleep Apnea and was referred to this office for my CPAP machine. My initial visit to pick up the machine and instructions on how to use was fine. However, I made an appointment to go back at the advice of my doctor. I wasn't sleeping any better after about 30 days of use. He suggested I go back in and have them check the machine. My appointment with Ashley was unprofessional to say the least. I found her to be very condescending and lacking on bed side manners. She not only called me "stubborn" but referred to my concerns about the machine not working as the behavior of a 7-year-old. I immediately ended the appointment and canceled my contract for the equipment. I did call back and speak with the Office Manager who was very apologetic for my experience. However, I decided not to continue to do business with this office. read more

To Whom it may concern.. On Sept 24, 2020, I was given the machine. All was good except when they told me that did not have supplies and they would be sent to me in a week or so. A month or so I called and ask that I come in because I had a question regarding my mask and status on supplies. On this day which you should be able to find on your records, I asked them again for my supplies. They told me the same thing, that a truck will be coming soon and i should see them soon. 3 months later using the same cushion has been a nightmare to say the least. Finally after complaining over describing my situation, they sent me supplies and I asked very clear that "THEY BETTER NOT CHARGE ME" because this were the supplies That I should have gotten from day one. A few days later I finally got the stupid supplies (3 months later). And what is really bad is the fact that I'm getting invoices for services, supplies that were never given to me from day one. My wife heard me struggling last week and I said I'm done. I give up. I guess she took it upon herself to call that she got me more supplies. Extremely bad service from this location. Supplies were never given to me from day one and 3 months later using the same cushion, I have finally gave up. My wife heard me struggling last week and I said "I'm done I give up". I guess she took it upon herself to call that she got me more supplies I cannot effectively give proper feedback to my experience because it has been a nightmare dealing with Heathline customer service on the phone. I asked to be transferred to the Arlington location and they simply put be back on the cue or simply hang up on me. This company is a disgrace. They don't give you what you are required but yet invoices keep coming. I cannot believe there are companies that are allowed to screw consumers in the manner Healthline does. Personally, I would not recommend them for anything. I have reported them to the BBB today... read more

Absolutely shocking customer experience. Could never get hold of anyone in person. Finally after many attempt trying to get some info on my supplies, when they contacted me I told them to cancel the order and i take my business elsewhere. read more

Just when I thought customer service was a thing of the past... I recently had hip surgery, and it was clear that I needed some tools to help me regain my independence. I called ahead to HEALTHLINE, and spoke to Brooke, who explained that they supplied something called a "hip kit" that would have exactly the tools I needed. A friend drove me over, and went in the store with my credit card, but the staff was happy to bring the Hip Kit out to the car, so I could see exactly what it was, and make sure it would meet my needs! I was blown away. I thought that was such a kind gesture! I give this store 5 out of 5 stars. Highly recommend. read more

THIS IS THE COMPANY HAS THE BIGGEST SCAM GOING ON! We have been dealing with them since the first of the year. They request a credit card to charge you the monthly fee for the CPAP machine and they charge you monthly. BUT they also sent a claim to your insurance for the same amount and they insurance pays them! I have been working with my insurance to fix this but they tell both of us they are working on it. Review your invoices very carefully. read more

They contacted me 10 days ago about having an order for a CPAP machine, saying someone would be in touch to schedule. I have heard nothing since then. The doctors office tried to contact them today and had to leave message. read more

The staff at the store was great but dealing with the billing dept. is a nightmare. 2 different times I was told my account was paid in full. Then 2 months later (almost Oct.) received a bill they said I owed from March! My payments were being automatically withdrawn from my account by Healthline. This is the 2nd time a mysterious invoice randomly showed up. All they were willing to do was send me what I could see online, no help at all! Even speaking to a supervisor there was a whole lot of CYA and absolutely no help!!! If you use this company keep detail records of all invoices and payments, you will definitely need them!!! read more

Awesome Service and Two Very helpful employees Natalie and Kim! I could not get a mask to fit or stay on! They were both incredible and I walked very satisfied! Thank you both so much! read more

I recently had to obtain some medical equipment and was obviously nervous about appointment. Staff was awesome and made me feel so at ease. Jennifer and Kim were perfect examples of great customer service!!!! read more