I receive my CPAP equipment from Roberts every 3 months for years and never have a problem

Boy, I sure wish I had thought to check the reviews before using these people. Lack of communication, careless disregard for the patient, sloppiness and lack of internal communication protocols has put my father in a dangerous situation without the oxygen he needs. I am not done with these people yet but I just want to warn anyone else from using them. They and their parent organization (AdaptHealth)should be ashamed. read more

Came here for a CPAP machine for my cognitively impaired son. We have not had a good experience so far. When we arrived we were only given the option to take home a nasal mask despite my sharing my son is mouth breather. Instead of listening to our concerns we were told we are only allowed to take home what was on the script and if we need a new mask that we have to come back with a new script. Called the adapt health line. They told me the rep could have done a mask evaluation the day we picked up the machine to get a better fit-- instead when I did ask for a full face mask I was told no. Adapt health gave us FOUR full face options to choose from... days later. I thought I needed a new script Roberts??? My son was miserable the last few days and is now terrified of the cpap machine because of how he felt when he tried to breathe through his mouth while the machine was on, because he is a mouth breather. We have discontinued use of the machine until we get a full mask because we got no sleep the past 3 days trying to use the machine. It would randomly cut off one night even though he had it on his face if it shifted a tiny bit, then the following night blew air ALL night even though my son was not properly wearing it. So there was no clear pattern to follow . And because he was too afraid to turn it off he just laid there tremoring in fear with it blowing on his face. because I had fallen asleep due to my own exhaustion (I felt like the worst mom ever watching the security cameras in his room) I didn't catch it that night. Be prepared to advocate for yourself. I see other reviews talking about they had classes and videos and other things we got none of that. I wonder if that is because my son has state insurance as his secondary . Maybe if you ran my benefits and saw that my primary private insurance is paying for most of the expenses we could have gotten better consideration Also even though we used the mask more than four hours each night the app shows less. No clear education on why it's not showing me what the issue is overall to figure out when my son takes the mask off for me to maybe change when I wake up to check on him read more

This was the worst experience I've had with a company. I had an appointment to pick up my CPAP machine and I sat in the waiting area listening to the employee sit in the room talking for 25 minutes to a customer about his religion and growing mushrooms. This was unacceptable and unprofessional as if other customers don't have an appointment. Definitely notifying Kaiser to not utilize this company. read more

DO NOT CHOOSE AdaptHealth / Roberts Home Medical for your new CPAP machine. I made an appt on Nov. 12, but my gps took me to the wrong address. Over the next 30 minutes, I made 11 calls attempting to reach someone to explain the mistake. None got through. An hour later, someone from a faraway switchboard called me back; we rescheduled for Nov. 26. I was so flapped from the first encounter, I forgot to write down the date and time. I got a reminder note for the appt the day AFTER the appt. was to occur. I went through the call obstacle course again, rescheduled for 9:30am today, Dec. 17. On arrival, the receptionist was away from his pitiful table. He had no desk or counter space--just a too-small table covered with papers and computer screens. When the frazzled receptionist did surface, he said the doctor's prescription for my machine was incorrect. Four numbers on the Rx were ok, but the fifth was not. He had no capacity on his computers to reschedule the appt. I returned to Virginia Heart to get the Rx rewritten. They said the RX was written correctly. They offered to have their people (not on site) talk to AdaptHealth's people. By that time, I requested the name of a different supplier. On calling that supplier, they said they could not schedule the appt till they had received the Rx from VA health, which hadn't yet happened. A small rat caught in the hold of a larger ship, going nowhere, signifying NOTHING. read more

fast delivery, excellent customer service. I needed refills for D size tanks while waiting for smaller (tanks). The smaller tanks said processing for 4 days, which seemed unusual as the driver told me they were in stock at the warehouse. He suggested I call customer service (which I did), Kammy (agent) took time to explain the doctor script was written incorrectly , thus the holdup. Kammy contacted the doctor's office, while I was on (3 way call) left a message for what was needed and a fax number to send the new order to. The was excellent customer service, letting me know what the issue was and took the time to properly correct it. read more

The most basic of medical supply companies. Dark, hot and unappealing. Service was acceptable. I got what I needed and nothing more.

No way to contact this company after they continue to send me a bill for a knee brace that was ordered by an ER Dr..not requested by me...they tried stating "the ER forgot to get you to sign for the brace" First Bill was $42 now I received a new bill thru their collection agency for $87(late fees) ER visit was paid IN FuLL which includes the knee brace provided by ER at time of visit! Cannot contact by email because the email link takes you to a page that says Domain For Sale!!!! read more

Always pleasant and most helpful when I call and you get a real person!!! Response time is fast!!! read more

Service - extremely lousy, especially delivery & pick-up. Equipment - not great either. read more

This company is engaged in fraud dealing with medical equipment. Stay away, or be defrauded, as was a stroke victim family member of mine. How do they defraud the sick and elderly? Without tell us, they forced us to purchase a wheel chair, even though we had only requested to rent it. They intentionally reclassified it as a purchase to charge 10x the amount they would have gotten. When our family noticed excessive charges (much higher than our contract to rent it), and demanded that they fix the charge, Roberts refused. Instead, they gave us the run around for months, intentionally, so that the return window would close. Again, this is what fraud looks like. Avoid dealing with them at all costs. read more

You never know who you are dealing with. Local office is Roberts, but bills come from and are paid to two completely different companies. Representatives are extremely unhelpful. Unable to get basic information. They repeatedly offer to send us forms for family access and forms are never sent. Had to get my insurance company involved to contact them to answer basic questions. Literally find any other company for your CPAP needs. read more

on 13 Jan 2025 my Bipap did not work properly. loud hissing and churning sound. i have gone back and forth by email and have made numerous calls. on 24 Jan 2025 late in the and a voicemail was left to call back which I did on Monday the 27th of January 2025. I was told to wait for a call from a technician. on Sunday February at 353 pm. I msg was left on my wife's phone to call back and did call and was told that office closes at 5pm. I told that I would have to call back. Since my Bipap is not working I have been using an cpap that I had on hand. if I didn't have that cpap who knows what condition I would be in. I have not had a good sleep since the machine went done. I ended up buying out pocket for a new machine from another company that should arrive in a few days. read more

I have never wished that I could give a place zero stars until now. Please, for your own sanity, find any other provider for a CPAP that is NOT apart of adapt health. Not only was I not allowed to see the conditions of what I signed because all they give you is a verbal retelling of the contract and then you are told to sign on an ipad, but they have an extremely shady billing department. It is mandatory to put your credit card on file and they charge you whatever they want and whenever they want. They have tried double charging me more than once and you have to fight with a call center representative multiple times over to get it rectified. Additionally, they kept adding charges over the first few months saying oh we forgot to charge you for that. As for this location specifically, my appointment started 30 minutes late because the staff decided to come in late. The person who conducted the cpap fitting was nice, but the appointment was also very long. Please take into consideration that if you use this company for a cpap rental, you will be stuck dealing with them for an entire year. I was negligent in doing my research on this company beforehand and severely regret doing so. read more

My experience with RHM has been to rent a hospital bed for a month. I got the bed the next day, though the delivery person did not call in the morning to give me a time as promised. The delivery was fine and the bed was fine. I'm now on day 5 of trying to get the bed picked up. I've called 5 times. EACH TIME the agent was unable to find our record. First, my first and last names were entered in reverse order. On the next attempt, the record showed an address in NJ. Next time the right street address, but PA instead of VA. On today's attempt the agent could not find the record because the birth month was entered wrong. Each time I was promised I would be called the next day and the bed would be picked up that day. Now I'll have to wait the weekend to try again on Monday. Five calls, five incompetent agents, five failures to call as promised, and five failures to get the bed. I have to conclude this is not a company to do business with. read more

BEWARE! Do Not Use horrible Adapt Health! They are nice over the phone; it's the behind the scenes and delivery that are horrendous. I encourage potential patients to find a different service. I did and am a lot happier with the services I am receiving. read more

BEWARE!!!! My husband rented a CPAC Set up from this company for which they required a reoccurring credit card payment. After discovering this CPAC was not working we called, and they sent the return shipping box with extensive forms on why we were terminating their service. We filled it out and returned the forms and equipment. Several months have passed and they started recharging us from automatic draft. This card should have been taken out the system. Please make sure if you use their equipment you are keeping up with all the charges. We have reported them to our bank! read more

I had a terrible experience with this company. I received a new CPAP machine from them and I began using it immediately upon arrival but I noticed that this machine gave me a lot less air than my old one and this machine was very high tech. I used the machine nightly but my numbers did not read well at all. It always read 35 with a frowny face. Adapthealth called me on 02/07/23 to set up my machine so that they could get access to my memory card to see if I have been using the machine nightly and to see if I "qualified for the machine. So I apparently did not qualify to use the machine and I had to return it. I explained to the female on the line (she gave me a name of Charmaine) that I was having trouble using the machine and that I only slept 5-6 hours nightly. I asked her if they could send someone to show me how to use the machine. The female did not want to hear any excuses from me. She just kept repeating "Unfortunately you do not qualify for the machine." I could tell she was reading from a script. She could not answer any of my questions either. So I made arrangements with her to have the machine picked up. She told me to hold for a moment so that she could speak to her supervisor. I was put on hold for a few minutes. She came back on and told me that I could either keep the machine or donate it instead of sending it back. I thanked her and hung up. On April 17, 2023. I get a notice for a bill of $800 from a collection agency name SIMM Associates, Inc. Immediately call Adapthealth to inquire why I was reported to the collection Agency. I spoke with a young woman name Grace M. who was very inexperienced in communicating with me. I sounded as though her line kept muting. She was not helpful at all to me. She proceeded to tell me that there was no one there by the name of "Charmaine" and there were no notes in the computer system of my conversation with her. She acted as though I was lying. So I told her that apparently someone there gave me a false name and false information. I informed Grace I would return the equipment and she stated she would mail me a return label. She then put me on hold to speak to her Supervisor. After a minute she came back on and stated that they would actually send someone to pick up the machine from me. She proceeded to give me the pickup info. On April 20, 2023 a gentleman by the name of Tye E. picked up my machine and he was fabulous and very nice. Luckily, I kept my old CPAP machine and returned to using it. My question is this: Why would Adapthealth have the authority of rating a patient on them qualifying to use their equipment, but they won't give you any help at all in using their equipment? I would never use this company again. read more

Failing to see how this company is still in business. Complete incompetence on the dispatch and delivery side. Their call center is a joke and basically can't do anything about that. It is NOON of our scheduled pickup day for them to take away a hospital bed. They still have not let my wife know their schedule for the day because they "don't know it yet." Apparently their driver has not responded all day. I'm sorry, what? They pulled this same crap when delivering the bed. Their delivery person just showed up, and there was zero phone call, zero notice. They were lucky we were even home. Unacceptable. Covid isn't an excuse. This company has clearly never had its act together, and the reviews show it. Absolutely unreal. If you have a choice (which we unfortunately did not), DO NOT use this company. You will sincerely regret it. read more

Can't seem to leave 0 stars? They bill the insurance company $130 for a tube I can buy on Amazon for $30. They charge $60 for same identical 6 pack of filters sold on Amazon for $8 They finance you even when you want to pay the entire amount owed ("rent to own"--another name for charging financing charges) Billing dept has no idea what they are billing. Stay away from this company! Get your supplies elsewhere read more

Dispatcher for pick up is terrible. Said item was picked up, when it had not been. Gave a three hour window for later in the day, but came over an hour early, knowing we would not be home. Told we would need to reschedule for 3 days later. Expect to wait on hold. You should not have to deal with this after losing a loved one. Terrible customer service. read more

Please believe all of the one star reviews on here. This company is horrendous. Their billing department is worthless - no one ever returns calls (and I mean ever), they are uninterested in helping with any billing issues (their first line of defense is requiring a POA - send it and you'll still never hear from them), incompetent and totally uninterested people staff their phones. I, like another person on here, do no understand how they are still in business. I'd love to find someone higher up who SHOULD want to know what is going on, but I have not found that person yet. For your own peace of mind, stay away from this mess of a company. read more

John Pitman and the team in the wheelchair service department are A+! Respiratory Therapist Tim McWilliams is great too. Unfortunately I've been having trouble with the respiratory department mgmt. which keeps insisting that essential items for the operation of my ventilator (wheelchair support arm and transport bag) are convenience items not covered by insurance. Except I filed the claim myself and insurance APPROVED it, but Roberts still refuses to give me the equipment. I've never heard of something so crazy. I'd use Johns Hopkins Pharmaquip for your CPAP/BIPAP/vent needs from now on. read more

I was very frustrated by my multiple interactions with Roberts Home Medical. They were recently purchased by a larger company so perhaps their procedures are in flux. For whatever reason, the left hand does not know what the right hand is doing. I had a Rx for a walker for my 94 year old mother-in-law. I was told that I could bring the Rx with me and pick up the walker. It was a long drive so I asked them to check to see if they had what I wanted was in stock. I was told they had it at that location (Germantown). When I got there, the very nice man up front, Eddie, told me they were out of stock. I told him about my previous conversation. At my urging, he checked again and, sure enough, it was there. But then he told me that they don't accept Rx's at the counter. So I had to get the doctor's office to fax it to them. That took a while since it was lunch time. I was then told that there was no way I could pick it up that day. Processing would take too long. I left. Before I returned the next day, I called and was assured that my mother-in-law's walker would be fully covered by Medicare combined with her Medicare supplement. I was very happy to hear this and relayed the good news to my mother-in-law. When I arrived, I was told that I would have to pay an additional $75 because the brakes on the rolling walker and the little basket underneath weren't covered by Medicare. When I relayed what I had been told on the phone about full coverage, he came back with word from his two supervisors that I'd need to pay the additional $75. There wasn't any point in arguing. I paid them and got the walker. While everyone was very nice on they phone, all the information they gave me was wrong causing me two long car trips and more money than I was led to believe. I won't be back. read more

If I could give this company a NEGATIVE i would. I called 844-241-7153 to reorder some supplies and was told that my account was on hold due to a back bill. The lady I spoke with (didn't get her name), had a HORRIBLE attitude and transfers me to billing. This guy gets on and tells me that they have been sending me bills since JUNE 2018 (yes, a year ago).... I asked him what is the bill for and he says for a rental. I asked, why haven't you called, emailed or mailed me a bill in a year... CRICKETS. He says he's going to speak with his billing specialist to figure out what it wrong. I only owe 52 freaking dollars. Shoot, its been a year and I could have sent a dollar a paycheck and been good. This company and it's employees need to be fired and the company removed. I will be on BBB after this to give another review. They are beyond dysfunctional and I JUST HUNG UP WITH THEM, so this is fresh and pissed me off (Sorry, lol). I would rather go on Amazon and purchase my supplies than to deal with these folks. My frustration is with the quality of service and how someone could be a YEAR behind and have nothing sent to them... We all know in this day and age, companies are quick to call you or send something to your credit (NOTHING)... I will send them this 52 bucks and be done with them. I hope whomever reads this never has to deal with this horrible company.... read more

If you have a choice DO NOT do business with Roberts Home Medical. They are incompetent and have zero follow thru or communications. The customer service was either just ok or inept. They lost the order multiple times and never once communicated anything to us. They are delivering vital home medical supplies and Domino's has a better record delivering than they do. I honestly don't understand how they are in business. Nearly 2 months to get a wheelchair?! Nope. read more

Do not ever do business with this company. We rented a wheelchair for one month and returned it. Terrible experience returning. They had no idea who we were and seemingly kept no records. We signed to return the wheelchair but got no receipt or proof of return. The next month they sent us a bill as if we still had the item. We called they said it was an error and they took care of it and next month came and they sent us another bill. We just got a past notice from the first extra month they charged us for and every time we call they say they will correct things but clearly the only department that works at this place is billing. Bunch of idiots. read more

ROBERTS HOME MEDICAL--for when you want to see your health care dollars get flushed down the drain. I have had the displeasure of dealing with these rude people since April of 2018. In that time, they have messed up two supply orders and then gave me the run around for FOUR hours on the phone to replace a CPAP that was under warranty. It was only after I threatened the customer service rep within an inch of her life that they got a supervisor on the line who sent me a new machine...that had ANOTHER faulty gasket. They are simply evil. They will hang up on you, play "transfer to another number game, and lie. I had to call three times because they said an order had gone out only to call back and learn the rep had not even placed it. They are terrible. Tell your doctor you REFUSE to do business with them and get your supplies elsewhere. They are disgusting people. read more

HORRIBLE, HORRIBLE company. I have never experienced a company that is sooooo disorganized from supplies to billing. Every time there are billing issues and trying to get them resolved is so exhausting... When you try to reorder supplies and the billing is not resolved - they hold up the supplies. They hold supplies because of their inept employees. Don't even request a manager bacause you can forget it... if you have a choice please use another company. I would give them 0 for rating - but you have to at least put 1 star which believe me they do not deserve.... read more

I was instructed to call Roberts to get my 8 year old, broken CPAP machine replaced. I suffer from severe sleep apnea. After waiting on hold for 45 minutes after being transferred to their troubleshooting line, a very rude man named Michael told me that I should use rubber bands to fix my broken system, and that I don't need the humidity system my doctor specifically prescribed for me for dry lungs. Then he told me to jerry rig the tubes, then gave me a bunch of technical jargon. After that he basically called me a liar and hung up on me. I am a senior citizen with excellent insurance, and don't recall ever being treated so disrespectfully. Avoid Roberts Home Medical at all costs to avoid what I just went through. I am also going to report them to the Maryland State Medical Board. read more

Do not use this company. They do not answer the phone, employees are totally uninformed and some don't speak English. Rude and hung up on my husband when he was trying to get the delivery of his portable oxygen concentrator resolved. Impossible to speak with ANYONE who is informed. You get transferred from one department to another and eventually disconnected. Each time we have called has been a problem. We are stuck using this company because of Medicare. I am calling Medicare to report them. Dr. ordered the portable oxygen consentrator and I was on the waiting list for six months. When I said I probably would have to purchase one, they had one available. So Medicare patients get to just wait. Oxygen is my life! read more

Ordered a wheelchair from this company. It took 4 months to get it and only due to persistent calls. There is zero customer service. When I received the bill, it didn't include my secondary insurance information. When I called billing, I was on hold for over 25 minutes, and no one answered (even though the recording said the wait time was less than 17 minutes). Called back today and finally connected to an agent. Waited another 20 minutes to have the information added. Find another medical supply company. read more

If I could give this company zero stars I would. Do not use them! They are horrible with their dispatch times they never show up when they tell you they will. Then when they do they send people who do not know how to put the equipment together and have no knowledge. Their on-call people do nothing but relay messages. They might give you a window but then they will not show up. You will waste days trying to get good service from them. I wish I read these reviews before I used them read more

No zero stars? First, I'll differentiate between the local business and the overarching one. I had a great experience when I went to the business, the one time I needed to. The employees were helpful and friendly. The employees at the Germantown office. Then it went to hell. Supply ordering. I have yet to get the right order. Not once. However, this is sometimes offset because often they send too much and sometimes too little. That said I have a pile of filters and hoses I don't need and am behind on other parts. Billing hell. At first I was getting my bill within 1 or 2 days of the due date. Interestingly, the bill claimed to have been sent 2 weeks prior. However, I could walk to Philadelphia and back faster than that, so I can only assume the date on the bill is a lie. Eventually that got worked out and I usually get the bill at least one week before the due date, however still about 1-2 weeks after they claim it was sent. Now I'm playing a new game with them. About a week after THEY CASH THE CHECK, they send me a past due notice. I just got my fourth one today. Oh, it eventually works out, but it's frustrating as **** to constantly get past due notices when I not only already paid, but the check cleared! When I call to try and work this out, I get told that it takes 3-4 weeks to apply to the account. Three to four weeks to apply to the account after they cash it? I've never heard of such a thing! Then the nice person offers to let me make my account current. I get that companies deal with people claiming to have paid when they haven't. But I'm getting past due notices AFTER THE CHECK CLEARS! They damn well know they have the money. Ah, no thanks. I'm not going to send you more money when you already have my damn money. I don't know if this company is just incompetent or if they are running a scam. I highly recommend everyone stay far far away from Robert's Home Medical. As soon as the final payment (which they won't let me move up for some reason) is paid, I'm moving to someone new. read more

Hard to get a hold of anyone after my Robert's OTS-5 oxygen unit just shut off inexplicably ....An operator said 2 hours ago a tech would be calling me shortly...Paul S. read more

Rented oxygen concentrator, never had to use it, but they continued to bill me AFTER I returned the equipment. Recommend NOT signing up for auto pay since they are so irresponsible. read more

I have honestly never worked with a worse company in ANY capacity. And I've worked with them a lot over the past 10 years. Not only is the service/repair department PAINFULLY SLOW (it'll take a week-plus just to book an appointment), once they have your equipment, they are impossible to reach and communicate with. It took four days of calling 5x a day to finally reach someone about the status of my wheelchair. It was only then -- 2 1/2 weeks after taking it -- that the repair man asked me a few questions that ended up helping him fix the issue. After that, I wanted a new arm pad installed and he said I needed approval for that, which I got in a day... I waited TWO MORE WEEKS WITHOUT MY WHEELCHAIR and when they delivered it, it didn't even have the armrests. They said that was through their sales dept, even though I was told otherwise. My wheelchair is how I do everything. They had it for 5 weeks. It was a fix that took an hour once they bothered to talk to me. There was ZERO contact to inform me about anything, and then they kept it for 2 weeks after fixing it for something they didn't even do. I'm furious, and demoralized and broken. If you are reading this, I'm begging you, do NOT let this company touch your wheelchair read more

Beware of this CPAP company. They ask for your credit number even tho your insurance pays. I was told it's for liability reason. In case I stop using the machine before the 10th month and no data is being recorded THEY WILL CHARGE YOU. Its called Compliance Monitoring. I had to call billing to find out the cost and was told $400 monthly because I wasn't informed on my appointment call. I will not be be doing any transaction with them.... What if I don't feel like using it for a month? I will just pray to God I continue to wake up every morning instead. Perhaps try to purchase my own with my Rx. Do research on other options before signing. read more

Absolutely terrible company that leaves you on hold for 30 minutes, doesn't apologize for the wait time and makes you go though numerous hoops to get supplies. I do not recommend this company at all. read more

Worst company we have ever dealt with. My Mother's oxygen concentrator stopped working and we called five times asking to have Someone call us back. Not one response back. This is complete fraud. I am disgusted with how this company handles patient care to vulnerable and elderly. Zero customer service. read more