myAPP by AdaptHealth

My credit card number changed, same credit card company, different number. The bill-pay software for AdaptHealth could not simply change the credit card. The bill dept phone number was called. They got the bill paid and set up auto pay but were unable to set me up to check online. They suggested using this APP. This APP was downloaded but it did not recognize my account number, my name, my phone, and email address. The APP does not recognize existing customers but requires existing customers to set up as new customers w/o bothering to consider that some users of the app will be existing customers who simply need to set up the app. Thus, I was unable to get the APP to set me up in spite of 5 tries. I called the APP customer service and that AI query system asked my birthdate at least 4 times and my name at least 3 times. That then finally connected me to the diabetes app, not the CPAP app. After several questions, I was put on hold and then connected to the CPAP side. I was finally able to set up the APP and confirm all pertinent information......but it took over 1 hour of stress for poorly designed software and the AI help system was poor. Poor software needs improvement. All of the staff were nice.

I got a text on 5/8 that I could order more sensors, then got follow up that they would be shipped 5/13. I was glad because the last order I got, was received on the same day my last sensor was to expire. Then I look on the site to get tracking number with ups, site said would be delivered 5/28. My sensor runs out tonight 5/23. When I called company, they said I got text in error, that I could not order more sensors until 10 days before last one expires. With delivery taking longer, why not get when starting the last sensor, now I will be without a sensor until ups delivers in 5/28. And I am having to pay a copay on top of that! They also suggested that I get a 90 day supply, but what good would that do if you can’t order before 10 days of last sensor you got from order?

This app is useless. I can put in an order with the app but there’s no telling when the supplies will show up. It’s takes weeks to process and then weeks more to actually receive the supplies. I called the company two days ago because when I finally got a package all it had was infusion sets, which are useless without the cartridges. My daughter has been completely out of pump and cgm supplies for days now. The doctor does not like it when we have to temporarily switch back to MDI while waiting on pump supplies. The phone call took exactly 58 minutes with most of that being hold time. I was transferred 4 times before I got to someone that could resolve the issue. I was supposed to receive tracking info for the missing supplies, but haven’t gotten an email or anything telling me if the supplies have shipped yet or not. I’ll be doing whatever necessary to fine a different supplier. Even if that means switching insurance. Solara and DMS are completely unreliable for med supplies. My daughter is T1D and we don’t have time for all this nonsense.