Business Profile

Hospital Supplies

Rotech Healthcare Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Rotech Healthcare Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

387 total complaints in the last 3 years.
133 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sleep Central does not honor *********************'s SureFit 30-day Mask Guarantee Program and billed for sending Siesta masks that arrived in damaged & opened boxes. I requested a *************** Evora nasal mask (fit pack) on 8/2/24 for my mom's cpap order, but that was not in stock so I ordered the mask with a medium cushion. It arrived with 5 additional cushions which were NOT ordered since it was unknown whether this mask would even fit. I called within 3 days of receiving these extras to return them and Sleep Central claimed I requested them and would not take them back. Unfortunately, the new Evora mask was not a good fit so I called SC on 8/27/24 to return it citing F&P's SureFit 30-day Mask Guarantee Program in which the customer can order another mask and F&P would reimburse the cpap supplier with a new mask. SC staff said I could send the mask and the 5 nasal cushions provided I pay for return shipping and a restocking fee. Why is there even a restocking fee when they cannot use opened masks as I was told with another order earlier this year of a Siesta Nasal Mask (fit pack) in 1/2024? Two out of three times I complained about the Siesta mask that arrived in an opened and ripped box, I was told to throw it away since SC could not use the mask. After the 3rd Siesta arrived in a damaged, opened box (with dust on the mask!), I requested ******** be reimbursed for this since these masks were not used. It turned out ******* was billed and payed for this mask.
Customer Answer
Date: 09/19/2024
Dear ******* *******,
Many thanks for the update and we have not heard anything from Rotech.
Thank you,
********** ************

Business Response
Date: 09/27/2024
A representative with our ********************** has reached out to the complainant to further assist.
Customer Answer
Date: 10/01/2024

Complaint: 22228994

I am rejecting this response because:

Dear ******* *******,

Many thanks for the update and we have not heard anything from Rotech.

Thank you,

********** ************

Sincerely,

********** ************
Customer Answer
Date: 10/01/2024
Dear ******* *******,
Sleep Central sent an email on 9/26/24 and one today that I have copied below. This is still unacceptable since 5 nasal cushions were not ordered and they refuse to honor ****** & Paykel's guarantee program.
Thank you, ********** ************

------- Forwarded Message -------
From: rmarequest <****************************************************>
Date: On Tuesday, October 1st, 2024 at 11:32 AM
Subject: Re: Return of PAP Supplies PT *******
To: ******************** <********************>

Hello,

Thank you for your email. We reviewed the call you made to place this order and you had confirmed to order these supplies, so due to this was not our error, normally, we would not approve a return at our expense.

However, I am able to approve a return (for just the cushions - we do not return opened supplies), if you would be willing to cover the cost of the return shipping and I will make a one-time exception and waive the re-stocking fee. ***** respond and let me know if this is something you are willing to do.

Please respond within the next 72 hours and I will proceed with your RMA request.

Patient ID #*******

______________________________________________________________________________
Brietta ?
Senior ************ Coordinator IV
Sleep Central
**************

Visit us at ************************************************************************** update your 2024 insurance with us!

****From: hello <********************>
Sent: Thursday, September 26, 2024 2:17 PM
To: rmarequest <****************************************************>
Subject: Re: Return of PAP Supplies PT *******

Hello,

Yes, the mask was opened and does not fit. The 5 nasal cushions were not opened.

Thank you,
********** ************

Sent with Proton Mail secure email.

On Thursday, September 26th, 2024 at 2:57 PM, rmarequest <****************************************************> wrote:
Good day,

Sleep Central was notified that you would like to return your last shipment. Before I can proceed further with your request, I need to confirm if you have opened the individual packaging on the incorrect/unwanted supplies?
Please respond within the next 72 hours and I will proceed with your RMA request.

Please let me know if you have any questions and have a great day!
PT# *******
****** Yates
************ Coordinator
***********************
******* Ky 42071
**************
161510

******************

Business Response
Date: 10/02/2024
Sleep Central/Rotech Healthcare emailed the complainant on 9/26/24 and the complainant responded to Sleep Central/Rotech Healthcare, that day. Sleep Central/Rotech Healthcare responded to the complainant's email on 10/1/24 with further information.
Customer Answer
Date: 10/02/2024

Complaint: 22228994

I am rejecting this response because: Rotech refuses to honor F&P's sure-fit guarantee and they need to cover the cost of return shipping.

Sincerely,

********** ************
Business Response
Date: 11/01/2024
This submission has been elevated to ************************ to review and reach out to the complainant to assist.
Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rotech sells CPAP supplies, bills insurance and we pay rest. However they are trying to add additional charges that are from February 2023 and August 2023, claiming we owe. I requested an Itemized statement and the spreadsheet they said had a number of additional (new) charges that were not listed on monthly statements. We have called multiple times and are told they have computer issues and are working on it, just ignore the monthly statement we are receiving. Then the next months statements come with a number of new charges, never billed before, from 2023.
Business Response
Date: 09/11/2024
Our *************************** has been in contact with the complainant. Should they have any further questions, please contact them at ************.
Customer Answer
Date: 09/11/2024

Complaint: 22218500

I am rejecting this response because: I have contacted them multiple times before and after filing complaint. I am told they will research and adjust but then the next month I still get a statement showing a balance with a PAST DUE notice. When I call back in I have to start from the beginning as if they had no records of previous calls. This has gone on since March 2024.
I will need to receive a written communication from them advising a $0.00 balance to be satisfied.

Sincerely,

******** ******
Business Response
Date: 09/19/2024
Rotech Healthcare's *************************** has spoken with the complainant and is assisting.
Customer Answer
Date: 09/29/2024

Complaint: 22218500

I am rejecting this response because:
1. I have not spoken to them since we did so in August, prior to filling this complaint with you.
2. In addition, ****************** does not show they have submitted a claim for this as of yet

Sincerely,

******** ******
Business Response
Date: 11/01/2024
A supervisor with Rotech Healthcare's *************************** will be reaching out to the complainant to assist.
Customer Answer
Date: 11/11/2024

Complaint: 22218500

I am rejecting this response because: I have received a phone message that says my account is now zero but when I called to request that information in writing since they have a history with me of suddenly adding unexpected charges. I called the number of ****** who left the message but it just rings and rings. I called the customer service line and they said they couldnt send me anything in writing.
please understand that until I receive WRITTEN notice that my balance is zero, I cannot accept their response

Sincerely,

******** ******
Business Response
Date: 11/27/2024
A representative with our *************************** will reach out to the complainant to further assist.
Customer Answer
Date: 12/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
Date:08/28/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mom passed away Aug23, 2024.I called Rotech Saturday Aug 24 but they were closed over the weekend. Called 2 times on Monday Aug **************************************************************************** Well I never received a call back so I called Tuesday Aug27 to leave another message with no return call. Then I received Text message at 10:15 saying a technician would be at my house at 10:45 to pick up equipment. I called company again, this time a gentleman answered. I said I left 3 messages with no call back- he said there are only 2 people answering phones and there is no way to make call backs They definitely got my message, never contacted me to schedule a pick up day and time seeing my mom just passed, instead technician came to my house and of course I was not there as I was planning a funeral. He left a tag on my door saying if I do not return the equipment in 3 days I will be charged.What about common courtesy,
Initial Complaint
Date:08/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is in regard to medical equipment provided by ROTECH Healthcare for my husband ****** *****.He died on Jan *******.A representative from Rotech picked up the equipment in February,23.After receiving communication from Rotech after the equipment had been returned that they had not received it,I was unsuccessful in connecting with them by phone and left several messages.I then sent Rotech an email on March 12, 2023,telling them the equipment had already been returned and that I would not be sending any ******** request that they reply to my email was not acknowledged. That was the last time I communicated with them and thought the issue had been ************** Sept.26,2024, I received a letter from Rotech attorney,******* B ****** with a bill for $3,189 and a request that the equipment be returned.I am 86 and have run out of patience with these people.I would appreciate your help in this matter.**** B *****
Customer Answer
Date: 09/10/2024
Thank you for contacting Rotech Healthcare on my behalf.
On checking the letter of complaint to BBB about this company I find that the dates I provided you were incorrect.
****** ***** passed away in January of 2024 NOT 2023
The medical devices were picked up by a Rotech representative in early February of 2024 NOT 2023.
My apologies for this error.
I appreciate your help in this matter.
Best Regards,
**** B *****

Business Response
Date: 09/19/2024
As we can not discuss submissions on a public forum, please have the complainant contact ******** Location Manager, ******* at ************, for further assistance.
Customer Answer
Date: 09/25/2024

Complaint: 22197007

I am rejecting this response because:

Thank you for contacting Rotech Healthcare on my behalf.

On checking the letter of complaint to BBB about this company I find that the dates I provided you were incorrect.

****** ***** passed away in January of 2024 NOT 2023

The medical devices were picked up by a Rotech representative in early February of 2024 NOT 2023.

My apologies for this error.

I appreciate your help in this matter.

Best Regards,

**** B *****

Customer Answer
Date: 09/25/2024
Thank you for your help in this matter.Complaint 22197007.
In your latest communication under Message from Business Rotech requests that I call the local manager,*******,at ************.
Under What is the next step BBB says that no action needs to be taken by me at this time.
Should I call the local manager or leave it up to BBB to continue dealing with this issue?
Regards,
**** B *****

Business Response
Date: 09/26/2024
As we can not discuss submissions on a public forum, please have the complainant contact ******** Location Manager, ******* at ************, for further assistance.
Customer Answer
Date: 10/05/2024
Rotech indicated I should speak with local office manager,*******.She is no longer with the company.
On Oct 3 I spoke to ********* at local office.She went into the system and found records showing my husbands medical equipment had been returned to the ****** location.After her manager signed off on this she said she would send an email confirmation to me and also inform Billing.
As of today,Oct5,I have not received any email confirmation,so the issue has not yet been resolved.

Customer Answer
Date: 10/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:08/23/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received a bill for equipment that was never received. Called 5/2023 and informed Rotech about issue and was informed there was no order from a provider for equipment and no record of equipment being sent. Was informed the bill would be taken care of. I received a letter 8/23/24 from a collection agency that the bill was not taken care of. Called Rotech 8/23/24 and was informed the bill is too old to do anything with and there is record of supply delivery. There was not any supplies delivered and was noted as not delivered when I called 5/2023.
Business Response
Date: 09/16/2024
A representative from our *************************** has reached out to assist. Should the complainant have any additional questions, please have them contact us at ************.
Initial Complaint
Date:08/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im Not sure of the date but it was in 2023. A request was sent to this business for a cpap machine. Everytime I called, I was told that my doctor did not send the documents over and they needed to send another request. I finally called my doctor to schedule an appointment and ask why they never sent the documents over and I was told that Rotech stated I refused the machine. This is incorrect and any person working for the company has falsified documents if that is what was out into my record.
Business Response
Date: 09/13/2024
Management has reached out to the complainant and assisted further.
Initial Complaint
Date:08/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My *** recommended this vendor for a CPAP device. Initially, I had challenges contacting them with call wait times exceeding 45 minutes. I have been hung up on, transferred round and round, and been treated rudely by their staff more times than I can count. I was also unable to use their online portal because of technical difficulties I believe was on their end. I gave them my billing credit card several times (it is required in the initial contract before you receive their equipment) I had to call (very difficult to reach someone) and give them the credit card info again. Initially it took longer than they had promised to receive the equipment, then they actually sent me the wrong equipment which was another headache to remedy. Once I received the correct equipment that my *** prescribed, I understood that I was being charged a small fee as thankfully the insurance paid the rest. That went on for a few months. My last correspondence from them was that they would send me replacement hoses/masks as per the rental contract but I never received them, thus have not been using the machine. I tried to call time after time and couldn't actually reach a real person. Now I've received a threatening letter saying that I've refused to make payments and that I 'm being charged $1,330.00 and are accusing me of theft. Call after call I am still unable to talk to someone to get this resolved, though I have made arrangements to return their equipment. As I filled out online reviews based on my experiences, I noticed that many others have had similar issues and that they have an average review of 1.5 stars on one platform and 2.5 on another. I wish I would have seen those before to prevent this "nightmare" preventing me from receiving essential medical care and sleep therapy. It continues to have a negative impact on my life adding stress and anxiety. Please help. I truly hope they make improvements to prevent others from enduring their negligence.
Business Response
Date: 09/13/2024
As we cannot discuss accounts on a public forum, management will be reaching out to the complainant to assist.
Initial Complaint
Date:08/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 5, 2024 I went to ******************** to order a cpap mask. I had a question about the mask so I called the 1 800 number on the website to get information . The customer service guy didn't speak good English and was difficult to understand but he pulled up my account and took my order for the cpap mask. My insurance was on file but he said he needed a credit or debit card number on file also to cover the deductible that the insurance did not cover. So I gave him my number. I received my credit card bill showing rotech charged my credit card $94.15 on July 7, 2024 Which is okay but today is August ******* and still haven't received my mask. So I called customer service and they said **************** was waiting for doctor approval before sending my order. I asked why my card had been charged a month and a half ago before they got doctor approval for my order. They said my card had not been charged. I have my credit card statement saying rotech charged $94.15 They said it must be a third party that charged my credit card that I would have to call my card career and dispute the charges. Even though it was there website and there customer service number that charged my card.
Business Response
Date: 09/11/2024
As we can not discuss account information on a public forum, please have the complainant reach out to our *********************************** at **************. They can also speak with someone via our new Live Chat feature on the website. Both methods have ShopRotech dedicated representatives to assist.
Initial Complaint
Date:08/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My healthcare provider has provider has prescribed an oxygen concentrator since about 4/23. I have never received anything from this Rotech healthcare. All of a sudden, I receive a threatening letter stating they have tried to collect and demanding $2900. I called, but the call Center wanted too much personal info. The local office here in **************** just replaced the machine 2 weeks ago, as the old machine had quit working. If they had been trying to contact me, as they said repeated efforts, I dont think they would have replaced the machine. The attorney that signed this threatening letter, ****** B ******, should be disbarred. This whole operation is a scam, at best.
Business Response
Date: 09/11/2024
Management has reached out to the complainant to assist further.
Initial Complaint
Date:08/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About March I got a call from Rotech about getting supplies from them and I told them I get them offline for $20 and that they cost too much there. The person then said Well your insurance will cover the cost, and I told him I would just normally get 1 pillow noise cup and a head harness. He said Well the insurance will cover them if I wanted them. I then said if they cover it and there is no cost to me send it but I don't want to pay any cost. I then get a package in mail with 6 noise pillows, 2 and much more then I would have ordered, but I didn't think anything of it because the insurance was paying for it. 3 weeks later I get a bill for $155.63 and they say the insurance company isn't paying that because that is my deductible. They should have told me this before shipping it out and again they sent 6 times more than I would even want. When I called, they just didn't care and when I asked for a manager, I was told it will take him 72 hours before he would call., 3 weeks later no call just more bills and they are sending it on the phone. They don't care and they are scamming the consumers out of money this way. They charged the ***************** $607.17 for things I didn't ask for and the insurance paid $451.51, and they want the rest from me.
Business Response
Date: 08/29/2024
Management has reached out to the complainant to further assist.

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This business has 1 alert

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.