Complaints

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

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Rotech Healthcare Inc. has 331 locations, listed below.

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  Rotech Healthcare Inc.

  6251 Chancellor Dr Ste 119 Orlando, FL 32809-5613

• 

  Rotech Healthcare Inc.

  919 N Spring Garden Ave Deland, FL 32720-2560

• 

  Rotech Healthcare Inc.

  144 N Florida Ave Inverness, FL 34453-1607

• 

  Rotech Healthcare Inc.

  5315 Great Oak Dr Lakeland, FL 33815-3113

• 

  Rotech Healthcare Inc.

  6997 US Highway 11 Potsdam, NY 13676

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: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.

  I have been trying for 6 months to acquire portable oxygen through this company. I have gotten a long list of excuses. After back and forth between that company and my insurance, rotech is flat out refusing to send the authorization to my insurance. They are simply going by word of mouth, telling me it is not covered because I have a stationary concentrator, and that portable oxygen is a luxury. But again no request has been sent to my insurance on what is covered or not. my concern is about others that are being mistreated

  Business Response

  Date: 08/28/2024

  As we are unable to discuss specifics on a public forum, please have the complainant contact ***, the Location Manager, at ************ for further assistance.

• Initial Complaint

  Date:08/10/2024

  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.

  Routine CPAP prescription filled well by local representatives. They indicated, repeatedly, that the monthly charge will be due for 12 mos and if fulfilled, then title to the equipment would pass to me. Simple and reasonable, given the quoted cash price of about $1,300. During the pendency of this period which started Feb of 2023, I was sent supplies I did not request. Communication to them to stop was evidently ignored and more, needless supplies were sent. My objection did get a response then when I was told I was on the "VIP" program with automatic supplies sent. That "VIP" program was news to me, but I was take off that "program." At the end of the 12 month period I continued to receive bills. Local personnel when I asked in person, again competently and clearly re-confirmed that the *************************************************************** to their billing department. That department was neither competent, nor clear. Contact with them resulted in her telling me that, "No, it is not really 12 months, it is 13 months." Well enough, we can forgive the inability to discern our own contracts when we quote 12 when it is really 13 and the 13th month was then paid. This reconfirmed the 12/13 mos and it's yours contract. Bills continued. I wrote and emailed letters outlining this problem and included copies of prior letters on this issue to the address for receipt of payments in hopes of having someone pass that along to resolution. Billing continued. No response. Gave the phone line one more attempt at that point. Explained the issue. After a very pregnant pause off line, she returned to ask me if I had returned the equipment; obviously not comprehending what had just been explained. Rotech has consistently failed to respond; continues billing despite completion of their stated time period; changes terms mid-stream and now is demanding return of equipment that was fully paid for pursuant to that contract. Their billing department has been a nightmare..

  Business Response

  Date: 09/11/2024

  Management has reached out to assist with this submission.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 supplied me with equipment that did not work properly. I had several phone conversations with them stating this problem. They returned the equipment but now have sent me a bill for $242.67. In the last phone call with them on July 10, they promised that I would not be charged due to the equipment not working. This was four phone calls exceeding 1.5 hours

  Business Response

  Date: 08/13/2024

  Management has been unable to make contact with the complainant. Please have them reach out to ****** at ************.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22105658
  
  I am rejecting this response because:  no one tried to contact me.  that is a false statement.  i tried to call the number provided and was not able to speak to "******"
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/01/2024

  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.

  Used Rotech for a sleep apnea Cpap machine. Machine was returned in September 2022. **** arrived and was paid in full in September. New bill arrived in January 2023. Company was contacted and paid in full noting no further payments required. July 2024 I received a letter from collections lawfirm stating that a bill from April 2022 is past due with no communications from company. I called Rotech and they stated I had signed up for paperless communications. But no bill was ever sent to my, no phone call, simply a letter from lawyer over a year later. Customer support was unable to provide any explanation or assistance

  Business Response

  Date: 08/08/2024

  This submission has been reviewed and addressed.

• Initial Complaint

  Date:08/01/2024

  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.

  Billing has been erratic as of December 23 to present July of 2024.in October of 2023 I went to G&G medical explained that beginning in November of 2023 I would be on ********* Provided them with my ******** card, which they took a copy of, I explained it would be my primary and that bc/bs would be secondary . I was told I would require a sleep study for it to be approved by ******** so I did the sleep study with my doctor. *************** the results were sent to G&G in November. My bills for the oxygen concenter is always high at the start of the year . But has continued to grow on 7/30/24 I went into G&G medical for supplies and questioned my bill . They have not been billing ******** claim they got the sheet of the sleep study but no notes on it shows my oxygen in the low 80s . But I would need a new test as it's been over 60 days. .so did it again last night. They dropped the ball and I got a print out of all doctors notes sent to G&G by my doctor which I will send to them asap. They owe me the difference 119 a month on a fixed income is not sustainable

  Business Response

  Date: 08/08/2024

  This complaint has been reviewed and addressed.

• Initial Complaint

  Date:07/31/2024

  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.

  I ordered a minimum amount of CPAP supplies through Rotech and initially received a text on 6/26 that my balance was $21.09 which I promptly paid and which seems normal based on previous orders that I've had. On July 10th I received another text saying that I have a balance of $138.01 which is for this same shipment because I have not ordered any further supplies. I've since used their chat function to question this billing and have emailed customer service multiple times, but they are saying this is the cost of the supplies. Meanwhile, I have found the same supplies on Amazon for $27 and Rotech is unwilling to do anything about my bill. This kind of price gouging is ridiculous. I also offered to return the supplies, but my order is over the 30 day limit which is ridiculous because I wasn't notified about the additional balance owed until the July 10th text and have already been trying to resolve this since the July 15th. This is a horrible company...I wish I had known CPAP supplies were available through other sources.

  Customer Answer

  Date: 07/31/2024

  Hello, I also wanted to note that when I first received my CPAP machine, I was somehow automatically enrolled into supplies being ordered regularly.  I do not recall ever having signed up for this, but the number of shipments and the amount of supplies sent was quite excessive.  I know I probably paid several hundred dollars for supplies that I'm still working my way through before I canceled the automatic shipments so Rotech has made more than enough money from me that they should be able to get rid of this last, excessive bill so I never have to deal with them again.

  Business Response

  Date: 08/01/2024

  As this is a public forum, we can not discuss an specifics on an account. For anyone, with any company, when dealing with an insurance related transaction, coverage is not guaranteed until a claim is processed and the response is received from the insurance company. If the complainant is unsure of their insurance coverage, we encourage them to reach out to their insurance representative for further details.

  Regarding the complainant's comments on the prices that are assigned to supplies received, insurance companies set allowable prices for items that are provided. Rotech Healthcare is solely the supplier, we do not choose what an insurance will or will not pay.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22073250
  
  I am rejecting this response because: My other recourse would be to return the supplies that I am being price gouged for, but Rotech has a 30 day return policy that they say there are absolutely no exceptions.  The problem is, my supplies were received on June 7th and the text prompt that notified me of the additional price gouging balance was received on July 10th so that was already beyond the 30 day window to return the supplies for a refund.  That is a ridiculous business practice to not allow a return when I only found out about the egregious charges after the return window has expired.  With regards to the charges themselves, how is this acceptable?  Regardless of what procedures you have, what justification do you have for marking up supplies by 600% over what Amazon RETAILS the products at?  I could accept being charged more if the cost was maybe 50% more than Amazon, even 100% more would be understandable given Amazon's market dominance and cost controls, but what justification does Rotech have for charging 600% more over another company's RETAIL price?  This is the exact type of price gouging that the healthcare industry as a whole in under fire for and is beyond ridiculous.  They should either allow me to return the products for a full refund or at the very least discount the balance due significantly.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/08/2024

  As stated before, the prices allowed to be paid for equipment is set by the patient's insurance. The complainant should contact their insurance company with their questions on costs and fee schedules. 

  Regarding the return policy for supplies, this is communicated with each order. This is not a new policy. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22073250
  
  I am rejecting this response because: I did pay the balance because it's pretty clear this horrible company will do nothing.  But I will not retract the complaint at all and it's pretty clear why this company's ratings are in the 1 star range.  Notifying someone that a price gouging balance is due the day before a deadline to return said items is a horrible business practice.  And it's clear from the attitude of the person responding that they do not care about consumers at all.  Please keep this complaint up as unresolved so it can serve as a warning to anyone that does business with this company.  For my part I'll try to see if it's possible to spread the word that no one should conduct business with rotech.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/30/2024

  Type:Order 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.

  Company does not provide requested medical supply. Keep on saying that they will send it to me to no avail. Been waiting for medical equipment over six months already.If, they are going to fulfill agreement, should notify insurance company so I can get someone that will.

  Business Response

  Date: 08/01/2024

  Management was able to make contact with the complainant. Upon making contact, they were informed that the complainant had already received assistance.

  Customer Answer

  Date: 08/07/2024

   
  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:07/29/2024

  Type:Customer Service 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.

  Had oxygen concentrators picked up march 15, 2023 and may 10, 2023. Rotech started calling me September 2023. I tell them the equipment has been picked up. They tell me okay will clear your account. Every 3 months they send harrassment letters and I call them and they assure me they will take care of it. Today they sent a threatening letter. They also sent a person to my house last month!! Talked to the person and he said AGAIN...OK will take care of it. Over and over I have tried to get through to these people I TURNED IN THE EQUIPMENT!!! I have the texts! They don't care. Now they're threatening me.

  Business Response

  Date: 07/31/2024

  This submission has been reviewed and addressed.

• Initial Complaint

  Date:07/29/2024

  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.

  Unfortunately the experience of dealing with Rotech on two occasions, leads to the same issues twice;A. Billing Issues B. ******** charged illegally C. Unresolved Disputes ** Managers seeing issues and referring me to Corporate for resolutions I have submitted one bill as proof of the problems. The 1st issue was so out of line that Corporate had them change my Global Patient# as there were so many transactions that they could not account for:Examples - I called for them to pick up an item for over a year they claimed I did not have the item, as i continued to escalate the situation, they had the wrong information in their system as the incorrect item, incorrect item number and was charging me for an item I did not have, after a year or so they sent someone to pick it up, due to me calling saying "I have given you over a year to pick up, we are in 24 hours going to displace it. Upon arrival the gentleman notated the item number and verified it was with a customer in another state. Moving forward my Pulmonologist issued a prescription for other items and Rotech changed all my info to start as a new and not continuing customer due to the past billing was so inaccurate. As we spoke to them to let them know we would be going over each and every bill with precision, we once again were entangled with inaccuracies in billing. We spoke with an escalation Manager who told us we were not to be paying interest fee's which had been calculating, he then transferred us over to another team who explained it would be taken off of the bill and they would go over the inconsistencies they caught on the bill, and would be issuing an updated bill, they also wanted to know why we were being charged or had anyone explained why our charges were double, sometimes triple what most customers were charged and that my insurance was good and paying the maximum to them allowed, and we should not have as much as a patient balance. They continually send a bill for $323.51 I do not owe!!!

  Business Response

  Date: 08/01/2024

  A representative with our *************************** has reached out to the complainant to further assist.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service 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.

  I have had services with Rotech healthcare *** for a cpap that was fully paid off around July of last year i started getting bills for roughly $21.00 that was for a double bill that they processed by mistake since roughly around November last year i have been calling the company and they tell me the summited for adjustment and nothing gets done i requested to talk to a supervisor and have been hung up on and told they would call me back with in 72-hours and have not received any call back to this date i would like the the bill to be whipped due to something they processed by mistake on their end and for the bills to stop arriving i have expressed to the company that it is very aggravating borderline harassment at this point and have not gotten any resolution to this issue

  Business Response

  Date: 07/31/2024

  This submission has been reviewed and addressed. 

  Customer Answer

  Date: 08/01/2024

   
  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,
  
  ***************************