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.

close

Find a Location

Rotech Healthcare Inc. has 331 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/30/2023

  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.

  I received my April statement with with a balance due of $17.76. I contacted the company in regards of the balance due. I was told to disregard. I got my May statement once again with a balance due of $17.76. According to my insurance they paid a total of $88.77 of the contractual agreed upon prices with the company.
  
  According to the provided invoice from the company that was what the company accepted as payment. And attempting to make me pay an additional fee of $17.76 when in accordance to the insurance contract and payments they were paid in full.

  Business Response

  Date: 06/21/2023

  Upon further review, when Mr. ****'s correct insurances were rebilled, the amount was never adjusted off. Billing has gone in and adjusted off the balance. 

  Customer Answer

  Date: 06/21/2023

  
  
  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:05/26/2023

  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.

  The company has refused to rectify an issue that they created by halting billing, abandoning my account, refusing to bill my insurance, sending multiple bills to collections without any contact with me, requiring me to pay and return my medical device that should have been owned by me per the contract with the insurance company, and now i am unable to get a new medical
  device with my insurance, so my medical condition has not been treated for 2 years.

  Business Response

  Date: 06/15/2023

  Upon further billing review, the account's billing has been corrected and the account was confirmed to not be in collections. There should be no issue receiving a new machine moving forward as there was a break in service and new qualifying data in on file. Ms. **** did speak with our Patients Account Dept regarding a payment that was made, they did request further proof of payment before any moves can be made in a refund. 

• Initial Complaint

  Date:05/25/2023

  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.

  Rotech's initial Medicare Claim for my CPAP, under the "Service Date" of November 9, 2022, was denied by Medicare.
  Rotech representatives have acknowledged to me it was Rotech's clerical error; I have been advised by more than one Rotech representative Rotech resubmitted the Claim(s) to Medicare and my secondary insurer on April 6, 2023; and (i) we should wait for the resolution of the Claim(s) by Medicare, and (ii) a note would be entered into Rotech's system so services to me are not interrupted. I have had at least a number of follow-up conversations with Rotech representatives without any resolution.
  On May 17, 2023, I received an email from Rxxx Axxx, Sleep Central Coordinator "We Care About Patient Care" which email advised: "Upon review of your account, we are unable to place an order at this time due to your account having a past due balance."
  Since my inital order on November 2022, I have an "outstanding balance" of $483.92, for the period November 9, 2022, through March 9, 2023; although it appears Medicare has commenced paying Rotech after said initial period of time, but not this outstanding balance.
  My situation is similar to many of the other complaints I have read on your site; lack of follow thru, lack of professionalism, etc. I need CPAP supplies, and as the matter stands, I have no reasonable or rational choice other than to forget about dealing with Rotech, and just engage with another medical device supplier.
  I appreciate your time and assistance. In the event BBB or Rotech has any questions, or desires additional information, please do not hesitate to contact me.
  Thank you,
  ***** ** *********

  Business Response

  Date: 06/28/2023

  Upon further review of the account, we have gone ahead and adjusted off the balance on the account. It looks like Mr. **** did speak with Sleep Central and they have since removed the credit hold so he is able to order sleep therapy supplies.

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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.

  Since I was brought out of my medically enduced coma due to Covid, I've been reliant on oxygen 100% of my day for the past 2 years roughly, provided by Rotech. Since then I've been responsible for thousands of dollars in medical fees and have only been late on my payment once. I currently owe at least 100 dollars and they placed me on a payment plan of 33 dollars. However they refuse to provide me with oxygen unless I make a payment of 33 dollars, which I cant pay until the beginning of the month. Until then I can't solely rely on my oxygen concentrator at home, because I currently have appointments that I have to make that dictate my current situation medically. I'm not refusing to make a payment by no means. However as I've stated they're refusing to provide life saving equipment I need for a quality of life.

  Business Response

  Date: 06/06/2023

  Upon further review, there was a delay in supplying the patient with portable oxygen tanks due to the past due balance as Ms. **** stated. Upon entering into a payment plan, portable oxygen tanks were able to be provided. There was a payment that did not go through which automatically canceled the payment plan, which stopped the deliveries. Once a new payment plan was initiated, Ms. **** was able to get tanks and supplies from the servicing location. 

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Rotech denied me oxygen when I need oxygen to live due to money. Yes I did missed 1 payment for $30.70 on May 2nd. However, this should not have hindered me getting oxygen that I needed to live my life. The point of this complaint is to let Rotech know that when a client is on 100% oxygen 24/7 and is denied oxygen to live and get to doctors appointments to better there lives due too money  especially when the client has made regular payments and only missed one Rotech should have been able to make an exception to help the client instead of risking their lives and treatment to get healthy all due to money and greed. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/17/2023

  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.

  Reported an office location in Conway Arkansas to corporate for fraudulent activity: they adopted my signature to legal documents without my permission or understanding then improperly charged my insurance and me $800 to rent a wheelchair that my wife needs permanently. This chair also costs $200 on ******. The legal dept has a good advocate there that listened, said she was refunding us, and finally made sure the location was going to be trained. I am now being billed months afterwards another $100. Their call center hung up on me despite my requests to get this resolved immediately. Doing business with this company has cost me hours of stress and left us worried they will steal AGAIN from us or damage our credit with their incompetence.

  Business Response

  Date: 05/30/2023

  Hello

  Please provide the patient's name and date of birth to allow us to look into your issues.

• Initial Complaint

  Date:05/17/2023

  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.

  Upon recieving a late payment notice from BP Gamma Medical for Cpap supplies, we called Rotech (parent company) to find out why because we had automatic withdrawal on our account. These withdrawls had been happening for 2 years prior to this issue being charged only to Rotech. Beginning November 2022 the company began to charge Cpap supplies under BP Gamma (not in insurance plan) and Rotech (covered under insurance plan). After 4 attempts to get some resolution, nothing was done. Our first attempts were met with the representative " sending emails to higher ups" to "review" the problem and we were "to call back (no real timeframes given)" to see if the issue was resolved. We called Aetna (insurance provider) and did two conference calls to try and resolve the issue. Still no action was taken by Rotech. New fees keep getting added and now they have sent us to collections. Everytime we have called they keep telling us the "approval is pending". We have been waiting since 3/21 for a response.

  Business Response

  Date: 06/08/2023

  Upon further billing review, it was found that there were amounts that were billed to the patient incorrectly. Those have since been reversed and billed correctly resulting in a credit on the account. A Billing representative spoke with the wife of Mr. **** who stated that it was okay to leave this credit on account for future supplies.

• Initial Complaint

  Date:05/10/2023

  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.

  I had to put a one time fee of $152.56 on supplies for a BIPAP machine. The only problem is when they arrived with the machine the machine didn't work. I never opened the supplies and brought everything back to Rotechs Mountain Home office the next morning. Didnt get my refund even though their policy states everything must be returned in under three days. I didn't even wait one complete day. Been dealing with them for quite a while & still getting nowhere with them. I want my money back as I have nothing that belongs to them. They are selling broken BIPAP machines & should be investigated.

  Business Response

  Date: 05/23/2023

  Upon further review, a refund was submitted and approved on 5/11 as Mr. **** has returned all equipment within 3 business days.

  An update to this complaint, when the refund was pushed to the credit card company on 5/12, the patient had already filed a chargeback regarding the requested refund. The credit card company is in the process of returning Rotech funds and Mr. **** should have the amount that was originally charged credited back to him. 

  Customer Answer

  Date: 05/23/2023

  
  
  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:05/10/2023

  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.

  This company takes forever to fill an order. I'm am sick and tired of reaching out a half a dozen times every time I want to get my biannual supplies sent to me. It's a complete joke. The second to last time I ordered, fall 2022, the "issue" was that they need the doctor to "fill the prescription". It took several months for me to get the order. When I finally did, I asked if the prescription would still be good in 6 months when I needed to refill. I was told the prescription would still be good. Well, that was not the case.
  
  A robot called me a few months ago to do a refill. I thought, Wonderful! Easy Peasy! Well, it wasn't. They took months again and I only get any results when I send emaill after, email, after email.
  
  I hate this company and will take my business elsewhere.

  Business Response

  Date: 05/23/2023

  Upon further review and speaking with Sleep Central management, it was found that there were delays in the 2 orders that were placed in 2021 and 2022. This was due to issues in receiving a complete order that would be suffice for all insurance guidelines for payment. Ultimately, the correct order was received and supplies were shipped. In 2023, there was a delay due to the patient's insurance being inactive. There was attempted contact after the order was placed in February on both the patient's side as well as Rotech's attempt. No new insurance information was received so the order was voided. In March, the patient submits a new order and submits new insurance cards when requested. At this point there was a delay in Rotech response. Sleep Central management has taken this as a teachable moment as at the same time there was turnover causing a delay in orders among other issues. Unfortunately, it did take until April for the patient to get supplies. We do apologize for the delays that were caused and moving forward all information is current within the system and there should be no further delays.

• Initial Complaint

  Date:05/09/2023

  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.

  I was prescribed a CPAP Machine for sleep apnea. I was sent a CPAP by Rotech/Summit Respiratory in November, after multiple calls and attempts to get help which I was constantly directed to go to other people and eventually went back to Summit Respiratory where I originally tried getting help I was advised to go to the office. I was told in that appointment (in January) that the machine I had was bad and that they get complaints all the time from it, so they gave me a new machine. I tried disputing the charges for November and December and was told after multiple calls and told I would get a call back which I never got that I still owe for it because they didn't have any notes in the system from my previous calls. I expressed my displeasure with the fact that because they failed to take notes, I have to pay for months of defective equipment they provided. I guess that is why they have such poor notes and don't return calls so they can continue to collect money without providing any service.

  Business Response

  Date: 05/23/2023

  Upon further review, we have gone ahead and adjusted off the dates of service in November and December for the PAP machine & humidifier charges as the machine was found to not be working properly in January.

  Customer Answer

  Date: 05/25/2023

  
  
  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.  This was what I had been asking for from them. I will follow up for the adjusted invoice as I haven’t gotten anything yet. Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/01/2023

  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.

  I use a required bi-level cpap machine for sleep apnea. I started with a new insurance company for a new job in another state in February 2022. I had to change my doctor/sleep machine supply provider, etc. I made arrangements with Rotech to send back the ‘rental’ bi-pap machine (Maggie 4/4/23 at 4:40pm). However, I am still awaiting a new machine from my new provider. I cannot go without a machine. My wife called Rotech to ask about a 'buy out' amount [4/19/23 4:00pm]. Ralph said the cost was $299.08 + February rental charge ($111.58 billed on 4/7) Total: $410.66. My wife called back 4/19- spoke to Stephanie [5:20pm] after checking the amount we & the ins. company (BCBS of LA) already paid. Stephanie said the cost was $633.78; my wife said it was $299.08 an hour ago. Stephanie came back on the line & said the cost was $299.08. We wanted to confirm the amount Rotech was showing already paid; asked for itemized statement & supervisor. Stephanie said the statement would be emailed/supervisor would call in 24-72 hours. No one called; no statement sent. My wife called at 5:10 pm on 4/26/23 to speak with a supervisor/request itemized statement. Agent indicated $299.08 buyout + $111.58 balance. We decided to pay it; wanting to close this out. Called back [5:00 pm 4/27/23] to pay $410.66. CJ said buyout price = $2,296.55. Asked for supervisor given massive disparity in buyout amounts. Told that speaking with a supervisor involved a 24-72 hour wait. 'Itemized statement’ emailed on 4/28/23. We called again (4/28/23 5:05 pm) to pay the $410.66 and just be done. The agent, April, stated that the buyout amount was $2,567.05. In March, Rotech told me that the total price of the machine was $1252.29. BCBS of LA and I have paid a combined $987.55 (according to my invoices). The lack of decorum displayed by some representatives is appalling. This is anything but “exceptional, industry-leading service” and does not live up to their purported mission to “Get it Right the First Time.”

  Business Response

  Date: 05/11/2023

  In order to further review the account, please provide the patient's name and date of birth.