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.

  6251 Chancellor Dr Ste 119 Orlando, FL 32809-5613

• 

  Rotech Healthcare Inc.

  2032 Talley Rd STE 7 Leesburg, FL 34748-3486

• 

  Rotech Healthcare Inc.

  1240 Palmyrita Ave STE E Riverside, CA 92507-1728

• 

  Taylor Home Health Supply

  4901 Common St Lake Charles, LA 70607-6643

• 

  Rotech Healthcare Inc.

  17 Southland Shopping Ctr Terre Haute, IN 47802-3943

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:04/24/2023

  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 CPAP machine, and due to a recall I was required to get a new CPAP. When one became available I picked it up from ROTECH. I paid 96.66 at time of purchase. These machines are on a rent to own basis because they are expensive to lay a lot of money up front. There is also a need to purchase supplies such as filters, tubing and masks as they deteriorate. Thus, I expect to get nominal bills from them for the rental and the occasional purchase of supplies. My issue is that the bill is not being explained to me thoroughly by their billing department to understand what it is I am going to pay for. They are realizing errors, which cause one bill to be 600.98. They blame the insurance company when they can't figure things out. They tell me I need to talk to a different department when they don't know the answer. They cut me off when I am trying to explain things. They don't deliver on promised explanation of billing. They hang up on the phone on me and on one occasion did not call me back. I am concerned that the mismanagement of a company such is that could result in either my family paying more than it should or in my case because I haven't paid for something that doesn't make sense this could be put into collection and/or be hit up with late penalties. My wife and I are at are wits end with this company's behavior. I want a bill that is correct. I want a bill that I can understand is fairly charging me for what I am getting.

  Business Response

  Date: 05/15/2023

  Upon further billing
  review, it was found that the October 2022 date of service had three of its
  claims billed multiple times when they should have not. Billing has adjusted
  off the additional charges from those claims. Other than the October issues,
  there were no additional billing issues found. The patient currently has a new
  balance of $120.55. We have requested a supervisor from billing to reach out to
  Mr. **** to explain any further questions he may have regarding the billing on
  his account..

• Initial Complaint

  Date:04/21/2023

  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.

  Rotech Healthcare was my provider for CPAP supplies since 2016. Sometime in 2021 Rotech erred and change the spelling of my name which cause BCBS health insurance to reject the June 2021 bill. I informed Rotech of the issue immediately. They said they would correct the issue. In August I got another bill from Rotech and the issue was still not corrected. I called again and asked for the correction. I also stated that no more supplies be sent until this is corrected. In September I got another incorrect bill. Again I called Rotech and asked for the bill to be corrected. In October, I got another incorrect bill and again called Rotech for the bill to be corrected. In November I got another incorrect bill. This time I requested to speak to a supervisor. They reviewed the complaint, got the bill corrected and informed me the final correct amount of the bill should be $54.97. I paid that amount on November 28, 2022 and the account was closed.
  
  After 5 month, on April 21, 2023, Rotech sent me another bill for supplies they said were sent in November 2022. I did not request any supplies from Rotech as I had cancelled all future orders. I believe The Rotech system is trying to charge my account after it was closed for supplies I did not order or get. The bill is attached for your reference.
  
  I did call Rotech on April 21, 2023. They insisted I pay the bill. When I asked to speak with a supervisor, they denied my request. When I stated I was going to file a complaint with the BBB, they hung up on me.
  
  I am asking the BBB help in fixing fraudulent billing of Rotech for this account.

  Business Response

  Date: 05/04/2023

  Upon further review, Mr. ****'s account has had the balance adjusted off and his insurance will be refunded for any payment received for the September date of service.

  Business Response

  Date: 05/11/2023

  Hello

  Per the screenshot provided by Mr. ****, the total was as of 4/21. The adjustment took place 5/4. The account has not cycled through another statement period. In the case of this account, a new statement will not be created as there is no balance on the account. Please see the attached billing ledger of Mr. ****'s account where it shows that there are no outstanding balances for him or his insurance.

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Rotech just credited my bill and then charged my wife's account for it. I have included the undated bill my wife got from Rotech on 5/13/2023. My wife stopped using Rotech in July 2022. Her last order was in July 2022, which we paid by credit card on 7/30/22. Since July 2022, she has not received any correspondence from Rotech. When she tried to access her Rotech account online (5/13/2023), the account appears to be closed.  Rotech appears just to be randomly moving charges to different accounts with the same last name. I believe this is in direct retaliation for me filing a complaint against Rotech for false billing.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/12/2023

  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 received a Creditor bill from ****** ***** * ********** saying I owed Rotech Healthcare $437.71 which in fact I do not. I called Rotech Healthcare billing and Miguel answered I went over the Billing issue. He placed me on hold for almost 30 minuets came back and said it was a mistake on there part that I did not owe any money to them. Miguel said he was going to send an email to another department to take care of the issue. I asked him to pleas send me conformation email as well and he said his company could not do that. I then asked to speak to a supervisor and Miguel would not let me speak to anyone but him. I call the Rotech oxygen store here in Peoria Arizona was placed on hold for about 20 minuets and then they hung up on me. I need some type of letter from them to make sure it is take care of VIA credit bureau.
  
  Sincerely
  ******* *** ************

  Business Response

  Date: 04/26/2023

  Hello

  We were able to confirm with Patient Accounts Department Management that the account is no longer in collections. There are no set notices that are sent out once removed but we would be able to prepare something on Rotech Healthcare letterhead if needed.

  Customer Answer

  Date: 04/27/2023

  
  
  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:04/12/2023

  Type:Billing 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 company structure - some items handled by Corporate and some by *******.
  
  In early January, I rented a CPAP machine via ********* Medicare billing said the machine was new. I was told by customer service that my machine was already registered because they did register them, not because my machine is used. I am immune compromised. I've been battling infections since I got the machine. I've been on four rounds of antibiotics. I have two ER visits and one visit to an infectious disease specialist.
  
  In March, my machine (an ibreeze 20a) stopped working while I was sleeping. Error code indicated that there was a problem with the blower. A new, faint plastic type smell came through the machine. I didnt understand why a blower would stop working on a brand new machine. I googled how to look up machine settings and found out they sent me a machine with almost 800 hours on it. I complained to corporate via chat and returned the machine.
  
  Corporate said ******* would have to handle the approval of the billing reversal.
  
  Without a zero balance, another supplier wont pick up my Medicare contract so that I can get another machine.
  
  I emailed Mr. Steve C***** in ******* and told him my issues. He is now not responding. But all of my masks, hoses, etc were also contaminated by sending me a used machine. According to the FDA, there is no approved way to sanitize these machines.
  
  I have emailed corporate to try to enter into their dispute resolution process, and they havent emailed me back.
  I am now right at about a month without a machine. Being without one is a serious health risk.
  
  I am requesting a complete billing reversal and a refund for all charges paid by Medicare, back to ********* I can't get the machine I need any other way, unless Rotech sends me the new machine my physician ordered, a ResMed 11 Auto. If they do that, then I still need all of my hoses, etc replaced and all previous charges zeroed.

  Business Response

  Date: 05/05/2023

  Location and Area management has been in contact with Ms. *** on how they will be moving forward to assist her with the current issues of needing a new machine and supplies. 

• Initial Complaint

  Date:04/10/2023

  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 returned all equipment last April 2022 no balance due on the account. 6 months later starting getting bills for equipment went to office though I had it cleared up 2 months later started getting bills again. This company is like bad rash. I can’t get ride of them.

  Business Response

  Date: 05/01/2023

  Upon further review, the balance on Ms. ****'s account has been adjusted off and confirmed as $0 by Patient Accounts Dept Management.

  Customer Answer

  Date: 05/02/2023

  
  
  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:04/07/2023

  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 had a situation going back to October 2022 that this credit of $194.06 should have been issued however has not due to Rotech's internal credit posting system issues prohibiting the credit to be applied. A total of three to four people has informed me the credit would be applied two of provided email confirmation others verbal all noted in their systems for validation. I later found out and was not informed the credit was denied systematically? This delay and lack of urgency and attention has now forced me to take an alternative action (BBB) to assist me to resolve this issue. I continued to be "promised" the credit would be applied however to no avail, instead empty commitments or promises for the credit of $194.06. I continued monitoring the Rotech billing system which still reflected the $194.06 balance, so I called in for the last time on Friday March 17th, 2023 and spoke to the representative. She informed me that I still owed the balance of $194.06 as the others before over the last 3 - 4 months. I was frustrated at this point even though I received email notifications that the credit would be applied and especially my account was at a zero balance!!!! which was NOT!!!! I've attached emails to validate and verify my statement and I seek a full refund of $194.06 and Rotech to send to all credit bureaus correction payments notifications regarding this scenario. I have supporting documents (emails from the Rotech) however the option to upload them was not successful due to the format options. I can however forward them once this complaint is assigned to the BBB representative thank you.

  Business Response

  Date: 04/20/2023

  Upon further review, a manager with our Patient Accounts Dept has pushed the refund for $194.06 through and the funds should be available on the original form of payment in 5-7 business days, depending on the financial instituation. 

  Business Response

  Date: 04/24/2023

  After confirming with Patient Accounts Dept Management, Mr. ****'s account and any billing issues were not reported to the Credit Bureaus.

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am technically not rejecting this response just waiting for $194.06 to post the account now that verification that no reports of delayed payments have been forwarded to the three main credit agencies.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/31/2023

  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've been trying with Rotech/BP Gamma to correct their claims for the past months. The claims are still displaying as out of network as of today even after I called with an ***** agent on the line.
  
  I spoke to many representatives from your billing department, every response was "they will look into it and have the claims corrected and not pay the bill" I get a bill every month with varying amounts, yet claims are still processed outside of the network.
  
  On February 16, 2023, I spoke with Kevin, a Rotech/BP Gamma representative, who advised me not to pay the bills because the amounts were off. A correction will be made when the next bill arrives.
  
  I asked Kevin about a claim dated 12/26/2022. He claimed that I had ordered supplies, but I questioned this. He informed me that it was an automatic order and that I would get it. I haven't received any orders as of today.
  
  I'm unsure what is happening with the Rotech/BP Gamma billing department.
  
  All I'm requesting are:
  1. Is to pay my $9.14 rental fee as per my contract, which I'm unable to do because they are combined with the other sums, making it impossible for me to pay them.
  2. Rotech/BP Gamma to accurately submit the claims as an In-Network claim under Rotech (not under BP Gamma which is Out of Network with Aetna.)
  
  In order to prevent the problem from getting worse, I'm hoping to have a resolution.
  
  P.S. All supporting documents are attached.

  Business Response

  Date: 04/24/2023

  Hello
  Updating to inform all parties that this account has been submitted to upper Billing Management to review. We will update accordingly.

  Business Response

  Date: 05/05/2023

  We apologize for the delay in response but wanted to confirm that the balances have been corrected and the claims have been resubmitted to ***** for reprocessing as in-network. Billing has also adjusted any balances that were incorrectly billed to the patient. 

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to wait and see the updated billing statement on the adjusted amounts. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/31/2023

  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.

  Over the past few months, I've been working with Rotech/BP Gamma to correct their claims. The billing does not match *****'s benefit EOB, and claims are still showing as out of network as of this writing. Also, no supervisor has contacted or emailed in regard to the bill's inconsistencies. I have spoken and chatted with several members of your billing department, and each time, they always replied, "They will look into it, and a supervisor will get back to me with an email regarding claims correction and bill corrections." I receive a bill this month in various amounts, but claims are still processed outside of the network. Since then I received a second notice for amounts which has not been corrected. (See attached documents)1.According to Rotech Billing, two charges totaling $275.98 and $37.12 were made on October 11, and requested payments totaling $10.36 plus $80.90, totaling $91.26. The ***** EOB for October 11, 2022, indicates that we are responsible for $18.25.According to the Rotech bill, a full face mask costing $341.10 was purchased on September 13, 2022, with a patient balance of $86.78. The $313.10 was entirely covered as part of the initial claim, according to ***** EOB 09/13. (See *****'s Benefits Explanation) Why is this amount being billed individually by your Rotech, when it was covered on the initial claim? Additionally, according to the Rotech bill on September 13, 2022, a Head gear was $71.90 with a patient balance of $21.13. ***** EOB 09/13 that the $71.90 was 100% covered as part of the initial claim. (see *****’s explanation of benefits) Why is this amount being billed individually by your Rotech, when it was covered on the initial claim?I'm unsure what is happening with the Rotech/BP Gamma billing department.
  All I'm requesting are: 1. Is to pay my $9.14 rental fee as per my contract, which I'm unable to do because they are combined with the other sums, making it impossible for me to pay them. I just requesting to fix the billing & pay $9.14

  Business Response

  Date: 04/24/2023

  Hello

  Updating to inform all parties that this account has been submitted to upper Billing Management to review. We will update accordingly.

• Initial Complaint

  Date:03/28/2023

  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.

  11/5/2022
  $29.39
  The business was supposed to provide me with a useable CPAP machine.
  I am being billed $29.39 for a rental CPAP machine that was not usable. I tried contacting Rotech multiple times. I left messages, and I was transferred to voicemails in different states on multiple occasions. No one could provide me the support that I needed to be able utilize the machine without suffocating myself.
  After about two-three weeks of trying to contact someone, I finally spoke to a live person (Briana on November 4, 2022 and at that time I determined that I did not want to work with a healthcare business that did not provide customer service and asked to return the machine. They sent me a return label and I immediately returned the machine.
  I was billed shortly thereafter for rental charges for a non-usable device, and other items that I did not receive.
  No, the business has not tried to resolve the problem.
  Patient Tracking #*******

  Business Response

  Date: 04/20/2023

  Upon further review, on March 28th, Ms. **** was able to speak with our Patient Accounts Dept who was able to get the equipment picked up within our systems and all balances adjusted to $0.

  Customer Answer

  Date: 04/22/2023

  
  
  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:03/27/2023

  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've been trying to get my CPAP supplies since the first week in February.
  Multiple people there say the order is hung up in their warehouse, but all they see on their computer is a statement that mentions "QA". Does QA mean Quality Assurance? No one seems to know how to rectify this issue.
  Meanwhile, I'm suffering because of it.
  It's March 23, 2023, and still no supplies after multiple calls. Rotech/Sleep Central bought Physician's Choice, a company I had been using for over 10 years without any problems. Now, very first order with Rotech/Sleep Central has not shown up. I hope they didn't bill my insurance co for the supplies that I haven't received.
  Don't use this company. It's a total nightmare.
  Where are my supplies?!!! My health is in jeopardy...

  Business Response

  Date: 04/20/2023

  Upon further review. Ms. **** did receive the supplies on March 23rd. There was a delay in receiving the supplies as our Supply team was having issues in retrieving billing required documentation.