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Business Profile

Hospital Supplies

Rotech Healthcare Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Rotech Healthcare Inc. has 331 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/22/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Date of Service: 11/23/22.
      Charges were made for medical supplies when Pickens Medical Supply indicated the supplies were free.
      Numerous attempts have been made to clear the bill from Rotech Healthcare but the are unresponsive.
      Calls to the help desk result in getting connected with totally incompetent individuals who cannot resolve issues. They indicate they will reverse the charges but every month we receive another bill. Call today (03/20/23) - they hung up on me the first time. Second callback I requested to speak with a supervisor and they refused.

      Need to get the charges reversed.

      Business Response

      Date: 04/02/2023

      Upon further review, a family member of Mr. **** spoke with our Patients Account Dept on 3/27 regarding the adjustment to the account balances. Due to an internal process of adjustments, it was waiting for an approval which was received same day. The account balance is $0.

    • Initial Complaint

      Date:03/20/2023

      Type:Billing Issues
      Status:
      Answered
      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 became a patron of Rotech Healthcare Inc. on 09/08/22 when I picked up a BIPAP and related supplies from their Fairfield office. I was charged $283.02 for my Sept. 2022 BIPAP and heated humidifier rental, which I PAID IN FULL while in the office. On 09/08/2022, I also paid $135.71 for heated tubing and a nasal mask.

      ISSUE 1: Rotech failed to send my insurance co. a bill for the heated tubing and mask in 2022, which greatly delayed my being able to submit a $135.71 claim for reimbursement to my FLEX spending account co.

      ISSUE 2: My 12/07/22 dated Rotech bill listed a balance due of $32.54 for my Sept. 2022 BIPAP and heated humidifier rental – already pd. in full.

      ISSUE 3: A 01/10/23 “itemized statement” clearly showed that I paid the full amount owed for Sept. 2022 rental equipment on 09/08/22. Yet, both my 02/07/23 and 03/07/23 Rotech bills list me still owing $76.31 for the Sept. 2022 equipment rental.

      ISSUE 4: On 09/21/22, I came in for a mask exchange, because my first mask leaked badly. The respiratory therapist who fit me for a new mask recorded the exchange as a purchase rather than an exchange. Thankfully, a Billing Dept. rep was able to determine her error. I went to my local Rotech office and discussed it with the Office Manager, Koryn. She was very helpful and made the correction in the computer so that my insurance co. and I wouldn’t be charged for it. I was shocked to see on my health insurance website that on 01/24/23 they had received a $212.84 claim from the Rotech Billing Dept. for the 09/21/22 mask.

      ISSUE 5: No Rotech Billing Dept. rep I spoke w/ was able to access all of the info needed to determine how to consolidate info from payments I made, health insurance co. EOBs, and complete Rotech docs of expenses I incurred to accurately determine a balance that I still owed Rotech.

      ISSUE 6: Billing Dept Supervisors – consistently unavailable to help patrons and failing to call customers to address concerns as needed = Bad Customer Service!

      Business Response

      Date: 04/02/2023

      Upon further review, Ms. *******'s account was worked February regarding the charges and the requested refund. February 3rd, a refund was requested for the 135.71 for the 09/08/2022 claim to the patient's personal card. The refund will result in a need to process the payment from his FLEX spending account for the 135.71 on the ******

      Customer Answer

      Date: 04/12/2023



      Complaint* ********



      I am rejecting this response because: Rotech
      failed to address its billing department’s errors noted in my complaint. I paid
      the full $283.02 for my Sept. ‘22 BIPAP and heated humidifier rental while in
      the local Rotech office on 09/08/22, which was verified on the 01/10/23 Rotech “itemized
      statement” I submitted with my complaint. My 12/07/22 dated Rotech bill listed
      a balance due of $32.54 for my Sept. 2022 BIPAP and heated humidifier rental –
      already pd. in full. Both my 02/07/23 and 03/07/23 Rotech bills list me still
      owing $76.31 for the Sept. 2022 equipment rental. On 09/21/22, I came in for a
      mask exchange, because my first mask leaked badly. The respiratory therapist
      who fit me for a new mask recorded the exchange as a purchase rather than an
      exchange. Thankfully, a Billing Dept. rep was able to determine her error. I
      went to my local Rotech office and discussed it with the Office Manager, Koryn.
      She was very helpful and made the correction in the computer so that my
      insurance co. and I wouldn’t be charged for it. I was shocked to see on my
      health insurance website that on 01/24/23 they had received a $212.84 claim
      from the Rotech Billing Dept. for the 09/21/22 mask. No Rotech Billing Dept.
      rep I spoke w/ was able to access all of the info needed to determine how to
      consolidate info from payments I made, health insurance co. EOBs, and complete
      Rotech docs of expenses I incurred to accurately determine a balance that I
      still owed Rotech. Billing Dept Supervisors – consistently unavailable to help
      patrons and failing to call customers to address concerns as needed = Bad
      Customer Service! Rotech failed to address significant issues with its billing
      department processes and lack of Billing Dept. management involvement in
      resolving billing issues.



      Sincerely,



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

      Business Response

      Date: 04/20/2023

      Billing did review the account after Mr. **** rejection of the original response. It was shown that we have received a total of $847.24 to date with a balance still owed, $294.58. For DOS 11/8/22 = $7.79, DOS 1/8/23 = $230.19 and DOS 3/8/23 = $56.60. All other dates of service have been paid correctly. DOS 4/5/23 has not been released to insurance and 4/8/23 is still processing with Mr. **** insurance. Please see attached for all EOBS and the itemized statement of the billing on this account.

    • Initial Complaint

      Date:03/20/2023

      Type:Product Issues
      Status:
      Answered
      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 3-8-23 I called their customer service department to order specific items for my CPAP machine (stabilizer, node, vent, & mask tubing). I needed the items sent via overnight mail, at my expense instead of going via my insurance, because my dog had bitten through the items. I also asked for a second order to be put through as an insurance claim so that I would have a back up. A package arrived on 3-9-23. It was not accurate. I was instead shipped a headgear assembly. Customer service apologized for the error and told me that the correct items would be shipped via overnight mail that day (3-9-23). I told him that I didn't need the "wrong item" shipped. He refused to take it back or to refund my credit card for the part and shipping ($21.00 for overnight). Unacceptable for their error. I was charged for the shipping and parts for the "correct items" as well.

      Since the wrong item had been shipped to me, I was certain that the wrong item would have been sent as a claim to my insurance company. I was assured that there was nothing in the system that showed an order that was a claim to my health insurance company. The wrong part that was put through to insurance arrived on 3-14-23. I, of course, do not need this either.

      Rotech refused to refund my credit card for their errors and now, I have to contact my insurance company to inform them to refuse to pay the Rotech claim for the wrong item.

      Business Response

      Date: 04/02/2023

      Upon speaking with Sleep Central management, Mr. *********'s complaint was escalated in house. Per the notes where the order was placed, the agent additional pap items and the patient stated they didn't need any of the other items just two headgears so the agent took it as headgear straps.

      They ended up overnighting an extra package with the mask in it, but we didn't make an error here.
      There is some confusion regarding the mentioned wrong items part as the patient has not contacted us back to state anything was incorrect, just that they didn't get what they thought they were going to receive.

    • Initial Complaint

      Date:03/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      We have contacted Summit Respiratory multiple time to get our O2 delivery as promised on Wednesday March 8th and still have not received O2 critical to patient care. The number we have been calling is **********. In addition this company delivered 3 broken concentrators and one time the driver refused to deliver due to inability to drive in weather. This company does not provide patient care and puts peoples lives in jeopardy. We even called the after hours number and they stated it is "not an emergency" I tried to tell Holly we are out of O2. Someone should file a lawsuit against this company. Apparently this company is owned by Rotech.

      Business Response

      Date: 04/02/2023

      Upon further review, there seems to have been some communication issues as well as delay of equipment due to weather. Ultimately, the equipment was picked up 3/22. We have gone ahead and adjusted the balance off the account, resulting in a balance of $0.

    • Initial Complaint

      Date:03/06/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      February 14, 2023, I placed an order with Rotech for CPac supplies. On the same date, I received an email confirmation that my order would be processed within 7-10 days.

      February 24 Rotech did require a download from my SD card and I went to the "store" to have this read.


      February spoke with someone named BECCA concerning my order She stated that I had 2 orders, which is strange, because I only placed one. She stated that Rotech had everything they needed to the processing of my order and that it would be processed. She called me later to ask questions that Medicare required. This question were are the disposable filters dirty, discolored, in ill repair. I have checked with Medicare and they do not required these questions.

      March 1st had a group chat with Lissa concerning this order. According to her Rotech had not received the orders from my Doctors office. I know that this is not true, since my doctors office verified that this information was sent to Rotech. I contacted my Doctors office with the Fax number that Lissa gave me and they said they would resend the fax.

      March 6, group chat with Lissa concerning my order and she was adamant that the fax had not been received. However during our chaat, the faxed orders appeared in my record, but she has to ensure that these orders are valid. What does that mean??

    • Initial Complaint

      Date:03/03/2023

      Type:Billing Issues
      Status:
      Unresolved
      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 has made serious errors in billing and refuses to take responsibility or fix the problems.

      1) They billed/charged me for supplies they did not send me. Specifically, on 07/08/2022, they charged me for a FULL FACE MASK (******* *********), which as packaged by *******, contains one frame, an elbow, and a cushion. This was correct. But they also billed me for an extra cushion, which they labeled an FACE MASK INTERFACE. I did not receive an extra cushion.

      2) They did essentially the same thing on 10/07/2022. On this occasion, they charged me for a FULL FACE MASK, as described above, and for TWO additional cushions. I received only ONE additional cushion.

      3) The worst thing they have done is that they have NOT credited me for payments I've made to them. On 07/11/2022, I made a payment of $215.03. On 09/15/2022, I made a payment of $69.71, paying a statement they sent me at the time showing that as my balance. (I have that statement.) But now, they are not showing EITHER of those payments. They are now harassing me for an amount I do not owe - $739.59, and threatening me. Their customer service told me that their statements do not reflect payments made to them, only balances owed. This is insane! They are showing a balance that does NOT reflect any of my payments (and it is also incorrect as it includes the aforementioned cushions they did not send me). I have confirmed with my insurance EOBs the total that I should have owed them, without my payments. Excluding the payments I made, the charges total $763.05. But after applying the payments I made, the balance SHOULD be $478.31.

      I am attaching what I sent them - a CORRECTED version of their messed up statement, and screenshots from my bank account showing my payments, which they do not acknowledge.

      Business Response

      Date: 04/02/2023

      Upon further billing review, Claims from DOS 07/08/2022-03/08/2023 were processed correctly as In Network and payment for each claim was applied to the patient's deductible. I have attached a copy of each claim and how the payments were applied. We have also attached the only two delivery tickets that are on file, for DOS 07/08/2022 and 07/29/2022 and also a copy of pap accessory codes with description.  Per directive the A7031 and A7030 are packaged together but are two separate items and billed separately. There are recent notes regarding Mr. **** making a payment towards the acocunt to settle and move on, he will need to speak with a Patient Account Dept representative.

      Customer Answer

      Date: 04/03/2023



      Complaint: ********



      I am rejecting this response because:

      The business is completely disregarding the content of what I supplied.

      My complaint had NOTHING to do with in-network vs. out-of-network charges or anything of the sort.

      And they are lying about the packaging information.

      One of their reps TOLD ME  what is true - that the cushion is PART OF THE FULL FACE PACKAGE.  It is *not* separated! 

      They are being dishonest.

      I will repeat this since these people evidently cannot read.

      In July, I was billed for TWO cushions.

      I was given IN PERSON only ONE.

      In October, I was billed for THREE cushions.  I received ONLY TWO.

      I WILL NOT PAY FOR ITEMS I DID NOT RECEIVE.

      CHRISTEN SMITH confirmed to me that a FULL FACE MASK contains:

      - One Frame

      - One Cushion

      - One Elbow

      She also said they do NOT take these apart and bill for items separately.

      SO, someone is LYING.

      If they DO take them apart and bill separately, they are charging MORE THAN MARKET VALUE for the items, but I know they do *not.*

      I am sickened by the display of incompetence from these people, and the inability to take responsibility for their mistakes.

       

      And finally - what is this with passing the buck on the issue of my payments to them??

      I'm sorry but these people are IDIOTS - I have repeatedly TRIED TO TALK TO PEOPLE IN BILLING - BUT THEY DO NOT HELP ME. 

      AGAIN - I have PROOF OF TWO PAYMENTS FOR WHICH THEY HAVE NOT CREDITED ME. 

      I WILL TAKE THESE PEOPLE TO COURT.

      I provided all the documentation for this and no one wants to actually LOOK at it and deal with it?

      LOOK at the DOCUMENTATION I PROVIDED!

      If these people do not take care of this and CREDIT ME FOR MY PAYMENTS, I will do a LOT more than filing a complaint with the BBB.

      I will do everything in my power to make public their dishonest and incompetent and essentially criminal conduct - it is CRIMINAL to take money and not acknowledge it!!



      Sincerely,



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

    • Initial Complaint

      Date:02/15/2023

      Type:Billing Issues
      Status:
      Answered
      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 “business” is ran by a bunch of absolute CROOKS. My newborn was released from the NICU on November 27th 2022 requiring oxygen. The company brought one small tank that was stated to last 2-3 days to the hospital for us to take home. We were due to discharge so I called them on November 25 and 26 2022 to set up home delivery. They told me to call on the day of discharge. I did. No one showed up. When they finally did everything was good. I have been calling since END OF DECEMBER 2022 to have their equipment picked up from my house that they’ll inevitably claim they never received calls for and charge for per other reviews of the company. I cannot believe the advantage they are taking of sick people and new parents. It is disgusting. It’s unfortunate that this company is mostly used for military/VA as well. I better not receive a bill from this company for the months of January 2023 or February 2023, or I will be dragging them to court and the result WILL be shutting them down. Unfortunately I haven’t received any copies of orders or cease orders so I have nothing to attach, but I will request a copy of cease orders from my pediatrician so that when you contact me I can provide them.

      Business Response

      Date: 02/16/2023

      We do apologize for the continuous issues that the family has had to endure. We do see that Mrs. **** brought the equipment back to the location. We can confirm there is no balance due or further charges on the account.

    • Initial Complaint

      Date:02/10/2023

      Type:Billing Issues
      Status:
      Unresolved
      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 made many calls to Rotech about my bill. No one can explain why my bills continues to go up every month. Today, I spoke with 3 different rep's that just transfer me, then hand the phone up. I do believe Rotech is billing me incorrectly, and over and above what I owe. I have requested to speak to a supervisor (by Ray) and I was told they will have to call you back. (which they NEVER will call you back). I have requested a complete account of my charges/payments in writing from Ray. (which I will never receive). I believe Rotech owes me (and many others) a great deal of refunds due to their poor accounting, and VERY poor customer service. I have enclosed my last 2 statements as examples.

      Business Response

      Date: 03/01/2023

      Upon further Billing review, Ms. **** has a 20% responsibility for insurance coverage along with any deductible that may remain. Billing has gone through charges on the account and review against Explanation of Benefits (EOBS) pertaining to the dates and have found all correct billing resulting in a current balance of $484.36. Please see attached for EOBs and insurance verifications that Billing ran to confirm the account.

      Customer Answer

      Date: 03/03/2023



      Complaint: ********



      I am rejecting this response because: I am requesting to see their billing in writing. I was told by Rotech that they bill their customers what they "think" the insurance will not cover. So, they need to send me all EOB's as to what my Insurance shows covered, and what I am reponsible for.



      Sincerely,



      **** *******

    • Initial Complaint

      Date:02/09/2023

      Type:Billing Issues
      Status:
      Resolved
      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 at ****** ** ****** **** ****** ** *** ** ********* ** ***** has been exceptionally unhelpful with trying to order my CPAP supplies. I have called more than 10 times to get this issue resolved and no luck. Greg, the supervisor at Rotech Portland, says he will call back, but does not. When I call, he is always in a meeting. Every promise they have made has not been followed through with and more importantly, it is affecting my health. I am very compliant when it comes to wearing my CPAP and I have proven that I have paid for most of what the machine is worth. I am happy to pay the rest off; however Rotech continues to state that they want to pick up my CPAP due to non-compliance. They keep billing the wrong insurance even though I have stated many times what insurance they should bill. I even called the Rotech company out of state, only to be transferred back to Portland. I am beyond frustrated and very desperate to get my supplies that I need to sleep and breath at night.

      Business Response

      Date: 02/16/2023

      Upon further billing review, the account has been corrected and Ms. **** has been contacted and informed of such. With the account being corrected, she will also be able to order new supplies.

      Customer Answer

      Date: 02/17/2023



      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:02/09/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 defective recalled Cpap machine replaced for over 6 months. The business has accepted a deposit from me about 90 days ago. They tell me my machine is on the way but I have not received it. I trying called but rarely get anyone to answer the number at ************* 

      Customer Answer

      Date: 02/24/2023

      I finally heard from the company and my issue was solved. Thanks, ***** ******

    Rotech Healthcare Inc. is NOT a BBB Accredited Business.

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