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.

  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:02/03/2023

  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 have been trying to get the batteries for my scooter replacement from this company. I had call ,email, and went over the office to get a resolution. . I calk my health insurance and I was advised to get a Rx from my Dr explained about the batteries replacement. Went over the company drop it off . Now I belive it has been month or month and 1/2. Dealing with this. I really need help from you guys. Is a 4 wheeler Pride Scooter. In which I need it . ROTECH COMPANY OVER LEESBURG FLA. ON ****** *** *****

  Business Response

  Date: 02/08/2023

  Upon speaking with the location, we have received a corrected order for the battery. The battery will be ordered for the medically prescribed scooter device. Ms. **** was notified by the location of this latest update.

• Initial Complaint

  Date:02/02/2023

  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.

  I would like to receive a comprehensive statement from Rotech showing both debits and credits for the account going back from September 2021 until current. I want them to stop threatening statements concerning repossession of equipment and turning me into collections. I have called them numerous times about the missing credits on the statements (see attached statements from Rotech). They keep saying that they will send a comprehensive, but never do. I am attaching my payment record from my credit card statements of the missing payments not reflecting on the bill from Rotech.

  Business Response

  Date: 02/08/2023

  Upon further review, the Patient Accounts Dept has sent out an updated itemized billing statement to the patient.

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There are payments that I have made that are not reflecting on statement that was sent today.  I need to be credited for the missing payments.  I have documentation to prove that I made payments.  I have attached that documenation.  

  
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:01/30/2023

  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.

  My wife's Dr prescribed a CPAP machine and oxygen for my wife but she had issues with the CPAP and couldn't get the issue resolved. Please see the attached named Original Rotech complaint to BCBC of SC fraud department as well as the other 2 attachments. I have talked with them multiple time's and they keep saying they send me itemized statements to show what all charges were for but never do. They have also billed insurance 5 more times to date for $190.00 dollars since i purchased her CPAP machine to close all of her account. The attached last 5 statements show us owing $30.30 for each but have not received anything by e-mail or mail! We're afraid that they will try to ruin our credit somehow. If they are doing this to us i could only imagine what fraud they do with others that just don't care!!

  Business Response

  Date: 02/08/2023

  Upon further review, we have only bill 8 months for the rental of the patient's CPAP. The humidifier was billed as a purchase for Date of Service (DOS) 6/17/22, but not the CPAP device itself. The purchase price for the CPAP is $1010 per the payers allowed, $404 still being owed. The only DOS in question was 7/17/22, as the insurance denied in error so the balance was transferred to the patient's responsibility in error instead of the claim being appealed. Billing has adjusted this DOS and requested a refund of $101 for the payment made by the patient. Per our contract with BCBS SC the equipment rents for 10 months before considered purchased. We have attached the EOBs for the CPAP and Oxygen. Currently the patient has a credit on their account for $246.50. 

  Customer Answer

  Date: 02/08/2023

  
  
  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:01/26/2023

  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.

  I called Sleep Central Rotech Healthcare located in Murray, KY in November 2022 to order Bi-pap supplies for myself. I requested two cushions and one full face mask set (that includes a third cushion,). The phone rep wanted to send me more supplies, what my insurance approved, but I told her I only wanted the three items. I received two shipments in December on 12/6/2022 and 12/8/2022. The first package included six cushions and the second package included two different type of face mask sets. I called the company after receiving an email on 12/23/2022 stating an automatic withdrawal for $401.40 was scheduled for 12/30/2022. I had never received an itemized bill, only two packing slips with just codes listed. I talked to the rep and said I will not permit payment for that amount because I did not request all the items sent. They said since my insurance permitted the items they sent them anyway. I told them I will not pay for the unrequested items and to send me a bill for just the items I wanted. We have had several email conversations to the same tone where I refuse to pay for unwanted items and they say they can send them anyway. They offered for me to pay to ship back and pay a restocking fee for the unwanted items. I told them no to this as well. FTC says if they send unwanted items to me it is considered a gift. They are now threatening to send me to collections. I just want to pay what I owe for the three items, but I don't even know what that amount is because they won't send an itemized bill.

  Business Response

  Date: 02/16/2023

  Upon further billing and management review, the patient first requested the supply return via inbound calls on 12-27-22 and the call was reviewed by a team lead on inbound, Sleep Central (SC) management had also reviewed this as part of a return request. We were not able to reach the patient for call back, so she emailed into rma.request and another supervisor, Christen, reviewed the call as well.
  
  Patient placed the order on 11-29-22, live with an agent. The point of contention is the patient is stating they requested specific number of supplies, but they did not. On that call, the patient does ask how many cushions they will be receiving and the agent tells them 3 but that could change depending on their insurance guidelines. To that statement, the patient states "ok". 
  
  Patient submitted insurance change with this order and the new insurance allows for 180 days worth of supplies to be shipped.
  We approved at patient expense with $15.00 restocking fee. No error was made and patient was outside 3 day return policy as it is stated on the shipping list in the package. Sleep Central staff also received the shipping/return policy during a call on 11-29-22.
  
  
  In one order, PT received 6x cushions A7031, DOS 12-7-22, tracking# **************************, delivered 12-14-22
  In second order, PT received 2x masks A7030 and 1x headgear A7035, DOS 12-8-22, tracking# **************************, delivered 12-15-22

  Business Response

  Date: 02/24/2023

  Please see the attached documents showing the only billed amounts were the new mask set, 2 cushions and a headgear. The balance on the account is due to remaining deductible that was transferred to patient's responsibility.

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I paid you $157.44 for the items I requested. I do not understand the current bill you are sending. It does not match up with the bills and invoices you had sent me in the past. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/25/2023

  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.

  All what happens is on the sign he put on my door (attached). Mr. T***** took lots of pictures of what has happened.
  I did not order anything from these people they had not right to come on my property.
  What was damage is still like it was on the day it happen on 3-23-22.

  Business Response

  Date: 01/27/2023

  Upon further review, a representative from our Risk Management team has been trying to contact Mr. **** regarding this incident. Please call ************ **** ****** and ask for Elvie.

• Initial Complaint

  Date:01/24/2023

  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.

  1/9/23: I ordered CPAP supplies via the Sleep Central. I spoke with a representative vs. the automated ordering system because I wanted to specifically order just two items: a hose and headgear. The live operator, as always, reminded me that I COULD order additional supplies, but I, as always, SPECIFIED exactly what I wanted.
  On 1/16/23 I received the order, and it included 5 nasal cushions which I did not order. I called on 1/17/23 and spoke to a representative, who I told about the unordered supplies. She said she would need to research and get back to me, and I agreed to a call back.
  On 1/19/23 I still had not heard back from Sleep Central. They have a policy that after THREE BUSINESS DAYS from receipt of package the will not accept returns under ANY CIRCUMSTANCES (emphasis theirs on their Pick Ticket). Since this was the 3rd business day, and since I had not heard from them, I was concerned. I spoke with a representative who put me on hold, and never came back after 10 minutes. I hung up and called again only to get the message that I was now calling "after business hours" (it was just after 5:00 p.m).
  A few minutes later I got a return call from "Keeton" (?) the rep I spoke with originally on 1/16/23.
  Keeton told me that her supervisor listened to the call where I ordered the supplies originally. She did say that I specified the two items, BUT when the ordering rep read back to me the list of supplies, SHE included the 5 nasal cushions, and I agreed. I told Keeton that I do not recall hearing that the 5 cushions were added in the order, but that since it was clear that I only wanted two items, I should be able to return these items without incurring the $15 restocking fee. Keeton assured me that I would not be charged the $15, but that since I agreed to the order as read back to me, I would need to pay return postage. POOR RESPONSE. My insurance was billed $655.19 for these supplies and I must pay $153.09. Outrageous, unfair, and dishonest.

  Business Response

  Date: 02/06/2023

  Upon further review, there was an escalation of this complaint in the middle of January. Upon escalation to Sleep Central team leads, the return and waiving of the restocking fee were accepted. On January 19th, Mr. **** was informed that the refund could take as long as three billing cycles. Since, there was a payment made on account and the balance is zero.

  Customer Answer

  Date: 02/08/2023

  
  
  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:01/17/2023

  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.

  I entered an agreement with Rotech on 12/27/21 for a Cpap machine. At the time of the agreement I had ***** through my employer. My insurance has processed claims since then and due to my deductible all of the responsibility has gone to me and I have been paying Rotech for the monthly rental. The agreement was for 10 months for a rental total of $686.30 to be paid. My employer changed our ins carrier midway in June 2022 so I called to update with Rotech. That's when I was told that due to me changing insurance that my rental agreement will start completely over with payments to rent/own device. I was hung up on when I asked for a payout of the device or asked to return because I wasn't going to start over paying when I had already being paying for the device. I started dealing with the local office manager Jennifer M***** back in Sept 2022, she tried herself to get this resolved with the billing office and no help. She said herself that Rotech billing is horrible to work with. She told me that my agreement would not start over. So I continued to make my rental payments and now calling back since I am ending my agreement to be told no actually the agreement started over once my insurance changed in June of 2022...back to where I started again. She couldn't offer any other assistance told me to call Corp. I called them today and have been on hold for over 30 mins to be transferred again to the billing department. Spoke to Dallas, he stated I should have been offered a payout when insurance changed and that ***** contracted for device was $450.00 and as of date I have over paid by $49.94. He offered to clear my account after me threating complaints with BBB/Attn General but supervisor Tammy wouldn't authorize refund of my overpayment of $49.94. He said he would leave me in que for someone to call me back regarding the overpayment. Could take up to 2 days for a call back. Terrible experience and business! They are committing fraud overbilling patients and insurance.

  Business Response

  Date: 01/27/2023

  Upon further review, Ms. **** and our Patients Account Dept were able to come to a buyout agreement for the PAP device. There was a refund due in the amount of $50.06 which was processed on 1/20/23.

• Initial Complaint

  Date:01/11/2023

  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.

  Rotech has been billing me incorrectly for months. I have tried working with them by phone andemails and the issue is still not resolved. During the time period of January 1 st 2022 through June 30 th2022, I had duel insurance (CIGNA and UNITED HEALTHCARE). During this time, my primary insurance (CIGNA) approved and paid all claimssubmitted by Rotech. As of July 1 st 2022, my secondary insurance became my new primary. I called Rotech to make sure that they only billed to the new primary insurance (United HealthCare) starting July 1 st 2022. Instead of only billing the new insurance for claims after July 1 st 2022, they submitted back claims for the time period of January 1 st 2022 to June 30 th 2022. Rotech claims they were not paid by the new insurance UNITED HEALTHCARE because they were already paid by my primary insurance at the time. Rotech then turned around and billed me over 750.00 for the full amount even though the claims were already paid previously by my insurance. Rotech is trying to say that UHC is responsible for the payments for claims before 7/1/2022 and I have explained numerous times that this is not correct . I contacted Rotech by phone 4 times and by email numerous times to try and get to a resolution. Ihave resubmitted the explanations of benefits showing the payments personally, and my old insurance, CIGNA also resent the claims showing that they were paid in full. Rotech has done nothing to address the dispute beside sending bill and bill. I do not hear anything from them for weeks at a time and when I do follow up by email, they tell me that it is still beingreviewed. In the meantime, they continue to send demands for payment. They have also put a hold on myaccount so that I cannot get Cpap supplies, which is a medical necessity for my health. I have gone over 6 months with no Cpap supplies from Rotech even as I have provided them with doctor requested information. I tried to pay a portion of the bill that was legitimate, but itseems that some if not all was applied to the disputed billed.Currently the only option they are leaving me with is to pay for services that my insurance has already paid for or get sent to collections and not get my CPAP supplies.

  Business Response

  Date: 01/27/2023

  Upon further billing review, Ms. **** did owe $361.20 for dates of service 7/10/22, 7/13/22, 8/10/22, 9/10/22 and 1/20/23, which were billed to UHC.  The dates of services for 3/10/22, 4/10/22, 4/13/22, 5/10/22 and 6/10/22 were removed from the patient's responsibility.  There were payments posted to some dates where she didn't owe or it was billed in error, those payments amounting in $284.03. The payments were transferred and applied to the balance of $361.20, leaving a balance of $77.17. As of 1/26/23, Ms. **** paid that balance. 

  Customer Answer

  Date: 01/31/2023

  
  
  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:01/06/2023

  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.

  Rotech Healthcare is contracted with the ***************************** in ******** **. They are to maintain my in-home oxygen equipment. This requires periodic visits, maintenance on oxygen concentrator, tubing, masks, etc. Since July 2022, i have been calling the company to get a scheduled visit. Either they do not answer the phone or ******* answers and states the scheduler will call me back. I have called to complain to the **. The ** states call the company.

  Business Response

  Date: 01/24/2023

  Upon further review, the location manager spoke with Mr. ****in regards to his required respiratory therapist(**) visits and explained the scheduling process, and how we have attempted to reach him on multiple occasions since his last ** visit on 07/21/2022. The manager let him know the dates that we had called and left voicemails to schedule and explained that we have schedule as far as possible in advance but that we could call him even further when possible. He was appreciative of that. But Mr. **** was informed that if he called the same day that the ** was heading there, if she is in the field that she would not have the paperwork to complete the stop so it would be in his best interest to call us back as soon as he can to schedule the visit. Mr. **** said that he would watch for missed calls from us and be sure to check his voicemails as quickly as possible. 

• Initial Complaint

  Date:01/06/2023

  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.

  I received a bill in the mail from the supplier for $259.75. The entire amount is eligible for payment by my primary insurance provider, ********* The supplier refuses to take action to make a proper claim for payment from ********* I was only able to contact the supplier once by phone after an extraordinary amount of time on hold, and they gave me bad information, saying that i was not eligible for ******** reimbursement. i called ******** and they told me that i was eligible for complete coverage of the amount. ******** also told me that they did not receive a claim from the supplier for the $259.75 amount of the bill. The bill I received, furhtermore, does not reference any claim number. I have tried to communicate with the supplier through every means; chat, email, phone, and they do not respond. I am not responsible for the amount billed. The supplier needs to contact ********* The supplier has my ******** information.Details:Global patient ID#: ******* Staement date: 12/28/2022 Date of Service 9/15/2022

  Business Response

  Date: 01/23/2023

  We apologize for the delay but wanted to update that Billing is reviewing the account again as weve received a denial from insurance and those amounts were reverted to patients responsibility. We will update as we receive any further details.