Business Profile

Hospital Supplies

Rotech Healthcare Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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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:01/03/2023
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.
Rotech was paid by our insurance company. Now they keep random billing me for charges they were already paid for. They will not stop and keep threatening to send me to collections even though I have proof they have been over paid for everything.
Business Response
Date: 01/13/2023
Upon further review, Ms. **** spoke with a supervisor from our Patients Account Dept on January 5th. After reviewing the billing specifics, we have gone ahead and adjusted off the amounts on the account to where the balance is at $0 and nothing further will bill. Unfortunately, we are unable to fully delete Ms. *** out of the system as we legally have to hold medical records for 7 years. Upon that point, she will be removed from ours systems.
Customer Answer
Date: 01/21/2023

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:12/31/2022
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.
Global Patient ID# *******: On October 4, 2022, I made a direct payment with James from the Rotech Billing Department to pay off the remaining balance of my CPAP rental. James confirmed that would complete the rental arrangement and I now fully owned the device. He agreed to send me a final statement. On 10/26, I received a call from Holly A. (PAC Supervisor), and she confirmed the device was fully paid for and there were no additional charges due. She sent an email on 10/28 providing proof of purchase on my CPAP device, but Rotech billed my insurance company on 10/25 and 11/25 for the monthly rental of my device. I made calls to Rotech on 11/7 (spoke to Loisa) and 12/1 (spoke to Leri) to find out why they were billing my insurance after the device was paid for. Both times they confirmed they would make the necessary corrections in their system to fix this issue and would also send me an itemized billing statement. I never received a statement from Rotech, and on 12/25 they billed my insurance again. I'm suspicious they don't want to send an itemized statement as I think they've overcharged me. I've paid Rotech $1,000.52 for a Resvent iBreeze 20A device that sells for $600 - $800 new. I've also paid them $428.45 for CPAP supplies that sell online for about $280. All of this ($1,428.97 in total) was my out-of-pocket payment as I did not hit my insurance deductible. It seems Rotech is taking advantage of the required rental to increase their prices. I could have purchased the same equipment (device and supplies) for about $1,000 in total, so that's a 43% markup over competitive market prices. In addition, they are trying to bill my insurance for three straight months AFTER the device was fully purchased. I can't believe a company is this incompetent, so out of frustration with this on-going issue, I'm submitting this complaint with the BBB and I've filed a complaint with the Florida Attorney General and their Health Care Administration Agency.
Business Response
Date: 01/24/2023
Upon further billing review, we are having issues processing and receiving payment with the insurance policy information on line. Billing is stating that we are missing 2 digits to the policy number. Once received, we are sure the account will be fully corrected. Please forward your your insurance information and possibly a copy of your card to ******************************
Business Response
Date: 02/03/2023
After Billing management review, it seems that the PAP device was purchased but not the humidifier. Billing has gone ahead and converted that to purchased to cease billing. Anything billed after that purchased date has been adjusted off. Management has also adjusted the balances for the ***** that are currently in a denial status as we will not receive any payment for them due to needing prior-authorization which was not obtained when the new insurance was updated, which was not fault of Mr. ****. Please email [email protected] and we will get a copy of the billing statement sent to the patient.

Customer Answer
Date: 02/08/2023

Complaint: ********

I am rejecting this response because:
Rotech has failed to provide
me a copy of my statement after multiple requests, so I don’t trust I’ll get
one by sending them an email. They have
my contact information and can mail me a copy or email me one directly. I also don’t trust they have corrected my
billing since they gave me confirmation I was PAID IN FULL back in October
2022, and now they are claiming the humidifier was not paid off. I have my billing payment history showing I paid
$336.41 for just the humidifier between January and October 2022. During that same period, I paid $651.91 for
just the device. Together, I paid Rotech
$1,000.52 for a device and humidifier.
That same CPAP device sells for $700 online (which includes the humidifier). They have clearly overcharged me (part of my
original complaint) which violates the terms of the insurance policy I had
during this time. That policy states a
CPAP rental cannot exceed the purchase price of the device so I should be due a
refund of about $300.
I will only close out this BBB
complaint after the following three conditions are met: 1) I receive a billing
statement from Rotech (they can email me a copy at ***************** or they can mail one to
my home address: **** ********* ****** ****** ** ******* 2) I see that the erroneous bills for October
2022 through January 2023 have actually been rescinded and my insurance company
shows those bills/invoices removed from my billing record, and 3) Rotech
refunds me $300 for overcharging me with a rental fee structure that exceeded
the purchase price of the device (thus violating the terms of my insurance policy active at that time).

Sincerely,

**** ********
Initial Complaint
Date:12/22/2022
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 was provided oxygen equipment from this company when leaving the hospital on 9/19/22. One week later my doctor provided a letter to this company that I no longer needed the equipment. It was promised to me that they, Rotech, would pick up the equipment from my residence. After several calls to their local office and as many promises nothing happened. I have received multiple invoices from their corporate office, each time I have written them and told them I am not paying as they need to pick up the equipment, I get an email response apologizing but nothing happens in regard to picking up the equipment. They are also billing my insurance company. I received another invoice today and again have written to them.
Business Response
Date: 01/17/2023
Hello
Equipment was picked up on 1/10/23. We have also gone ahead and adjusted any dates of service after the pick up was requested.
Customer Answer
Date: 01/17/2023

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:12/17/2022
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 received CPAP supplies from Rotech which were billed to account # ******* 9/**/**. Contact # **************. **** said I owe $11.84. i have 100% coverage so I called ********** (10/26/22) who in turn called Rotech (*********) I was told to disregard the bill. Got another bill for same amount next month. Called ********** again (11/21/22). Went through same routine except this time I wrote down Rotech agent name (*******) and got a Ref # ******** to disregard bill. I just received a past due bill for same account on 12/16/22. The ironic part is that insurance actually paid more than Rotech's allowed amount. I am more worried about my credit rating than the amount of this bill.
Business Response
Date: 01/24/2023
Upon further review of the account, there is currently no balance. When originally submitted, the billing system automatically gave the patient a co-payment due to the percentage of coverage that populated. In this case, it was in correct. In the past the difference was adjusted off prior to the patient statement going out. His last statement went out on 12/14/22 while the adjustments were made that same day for the most recent date of service. This would have populated prior to adjustments being made. Billing has double checked the insurance and confirmed that it is in the system as 100% paying.
Initial Complaint
Date:12/16/2022
Type:Product 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 returned Medical Equipment to Rotech on 8/28/2022. They owe me an overpayment of $300. I have called multiple times and spoken to supervisors and they keep saying they will return the money but do not. They also owe an overpayment to my health insurance company & have not sent it.
Business Response
Date: 12/22/2022
Upon further review, Ms. **** was due a refund of $300.42. We reached out to Ms. **** to verify her choice of return/confirmed the card on file to refund her the amount. After speaking with Ms. ****, we will be having our Patient Accts Dept look into the conversations and issues that arose during conversations regarding this refund. We will also be looking into a refund that is owed to the insurance regarding a date of service after the machine was returned.
Customer Answer
Date: 12/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Refund has not yet been processed to my credit card as promised.
Business Response
Date: 01/05/2023
Upon speaking with the Patients Acct Dept, the refund was fully processed 12/22. We do not show any kickbacks showing it was stopped up in the refunding process. If the patient has yet to receive the refund, you will want to contact your banking institution about their specific refund acceptance process and turnaround times.
Initial Complaint
Date:12/14/2022
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 bills my insurance for equipment purchased during the year. The insurance company adjusts the amount allowed which Rotech correctly recognizes. However, even after the insurance company pays the allowed amount in full, Rotech continues to bill me for months afterwards for those amounts. My most recent bill from December 7, 2022 includes charges from June 22, 2022 which have clearly been fully paid by insurance. The last charge on the bill from December 7, 2022 was from November 22, 2022 and insurance shows the claim was processed on November 25, 2022. I have contacted the billing department on multiple occasions and am told the issue will be resolved but am still getting billed. I have even requested to speak to a manager more than once and am told one will call me back within 1 business day but I never get called back. I have included the latest bill as well as the EOBs from my insurance showing full payment by them for all items I am still being billed for.
Business Response
Date: 12/29/2022
Upon further review, we were able to find where the percentage of coverage was still showing 20% responsibility for Mr. ***. Billing reviewed EOBs for the referenced dates of service. They have since updated the insurance coverage to 100% for the remaining of 2022 charges as all out of pocket and deductible had been met. January 1st, amounts for out of pocket and deductible will start over according to the specific insurance plan. Currently, the account balance has been corrected to $0.
Initial Complaint
Date:12/12/2022
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.
Apparently the person at Rotech (unbeknownst to me) signed me up for monthly supplies to be sent to my house. The first time I received the products it came with a mask I had been waiting for and I thought maybe they sent two because I had been waiting for a while to get it. I had no idea I was signed up for monthly supplies. The second month I got supplies I also received a bill for $204.54, $113.50 of which was for Cpap rental. I paid for the Cpap machine outright prior to receiving the bill as well. I tried calling Rotech and their automated system gives the option for a call back in which I elected but never received a call back. I then called and was told I couldn't return any items so I asked for a supervisor to call back. I was then told I could return the products at my own expense in which I refuse to do because I wasn't supposed to get the products in the first place. Just last week I received a third shipment of supplies and yet again got billed for a Cpap machine that I already paid for. I offered to send all of THEIR unopened products back (which is everything I've received) but at their expense, not mine. They refuse to do so because they said I signed the paper for monthly shipments. It's a really sleazy way to conduct business and I'm sure I'm not the only customer this has happened to. My total ******************* with them is $396.34 at this point. I'm not trying to be unreasonable, I'm just not going to get taken advantage of for the sake of their profits. It also seems illegal or wrong to charge insurance for something I've already paid for, my insurance company has been paying a portion of a machine it shouldn't have had to. It's just wrong all the way around.
Business Response
Date: 12/19/2022
Upon further review, when Mr. **** was set up he signed for and acknowledged the rental, financial and supply responsibilities moving forward. That including, he would be responsible for the amounts that insurance will not cover. Also, as far as supplies, Mr. **** signed accepting being added to automatic shipments. Please see attached for the signed copy. The agreement also lays out the requirements in the case of wanting to cancel these services. On December 12th, ************* did offer to accept the supplies of 2 dates of service returned at Mr. ****** expense while we would waive restocking fee. ************* also explained the detailing of the acknowledgement documents that were originally completed. Mr. **** has declined the return of supplies..
See Attachment/File: WENNDTBBB.pdf
Initial Complaint
Date:12/07/2022
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.
This company continues to send us erroneous bills and has not submitted billing to our insurance for over 6 months now. Patient id is *******. They refuse to send supplies based on an invalid balance due. Anthem ********** Blue Shield is our insurance company and they state that nothing has been received from Rotech. I called Rotech once more on Dec 7, 2022 and I informed the billing rep that they need to contact Anthem's member services to find out what they are doing incorrectly and the billing rep said that it is not their job to call insurance companies.
Business Response
Date: 12/22/2022
Upon further review, the claims were being sent to BCBS ** while it should have been BCBS **. all claims have been rebilled to the correct insurance. All balances have been moved to insurance responsibility until we are able to view the EOBs for any patient responsibility.
Initial Complaint
Date:12/05/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have left 5 messages in the past 4 weeks on their answering service, stop in the office on 11/29/22 and was assured someone would call back by the end of the week. No one has called back,
Business Response
Date: 12/16/2022
Upon further review of the account, it does look like Mr. **** spoke with staff on the 5th. The location that services Mr. **** goes through a separate PAP team for processing. On the 5th, that team was notified and requested an update. On the 15th, the team did make contact with Mr. **** to discuss the PAP delivery and the processes moving forward.
Business Response
Date: 01/13/2023
Upon speaking with location staff and PAP team management, we are still waiting for specific documents from Mr. ****'s physician that shows continued need and benefit from the machine. This is a directive that we must follow due to insurance guidelines. Any assistance on Mr. ****'s side would be greatly appreciated as this would help speed up the process.
Customer Answer
Date: 01/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18804978, and find that this resolution is satisfactory to me.

Sincerely,

*** ******
Initial Complaint
Date:11/29/2022
Type:Product 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.
My Dr wrote an order for a new cpap machine. Hooks oxygen part of Rotech filled that order. They substituted a different machine then the one my dr ordered without my drs permission. After my dr contacted them about it they said they would replace it with the correct one. They have not and they don't answer the phone and don't return my calls. My dr can not get any information off of the machine they gave me because it is so outdated. All I want is the correct machine so my dr can access the info he needs. The hooks oxygen is in ********* *******.
Business Response
Date: 12/16/2022
Upon further review, we have asked *************** to assist with this replacement. We will provide updates as we are provided them.
Business Response
Date: 12/19/2022
Update - *************** has been in touch with the patient. The patient will be set up with replacement at our ********* location.

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This business has 1 alert

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.