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: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 My dr can not get any information off of the machine they gave me because it is so outdated.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.

• Initial Complaint

  Date:11/29/2022

  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 is refusing to bill my insurance company and billing us even though we have not been in possession of any oxygen equipment since March 2022. Services rendered Nov 2021 - March 2022. They are attempting to bill up to current date. Our premature infant came home from the **** on oxygen. I was sent an email on 11/29/21 asking for my insurance info which I sent on 12/1/21. After receiving a bill I requested them to verify that it had been run through my insurance on 1/11/22. I was told they did not have my insurance info. Again, I sent them my insurance. When doing the pulse ox test for our infant, we were told again they did not have the insurance info. I resent the info on 2/15/22. I called and verified, for at least the third time, on 2/23/22 that they had my insurance. ***** confirmed and verified my insurance. During this time a Rotech representative, named ******, called and lied stating my insurance did not cover this bill. I went through my benefits and called my insurance company. They did not have a record of the bill and verified services were covered. My insurance company gave me directions on how to process the bill that I sent on 4/29/22 and 5/7/22. 5/11/22 ****** told me they did not have my insurance again. I sent information and verified. Was told the bill would be resubmitted. 5/16/22 asked ***** S to verify the bill was resubmitted she would not. Was told me to call the local office.5/17/22 called billing. ***** told me to contact local location, same number I had just called, and that they still had me down as patient pay. I called other issues, ********* explained they had two separate accounts for my son. She made them the same account, submitted to insurance changes, verified insurance, said insurance will be billed, billing had that my insurance was expired when it is not.9/6/22 was told submit info insurance changes again. I have contacted this company multiple times and have been ignored. Global ID is *******.

  Business Response

  Date: 12/16/2022

  Upon further review of the account, the reason for the balance on the account is because we are unable to verify the patient's or the mother's insurance information. Insurance verifications have been ran with the information that was provided with no result. Billing did attempt to reach out to Ms. **** but was unable to reach her or leave a message. Once insurance is verified, we will be able to rebill the charges. The balances from after that March date of service has been adjusted off as the oxygen was only ordered for 120 days. If the mother is able to provide the insurance information, please reach out to **** at PN: *********************** to discuss the account further.

  Customer Answer

  Date: 12/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is completely unacceptable. I have provided my insurance information a plethora of times.
  
  The only reason why billing would not have been able to contact me is because they were using the incorrect number, which I have had to correct multiple times.
  
  I have written, spoken, and verified my insurance information as indicated by the original case filing on 11/29/2022.
  Insurance sent by email 12/1/2021, 2/15/2022, 4/29/2022, 5/7/2022
  Insurance verified on the phone with ***** 2/23/2022
  Insurance information sent by billing chat with claims address to ************/11/2022
  Insurance discussed on phone with ***** in billing 5/17/2022
  Insurance corrected, verified, and sent to insurance changes by ********* in other issues 5/17/2022
  
  I am failing to see how after being provided the insurance information countless times Rotech still does not have my insurance information. The bill needs to be submitted under my child's name and corresponding insurance information. Not the **** name as that is non existent. Please see attachments for verification of insurance information being provided.
  See Attachment/File: Rotech Email 12_01_2021

  Customer Answer

  Date: 01/03/2023

  As of 1/3/2023 I have received another bill that is still incorrect.

  Business Response

  Date: 01/05/2023

  Thank you for attaching the screenshots. Billing was able to fully update the insurances on file. The balances were corrected to the correct responsibility and the duplicate patient, BB has been deactivated. Please note that a statement was sent out on 12/21, so its possible the family has not received that letter yet, but they can disregard it. After allowing the system to process overnight, the account is resolved with a $0 balance.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When checking the account there is still a balance. The current statement sent out on 12/21 has the month of August being billed. Again, equipment was returned in March.

• Initial Complaint

  Date:11/28/2022

  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.

  From January 2022 to November 2022, I have been making payments to Rotech Healthcare, **** through Instamed in the amount of $23.00 per month for a $184.00 debt I called in May and was told that my payments were being received, but there was no reduction in my bill.This company has a bad reputation for s******* up accounts and not doing anything to resolve problems unless you get another party (like the BBB) involved, then suddenly they are able to figure it out.I cannot get my C-Pap equipment replaced until I pay the $184.00 I still owe on a $184.00 bill, which I have paid $23.00 per month on for 11 months, even though ******** and ******** pay 100% of those charges. I have developed Polycythemia as a result of not being able to resolve an issue with shoddy bookkeeping practices.

  Business Response

  Date: 12/15/2022

  Upon further billing review, it was found that there was a gap in the billing to the patient's secondary insurance which resulted in the new balances. Billing has gone ahead and rebilled the secondary which corrected the balance to $0.

• Initial Complaint

  Date:11/20/2022

  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.

  My prescription for a CPAP machine coincided with a large recall, so there was a long delay in getting one. Meanwhile, my dad gave me an older one. My doctor adjusted the settings for me, but then I got a call from Rotech that they had one. At this point, since I had a free one, so I asked what the cost of the machine was. I was given an exact number around $167. I clarified SEVERAL times that would be the ONLY amount I'd need to pay and was assured that was all I'd be billed. She explained the cost & insurance breakdown and confirmed no further payments. My husband and I decided that the small cost for a new machine was worth it and AGAIN confirmed no other payments.
  All was fine until about 2-3 months later when I received a bill for about $70. I was shocked and didn't know what it was for. Even when I picked up the machine and was told a shipment would be sent every month with supplies, I said, "Wait a minute, I didn't order those, and I don't want a monthly bill." "Oh no, it's all included in the payment you made." Again, I clarified and was assured I would not be billed.
  So you can imagine my shock when I received a bill. I thought there must be a mix up, so I called Rotech and was informed no, that's what I owed - AND I'd be charged that for TEN MONTHS. An additional $700 not accounted for in my budget, despite several assurances there would be no other charges!
  Honestly, I'm shocked. My concerns were dismissed with a half-hearted apology, followed by, "How would you like to pay?" Considering my NUMEROUS clarifying questions and the fact that I could have had a free one from my father, I am upset. I was explicit and careful in my decision making, and I'm floored that this is how this company operates (because reviews show I'm not the only one who has had problems). Even more frustrating, once I received the new machine, my dad got rid of his since I no longer needed it, so the free option is no longer available. I hope that there can be some recourse here.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Upon further review of the account and speaking with location management, Ms. **** was set up by Total Sleep Management (TSM). Rotech Healthcare has a purchase and sales agreement (PSA) with TSM for PAP sales. Due to this, we are unable to speak as to what TSM possibly told the patient. Orlando's location manager is reaching out to our contact to confirm that we are not instructing patients incorrectly. When Ms. **** was set up with her PAP, she signed an agreement to the machine being a rental and accepting financial responsibility for what insurance does not cover. At no time is insurance coverage guaranteed. Because of this, we strongly encourage Ms. **** to review her insurance coverage for current and future needs. Due to the possibility of cost differences and insurance specifics, each PAP set up is different to include cost of supplies. Ms. ****'s insurance does not allow purchasing the equipment up front, this service is done on a ten month rental to purchase situation in include the cost of supplies are ordered or automatically shipped. The option for automatic shipment was explained and signed for at initial set up as well. If at any point, Ms. **** would like to cease billing or ordering of supplies, you may reach out to Sleep Central or your servicing location.

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 bills from Rotech have higher amounts for every item than my insurance company says I should owe. We I email, I do not get a reply. When I call, the hold times are extremely long, and the representatives that answer cannot make changes. When I request a manager, I get told I will receive a call within 48 hours, but never do. I want to pay my bill, but need them to fix the amounts owed first. This is for medical supplies and they will eventually stop mailing them to me if my bill is not paid...but my bill is never correct. I've even sent in copies of my insurance explination of benefits to them and nothing changes. Every time I call I have to work with someone new, and they all have me doing a lot of working and never resolve anything or have a manager call me back.

  Business Response

  Date: 11/22/2022

  Upon further review the patient did overpay by $16.49 on the 4/16/22 DOS for PAP supplies. That being said, there are open balances that Billing has applied the overpayment too. Billing has confirmed all balances currently pending are valid and match the EOB co-insurance listed.

  Customer Answer

  Date: 12/08/2022

  Their comments are untrue. Also, they have still not reached out via phone or email. This company tries to wear you down until you pay their incorrect fees. I HIGHLY RECOMMEND NOT DOING BUSINESS WITH THIS COMPANY.

• Initial Complaint

  Date:11/07/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our insurance allows us to purchase our CPAP machine rather than rent it. Rotech has incorrectly been billing us as a rental for months even though we have had multiple conference calls with Rotech and our insurance explaining that the device should be a purchase not a rental. We have called over a dozen times and every time the local store will transfer us to billing, the billing center will transfer us to the local store and they all say we will get back to you in an email and they either don't get back to us at all or start over at the beginning talking about how we must be on a rental plan even though we have never asked for a rental at any time.

  Business Response

  Date: 11/22/2022

  Upon review of this account and patients' specific policy, Surest will not bill as a purchase at initial set up. They do a 3-month rental and on the 4th month they will purchase out equipment. That is across the board for all CPAP/ BIPAP rentals. They want compliance before they will purchase out equipment.

  Customer Answer

  Date: 11/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have had 2 conference calls with both Rotech and Surest at the same time. During both calls ****** stated that they did not have a rental period and that the initial set up should have been a purchase. During the first call the Rotech representative claimed he would put us on hold while looking up policy information. He then had both myself and the Surest representative wait on the phone 30 minutes before hanging up on us the second the Rotech office closed without even giving us the courtesy of letting us know he was leaving. During the second call the Rotech representative kept interrupting and claiming Surest probably has rental policies as the Surest agent kept telling her that there was no required rental period. We have submitted documentation of the Surest policy. Before enrolling in Surest I called and asked if there was a rental period and was told there isn't one. Surest and their representatives have been consistent throughout the entire process in saying that this should have been billed as a purchase and there is no required rental period. Rotech claims there is a 3 month rental followed by a 4th month purchase but have not offered any proof that this statement has come from Surest. I believe that Rotech may have asked if a 3 month purchase was an option but did not investigate whether an initial purchase could be done.

  Business Response

  Date: 12/08/2022

  After speaking with ****************** further, they are asking if Ms. **** were given a reference number for your conversation with Surest? If a reference number is able to be provided, from where they told Ms. **** that they would purchase the equipment, we can use that to try to submit the purchase claim and fight it.

  Customer Answer

  Date: 12/22/2022

  I have the numbers that Rotech requested.
  
  6/23/2022: RZMCJ9
  8/15/2022: AZ6QF2
  10/27/2022: C0Y6DO
  10/31/2022: O29IP6
  11/1/2022: 3E1Y4R

  Business Response

  Date: 01/03/2023

  We apologize for the delay. Billing will be reaching out to Surest regarding these references to investigate further.

• Initial Complaint

  Date:11/05/2022

  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.

  I have had an oxygen concentrator since 3/2019. About 2 years ago, Rotech bought out my supplier. I've had the same insurance- ****- the entire time. My insurance covered the majority after my deductible was met. There had never been any issue. In June of 2022, I received a call from a guy that said he was being sent to pick up my concentrator due to nonpayment. I called locally, they said they didn't do the billing and sent me to corporate. Corporate says they didn't see where I owed anything. I called the local office back and they said that my insurance was not active. I, physically, went to the office and put **** on speaker and they verified my insurance was active and that they haven't had a claim from Rotech since Feb and supposedly, everything was taken care of. ********* 2022- I get a voicemail that due to nonpayment, I had 30 days to return my oxygen. I call **** who says they still haven't been billed by Rotech since February 2022. The **** rep was very helpful and called corporate and local with me on the line and was told that I owe nothing and they don't know where that voicemail came from. October 2022- I get a letter that I owe $2900 and must return my O2 concentrator within 30 days. Once again, **** called corporate, they said it was at the local level and transferred us there. Local office says, "we don't handle the billing". I still don't have an answer. I've spent hours on the phone. I have active insurance that they still haven't billed since February ************************************ for "nonpayment" and no one can give me a straight answer as to why. **** has been more than helpful in this situation and I'm thankful for that. I have cried over this bc it's so frustrating. I have to have my oxygen at night.

  Business Response

  Date: 11/29/2022

  Upon further billing review, it was found that specific claims had not billed to insurance. Once discovered Billing has submitted them to the insurance for coverage and Ms. **** should not be receiving further correspondence surrounding collections or attempts to pick up. The current balance on the account is correct as it is Ms. ****** ***insurance.

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not answer my question as to why my insurance wasn't billed since February. Now you're going to bill 10 months of services at one time. I spent hours on the phone with BCBS and Rotech over the past 6 months. I don't have that kind of time to waste. Not to mention the stress of being threatened to pick up the oxygen that I need to sleep with, twice. I would like a valid explanation and an apology.

  Business Response

  Date: 12/16/2022

  We do apologize for the miscommunication and the overall delay in this situation. After speaking with Billing, the reason for the delay in filing to insurance was due Rotech not receiving a valid order that was suffice for Mr. ****** specific insurance guidelines.

• Initial Complaint

  Date:10/29/2022

  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.

  I returned my machine and CPAP equipment in either late March or April 2022 and at that time was told all services would be discontinued. Unfortunately in June 2022, I learned that the automatic supply re-order was never turned off by the Rotech Health provider and received CPAP supplies for a machine I no longer had on June 15, 2022. The original, unopened supplies were returned the week of June 20th.
  
  I received a bill in August and spoke with Rotech customer service and was told they had notes in my file that the supplies were received and that my bill would be adjusted. Today, 10/29, I received a past due bill for $209.62 stating I had past due balances ranging from 61-90 days and some 90+ days overdue. I have returned all medical devices and supplies that should have been cancelled after discontinuation of service. It appears all phone calls to Rotech accomplish nothing as each time I am promised my bill will be credited once their internal department receives the notes. I'd like this balance to be expunged as I have taken all steps to return the equipment, called customer service, and yet they are still threatening collection action.
  
  Please do research before choosing to do business with Rotech Healthcare. This CPAP situation is supposed to give you a good nights sleep but instead has proven to be a waking nightmare as your efforts to contact them, and have any kind of resolution, go unanswered.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Upon further review, we do see where the equipment was returned and adjustments were mentioned but just never completed. We have gone ahead and adjusted the $209.62 off the account balance, resulting in the balance of $0. We do apologize for the continuing issues you experienced and have asked management to re-educate staff on the proper way this situation should have been handled.
  
  
  Consumer Response /* (3000, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept the response of the business until my balance owing shows $0 via Rotech and ********. Unfortunately I have been told this would be resolved one too many times. Once the balance is shown as $0, then I will accept this case as closed.
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  Please see attached for the balance sheet on Ms. ****'s account.

• Initial Complaint

  Date:10/28/2022

  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 was sent by my physician's office to ************* in Greenville, Texas for a CPAP machine. I did get the machine (July 13th) and was shown how to use it without issue. My********* and supplemental insurance cards were copied for payments. I began getting a bill after two months I could not get ***** to call me back regarding Rotech Medical bill for " machine rental- $ 56". Upon calling Rotech the customer service rep saw I had a supplemental insurance and assured me he would take care of it. I got another bill the next month with another $26.57 added and again said they would take care of it. Upon FINALLY getting ***** (************) to answer was told they saw the problem (my supplemental insurance was not sent to Rotech) but could not change/add at "their branch level" and would need to talk with Billing Dept. She did not know where it was in the U.S. but transferred me to them. I got a message that the billing dept was closed. I do have the claim numbers and amounts my insurance has paid to ***** for machine rental and while it may be a billing issue I am wondering if someone of less knowledge in this business might pay it and the company is "double dipping" our seniors pocketbooks. Bottom line is ***** is getting paid but Rotech who owns the machine and sends supplies thinks that I do not have supplemental insurance and is none the wiser. I am available to talk with anyone who has questions on this issue at**************
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Upon further review, Billing has transferred the outstanding balances to the secondary insurance. The secondary was added in the system but just never billed. We have since done so. Mr. ****'s insurance does not cover the cost of the modem monitoring fees but we have also gone ahead and adjusted off those charges resulting in a $0 for Mr. ****.

• Initial Complaint

  Date:10/18/2022

  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 ******** Dates Apr 4 - Sept 29
  
  I'm receiving monthly bills from ROTECH in which costs do not align with my insurance explanation of benefits (EOB).
  
  In April, upon receiving a CPap at a local Rotech office (Oil City, PA) I was asked to pre-pay an amount before my EOB arrived. I trusted it would be correct. It was not, and that was just the beginning.
  
  Starting in July, I contacted the billing dept. by phone. Although they verbally stated the matter would be resolved, that effort went nowhere.
  
  In August, I called two different phone numbers (billing and "customer satisfaction") Both claimed to understand my EOB, but still no help.
  
  On September 16, I called again. Digital copies of my EOB were sent, via email, to rep. "Carla G****". I have a reply confirmation email they were received.
  
  I also reached out to my ins co ************** and, on my behalf, they contacted Rotech, in a 3-way call. That phone call was recorded by the insurance co. on Sept 23. "Lloyd" told me not to pay my bill, as an adjustment would be made.
  
  Also in September, I crafted a letter outlining the error, and along with copies of my EOBs, enclosed everything with my billing statement, and mailed it. Still no help.
  
  Today, in mid-October, I received YET ANOTHER compounding, incorrect bill, as if no one was on the other end of my hours-upon-hours of phone calls (5 of them). Not a single person has bothered to address my emails or mailed complaints.
  
  How can a company continue with this type of fraudulent billing? How many resolution attempts am I responsible to make? HOW MANY OTHER PEOPLE ARE BEING OVER-CHARGED?
  
  Rotech's customer service dept is a systemic problem, not just a few under-trained representatives. I've made five different points of contact, and nothing has been done.
  
  After the BBB, the PA State's Attorney General's office will be my next contact, as I believe this to be a fraudulent pattern, shared by others with this same insurance.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 9, 2022/11/08) */
  Upon further review by the Billing Center, there were found to be payments that were incorrectly applied as Ms. **** stated. The Billing Center picked through each claim on the account and was able to get each date corrected for coverage and payments. On 10/27, our Patient Accounts Dept set all payments to be applied correctly to the charges on the account. The new total on the patient's account is $416.67. The new billing statement was processed 11/7 and Ms. ***** should be receiving it in the next few days. Also should be correct in processing moving forward. In the case that Ms. **** comes across any further discrepancies, please email us at [email protected] and we will be able to get additional management involved.
  
  
  Consumer Response /* (3000, 11, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The billing errors are still not corrected!
  
  I don't know how to say this any more clearly... My insurance E.O.B. DOES NOT MATCH YOUR CHARGES.
  Rotech simply moved the incorrect amount they over-charged me to my insurance company!
  
  The only reason my bill was reduced was because you moved your mistake to a different column. Those charges are NON-BILLABLE to me AND my insurance company. (Read my EOB, please!) When my insurance company does not pay incorrect charges, (because it is not their responsibility either), Rotech will simply bill me again.
  
  This is ridiculous. Who in the world is working in your billing department? This is not difficult. FIX the "allowed column" on my bill! My EOBs are attached to every response I've sent in.
  
  Beyond frustrated at this lack of competency. This is going on nine months......
  
  
  
  
  Business Response /* (4000, 13, 2022/11/22) */
  Upon further Billing review, as far as specific billing, only found one discrepancy for $4.00. This was from a PAP Monitoring (A9279) charge which had originally shown part of the charge as patient responsibility. Since then, the patient's insurance record had been updated to reflect 100% coverage from her primary insurance. However, this charge was not adjusted off and therefore the payment was still applied. That charge has been adjusted off and moved the $4.00 payment to the 7/25/2022 date of service for the deductible due on the CPAP.
  
  Specifically addressing the allowed amount on her bill. The allowed amount is what Rotech and the insurance company agreed upon when the contract was signed. This can differ slightly based on individual plans and is updated when EOBs are received and show what the patients individual allowed amount is and if there are any further differences.
  
  There was no overcharging found. The insurance company as well as all other companies are aware that we actually bill all DME items and services at the Usual and Customary rate and then the insurance company pays us based on our contracted rates. We have provided original EOBs from her insurance company showing this and notating where any payments were applied. Her total due based on the EOBs from Highmark is $471.79 less her payment of $59.12 which brings her total due to $412.67
  
  All claims have been highlighted as follows: claims that processed with PR (patient responsibility) in green and all others are marked with a yellow highlighter to indicate that it was verified against what our system shows for payments and patient charges.
  
  Please note, we did not attach the copy of EOBs, but they have been provided to Ms. ***** via email.
  
  
  Consumer Response /* (4200, 15, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rotech has worked with me to correct the over-charged errors from my original bill. Jenny has been helpful and I appreciate her following through.
  
  The "discrepancies" in question, from my previous BBB response, were no longer regarding amounts, but to whom Rotech was assigning them. My patient bill is now correct! But my statement is not.
  
  The incorrect amounts were removed from the "patient responsibility" column of my bill, but then applied back to my "insurance responsibility", which is NOT correct. The amounts, per my insurance agreement and my EOB, were non-billable.
  
  I fully understand insurance billing.
  
  My concern, as stated before, was the distinct possibility of receiving a bill in the future from non-billable charges that had been applied to the wrong column. When my insurance company rejects these non-billable charges, will I be back to the drawing board?
  
  To be fair, I don't believe the billing department can see the customer's printed bill so I again, sent screenshots of the Rotech bill along with an excerpt from the Rotech PDF of my EOBs, which do not match under non-billable.
  
  But another shout-out to Jenny. She has been helpful and I greatly appreciate her time and attention to this matter. She has been patient with a frustrated customer and I understand that's not always easy to do, especially when playing the middle-man.
  
  When my bill has finally been amended to reflect the proper amounts in the proper columns, per my EOB, I will rest easy..........