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

• 

  Taylor Home Health Supply

  4901 Common St Lake Charles, LA 70607-6643

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:09/20/2022

  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.

  I asked my sleep doctor to try a CPAP machine.
  
  My sleep doctor sent in an order to American Health Services for the CPAP machine.
  I went to the American Health Services and received the CPAP machine and all supplies needed to try it.
  
  Around a month later, I was shipped additional supplies which I never asked or requested for.
  Around 2 months after that, I was shipped even more supplies from Sleep Central which I never asked or requested for.
  I tried to get into my sleep doctor to see the doctor and request a return of the CPAP, but was unable to get availability to see the sleep doctor until after the 2 shipments of supplies were received.
  
  After my sleep doctor put in the order to return my CPAP, I returned the CPAP and all supplies to American Health Services.
  My Rotech account was not updated and the cost of supplies was not removed from my account.
  I made calls to Rotech and to Sleep Central, with neither company being able to help remove the charges for the supplies I returned unopened to American Health Services.
  
  Summary:
  American Health Services (914 Moose St. Suite A, Gastonia, NC 28056) - Didn't acknowledge or properly handle the return of additional supplies to the correct place (Sleep Central).
  
  Rotech - Charged me for supplied that I didn't request, unable to correct my billing account.
  
  Sleep Central - Sent me unrequested supplies, unable to correct my billing account.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Upon further billing review, balances have been adjusted off the account and Mr. **** will be receiving a refund in the amount of 26.59. The Patients Acct Department has processed the refund and sent a refund receipt to the email address on file. Please allow 5-7 business days for the funds to be received.

• Initial Complaint

  Date:09/20/2022

  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.

  June 2022; went to visit my daughter in Texas; ended up in the ER in Buda, TX; positive for COVID
  Left the ER with an oxygen machine; when I left Texas to return home to Kentucky, I called ROTECH June 10th or 11th, and asked for them to pick up the machine, that I no longer needed it, gave my daughter's address and telephone number; was told it may take up to a week for someone to come pick it up
  June 2022; get a call from ROTECH of Kentucky to plan a drop off of an oxygen machine; I stated no, I don't need or want it; end of conversation; no machine received; told her that I called ROTECH of Texas to pick up the machine at my daughter's house
  July 2022 get a bill from ROTECH; called , their error, I owe nothing
  August 2022 get another bill from ROTECH; called, their error, I owe nothing
  September 2022; machine is still there and they continue to bill my insurance company and me
  September 2022; called my insurance; they called Rotech; Rotech "didn't have record" of my June conversation for them to pick up the machine; I now have to do a bunch of leg work to get the billing to stop or my daughter is to drive 45 minutes one way to drop off the machine. I am telling ROTECH to stop; if they want an order from the ER doctor, then they need to call and get it; otherwise, it should be as I say, not ROTECH
  I want ROTECH to stop billing my insurance and go pick up the machine from my daughter's house as requested in June 2022; this is fraud on ROTECH's part
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Hello
  We do apologize for the delay in pick up of this equipment. Local Texas management should be reaching out to schedule a pick up. Once picked up, there will be an adjustment made to the account for the charges accrued for dates of service July, August & September.
  
  
  Consumer Response /* (3000, 7, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of today 10/06, my daughter has not received a call about coming and picking up the machine. Her number is ************* once the machine is picked up I will be satisfied
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  Hello
  To provide an update, due to change in management there has been a delay in pick up. Once again, any dates after July will be adjusted off so the patient is not responsible for any charges. We have asked the new manager to reach out as soon as possible so we can get this equipment picked up.
  
  
  Consumer Response /* (4200, 11, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will be satisfied when the machine is picked up from my daughters

• Initial Complaint

  Date:09/19/2022

  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 ordered supplies on August 23, 2022 for my son who I have Guardianship of and Rotech has not sent his CPAP supplies. I have called numerous times and they hang up on me and if I end up leaving a message they do not return my calls. My son needs his supplies before he gets too very sick due to his Sleep APana and end up getting admitted.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Upon further review, Ms. **** did speak with Sleep Central on Aug 25th regarding an order of supplies for her son, Mr. ****. There seems to have been some confusion as Ms. **** stated that an order was placed but SC had no notation or tickets regarding the mentioned supply order. Due to elevated voices and curse words, the call was ultimately ended. On Aug 26th, a team lead had to leave a voicemail for Ms. **** regarding the order and shipping option available. They also did notify that the order that she spoke with SC about on Aug 25th was not placed as supervisors need to process expedited shipping and they hadn't followed through with the purchase of the expedited shipping. The team lead did notate that she did not receive a call back from Ms. ****. That same day an order was received by Mr. ****'s physician for supplies. Prior to this, there are no notated contacts or attempted orders since October of 2021. No further calls are received from Ms. ****. On Sept 17th, an order is placed via online web order. Sleep Central has processed that order, which then went to USPS to ship on 9/20. Tracking is **************************

• Initial Complaint

  Date:09/16/2022

  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.

  On March 31 I was admitted to********* Hospital For a breathing problem, On April 2 2022 I was discharged and sent home with 2 canisters of oxygen from********* Hoapital along with instructions to contact******************* to order more oxygen and they delivered it to my home a few days later. I had there equipment for approximately 10 days and called them to come pick it up as i was finished with it. 2 Guys in a white van picked it up and i asked do I need to sign anything, They said no and left. The first bill came and I paid it, I received another bill for $34.60 on 06/07/2022 and paid that and I had no balance after that. Then more bills came on 07/07/2022 for $-3.30 again on 07/09/2022 for $-3.30 which was the same bill on 07/07/2022 and then again on 07/10/2022 for $135.08. I then called******* and was questioned that no return ticket was filed. Because of those guys that picked the equipment up did not have me sign anything, no return ticket was sent out by******* and they assumed I still had there equipment and used there service. I spoke to Gloria B***** at ****** and she assured me that she would take care of it. It did not happen as bills kept coming, I called again and told her i wanted a text message sent to me stating that she turned in the equipment and she did send me it, But again the bills kept coming. I called Gloria again on Sept 15 2022 and she once again said she would call the manager and take care of it. She stated that I was being billed for CPAP equipment and she told the manager that I dont have CPAP Equipment. Today is Sept 16 2022 and i was sent a text from Rotech Health care stating that I owed them $135.08 .I have the original billing statements along with the e mail texts sent by gloria but I have no way to send them to you. If you want them , I can make copies and fax them to you if you have a fax number for me. I retired on 03/31/2022. My health insurance was valid, im now on medicare. I refused to give that info as i was finished
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 7, 2022/09/30) */
  Upon further review of the account, we do see the notations that a pick up ticket was found and that there was to be an adjustment to the account. We have submitted an account adjustment of $135.08, which brings the balance to $0. We do apologize for the delay and inconvenience that the patient had to endure.
  
  
  Consumer Response /* (2000, 9, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have stated that $135.08 has been an account adjustment and there is a balance of $0. This was the result I was seeking as I was correct. I do not have any further business with this company as well as they have none with me. There service will never be used by me again. I'm assuming there will be no further bills sent to my home. Thank you for setting this right

• Initial Complaint

  Date:09/15/2022

  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 have made up to $1300 in payment but they have only posted $491. I have sent statements and checks showing they have received the checks. I have been attempting to resolve this issue for 4 months and have talked for hours on the phone.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 12, 2022/10/14) */
  Hello. We apologize for the additional delay in response. Billing was able to locate the missing payments totaling $1137. Those payments are being applied to any open balances.
  
  
  Consumer Response /* (3000, 14, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called the company and they are still showing a balance of $55. I should not have a balance.
  
  
  Business Response /* (4000, 18, 2022/10/31) */
  Due to the amount of payments that are having to be adjusted and applied, the account is still undergoing adjustments. The balance will be $0 once all adjustments are completed.

• Initial Complaint

  Date:09/08/2022

  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.

  Monthly Bills continue to be received on oxygen rental equipment that I returned personally to A-Med Supply almost 1 year ago.I have contacted A-Med Supply via telephone at least 3 times earlier this year and the end of last year to request that the billing be stopped on equipment which they acknowledge was returned to A-Med on 10/22/21. The bills continue until this day as the latest past due notice was received today, 9/6/22. On 7/11/22 I contacted Medicare after I received my Medicare Summary Notice indicating that A-Med continues to bill Medicare for this equipment noted above. Medicare set up a 3 way telephone call with Kristina at A-Med and myself to let A-Med know that these charges are fraudulent. Kristina indicated to Medicare that "she would write it up" and that "the invalid charges to Medicare since 10/22/21 when the equipment was returned and any payments by Medicare would be refunded."A-Med needs to simply get their act together and take care of this ongoing billing error. Your anticipated help at BBB is appreciated.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 9, 2022/09/27) */
  Hello
  Unfortunately, we are unable able to find a patient with this information. Please provide the patient's name and date of birth to further assist.
  
  
  Consumer Response /* (3000, 11, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The response from the business is odd and unacceptable in that they have no problems finding me when it comes to billing. Attached is the latest of the billing statements dated 9/14/22 which I continue to receive monthly. It has my account#******* listed. Perhaps this will help them to locate my information and resolve the issue.
  
  Thank you for your assistance!
  
  *******
  
  
  Business Response /* (4000, 14, 2022/10/14) */
  Thank you for the additional information. It confirmed with the location that the patient returned the equipment on 10/22/2021. Billing has done adjustments on the account to the primary (Medicare) & secondary (*****) for any payments made after 10/22/2021. The rentals have also been picked up out of the system to prevent any future billing and the patient's account remains at $0.
  
  
  Consumer Response /* (2000, 16, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Assuming the 10/17/22 response by the business is carried out I consider this to be resolved.

• Initial Complaint

  Date:09/04/2022

  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 am being charged for amounts that my insurance company already paid, as well as amounts that insurance has denied the company.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 17, 2022/10/10) */
  Upon further billing review, the patient had a co-insurance for DOS ***************, which she still owes $114.49.
  
  Here is the breakdown of what is due:
  
  DOS******** - $24.63
  DOS******** - $49.25
  DOS ******* - $40.61
  
  Then in June, the patient's insurance was paying at 100%. Billing has adjusted her balances for DOS 6/14/22-8/14/22, she was being charged for. Adjustment total was $139.11. That percentage of coverage has been updated throughout our systems, so Ms. **** will not be billed for future supplies as her equipment is now capped.
  
  
  Consumer Response /* (3000, 19, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I attached with my original complaint. I do not owe anything. I submitted the check numbers and amounts I paid which was more than I apparently owed. Here they are again. All cleared my account.
  
  Check **** for $49.25. - March
  Check **** for $49.25. - April
  Check **** for $40.61. - May
  
  They owe me $24.62
  
  
  Business Response /* (4000, 21, 2022/10/20) */
  Hello
  Upon further billing review, they were able to locate and apply the payments of checks #**** & ****. That would be outstanding from the May bill of $40.61. Billing did say if there is proof available regarding the cashing of check ****, please provide as it will be of more assistance with the bank.
  
  
  Consumer Response /* (4200, 23, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A picture of the check from my bank is attached.
  
  
  Business Response /* (4000, 26, 2022/10/27) */
  Providing an update - We have spoken with the patient and received further information on the final check. We were able to see where the check was applied and provided proof of payment. We do apologize for the delay in correcting but thank you for allowing us to do so.

• Initial Complaint

  Date:09/01/2022

  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.

  Between February and April they charged me six times.
  
  $935.49 to my insurance provider
  $331.53 to myself.
  
  This is all for a C-Pap machine that I rented from them. For this amount I could buy my own for way cheaper. Was told my insurance would cover it, but they keep asking for money for a machine I don't even have anymore.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Upon further review of the account, Mr. **** signed an agreement when first set up acknowledging financial responsibility for what insurance would not cover. We do recommend Mr. **** reach out to his insurance for further coverage explanation. As insurance coverage is never guaranteed at 100%, in this situation Mr. ****'s insurance only covered 75%. The amount due results from deductible that was still remaining on his insurance plan. As far as a refund, the machine was ultimately used for four months, the initial payment was for the supplies that were purchased as well as the first month's rental of the PAP device. The current balance on the account is $323.03. This amount includes 3 months of rental(due to the deductible) and additional supplies that were received. We will adjust off 50% of the balance due, which comes to $161.53. That leaves a balance of $161.50 that Mr. **** is responsible for. Please contact the Patients Account Dept for further payment options.
  
  
  Consumer Response /* (2000, 7, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have called and confirmed that they only required $161.50 to consider my account closed. I paid the amount and it still shows a remaining balance for $161.53, but I will give it some time to process.

• Initial Complaint

  Date:08/31/2022

  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.

  This company is charging me more than originally billed to insurance company.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Upon further review Mr. *** spoke with the Patients Acct Department on 8/31 where it was explained that his current bill is resulting from Deductible remaining for his insurance. Mr. **** did ultimately make a payment towards his account on 9/1
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their response is completely in accurate. I had to talk to five or six different representatives and finally found one that recognize that the bill was completely incorrect and they overcharged me. I spent 2 to 3 hours on the phone with various people until I finally found someone that would listen. Their customer service department is a joke.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  We do apologize for the difficulty that you ran into in getting assistance. As it is definitely not an excuse, our locations and call centers are falling victim to turnover in loss as well as new employees in training. This is not the ideal practice as we do want our patients to be able to have their problems corrected in a quick and orderly fashion.
  
  We have gone ahead and requested Billing Management to do a complete review of Mr. ****'s account. An update will be provided as it becomes available.
  
  
  Consumer Response /* (4200, 11, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was the customer service supervisor who was by far the worst representative of the company. Their excuse that they are shortstaffed really is saying their own supervisors are inept and can't handle a simple customer inquiry.

• Initial Complaint

  Date:08/31/2022

  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.

  We paid ROTECH 25/month for home oxygen equipment when my wife had COVID. Once we called and told them we were done they stopped charging us... it took them months to pick this up after multiple calls and multiple no shows from their drivers. Also their drivers would show up outside of the window for pick up which was a 6hr window with no phone calls to advise they were late so no one was home. Now ROTECH is threatening to sue her for 200 dollars that they say we owe for them using our home as a storage unit for their equipment!
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hello
  Upon further review, we have gone ahead and adjusted off all dates of service from 2022 as the equipment was picked up. We have also issued a refund for $26.18 from the 7/26/2021 date of service where the insurance ended up covering at 100%. We do apologize in the delay of figuring out your account.