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.

close

Find a Location

Rotech Healthcare Inc. has 331 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rotech Healthcare Inc.

  6251 Chancellor Dr Ste 119 Orlando, FL 32809-5613

• 

  Rotech Healthcare Inc.

  4450 W Eau Gallie Blvd Melbourne, FL 32934-7213

• 

  Rotech Healthcare Inc.

  8350 Parkline Blvd Suite 9 Orlando, FL 32809-8133

• 

  A-1 Medical Equipment

  8500 Bilstein Blvd STE A Hamilton, OH 45015-2218

• 

  Rotech Healthcare Inc.

  5503 SW 9th Ave Amarillo, TX 79106-4130

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:08/30/2022

  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.

  Rote has Global Patient ID#:********
  Date of service: 3/25/2022
  Complaint: The Rotech billing department sent me a bill for CPAP supplies without ever submitting an invoice to my insurance company; BCBS. I called Rotech and informed them of their oversight. Then I started getting additional billing statements from Rotech. I waited until I could see that my insurance had paid them fully, and then called the Rotech billing department back. They confirmed that I don't owe anything, but two weeks later, another billing statement. Another call back to clear it up, but then the statements still come. This has gone on for months and I consider it to be abuse and harassment.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hello
  Upon further review, we did find some issues in how the insurance was entered in the system causing differences in how payments were applied on the account in our new billing system. I am able to confirm that the balance is $0. Upper management is aware of the issues that are happening, which are causing the fluctuation in the numbers.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Placing blame on data entry (or the software?) and informing management is not a remedy, but rather avoidance of my complaint. I will consider this matter closed when I am assured that I will no longer receive additional notices.
  
  
  Business Response /* (4000, 9, 2022/09/26) */
  Upon another account review, the patient's balance has remained at $0 and statements have stopped.

• Initial Complaint

  Date:08/23/2022

  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 went to the emergency room on 02/16/2022 due to complications with Covid. I provided the hospital (University of Utah) with my health insurance information when I was admitted. I was sent home from the emergency room on Oxygen, and RoTech came to set up the oxygen concentrator. I provided the individual who brought the concentrator and extra tanks to my house with my health insurance information as well. I have received monthly bills since 02/2022 asking me to pay the bill. I have called, emailed and chatted with RoTech asking them to please bill my health insurance. I have double coverage so I should owe little if anything to RoTech. Every time I call them, I am told different things--that my balance is zero, that they won't bill anything because I set it up wrong at the hospital (I'm the patient--how can I set it up wrong), that they need my medical records. The excuses never stop. I even had my primary insurance company call them and tell them to submit a claim so that it can be paid for on 7/27/2022. RoTech is now threatening to send me to collections and have yet to bill my insurance. How am I supposed to resolve this when they won't submit a claim? The oxygen concentrator and tanks were returned to RoTech on 06/23/2022. They have my insurance information yet refuse to bill for the services. They told my health insurance representative that they have me as "patient pay" meaning they will bill my health insurance as a courtesy. Both the insurance rep and myself have told them multiple times that I am NOT self pay, I have two health insurances.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 9, 2022/09/08) */
  We apologize for the delay in response. After further billing review the following was found:
  
  The equipment was billed under Patient Pay at the start. Later in February, the patient's secondary policy number (starting with UOU) was entered as the primary insurance, but the equipment was never rebilled to the insurance. At the beginning of June the patient's correct primary (starting AQV) and secondary insurance (UOU) was added, however the previously entered primary insurance was never end dated, leaving 2 open insurances. This has since been corrected.
  
  Reading through the notes on the account we do see where the patient was advised we could not bill her insurance until medical records were received. We do have a valid order on file that also contained the results of the patient's Oxygen testing, however we do not have any physician records.
  
  In the meantime, the order with qualifying Oxygen testing and the Covid diagnosis is enough to submit the claims properly without having to wait for the remaining records. Billing has updated the insurance on file to the commercial carriers in the correct billing order. This has caused all charges to journal off in the billing system and upon overnight cycle will release to the correct primary insurance for processing.
  
  Due to the journaling of the charges, there is currently no charges billed to the patient responsibility. While most insurance companies do pay at 100% for treatment of a Covid diagnosis, we are unable to guarantee that until the claims are process and we receive an Explanation of Benefits. If the patient receives any bills going forward that she does not understand she can contact PAD for further explanation.
  
  
  Consumer Response /* (3000, 11, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your email.
  
  At this time, I do not accept the response to my dispute. Unfortunately, I have been told multiple times that the equipment would be billed properly, that it would cycle overnight and everything would be resolved. I'm afraid that I've heard these words too many times, and each time it's been untrue. I've received a second notice that my account is going to collection, and quite frankly, each time I've contacted Rotech, the person on the other end of the phone didn't seem to care about my situation. I have provided BOTH insurances MULTIPLE times, and now they blame me for not having the correct information? I blame their billing procedures.
  
  I agree, I was told to provide my medical records. The person on the phone said that I needed to provide a prescription for the oxygen concentrator. I told her that they should have the order sent by the physician at the ER, to which she responded, "Well, often the ER sends patients home with things that they don't need, so we can't accept the order. You will need to get a prescription from your primary doctor." I told her I couldn't do that since I was diagnosed with Covid in February, and this was now June--why had nobody asked for the records before if they were needed? She told me, "That's not my problem, you'll need to talk to your doctor". I told her that it would be FRAUD to ask my Dr to write a prescription for something she never ordered in the first place. I was again told, "That's not my problem".
  
  I then called my primary health insurance and explained the situation. The person I spoke with there said there is no reason to send my medical records because Rotech hadn't even filed a claim yet. I've been sent in circles, talking to people who have no idea what they are doing, and never getting a clear answer from anyone. I do have my medical records from the ER visit and I am happy to send them to whoever needs them. I was never advised where to send them, so I still have them.
  
  I will be satisfied when I get a notice from Rotech, showing my insurance has been billed and I am at either a zero or nominal balance. I certainly don't expect it to be paid in full, but the majority should be paid since I have TWO health insurance policies.
  
  Again, I do not accept this response.
  
  
  Business Response /* (4000, 13, 2022/09/22) */
  After another review by the Billing Dept it was found that a few errors occurred in the cross communication of our billing systems as we switched to a new program and have been or are in the process of being adjusted. Please continue to disregard any statements received as Billing actively monitors the account. Please note, any wrongful charges with be reversed.
  
  
  Consumer Response /* (4200, 15, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No, I do not accept this response.
  
  Once all of the billing has been corrected and I am no longer receiving invoices showing a balance, I will be satisfied. Until then, I will not accept any response of "disregard any statement" because I have been lied to repeatedly.
  
  Thanks

• Initial Complaint

  Date:08/22/2022

  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.

  They continue to charge my bank account even though I have not received any supplies in over a year
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello
  Upon further review, any and all cards have been removed from auto payments. On May 31, 2022 a refund was issued for supplies that were never received. Today, we have adjusted the remaining $14.85 that is showing to result in a balance of $0.

• Initial Complaint

  Date:08/18/2022

  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 received a CPAP from their Deland, Fl. location on July 7. My instructions were to upload my sleep data after 3 days to check for leaks, etc. I tried to do so, but the office had not set up my account. Becky at the office told me she would set up my account promptly. A month and a half later, she still hasn't set up my account. Not only that, but she did not register my account with the CPAP supplier so that I could receive necessary regular replacement parts for my CPAP. Uploading of sleep data is necessary for insurance to cover it, so I contacted my insurance company to let them know of the issue. They have called me back daily to tell me that this office does not answer the phone. I have tried daily to call the office in the past week with no response.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Upon further review, Mr. **** spoke with the Area Manager over his servicing location on 8/19. They were able to confirm that the patient was registered in the system and showing compliance activity. Sleep Central sent out supplies on 8/18.

• Initial Complaint

  Date:08/16/2022

  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.

  Filed a previous complaint in July 2022. Response from Rhema Rotech was that issues had been resolve and future billing would be corrected. Just received another incorrect billing dated 08/07/2022 in the amount $57.82 for all of the dates of service that I originally disputed. The dates of service that they had just stated on this BBB website, had been taken care of. Again, more lies and incompetence. Their billing calculations still do not match the contracted benefits between Rhema Rotech and my insurance company. I will definitely be returning o2 equipment. I thought I'd give them another chance, not after this. How can one company be so incompetent?
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 9, 2022/09/01) */
  Hello
  I apologize for the delay in response. Billing is reviewing the account for additional issues. We have adjusted off the current balance of 20.61. The current balance is 0. We do see billing has been stopped as of 5/24/22. Once billing responds with an update, we will submit further details.

• Initial Complaint

  Date:08/16/2022

  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.

  Patient ID:********, statement date 8/14/2022
  
  I felt that the amount being billed was higher than it should be and looked at my insurance's *** to make sure everything lined up. I noticed that the amounts allowed by my insurer were all inaccurate. For the most part, though, the patient portions seemed correct despite that, so the billing for those was fine. However, for the item listed as "FULL FACE MASK PAP 1 PURCHASE", the allowable cost went entirely to my deductible. There was no insurance contribution to that cost, so the amount I was listed as responsible for remained inaccurate. I've attached the insurance ***, the bill from Rotech, and an image where I was trying to work out why there was a discrepancy in the totals.
  
  I also do not understand what all of these descriptions are referring to. I know what the filters, tubing, and water chamber are, but I'm not sure why there are three different listing related to the headgear. I assume one is for the large bag that has the fabric/velcro piece for the head plus an initial silicone seal piece for over the mouth, then there were a couple of extra silicone seal pieces to replace as the mask breaks down. I'm pretty sure the first item listed, "HEADGEAR PAP 1 X 6M PURCHASE" should not be there, as headgear is included in the item with the description "FULL FACE MASK PAP 1 INTERFACE PURCHASE." I did not receive an item in the shipment that was solely the headgear, because that's not necessary when you get the mask/headgear bundle that comes in the nice ziploc bag with an illustration of the assembled complete item on it. This is double billing for one item.
  
  My bill needs adjusting. It should definitely be, at most, what my insurance reports through the ***, and it should likely be lower if I'm correct in my assessment of the items listed. This is my first time using this company after being on cpap for 8-ish years, and it left a bad taste in my mouth.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 9, 2022/09/02) */
  Upon further billing review, it was found that Date of Service 7/14/22 for the A7030 (Full face mask) all the payors allowed was $130.84 of the $341.10 billed. This did process correctly as patient's deductible was remaining for the $130.84, but billing did see the patient was over charged $13.84. For the A7035 (headgear) billing has went ahead and refunded the insurance and the patient. Now for the other items on this claim, each item there was an over charge in our system due to percent was not entered correctly for patients portion. This has been corrected for billing going forward.
  
  The amount of the overcharges to the patient were $25.52. The total being refunded to the patient is $17.97 after her amount of $7.55 is removed, since she still owes this on the A7031(mask cushion/insert).
  
  Please see attached EOB and individual notes from billing.
  
  
  Consumer Response /* (3000, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can't easily tell what adjustments they made with this write up. I'm glad they're granting a refund of some sort, but I can't tell if it's really for what I complained about or not. I think they probably get away with overcharging as a common practice, and it takes a careful eye to catch it. That's not a business I want to deal with, and I'll be using someone else in the future.

• Initial Complaint

  Date:08/11/2022

  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.

  This is a company that was providing my husband, **************, with sleep apnea supplies. He no longer has sleep apnea and I am having the WORST problems trying to get his account closed with Rotech. I've been trying to get them to close my account since at least February and they keep charging my credit card. FINALLY they took my credit card off of the account but they are now just sending me invoices. My husband and I have both called endlessly trying to get the account closed and the bills to stop coming. I just called two days ago and the customer service person said they are still sending supplies to our old address. They just wont STOP!!!! All she did was say someone would fix it or call me back. Now that my credit card is unhooked, I don't even have a way to dispute it with my credit card.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello
  Upon further review, any and all cards have been removed from auto payments. On May 31, 2022 a refund was issued for supplies that were never received. Today, we have adjusted the remaining $14.85 that is showing to result in a balance of $0.

• Initial Complaint

  Date:08/05/2022

  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.

  1/25/22 an ER visit was made due to UR illness. At release the ER provided a ROTECT concentrator and Oxy bottle for temp use. By 1/30/22 illness resolved and called ROTECH to come get the equipment. They never did. Repeated calls during Feb-June resulted in no action. June they picked up the equipment. I then got a bill for Jan-June. Two calls got promises to fix the bill. Billed again in July and August. Called again and told too bad pay up including late fee. Yesterday was told that would need a physician release to pick up equip!!
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Hello
  Upon further review, we have gone ahead and adjusted off the balance back to January as we have documented communications regarding a pick up request. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:07/30/2022

  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.

  In early 2021, my CPAP machine broke, and I received a new one. Because our insurance was in the middle of changing, I spoke to Rotech/Sleep Central's insurance department to make sure they had the correct insurance information. I continued to order supplies as needed.
  
  For more than a month now, I've been trying to order supplies. Rotech keeps saying that my CPAP machine shows it's in repossession. On July 15, I spent 2+ hours on hold to speak to the insurance department. I regave Kayleigh (sp?) all of our insurance information--both new and old. She assured me that by the following Wednesday, everything would be resolved, and I could order supplies. She told me that nothing was my fault and that the insurance information had not been correct, but she would correct.
  
  I tried again to order supplies but was told my insurance can't be updated because the machine is in reposession.
  
  I called on 7/25 and spoke to Ashely who spoke to her supervisor and told me someone would call me back. No one did.
  
  Today, 7/29, I called again and spoke to Natasha. She said that the local Rotech office needs to remove the repossession status before anything can be done. The customer service office had emailed them earlier in the week; and Natasha tried to call them while I was on the phone. There was no response.
  
  I called several times today to the local Rotech office. There was never any answer.
  
  And then in the mail today, I received a collections notice about my CPAP machine!
  
  How can this get resolved? I did nothing wrong. Rotech didn't bill the correct insurance and now I have been sent to collections.
  
  Please help.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/24) */
  Hello
  We apologize for the delay and issues that Ms. ***** experienced. As of 8/15/22, the PAP device is active and billing correctly. Please disregard any repossession notices that have been received.
  
  
  Consumer Response /* (2000, 10, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, I agree that the issue has been resolved. It took nearly two months and having to speak to half a dozen people, but my insurance has finally been billed correctly.

• Initial Complaint

  Date:07/21/2022

  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.

  4/6/2022-7/6/2022 - Rented 1 Oxygen tank, a very large tank with an oxygen mask and that is its. Each month the rental of this tank should be 14.02, however, I am being charged 47.61 for a plug-in oxygen concentrator and a small 02 unit. I never had an oxygen concentrator. If I did, there would be no need for an oxygen tank that is about 5'4. Summit Respiratory -Rotech- (303) 481-0187 Patient ID Account # ******* / Address: ***************************************. When I called and asked to pick up the equipment, the woman on the line said I need a doctor's order to stop oxygen treatment. I said I left several messages the month before to refill my empty oxygen tank and received no callback and no oxygen. She said you can't run out of oxygen with a concentrator. I said I don't have a concentrator and never did. This company falsely billed my insurance company and me. There was one time that this company filled my oxygen tank, after fighting for them to come back.
  Insurance was billed 410.00 for a concentrator I never had. The correct bill with 1 portable tank should be 56.08. I paid 72.50, so a refund of $16.42 is due to me. I have attached a bill.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Upon further review of Ms ****'s account, it shows that she was delivered a large tank system with small portable tanks for her issues of Cluster Headaches. Due to the liter flow of oxygen Ms. **** needs, a stationary concentrator is not feasible and this is why patients with cluster headaches are given a large tank system that will run at a higher liter flow rate and last longer. Ms. ****'s insurance recognizes this as an equal to the stationary concentrator. Ms. **** did speak with the location a few times since this complaint was submitted and staff has informed her on the specifications of the billing.