Business Profile

Hospital Supplies

Rotech Healthcare Inc.

This business is NOT BBB Accredited.

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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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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/28/2025
Type:Service or Repair 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 started on CPAP through Rotech on 8/2/2024. For some reason, they had my incorrect insurance information. When I received my first statement it didn't look quite right, and I reached out to the customer service for their billing department. They were able to correct my insurance and resubmit, but for some reason the charges for August and September were not submitted to my insurance, so the bills have continued to be incorrect. Every month when the statement comes I reach out to the billing customer service again, re-explain the situation, and they tell me they will submit to have my insurance billed for August and September, and to hold off on paying until I get a corrected statement. Yet every month the statements continue to be wrong, and I have started getting past due notices.I have no issue with paying what I actually owe, but it's probably been since November or so that I've been asking them to submit the incorrect months to insurance and provide me a corrected bill, and that has not happened.
Business Response
Date: 03/11/2025
We have reached out to the complainant to further assist.
Customer Answer
Date: 03/13/2025

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:02/28/2025
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 Healthcare has been sending me text notifications and mail for a bill despite my healthcare insurance fully covering the medical supplies that I order through them. I have called them on four occasions now and every time I go through all the prompts to reach billing department and I tell them my issue, I am told by the foreign representative who picks up the phone that I need to be connected to billing department. I am then transferred and put on an endless hold.This is unacceptable and from what I have seen online from the reviews they receive from other patients, they are going through the same thing. If I continue to receive this bill I am taking them to court to fight it.Their billing department is unreachable and they just continue to send out a bill rather than charging my healthcare insurance company. This has been going on for 6 months now.
Business Response
Date: 03/11/2025
We have responded to the complainant through the email address provided, to further assist.
Initial Complaint
Date:02/24/2025
Type:Service or Repair 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.
February 14, 2025, a representative from Hook's Oxygen visited me in my hospital room. He gave me 4 large oxygen tanks to use until early the next week when Hook's would reach out to me to start a new account to ********************** me with oxygen tanks on a rotating 90-day regimen. I have reach out to Hook's and no one has contacted me back. I have 4 empty oxygen tanks and a POC adapter. I feel that Hook's is not contacting me back, just so they can charge my insurance provider for the supplies. I was in the hospital for a thoracocentesis. I am on oxygen 24/7 prescribed by my PCP. I am depending on an oxygen concentrator with dual connections since I only have two small tanks to use for when I go out. Those two small tanks will only last a couple hours. Those tanks take all day to refill. I have those two from another company.
Business Response
Date: 03/10/2025
Management has reached out to the complainant to further assist.

Customer Answer
Date: 03/14/2025

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. Rotech has reached out to me. One of their personel came to retrieve 4 large oxygen tanks and a POC car adapter.
Thank you for your time.

Sincerely,

***** ******
Initial Complaint
Date:02/21/2025
Type:Sales and Advertising Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a wound vac back in November 1, 2023 to December 5, 2023. I was in a payment plan and finished paying this past December. I just got a statement in the mail stating I still owe $2,581. This amount was not in my account previously and there is no payment history magically in my account. I didnt save statements or documents because I did not know I would have this issue. This is absurd.
Business Response
Date: 03/07/2025
A supervisor with Rotech Healthcare's *************************** will be reaching out to the complainant to further assist.

Customer Answer
Date: 03/11/2025

Better Business Bureau:

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

Sincerely,

**** *******
Customer Answer
Date: 03/17/2025
Hello!
Rotech stated they would rectify the issue on March 7, 2025 and they have yet to do so. They stated things would be expedited yet things are still unresolved.
Customer Answer
Date: 04/02/2025

Hello!

Rotech stated they would rectify the issue on March 7, 2025 and they have yet to do so. They stated things would be expedited yet things are still unresolved.
Initial Complaint
Date:02/14/2025
Type:Sales and Advertising 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.
Has been a nightmare dealing with *********, ********** I have even left messages and emails for Corporate and nothing. Equipment was delivered almost 4 hours late and I had to keep calling them! No one was trying to update us knowing the patient had already been discharged from Nursing Facility and was already at our home. They sent the wrong wheelchair after several conversations with me before the patients discharge home about the size it had to be to get through the doorways in our home. On top of that, the hospital bed they brought out was assembled wrong and not working at all. And the girl at my local office wanted to make us wait a week to have anyone come back out when the patient is a leg amputee and only has use of one arm! It is imperative that he has the correct equipment and in working order. She was so rude and nasty and disrespectful for someone who works with people who are sick or dying! And as a supervisor at that! Unacceptable the way this has been handled with our family and the lack of professionalism and empathy. Just horrible.
Business Response
Date: 02/17/2025
Management has spoken with the complainant to assist.
Customer Answer
Date: 02/18/2025

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.

The Area Manager, ******, called us Friday afternoon and spoke with us. Extremely nice and so helpful. He made sure that everything the was not taken care got done and done correctly. He was absolutely amazing and very grateful for his response and actions. He went above and beyond to correct all issues.
As well as the technician ****** who is absolutely perfect for this long of job! His last words to us after coming aback to fix the issues with the bed were I wouldnt want anyone to treat my family wrong, thats why I do what I can to make sure customers are good. He is an absolute gem!
Sincerely,

***** *******
Initial Complaint
Date:02/13/2025
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.
Multiple transactions that are filed under the wrong out of network provider, thus hitting my out of network maximum deductible vs. being paid by my insurance. Multiple screenshots showing the text transactions where they told me to disregard the charges and they would be refiling under the correct filing of Rotech vs. Value Care. Now they are saying they cannot refile because they are not being rejected. Deceitful practices and they never have re-filed, but they keep sending a bill that is past due. Will have to pay this bill of $334.69 to keep my credit from getting hit. All is asked is for them to resubmit the claim under the correct provider. I have contacted my insurance and they have contacted Rotech with me on the line and they still do not do anything that is stated. the 2 screenshots attached show they are supposed to resubmit and that the balance would be zeroed out, but they continue to bill. This company should be out of business with these practices and the number of people complaining on this site. I wish I would have seen this before i did business with them.
Business Response
Date: 02/26/2025
As we are unable to discuss any specifics on this public forum, please have the complainant review the email that was sent to address on file above.
Initial Complaint
Date:02/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted customer service at ********************** for assistance on a billing issue. They referred me to a ********* group that required me to pay for assistance.
Business Response
Date: 02/24/2025
A supervisor with Rotech Healthcare's ************************** did attempt to contact the complainant but had to leave a message. Please have the complainant reach out to ****** at ************.
Initial Complaint
Date:02/10/2025
Type:Service or Repair 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.
Basically this is a billing problem that they will not correct. This involves my wife (*******).My wife has a primary health care (FEP BC/BS) and UHC. I gave them the info originally last year and made sure they knew which provider was the primary and which was the secondary because it's happened before where they reversed them.I've tried on portal to correct their mistake many times. I even spoke with a *** last week who was very pleasant to work with. She took all my info and we even made sure all was correct before she hit the send button. I have also sent copies of her insurance card front and back previously before that call.Because they screwed up and reversed primary versus secondary they want me to call to correct their mistake. They have written to me a few times and request that I correct this. I don't feel it's my responsibility to do this. I'm a full-time caregiver for my wife who is dealing with Cancer and in the past two years suffered a stroke and is paralyzed completely on her left ******* hand's are full caring for her and myself. Sincerely yours,*** *******
Business Response
Date: 02/20/2025
An update for the complainant has been sent to the email on file.
Customer Answer
Date: 02/24/2025

Better Business Bureau:
It appears that they have corrected the insurance companies order. BC/BS is and was her primary.
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:02/03/2025
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.
Ive been trying to contact Rotech to pay a bill and have someone contact me about my machine not running properly. Im still locked out of my account. Ive tried to get through for technical service to talk to a representative. The secretary tried to help once when I left a message but no other response. Ive left email and phone messages.This company only wants your money. They want nothing else to do with you. I want a Tech *** and my account unlocked.
Business Response
Date: 02/05/2025
******************* was able to speak with the complainant and will be assisting.
Customer Answer
Date: 03/04/2025
The Rotech company did contact me.
Thank you.
Initial Complaint
Date:01/30/2025
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.
On 10/6 I received a wound vac machine from Rotech Healthcare while in the hospital recovering from foot surgery. On 10/7, upon release from the hospital I receive a call from a Rotech billing specialist explaining that my patient responsibility, after Insurance determined what they would cover, was ******, which I paid at that time over the phone. The fee covered 1 month rental of the machine. I returned the machine on 10/27. On 11/12 I receive a text claiming I owe $435 more. I call and demand to know why and am told that was a mistake, they double billed me because the first machine I received was defective, I'm told at this time the issue is fixed and would be reflected on my next statement. The 12/7 statement had a balance of *****, which I paid not really knowing what for but it's only $20, which should now leave my balance at $0. Fast forward to 1/28 I receive another text claiming I now owe them $550. I call again. This is feeling like a scam now. The first *** I speak to tries to tell me that I got another machine on 1/9 (I absolutely did not, my wound has long been healed and I received no further equipment from this company after October). I tell the *** this and that I believe this is some kind of scam and she hangs up on me. I call back, a 2nd *** also tries to tell me that the charge is legitimate, I ask for a supervisor. Get transferred to their department that specifically deals with these machines and speak to a ******* who tells me that I actually owe nothing and my payment made in October was all I should ever have to pay. When I tell I felt I was being scammed she told me their general billing department was not very good and they have new people. When I asked how to prevent future incidents she said there isn't much other than calling her directly to check on the account. It sounded to me like she wouldn't say directly but the allegation that there was a scam going on wasn't surprising. I believe this company is regularly scamming customers.
Business Response
Date: 02/05/2025
A supervisor with Rotech Healthcare's ************************** did attempt to contact the complainant, but was unsuccessful. Please have them contact ***** *. through the avenues provided to them on the voicemail or they can contact her at ************.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.