Business Profile

Hospital Supplies

Rotech Healthcare Inc.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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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:01/30/2025
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 medical equipment supplier was purchased by Rotech (for C-PAP supplies). I received my first order of supplies from them in Oct 2024. It was just a shipping bag with 1x replacement hose, 5x nasal pillows, part of a mask (velcro straps missing), and 5x very tiny filters (smaller than a band-aid). I received a bill for $59.08. A few weeks later I received a bill for $112.96. I called to try to figure out why the bill almost doubled for this one small bag of supplies. The call center appeared to be based out of country (perhaps *****). It was difficult to communicate, however the person suggested I wait for another bill because it appeared they were waiting for my ***************** (************** Plans) to respond since it was a new company involved with my supplies. I finally received an itemized bill showing all of the egregious charges to me and my *********** totaling $683.27 and they are saying I owe $112.96 for my portion of this tiny bag of consumables. 1st off, the prior company (before Rotech) was sending me BOXES of equipment loaded with 2x complete masks, 2x hoses, 10x nasal pillows, a new water reservoir, and 10x filters for a fraction of this price. I have called 3x times this month (Jan 2025) to speak with them and I can not get a response or a call back. Yesterday (01/29/25) I received a text from Rotech saying I now owe $159.18 for what I don't know. I have tried to call them again and sat on hold for 40min before selecting the call back option. I have still not been able to speak with anyone. This company appears to be trying to scam people and Insurance companies out of money through egregious charges. I will be happy to pay the original charge of $59.08, but that is it.
Business Response
Date: 02/05/2025
A supervisor with Rotech Healthcare's *************************** attempted to make contact with the complainant but was unsuccessful. Please have the complainant contact ****** through the avenues provided in the voicemail or contact the *************************** at ************.
Customer Answer
Date: 02/06/2025

Complaint: 22877780

I am rejecting this response because: ****** who? That is the main business line that I have spent on hold for 40min or more numerous times prior. The few times I've been able to get through it has gone to a call center in ****** Do they all know who ****** is without me giving them a last name? Is there a direct number to ******? Thank you

Sincerely,

****** *****
Business Response
Date: 02/20/2025
****** has attempted to contact the complainant again on 2/17 and 2/19. She had to leave a message. Please have the complainant contact ****** at ************.
Customer Answer
Date: 02/26/2025

Complaint: ********
I have called back 3x times on 2/25/25, the call system seems very flakey. I left, or at least I think I left, a voicemail. I also called back twice 2/26/25 but it goes straight to voicemail but doesn't have a greeting or say the name of the recipient, so I am leaving this message here in case they try to say i have not reached back for discussion. Although I'm not sure what to discuss as the original complaint is about the egregious, or possibly predatory pricing of the small bag of consumables I received.
Business Response
Date: 02/28/2025
Rotech Healthcare has attempted to assist the complainant with their questions. Unfortunately, there continues to be issues connecting. As the complainant states in their rejection that they are unsure what there is to discuss, we ask that you close the complaint.
Since this is a public forum, we cannot speak to specifics on a potential account. We can however, encourage the complainant to contact their insurance company. The prices that are billed for any supplies are contractually agreed upon and set by the insurance company. Although Rotech Healthcare may be able to bill a higher amount to the insurance company, insurance companies will only pay what they have set and agreed upon and allow the patient to be billed a certain amount. If the complainant does not agree with the allowable amounts and coverage, these would be topics to question at insurance level.
Regarding a patient potentially being billed by Rotech Healthcare. A patient will initially be charged what is estimated to be the patient's responsibility. This amount is verified through the insurance's available avenues. As insurance coverage is not guaranteed until the time of their payment, there could potentially be additional charges. Such as deductibles or if an item is not covered but remains the patient's responsibility. Because of this, we recommend the complainant contact their insurance if they are unsure of their specific coverage.
Customer Answer
Date: 03/04/2025

Complaint: 22877780

I am rejecting this response because: I can not get the company on the phone to discuss, their customer service is abominable in addition to being over-charged for supplies. Clearly my insurance company thinks the charges are astronomical as well. Regardless of what the company has agreed to bill the insurance company, I never agreed to paying these egregious charges. I have paid what was originally charged, anything beyond this is completely unreasonable for the product i received. I even inquired about these charges to my new supplier asking if their charges are the same, they agreed that these charges were way to much for these products. The public should be aware of the almost non-existent customer service, lack of accountability, and predatory charges from this company. Also, the constant SPAM messages offering "discounts" on medical supplies and various shady offers I have opted out of every single message, yet they still come. I feel like I am now being menaced by this company. I never signed up for any of this. The previous company, which was very good, was bought out or swallowed up by this company. All I expected was the same service and price of the previous company, I do not want to be involved with these people whatsoever, i already switched to a new company, yet I still get their un-solicited spam messages to my phone constantly. Also, since the last message I have called "******" almost every day, the number does not work.

Sincerely,

****** *****
Business Response
Date: 03/07/2025
All communications for the contact information that the complainant has provided, has been submitted to have stopped.
If the complainant is still wishing to speak with ******, we can confirm that the phone number ************** is a working number that goes to ******** direct extension.
Initial Complaint
Date:01/21/2025
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.
04/24/24. Was discharged from ********************* Given a nebulizer was under the impression it was paid for by geisnger I found out they have been billing me rental fee I immediately returned their equipment to their office 8/28 in ************ Pa Was told this Matter was resolved and Zero balance. I have been billed over and over and over via email and us mail I have wasted my time calling and emailing. They have continue to lie and say it would be taken care of I have spoke to over 16 people at their office and In *******
Business Response
Date: 01/24/2025
Management has reached out to the complainant to further assist.
Initial Complaint
Date:01/20/2025
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.
01/14/2025
Business Response
Date: 01/23/2025
Since this is a public forum, we can not speak to specifics on the complaint but ************************ has spoken with the complainant to assist further.
Customer Answer
Date: 02/09/2025
I DO NOT UNDERSTAND WHY MY COMPAINT WAS CLOSED. IN OTHER WORDS, ITS EVIDENT THAT THE BBB DOED NOT CARE ABOUT THE COSUMER. ITS SO EASY TO CLOSE OUT A COMPLAINT RATHER THAN DO YOUR ASSIGNED WORK TO ACCOMODATE THE COMPLAINT OF CONSUMER. WORTHLESS !!!
Initial Complaint
Date:01/16/2025
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 got a call from this company saying I owed them money. I spoke with a woman in their billing **** who told me that I had an old bill from May of 2021 that was not paid. I explained that I payed my bill and closed my account on December 23, 2021. She agreed that I paid my bill but indicated that it was for June, July and August of 2021. She could not explain why I had a bill for May of 2021 when I paid and closed my account in Dec of 2021. Then she told me that they sent me a bill in August of 2022 for the bill in May of 2021. Again, she could not explain why. I have a receipt showing I paid my bill in Dec 2021 and it even shows as settled on their billing app.
Business Response
Date: 01/23/2025
The complainant has spoken with representatives from our **************************** If they still have questions regarding their submission, we recommend that they contact their insurance company for further specifics.
Initial Complaint
Date:01/16/2025
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.
Account number ******* I had an at home sleep study done through Focus which is linked to Rotech. The device they gave me was incomplete. Two leads were not provided. The service was paid on 12/20/2023 though ***** financial that is requesting documentation. They are not supplying it after multiple requests. They entered me in a service that automatically sent me supplies without notification. I sent them back but my **** ***** has items on it that I sent back or did not receive.When I asked to end my account they did not provide me with the proper information on how to stop their charges until almost the maximum amount of charges where accrued. I attached a more detailed description and one of the email correspondences.
Business Response
Date: 01/24/2025
A **************** Department supervisor has reached out to the complainant, but had to leave a voicemail. Please have the complainant contact ****** at ************.
Initial Complaint
Date:01/15/2025
Type:Delivery 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.
Issues encountered regarding my **** order through your local Rotech office Valley Home Medical.I met my deductible & out-of-pocket & began the process of replacing my ****. On 11/5, my *** submitted the required details to your office, & I was contacted on 11/7 by a *** member to finalize the process. I provided any additional information requested.Despite my attempts to follow up on the status, I received no updates from your office. I reached out multiple timeson 12/2, 12/3, 12/9, 12/11, & 12/17inquiring about the progress & if the **** could be shipped by the end of the year. Each time, I was told that it was in process & that it would be completed by the EOY.12/23 I was informed that I needed to e-sign new forms due to an error in the previous ones. I promptly completed the forms, & I was assured that the **** would ship either the next day or after the holiday.12/31 I followed up again, only to learn that the **** shipment was delayed because the necessary pressure details from my doctor had not been provided. I was promised a callback the same day, which never occurred. When I checked, I discovered that my doctor had submitted the required details on the evening of 12/31.Despite numerous follow-ups with local office mentioned above, & multiple attempts to contact the Area Manager on 1/7, 1/10, & 1/14, where I was promised a callback by end of day. I received no follow-up until 1/15 - when ***** reached out, I was informed that your office had made an error & would now work on shipping my **** - but declined any considerations for the admitted errors. Declined to provide any means of escalating beyond him and was informed even if I did it would be sent back to him.The delay has exceeded 70 days, & still without the necessary medical equipment. To add to my frustration, my deductible & out-of-pocket maximum has reset, meaning I am now financially penalized for your offices inability to fulfill this order in a reasonable timeframe.
Business Response
Date: 01/23/2025
Management has attempted to contact the complainant to further assist. They have been unable to connect but have left the complainant an email and voicemail requesting a callback. Please have the complainant contact ***** through the avenues that were made available for them.
Customer Answer
Date: 01/30/2025

Complaint: 22816502

I am rejecting this response because:
It appears that the message relayed was sent prematurely
1) I received a voicemail Thu, Jan 23, 2025, 10:29 AM MT
2) Additionally received an email Thu, Jan 23, 10:34?AM MT
3) I returned call Thu, Jan 23, 12:23?PM MT, spoke for 17 Min 43 Min
No amicable resolution reached, Caller (***** ******) stated it was the healthcare provider that did not provide timely/accurate responses. I reminded him of my multiple follow *** each time receiving assurances, at no point was I informed there was delays until 12/31. I conveyed concerns listed in email to their offices in addition to complaint to BBB, and at any point I could have went into healthcare provider office and conveyed needs.
Caller stated he needed to provide summarization to the office that received complaint as he was not authorized to discuss resolutions.
HOWEVER I did receive **** delivery yesterday (box is unopened pending resolution), which was 83 days since the order was originally submitted AND 29 days past when my Deductible/Out of Pocket was Reset - causing a financial impact as I will now be responsible for a large portion of the cost of the **** as it was not shipped within a reasonable timeframe regardless of the HealthCare Provider issues, there was no follow up from the company, and in my attempts passed back and forth to local offices.

Sincerely,

***** ******
Business Response
Date: 02/20/2025
As this is a public forum, we can not speak to any specifics on this submission. If the complainant has any further questions, please have them contact ***** through the avenues that were provided.
Initial Complaint
Date:01/10/2025
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.
I have been billed and verbally told now 5 different amounts that I owe. The first amount was***** , which I paid. Now I am being told I owe *****, *****, *****, and *****. My explanation of benefits said the ***** was correct when I paid it. Now the other amounts are showing up and I do not owe this according to my insurance company. They are refusing to help. They do not know what they are doing
Business Response
Date: 01/24/2025
A **************** Department supervisor has reached out to the complainant, but had to leave a voicemail. Please have the complainant contact ****** at ************.
Initial Complaint
Date:01/06/2025
Type:Service or Repair 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 received my mobility scooter in February of 2024. My scooter stopped working in June of 2024. I have been trying to get a replacement because that is my main source of mobility for long distances. I have spoken with ****** a few times on this issue, also spoken to *******, and *****. It went from them not being able to help me to, were waiting on a shipment of scooters so they can schedule me a date for delivery. Its been since November 2024 theyve been telling me that. The reason Im reaching out to BBB is to get help with a definite answer.
Business Response
Date: 01/29/2025
Management has attempted to contact the complainant to further assist. Unfortunately, they have been unsuccessful. Please have the complainant contact ****** at *************.
Customer Answer
Date: 02/07/2025

Complaint: 22772971

I am rejecting this response because Ive called on February 3rd, 5th, & 7th. All days ****** wasnt available to speak and I left messages for her to return my call and she hasnt. No resolution has been offered nor agreed upon.

Sincerely,

******* *****
Customer Answer
Date: 02/18/2025
Talked to ***** on 2/14/25. She informed me that someone from the company will be out Tuesday to pick up my scooter on 2/18/25. She also had an attitude and acted like it was a bother for her to assist me. Today is 2/18/25 at 1:30 pm, two gentlemen from the company came to pick up the scooter. They informed me that they do not repair scooters which is the same thing that I was told in august of 2024 when they pushed my issue off. Im trying to trust the process but it is hard because they have given me excuse after excuse to why they couldnt help me.
Business Response
Date: 02/25/2025
Management has been in contact with the complainant to further assist.
Customer Answer
Date: 03/16/2025
I truly apologize for the miscommunication but I didnt receive any other mail regarding the claim and my issue has not been resolved. Rotech has came to pick up my scooter and has not reached back out regarding a resolution or update. Is there anyway possible that the case can be reopened?
Customer Answer
Date: 03/19/2025
Good afternoon noon,
Today is 3/19/25 Im following up from my last message about seeing if possible to open the case back up. I havent received any emails since 3/7/25. I also contacted Rotech regarding my scooter since it has been 28 days since they came to pick it up, and there has been no resolution as of now. Representative said that I would be contacted back either today or tomorrow. Will reach back out to BBB with any updates.
Customer Answer
Date: 03/20/2025
Hello,
I havent received another message from BBB since 3/7/25. Also after reaching out to Rotech on 3/19/25 ******* informed me that management was in a meeting and that they would be contacting on yesterday or today. No one attempted to contact me regarding an update or a resolution for my scooter. I will reach back out to them on tomorrow 3/21/25.
Customer Answer
Date: 04/02/2025

Hello,

I havent received another message from BBB since 3/7/25. Also after reaching out to Rotech on 3/19/25 ******* informed me that management was in a meeting and that they would be contacting on yesterday or today. No one attempted to contact me regarding an update or a resolution for my scooter. I will reach back out to them on tomorrow 3/21/25.
Initial Complaint
Date:01/03/2025
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 have spent the past 6 months attempting to get a portable oxygen concentrator. Technically, my doctor initially sent a prescription over a year ago. They confirmed receipt of that prescription via email on Sept 15, 2023, and then later denied ever having it. I didn't push it at the time, as my breathing had improved. However, my oxygen needs ended up increasing again so my doctor sent a new prescription in June 2024. My doctor has now sent a prescription 7-8 times. Assuming they retrieve the prescription off the fax machine, Rhema/Rotech will apparently find any issue they can to ignore the prescription and they have never contacted me or my doctor to let us know or get an updated prescription. Two phone calls ago they told me they would fill out the form the correct way and send it to my doctor to sign it, so I'm not sure why they couldn't do that six months ago if their format is so problematic and difficult. I called again two weeks later to get a status update. Apparently they finally have a correct form, but have not done anything with it since then. I have no idea what the hold up is now, but this has been ridiculous. I did not select this company, it was set up when I was in the hospital in 2023. They did at least supply an at-home concentrator but the portable oxygen tanks they provide are not delivered frequently and run out too fast for me now. I actually had to ration my oxygen use recently when my daughter was in the hospital for a week, which I would not have had to do if they had actually supplied the portable concentrator my prescription is for. I find it hard to believe this company cares about their clients' health in any way.
Business Response
Date: 01/24/2025
Management has made contact with the complainant and further assisted.
Initial Complaint
Date:12/30/2024
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.
This issue has been going on since 07/01/2024. I have medical insurance to pay for my life support equipment. However, Im being charged for the month of July for the amount of $1181.40. At the end of June 2024 my insurance switched over to ******** and ********. I contacted my medical equipment provider and gave them the information. The person that answered my call, put in an effective date of August first. I gave him the effective date as July first, hence causing a lapse in insurance coverage. I have called multiple times trying to get this resolved. As a result, I havent been receiving my ventilator supplies. This situation is affecting my health and wellbeing. I do not owe them for their employees mistake, whether intentional or not.
Customer Answer
Date: 01/16/2025
Thanks for reaching out to the company. They have resolved my issue with them. Thanks again for the service you provide.
Business Response
Date: 01/23/2025
Management has attempted to make contact with the complainant and have been unsuccessful by phone. Please have the complainant contact ***** at ************ for further assistance.
Customer Answer
Date: 01/23/2025

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. Thanks for reaching out to the company. They have resolved my issue with them. Thanks again for the service you provide.

Sincerely,

******** *****

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This business has 1 alert

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.