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Business Profile

Hospital Supplies

Rotech Healthcare Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital Supplies.

This business has 1 alert

Complaints

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

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Rotech Healthcare Inc. has 331 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2024

      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 invoice was paid out of my wife's Medical savings account and ****** is unable to recognize a payment from a source other than my personal payment. They have emailed me awknowledgement of my payment 2 times but contilnue to bill me and text me that I am over 90 days late. I told them if they sent the payment made to Fidelity (my wife's Medical savings account) I would send payment. I am not willing to pay them twice because of their system flaws.

      Business Response

      Date: 12/11/2024

      A representative with our *************************** attempted to contact the complainant multiple times, with no success. If the complainant has further questions, please follow the directives that were left on the voicemails or contact our *************************** at ************.
    • Initial Complaint

      Date:11/27/2024

      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.
      Supplies for my CPAP machine as ordered by my doctor were never delivered correctly. I received 3 packages on my front door delivered by **** on 11/25/24 that were dated as being shipped on 08/29/24, 9/29/24, and 10/29/24. My problem is that the 2 older invoices are unopened supplies including and related to a CPAP mask that I'm not able to use anymore and have been prescribed a newer style of mask (the shipment on 10/29/24 is in accordance with the new mask). However when contacted I was told by Rotech that they would not be able to accept a return outside of the ****************************************************************** their original package and were not delivered to me appropriately. I would like these items to be returned to them and/or not be charged for them as they were not correctly delivered to me on time giving me no alternative and are of no medical use to me.

      Business Response

      Date: 12/20/2024

      Sleep ****************** will be reaching out to the complainant to further assist.
    • Initial Complaint

      Date:11/25/2024

      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 some equipment off there's that needs to be picked up. I've called and called and no response. They have given me the run around. On Nov ************************* (with a attitude) and said he was already there. So I asked can you call me before you get there as it's a apartment complex. He said he wouldn't be back this way until 6 or later. So I said how about we get in contact each other on Monday November 18. I have not heard from him or the company. I need the stuff out so I can turn the keys in to the manager. So that I can receive my security deposit back

      Business Response

      Date: 12/05/2024

      Management has reached out to the complainant to further assist. They had to leave a voicemail. Please have the complainant contact ****** at ************.
    • Initial Complaint

      Date:11/20/2024

      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.
      In May 2024 returning home from hospital Rotech (company hospital contracts with) told me with my insurance under 50 a month, turns out 95. Received a Ventilator non Invasive machine got call on Sept 18th they were coming after on 23rd only no one could tell me which doctor ordered the return. No show on 23rd so I called on the 28th lady told me it had been picked up and I tried to tell her no it hadnt still sitting in my living room. Got call on Oct 7 was going to pick it up next day but would call before. No call (have **** bill for proof) and was told their guy was here and no one answered door (3 cameras, 2 dogs and 2 humans in house) yet nothing was seen or heard. I called Humana they got Rotech on three way and we both heard the lady say that NO my insurance had not been applied and she would redo my bill and just wait on the new one. On the Oct 7th call I asked again about my bill and was told the same thing no insurance applied and she would have billing redo my statement. On Nov 19 received letter they want me to pay for the machine and still wont apply insurance. Doesnt do any good to talk to anyone nothing gets done. Any help the BBB can provide would be most helpful because I dont know what else to do.

      Business Response

      Date: 12/20/2024

      Management has been in contact with the complainant to further assist.

      Customer Answer

      Date: 12/26/2024

       
      Complaint: 22581209

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 12/26/2024

      Nothing has been done about applying my insurance, keep getting we are looking into it.  

      Business Response

      Date: 01/17/2025

      As we can not discuss personal information on this forum, please contact our *************************** for any updates. Their phone number is ************.

      Customer Answer

      Date: 01/21/2025

       
      Complaint: 22581209

      I am rejecting this response because: This has nothing to do with personal information.  I have spoken to ****** at the ********* location now 3 times about applying my insurance. She agreed that my insurance had not been applied but would look into it. On December 19 Rotech arrived at my home and picked up the Ventilator Non Invasive which they had said would be picked up in September but wasn't.  I was told by the driver that they would send me a email showing the machine had been returned but never received that email either ( I have proof on my camera which I also have a still shot of.) Nothing has been done about the original bill. 


      Sincerely,

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

      Customer Answer

      Date: 02/19/2025

      Nothing was resolved, seems they keep giving BBB the run around as they did me.  ***************** said they would paid if Rotech would submit, but Rotech refuses to submit.  I have no idea where to go to from here if the BBB won't help. 
    • Initial Complaint

      Date:11/18/2024

      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.
      My 2 year old daughter requires oxygen at night to sleep. Rotech has consistently screwed up her oxygen order requiring emergency management. The respiratory therapist that they have working for them do not know anything about respiration. We have called multiple times just to receive basic supplies in order to keep my daughter out of the hospital.

      Business Response

      Date: 12/03/2024

      Management has made contact with the complainant to further assist.
    • Initial Complaint

      Date:11/18/2024

      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.
      The setup time to get my CPAP equipment was twice as long as they scheduled. This was because the person doing my onboarding didnt know how to use the systems. This resulted in them having to repeat everything over the phone just a few days later. They took a week to register my **** so insurance didnt count the first few days I wore the equipment. Furthermore they claim they gave me supplies which they did not. Then after numerous calls and complaints they said they would *** them to me. Yet, I still do not have my supplies. I am unable to use the machine as directed because they are not ***ding me the equipment I need. I try to call during business hours and am unable to get ahold of anyone. My insurance requires a set process in order for it to be paid yet they are not holding up their end. Although I continue to pay for the services they are not being rendered. Online they have dozens of 1 star reviews and if the company cannot honor their mission they need to be closed down.

      Business Response

      Date: 12/03/2024

      Management has made contact with the complainant to further assist.
    • Initial Complaint

      Date:11/14/2024

      Type:Order 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.
      Since my neurologist prescribed a **** and Rotech was the company of choice, Rotech sent me a machine and then I started getting bills that I didn't know what they were for. Then I understood that the bills were for supplies that I didn't order. I wrote to Rotech informing them of this and asking for a label for returning all the supplies, they showed up with a contract that I signed that said "when you first received the **** machine, the initial paperwork that was signed talked about the VIP auto shipping program, which you signed and dated.". When I read the contract again it's clear now that I signed it, but it's also true that at that time I had no other option. The contract had no option for not to accept that clause, the contract says "Upon delivery of a PAP device, you are automatically enrolled in our PAP Resupply Program through Sleep Central". Now I'm almost owe US$650.00 for a ton of supplies that I didn't need, I didn't ask for, I didn't use, and they refuse to accept them back because of another clause that says "Participation in our PAP Resupply Program is voluntary. You may discontinue membership at any time, with a 30-day advance notice of your next shipment, by contacting Sleep Central at ************** or *********************** and it took more than 30 days to contact ******* other words, They are reluctant to confirm that I am out of this program and they also don't want to get those supplies back and they still want to charge me.

      Business Response

      Date: 12/05/2024

      Management will reach out to the complainant to further assist.

       

    • Initial Complaint

      Date:11/12/2024

      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 an account with ********************** that was utilized to order a CPAP machine in ******, ** in 2021. Three years later, the equipment has stopped functioning and is overheating when i turn the machine on. During that timeframe I moved across country and reached out to the local store on 11/4. I then reached out to their location in ****** to let them know what was happening. They indicated that they were moving my medical records from ******** to **** and that they spoke w/ ***** (on 11/4) and he assured them he would have a technician reach out to me and take a look at the machine and what repairs are needed so I can return to breathing in my sleep like the general public. On 11/12, having received no further communication I contacted the store and spoke w/ **** She informed me that they don't have a transfer in their system and that they don't do repairs so there's nothing they could do on that front. I explained that the prior store had spoke w/ them and their notes indicated they would. They pushed back on being able to assist and told me I would need to go to the prescribing doctor **** is now over ***** miles away) and request a new prescription and pay out of pocket for a new machine. I attempted to contact corporate and it's just a voice mail. I submitted an email for an update, and I also have left messages for the manager to return my call. I contacted the prior store who informed me that the person I spoke w/ in ***********, ** was incorrect. The company seems indifferent to the machine they sold me being dead within three years, the physical impact its causing, and has no interest in providing support or a solution.

      Business Response

      Date: 12/03/2024

      Management has made contact with the complainant to further assist.
    • Initial Complaint

      Date:11/11/2024

      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.
      Rotech Healthcare INC. I have a cpap machine for 2 years now. The first year was billed monthly for 9 months (max my insurance will allow). My machine broke in September. I brought the machine back and they returned it via manufacturers rebate. I was swapped out a different machine. At the first of the year, they started billing me again. I asked why they said do t worry insurance is covering it and I will just have to pay $17/month for another six months. In May they sent me a bill saying I now owe $400 because my insurance wont cover it. I contacted my insurance and they said they have not received a claim, but they have already reached max payout for the device last year. I cant get Rotech to stop billing me. I have emailed 4 times and they say they cant help me. I have called they said I still owe the balance plus 4 more months and they cant stop it . I asked for a signed contract and they sent over the 2023 bill. Im being double billed.Ive been passed around and around and no will help me.

      Business Response

      Date: 11/25/2024

      This complaint has been submitted to Management for further review and assistance.

      Customer Answer

      Date: 12/12/2024

      I was never contacted by Rotech. Situation is not resolved.  

      Customer Answer

      Date: 12/19/2024

      I was never contacted by Rotech. Situation is not resolved.  

      Business Response

      Date: 12/20/2024

      A supervisor with Rotech Healthcare's *************************** attempted to contact the complainant to further assist. A message was left with the complainant. Please have the complainant contact the representative through the avenue provided in the voicemail.

      Customer Answer

      Date: 12/23/2024

       
      Complaint: 22543304

      I am rejecting this response because I was double billed

      Sincerely,

      ***** ******

      Business Response

      Date: 02/04/2025

      We have contacted the complainant and confirmed the issues have been addressed.
    • Initial Complaint

      Date:11/07/2024

      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.
      They managed to get WORSE, which didn't appear POSSIBLE, yet here we are. Despite using their Cpap almost every night, they called me out of the blue and falsely stated that I didn't use the machine, stating that I only used it "24% of the time." They never gave me any warning or anything. My best GUESS is that I have unplugged it first thing in the morning due to a lack of power receptacles. I called them, and then they said I have to pay for the machine and hung up on me without ANY good reason. Yes, I was understandably upset, but I never used foul language or anything else. I tried to call back and they just kept me on hold. They sent me an email, but there isn't even a statement number. When I log into their "portal," all it shows is an invoice that was paid in full months ago. Note also that they don't even provide an invoice number on their communication, which is further proof of clear bad faith operations. I eventually found ONE email in my spam folder that just indicated an encrypted message. It very clearly states that they DON'T HAVE THE INFORMATION, and thus is CLEAR PROOF of their deliberate bad faith.

      Business Response

      Date: 11/20/2024

      Management attempted contact with the complainant on 11/19 & 11/20, multiple times with no success. Please have the complainant contact Mac at ************. 

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