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

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.

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.

Initial Complaint
Date:11/07/2024
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.
In 2021 I was hospitalized with COVID and had long COVID and needed oxygen. My provider put me on oxygen 100% of the time which I received from Rotech. Once I was done with the oxygen I reached out to Rotech to ask them to schedule a pick up from my apartment. I was 36 at the time, and no longer needing oxygen--I wanted it out my apartment. No one ever called back to schedule a pick up. Then I received a bill in the mail for the oxygen because I was in possession of it. I called the company to fight this charge because I was not using the oxygen and I had called multiple times and spoke with someone, not just left a message, and was told they'd call me back to schedule a pick up and never did. I thought I had worked this issue through with their leadership team and expected the charge to go away--two months ago September 2024, I had this charge go to a collection agency. So I reached out to inquire what was going on, the collection agency pointed me back to Rotech and I spoke to them yesterday November 6, 2024 to ask why this was happening. They have no notes in their system about my situation, about me calling to schedule a pick up or speaking to a manager to get these charges taken care of. To preserve my credit, I went ahead and paid the amount yesterday, but I requested a call from a member of management. Maybe they will call, but I highly doubt it based on their history of not returning my calls. I should not be responsible for these charges and would like a formal complaint filed against this company. This is a horrible business practice--charging people for holding equipment that they fail to pick up. The company is at fault for dropping the ball on this issue, and I should not be the one liable to make a payment due to them not heeding my request to pick up their equipment. I would like restitution and if this was sent to collections it would've impacted my credit, I would like that retracted and resolved as well.
Business Response
Date: 11/20/2024
Management has reached out to the complainant, but was unable to speak with them. Please have the complainant contact ***, the manager, at ************.
Customer Answer
Date: 11/20/2024

Complaint: 22525231

I am rejecting this response because: *** called me this morning 11/20/2024 around 9:48 and I missed her call due to working. I called back at 2:25 when I was able to take a break and was unable to connect with her. I did leave a response asking for a call back after 4 PM when I am off duty and available to speak. Not rejecting the attempt to call me back, just stating that we both attempted to connect with each other and now I'm awaiting a call from *** again.

Sincerely,

****** ******
Business Response
Date: 11/27/2024
Management will be reaching out to the complainant to schedule a better time to discuss their submission.
Customer Answer
Date: 12/02/2024

Complaint: 22525231

I am rejecting this response because: I would like to speak with Rotech prior to closing out this case. *** did attempt to call me last Wednesday after 4 PM as requested (for a call after 4 PM on weekdays) however, I was unconscious and having knee surgery performed at the time. *** then e-mailed me, and I responded with additional information and a request for a call today 12/2/2024. Hopefully I will hear back, but I have attached our correspondence for reference.

Sincerely,

****** ******
Business Response
Date: 12/05/2024
Management is working with the complainant to assist. A communication plan has been put in place.
Customer Answer
Date: 12/05/2024

Complaint: 22525231

I am rejecting this response because: I am happy with the conversation I had with *** ********** recently. She is working on adjusting the billing on my account from 10/15/2022 - 4/15/2023. I do not have a final resolution as of just yet, but once a final resolution is received I would be happy to close this case--but I would like to get this across the finish line before closing the claim.

Sincerely,

****** ******
Initial Complaint
Date:10/25/2024
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.
EDIT: I encourage any former or current customers to contact their insurer regarding payments to SleepCentral/Rotech re: if you have been texted multiple times a month with a "You have a balance of $..... with Rotech Healthcare. Please make a payment on our New Patient Portal **************************************** or contact your Financial Advocate at ************." According to my representative this has been a practice with Rotech, a form of "billing multiple parties" which is considered fraud when billing multiple insurers but technically not when spamming customers while billing insurers. Unfortunately, like most scams, this targets the elderly and their families who try to do the right thing and pay assuming this is a good faith effort.
Business Response
Date: 11/05/2024
As we can not speak regarding a potential account on a public forum, please have the complainant submit any concerns to ***********************************************************.
Regarding the billing of any patient's account, ********************** bills as any other provider would, to a patient's insurance that was provided. Depending on what the insurance plan states upon initial verification, the upfront balance due for a patient could differ. As with any insurance and product or service, insurance's payment is not guaranteed until processing. A patient would only be billed the amount their insurance is dictating to Rotech Healthcare.
If a patient is disputing their balance due, we recommend two things. 1: Please check with your insurance carrier on specific coverage. 2. Please contact our *************************** to discuss the charges on account. Their phone number is ************.
Initial Complaint
Date:10/25/2024
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.
Delivered a bed took the motor to my hospital bed and I cannot use it. It was delivered by (Rotech Medical Supply company). I had a stroke and have Spinal cord injuries badly. I needs another motor to use my bed. Be blessed.
Business Response
Date: 11/11/2024
Management was able to make contact with the complainant and will assist.
Initial Complaint
Date:10/23/2024
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.
I sent in a website request to set up an account to start getting CPAP resupplies. The company never reached out to me to confirm what CPAP machine I had or the type of supplies (like facemasks) I needed. Instead they just sent me random supplies that do not work with my machine. The invoice with the order stated to reach out to ******************************** for an RMA request. I never received a reply. On calling the company, I was denied an *** because they said I had placed the order. I was told I would have to pay a restocking fee if I wanted to return them. The employee would not let me speak to another company repetitive to try and resolve the issue. He would only take my number for a callback. I feel like Rotech is trying to scam me by taking my insurance information, sending supplies without confirming what I need, and then making me pay a restocking fee. Patient ID: ******* Ticket ID: ******** Order ID: ******* Date: 10/16/2024 Sleep Central Rotech Healthcare ****************************************** ************ ********************* ********************************
Business Response
Date: 11/01/2024
A representative with ************* has been in contact with the complainant to further assist.
Initial Complaint
Date:10/19/2024
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.
They keep trying to charge me for supplies that they've admitted themselves is covered under my insurance. My CPAP machine needs to be replaced and my supplies are around a year old when they should be replaced every few months. They refuse to send me any supplies. This is affecting the treatment for my sleep apnea. I would like my machine replaced and supplies to be sent so that I can continue treatment that I require every night. Without this, my health and quality of life are at serious risk. It is starting to get to the point where I may need to seek legal representation.
Business Response
Date: 11/01/2024
A Rotech representative has been in contact with the complainant to further assist.
Customer Answer
Date: 11/02/2024

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.
I am concerned that something like this may happen again, but they did clear my account which I was told will allow me to move forward to get supplies , which should be on order from my pulmonologist. If this is not the case, I will update.

Sincerely,

***** *******
Initial Complaint
Date:10/17/2024
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.
Harassment about a bill I do not owe on. They overdrew my bank account without my permission. ******** and ******** are the ins in question. I have spoke to countless people on this and no call back nor resolution.
Business Response
Date: 10/24/2024
This submission has been reviewed and a *************************** representative has reached out to the complainant to assist further.
Initial Complaint
Date:10/11/2024
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.
My son received Oxygen supplies when he was discharged from the *** in April this year. His pediatrician had us change to a different supplier shortly after, so we only had this company service us for a month. (It took them 2-3 months to pick up the equipment after telling me about 3 times that someone would be out but never actually did) I continue to get billed by them for an increased amount than I was initially billed (and paid). I've called them numerous times to understand why I am getting billed. In August they told me that my health insurer denied coverage, so they sent the bill to me. I have been insured without a lapse for close to 10 years. When I called my health insurer, they advised they never received the bill from Rotech. I called Rotech back to explain that to them, and to confirm that they also have the secondary insurance information. I was told that they would resubmit the request. I was also transferred to the local office who said they would look into the issue as well. I still received bills and when I called again (now Oct) it would appear that the bill was never resubmitted to the health carrier. It's really frustrating to be told that I have no health insurance, when it's obvious they've never properly submitted this claim to keep billing me. I would like the bill readjusted ASAP. I should owe nothing as I have already paid my out of pocket.
Business Response
Date: 10/16/2024
A representative from Rotech Healthcare's *************************** (***) has been in contact with the complainant to assist further. For further updates, please have the complainant contact the *** at ************.
Customer Answer
Date: 10/16/2024

Complaint: 22412038

I am rejecting this response because:
No one from Rotech has called me since I last spoke to them (call initiated by me), and to date, my bill has not been adjusted.

Sincerely,

******* *****
Business Response
Date: 10/24/2024
We are unable to discuss personal information on a public forum. As stated before, please have the complainant contact Rotech Healthcare's *************************** for any updates. Their phone number is ************.
Customer Answer
Date: 10/30/2024

Complaint: 22412038

I am rejecting this response because:
Ive contacted Rotech several times with no resolution. Them asking that Incontact them to discuss is simply an attempt to avoid resolving my complaint.

Sincerely,

******* *****
Business Response
Date: 11/01/2024
As stated before, we can not discuss potential accounts on a public forum. That has to do with the safety and protection of a potential patient's personal information. We have asked the complainant to contact our **************************** so they can get answers to any questions that may still remain or check for any type of update on account changes that may have already been discussed. The contact attempt we are requesting has nothing to do with avoiding one's attempt to correct an account.
Initial Complaint
Date:10/11/2024
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.
On 2018 I was placed on a cpap machine and this company helped with setting me up, and supplies. I paid for that stuff the day I got my machine. Less than a month after, that I received a big of supplies that had already been giving to me. I was 164 dollars of stuff I already had. I took them back to the business and advised them I did not order the stuff. The lady at the counter stated that I had to pay for them. I told her I resued them and turned in all my equipment and they are still to this day charging me 164 dollars for equipment that they used.
Business Response
Date: 10/17/2024
As we can not speak on a public forum regarding specifics, please have the complainant send any documents, details and proof of supply return to *************************************** for further review.
Initial Complaint
Date:10/11/2024
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.
My problem is you have a driver who on 10/10/24 got off highway 85 at the ************ exit his light was red because our light had been green for a bit seems like somebody hauling oxygen would be a little more careful he ran straight through the red light pulled right out in front of the coming traffic
Business Response
Date: 10/16/2024
This submission has been reviewed and addressed.
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22410029, and find that this resolution is satisfactory to me.

Sincerely,

Danny Ward
Initial Complaint
Date:10/09/2024
Type:Delivery 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 was hospitalized in October 2023 for 8 days. During the stay oxygen was ordered by ********* discharge it was deemed I did not need the oxygen and it had not been delivered by discharge date. The oxygen was delivered to the hospital after I was discharged and the hospital returned tank and cartridge. In June of 2024 I received a bill dated from 2/26/24 to 5/26/24 for the tank and cartridge. I called my insurance and we spoke to a Rotech agent on 3 way and explained I never received any tank or cartridge. The agent said I did receive it delivered to my address. When asked to verify the address it was sent to he stayed my current home address in october 2023. When I told him that it was not possible because I moved to my current home address on Feb 25th 2024 he hung up on the call. I then spoke to someone in escalation from my insurance and filed a grievance for fraudulent claim to insurance. I also contacted the hospital and they researched and verified the tank and cartridge were in fact delivered to the hospital after I was discharged and they returned the equipment. They hospital ***resentative called Rotech Corporateboffice and verified the information. I received 2 more calls from Rotech stating I needed to pay the bill. On the 2nd call the Rotech *** stated it was taken care of once I gave them all the information. On 10/ 5/2024 I received a letter of ***osition from Rotech for the equipment. Once again I called my insurance and we did a 3way call to resolve the issue. The Rotech agents that we spoke to stated I don't have a bill but they can't verify the equipment was returned. When asked why I was receiving a letter from their lawyers they stated we needed to take it up with the local office. The number we called was for the local office. I should not be harassed any further for equipment I don't have and never received. Just a bill for $3,189.00
Business Response
Date: 10/16/2024
As we can not speak to specifics on a public forum, please have the complainant contact our *************************** for an update. Their phone number is ************.
Customer Answer
Date: 10/16/2024
I spoke with a representative from Rotech at the number provided in the company response and was assured that the account had been updated to reflect no charges and to disregard any correspondence concerning outstanding payment or equipment return. I am satisfied with this outcome.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Rotech Healthcare Inc. is NOT a BBB Accredited Business.