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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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:10/07/2024
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.
9/13/24 Rotech delivered a ****** to me, they contacted me a couple days earlier (from my doctor I guess) stating I had a $20 co pay for the ****** and I just needed to be here to pay it when it was delivered. I paid $19.20 when they dropped it off, I thought that was it. 10/6/2024 I received a bill from them for another $59.80, I tried calling to explain and was told it was their mistake and that my insurance didn't pay anything for the ****** but that I still owed them the $59.80. My issue is I would have never agreed to that, I could have ordered the ****** on ****** for $35 and not have had to be here for delivery. My concern is how many people are they doing this to? I have attached all the documents for review, thank you for any help.
Business Response
Date: 10/08/2024
As this is a public forum, we can speak provide any specifics on a potential account. We do recommend that the complainant contact their insurance company regarding questions they have about coverage. As Rotech Healthcare is only the supplier, coverage and payment schedules are set by each insurance plan/company.
Customer Answer
Date: 10/11/2024

Complaint: 22389735

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:09/30/2024
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 underwent testing for sleep apnea in March of 2024. I was found to have moderate *********************** and was prescribed a CPAP machine. I received this machine and started using it in I believe April. I never received a bill until I was due a couple payments and then only received a text that said I owed money. I called and inquired why I owed money and was told I was in effect renting the machine. I asked for a statement and to date have only received two emails with a balance and nothing more. No identification number, no explanation, just an amount. But I get texts that say I owe money and I pay. I got a bag in July of a new hose, two masks, filters, and assumed they were just sending updated supplies for a machine Im paying to rent. I got a bill for $50 and was told I owed a couple months because I wasnt getting bills still. I paid these even though Im on social security only. I received another package this month with two more masks, a hose, filters, and a reservoir. I opened and changed and again thought this was maintenance supplies for a machine I was renting. I got a text that says I owe $50. I got an email that says heres your statement with $50. Nothing more. I called the company and was told when I signed up that I was informed I was renting (I do not think I was told that) and that I was signed up for VIP shipments (I had no idea I signed up for that either) and I said how many masks do you need??? I didnt order these and I didnt know I was being billed for them and I dont think their paperwork is very informative. I asked today for a copy of the papers I supposedly signed that said I agreed to VIP shipments as I had not heard of that nor was I aware of what that was. They said theyd send. They did not. They did send a copy of my statement. Only when I asked for it. Im asking that these $50 charges be refunded or removed as I was not informed or even aware I was signing for these. I did ask to be removed from the VIP now.
Customer Answer
Date: 10/02/2024
I received the electronically signed agreement from Rotech after speaking with a supervisor for the second time. As you can see, the only boxes you are given a chance to check are verification that you can view the available videos, and that you have read instructions. Then there is the VIP section instructing that you are enrolled apparently without any option to check to enroll or not enroll. This is coercion at best to cost more money. It even states above in the document that you can order your supplies. Im on a limited fixed income. I cannot nor do I think I should have to pay for something I unwillingly automatically was ordered. Please help so my credit is not ruined for $50. She says you could have not opened. I saw who it was from and thought it was maintenance parts for my rental equipment. This is wrong.
Business Response
Date: 10/10/2024
Management has reached out to the complainant to further assist.
Customer Answer
Date: 10/16/2024

Complaint: 22357723

I am rejecting this response because:
I received the electronically signed agreement from Rotech after speaking with a supervisor for the second time. As you can see, the only boxes you are given a chance to check are verification that you can view the available videos, and that you have read instructions. Then there is the VIP section instructing that you are enrolled apparently without any option to check to enroll or not enroll. This is coercion at best to cost more money. It even states above in the document that you can order your supplies. Im on a limited fixed income. I cannot nor do I think I should have to pay for something I unwillingly automatically was ordered. Please help so my credit is not ruined for $50. She says you could have not opened. I saw who it was from and thought it was maintenance parts for my rental equipment. This is wrong.

Sincerely,

******* *****
Business Response
Date: 10/16/2024
We can not speak to specifics for the complainant but we can confirm that the paperwork that is sent for the set up of equipment states:
"With the delivery of a PAP device, you are automatically enrolled in our PAP Resupply Program through Sleep Central"
and
"Participation in our PAP Resupply Program is voluntary. You may discontinue membership at anytime, with a 30-day advance notice of your next shipment, by contacting Sleep central at ************ or *************************************."
The complainant attached a screenshot of this in their last correspondence. Equipment is not sent out unless this document is completed, meaning this verbiage has been read and acknowledged.
Customer Answer
Date: 10/17/2024

Complaint: 22357723

I am rejecting this response because:
If you look at the electronically signed form it gives you options to accept/reject things but no option to reject their automatic VIP delivery feature. I was not aware I was enrolled in this nor that I was charged for things I did not order.
secondly , I was toodles that on the packaging there were sections that if you did not want the shipment to not open and return NOWHERE does it say this on the shipping containers

I believe it is unreasonable to send things not ordered then tell you you owe for them without receiving bills, or without enrolling voluntarily WITH my knowledge. I had no conversations with anyone. Just told to sign, got the unit, told to watch a video and youre on your own.
Im asking to be excused from the $50 for equipment I DID NOT KNOWINGLY ORDER I live on Social Security alone and dont need an unnecessary bill on top of everything else today

Sincerely,

******* *****
Business Response
Date: 11/01/2024
************************ has made contact with the complainant to further assist.
Initial Complaint
Date:09/24/2024
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.
I have a CPAP machine from Rotech. I previously ordered supplies for it through them. I quit ordering supplies after some time because it was cheaper on ******. On 2/15/2024 I had a zero balance per Rotech. I haven't ordered anything since near the end of 2023. I got a statement on 9/14/2024 asking for $102.67 on a charge from 11/23/2022. I looked at the deductible and eob on my insurance, their numbers don't look right to me. I believe I'm being billed for a debt I already paid. I have several attached photos for your reference.
Business Response
Date: 10/06/2024
This submission has been reviewed and addressed. Please have the complainant contact our *************************** for further assistance. Their contact number is ************.
Customer Answer
Date: 10/07/2024

Complaint: 22328365

I am rejecting this response because:
(Copied and pasted my email to them

I managed to download from the website some statements:
4/14/23
5/14/23
6/14/23
7/14/23
On all of them there's a sentence:
All payments are automatically applied to your oldest open balance.
What's not on any of them is the 11/23/22 debt.
Even on my insurance EOB, the charges on it don't match what they have down.

Sincerely,

****** *******
Business Response
Date: 10/24/2024
As we are unable to discuss personal information on a public forum, please have the complainant contact our *************************** for further assistance. Their contact number is ************.
Initial Complaint
Date:09/19/2024
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 had multiple problems with Rotech in 3 years. I'm not getting any resolution, and the Regional Manager is not responding. The info is below.
Business Response
Date: 09/23/2024
As this is a public forum, we are unable to share any specifics in relation to submission. Management has reached out to the complainant to assist further.
Customer Answer
Date: 09/25/2024

Complaint: 22311882

I am rejecting this response because:
Given the ongoing issues I have had with Rotech I would seek to have all equipment paid in full. Since the beginning this has been handled poorly, and I have had to suffer those mishandled issues. It was against my rights to harrass me when providing my insurance information back in 2022-2023. I did so multiple times only to be called many more, and even called from your collections. Please inform me how unsettling you would feel if random employees came to your home and tried to enter? There was a police report filed that day, I have video footage of that incident, and I never even spoke to this branch about any home visits, ever! Your regional manager did not address this issue, and I'm very upset that my home was nearly entered by a stranger unannounced (twice).

Sincerely,

***** ***********
Business Response
Date: 09/27/2024
The Area Manager, ******, emailed the complainant to further assist. She has not heard back. Please have the complainant contact ******.
Customer Answer
Date: 10/03/2024

Complaint: 22311882

I am rejecting this response because:

Sincerely,

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

I find the way this is being handled absolutely unacceptable. Is your Area Manager in charge of all operations as well?With a matter like this, I would think corporate would want to get out in front and handle a complaint of this magnitude. I can see, I may have to take further action in resolving such a matter given the lack of response and unwillingness to admit error on your end. I have been harrassed, lied to, and my family's sense of security at home has been violated due to your companys inability to communicate with your customer. I have been cordial up until this point, and have only asked for what I'm owed. Nothing more. I can be reached after 130pm as I do work 3rd shift.
Business Response
Date: 11/01/2024
This submission has been elevated to a corporate representative to review and reach out to the complainant.
Initial Complaint
Date:09/19/2024
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.
Ive been dealing with Rotech for about 6 months regarding their billing for **** supplies that I bought from them. I have called them 6 times regarding my complaint. I was paid in full until I began receiving bills for an additional $106.67 that showed up on my statements. At first when I called about this, the representative told me to ignore the statement and she would take care of it (three times). They then added $38.72 to the bill, which I had already paid on 8/6/24. I have all of my EOBs from ********* and the $106.67 was never billed to ******** from Rotech. I have asked for an itemized statement from them, which they have never sent. The last time I called them, they said they would send me an itemized billing statement. What I got was a one line statement that showed I made a payment on 8/6/24 of $38.62. The last statement I received in September showed $1.10 ***** days out, $***** ***** days out (1.10 +***** = $38.62, which I paid on 8/6/24), and the mysterious $106.67 90+ days out. Their statements are not itemized, so I dont know what it is they are billing me for. Now they are threatening to sent the past due to collections, but I believe they are trying to scare me into paying for something they cannot and will not justify.
Business Response
Date: 10/02/2024
A member with Rotech Healthcare's *************************** has been in contact with the complainant to further assist.
Customer Answer
Date: 10/03/2024

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.

Sincerely,

******* ***
Initial Complaint
Date:09/13/2024
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.
My **. ******* an heavy duty mobility scooter through **************** an Humana for outdoor an indoors they sent me a 300 pound max weight the pride go go elite an the weight is 200 plus scooter they say its for 400 lbs and is not the heavenward weight on line is the pride go go elite plus and it is for 325 lbs max they are not giving people what ** orders give u what they want an tell people to deal with it needs to be stopped for insurance an Medicade reasons an people get whats ordered for the right reason its ashamed disability people has to fight every day of there life for whats right so tired of gov. *** big corps.away with it shame shame
Business Response
Date: 09/23/2024
Management has been in contact with the complainant to further assist.

Customer Answer
Date: 09/25/2024
Thank u bbb on helping me get what I Was suppose to get roteck made it right
Customer Answer
Date: 10/02/2024

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. Thank u bbb on helping me get what I Was suppose to get roteck made it right

Sincerely,

**** ******
Initial Complaint
Date:09/12/2024
Type:Product 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 received my CPAP machine in May of this year. For the last month or so, it has been turning itself off during the night, waking me up. I have contacted this company three times: First time (last Thursday) there was no one in the office (Shawnee, **) who could help but was told that **** would call me the following day (Friday). I received a text/voicemail on Friday evening from **** saying that she would be out of the office on Monday but would call me on Tuesday. I didn't receive a call, so contacted Rotech on Wednesday for the second time and explained AGAIN the problem I was having. I'm not sure where he was located but he told me he could find NO RECORD that I was to get a call back. He assured me that he would have someone call me THAT AFTERNOON, which didn't happen. I called again this afternoon and spoke to "Daisy". She also assured me that I would get a call back. For some reason, I am never able to speak to someone while I am on the line. It's always "they will call you." I don't live near a Rotech store so I'm not going to drive there and hope that there is someone in the office who can help me. Why don't your employees in the stores know how to answer questions, and why are their work schedules so erratic? Extremely unprofessional! Sorry my insurance company uses them as a provider.
Business Response
Date: 09/19/2024
Management has reached out to the complainant to further assist.
Customer Answer
Date: 09/25/2024
**** at the ************** reached out to me and made an appointment for me to bring my machine in. I met with her yesterday and she was most helpful. She got my machine set to the correct settings (when I picked my machine up at the ***** store they were not correct.) She also helped me with getting the correct mask size for my face as well as a mask that is more comfortable. She did an excellent job and I will return to the Shawnee store in the future should I need any assistance. Kudos to **** on a job WELL DONE!!!
Customer Answer
Date: 10/02/2024

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. **** at the ************** reached out to me and made an appointment for me to bring my machine in. I met with her yesterday and she was most helpful. She got my machine set to the correct settings (when I picked my machine up at the ***** store they were not correct.) She also helped me with getting the correct mask size for my face as well as a mask that is more comfortable. She did an excellent job and I will return to the Shawnee store in the future should I need any assistance. Kudos to **** on a job WELL DONE!!!

Sincerely,

***** ****
Initial Complaint
Date:09/10/2024
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 has been an absolute nightmare since the first day. Their billing practices are predatory and fraudulent. I was told during my initial phone call with them in Sept of 2023 I would be charged $27 a month for 10 months, that's $270 total. In December, I received a bill for over $500 basically twice what I was told I would be billed. So instead of $270 over 10 months I was billed well over $500 in 4 months. Then early the following year began receiving overdue balance bills in the mail all while trying to get ahold of someone at Rotech who could explain why I received that large bill. I began chipping away at the amount due in March once I realized Rotech was not going to give me a straight answer. In May, I owed $199 and tried to log on to pay the remainder and was locked out of my account because they decided they wanted to do some portal upgrade. I have emailed and called this company repeatedly trying to get someone to fix my account or send me a secured link with the proper amount to pay it off. I have been hung up on, on several different occasions, requested a callback from a supervisor or manager that never happened, received a secured link that said I owed $0. This mess continued from the end of May through today (Sept 10th 2024.) I finally received an email back from a ***** S that stated "After review of the account, the account shows in collections for $ ****** and there's a balance also due listed of $ ***** that was not sent to collections "So because they locked me out of my account, hung up on me on more than one occasion, would respond with nothing helpful via email, not return phone calls when asking for a manager my account went to collections. I have received NO new equiptment for a year (since the initial equiptment was given to me) and now they randomly bill me for $*****. I have a statement from May saying my balance was $199 and ABSOLUTELY NOTHING HAS CHANGED no new equipment no nothing. This company uses predatory practices and lies.
Business Response
Date: 09/19/2024
A member from our *************************** (***) has attempted but was unable to make contact with the complainant. Please have the complainant contact Supervisor ****** H with PAD for further assistance. PAD's phone number is ************.
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising 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 August 29 I called and paid the balance due and requested to be added to delivery of etanks on sept 5. Because they only come this way on Thursdays they say. Today at 3 I had never heard from them so I called. I was told they had a driver out and nobody to deliver. I explained we were almost out and have ** visit tomorrow and 3 next week. ** used continuously. She asked if visit tomorrow was in ***********. Yes. So then I am told to load the tanks in my vehicle and drive them up there. That we will have some ready for you i am my husbands caregiver and in bad health myself at 65 yr old. I told her this. That I had difficulty just loading his to go and one extra I am sorry is all I get. This has been ongoing problems with oxygen before. Since January 2022 *** we cant switch provider until 2027.
Business Response
Date: 09/19/2024
Management attempted and was unable to make contact with the complainant. Please have them contact the Location Manager, *** at ************.
Initial Complaint
Date:09/04/2024
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 a bill from this company, which is totally fine. I tried to reach out over 5 times, and asked to speak to a supervision. When the Supervisor ****** returned my phone call, she asked me to return her call at the same, general customer services number, where they will not allow you to speak with a supervisors. How can an issue be resolved in they are not providing proper contact information,. The company has been so rude, and unorganized. a second issue I scheduled an appointment with them for 3:30 pm, and they arrived at 11:50 am. They are rude, they don't listen, they don't help, and they don't care to resolve issues. Prior to using their services, no fees, or anything was explained to me.
Business Response
Date: 09/11/2024
Supervisors from Rotech Healthcare's *************************** (***) have attempted to contact the complainant on 9/3 and 9/6 but were unable to speak with them. Should the complainant have any further questions regarding their submission, please contact the ************** at ************.

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.