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1.2 82 Reviews

Rotech Healthcare Complaints Summary

4 Resolved
78 Unresolved
Our verdict: If considering services from Rotech Healthcare with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Rotech Healthcare reviews & complaints 82

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K
4:51 am EDT

Rotech Healthcare Billing

The billing process is so confusing that it appears to be purposefully confusing. I just received a bill for equipment that Rotech said that it sent to me over six months ago. I have no record of receiving the CPAP Supplies and the total part of the bill that is not expected is over $550.

Desired outcome: I want honest billing. It is not honest to bill someone over six months afterwards and then expect them to defend themselves on items that are now six months old.

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R
2:41 pm EDT

Rotech Healthcare Waiting for ordered CPAP mask over 3 months then lied to over the phone

Back in early February, I went into Tyler tx office to be fitted with CPAP mask. The best one to choose from wasn't in my size but the tech, Forrest said he'd order it and let me know when it came in. Each month I called asking if it's available yet. Even sent my daughter in to ask the tech. The last call in April, I spoke to phone receptionist, ( I think he said his name was Kerabu) he guessed that it must have been given to someone else and he'd reorder it. Called again today and the same phone receptionist said I had missed an appointment, then said he told my daughter months ago when she came in it was there. Lied repeatedly and blamed me. I have never heard anything like the ignorant lies he kept saying. I let my Drs office know I still haven't received my unit and of the horrible service the Tyler office provided me as well as the unbelievable lies the phone person began spouting at me like it was my fault.
It felt like a gut punching prank toward a disabled client.

Desired outcome: Somebody from the head office call that office and see first hand how they ( Rep Kerabu) treat customers and fill the reception post with a helpful, honest and reliable person.

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9:29 am EDT

Rotech Healthcare Oxygen machine was faulty

I was using the oxygen machine but after a few days of using it the back of the machine got hot and it burned me. Every since I was burned I've been having terrible headaches and not to mention a burn scar. I'm getting over Covid now I have this to deal with. I might seek the advice of an attorney

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4:25 pm EDT

Rotech Healthcare Oxygen

I wish I could give them a negative 10 stars. They are profiteers of the COVID sickness. November 13th I tested positive for COVID, I went to Doctors out side the Box and they were great. I needed oxygen for 1 day and the doctors wrote a prescription for it (they had to write it for 2 months for some reason but they said it could be cancelled with no charge). After about 2 weeks I had fully recovered. So I called Rotech to come and get the oxygen machine. They said that Doc's outside the Box would have to cancel. So I promptly called them and they faxed the order to cancel. I waited a few days and Rotech never got back to me. So I called again, they said they did not get the fax, so I called Doc's outside the Box, they faxed again. A couple of days still no answer, so I called Rotech again. Once again, they said they did not get it. So I called Doc's outside the Box and they called them, they told me it took 30 minutes to get them to cancel the order. The only problem was by that time Rotech was able to charge me another $133.00. If you need medical appliances tell your doctor not to get it from Rotech, they will rip you off.

Desired outcome: I have paid for 1 month after using 1 day, the second month needs to be cancelled as it is their fault.

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D
11:51 am EDT

Rotech Healthcare Charging both my wife and I for Nebulizer Rental fees, while they have already received equipment.

My wife and i rented equipment when we got sick with COVID-19 back on 11-23-2019. My wife returned all the equipment in Mid December. Rotech pickup my equipment at home 0n [protected]. Subsequently, they are saying for both of us that we never returned the Nab and Nab supplies Equipment. They charging rental fees for both my wife and myself. for the Nebulizer we never used and they have received. When they pickup my stuff, they signed the paper work but, i didn't notice that it did include the Nebulizer on the paperwork. I believe this is a scam from word go. I know there are other people getting charged. My email address is [protected]@cpsenergy.com

Danny Velasquez.

Desired outcome: I want people to know what is happening.

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8:48 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Rotech Healthcare Absolute lack of response to correct situation of failure of their oxygen concentrator

On 3/1 just after noon the oxygen concentrator provided by Rotech medical supply under contract with the Tucson VA failed. I called Rotech and they said they would send a tech out with a replacement about 5 pm. No one showed up. I attempted to call then about 6:30 that evening but was unable to get through their switch board as the phone kept disconnecting

I called them again in the morning at about 0815 and was promised that someone would be there before noon. This did not happen

So I called back at 1 pm and was promised that a tech would be there before 3 pm. Which did not happen

Then they promised that the tech would be their by 4:45. again this did not happen

I called again At 5:30 pm and got their after hours switch board someone named "Shelby". who was very rude but said someone would call me ... this did not happen

So I called back at 6:10pm. And spoke to "sandy" who promised to call a technician who would call me soon

In all cases I ensured that they have my phone number and my address which they confirmed

I currently do not have enough bottles of oxygen to last to tomorrow and will have to go to the VA by ambulance as I currently do not have a car available for transportation

Desired outcome: Fixing or exchanging my oxygen concentrator

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Update by BruceM2
Mar 02, 2021 9:29 pm EST

At 7:05 pm Michael arrived with a replacement oxygen concentrator. He was both polite and helpful. He replaced used oxygen tanks with new tanks and ensured that everything was working correctly. I must say my anxiety is much lower once he fixed the situation.. however I still do not understand why it took 31 hours to respond and resolve a problem that is supposed to be dealt with in under 6 hours

Update by BruceM2
Mar 02, 2021 8:49 pm EST

As of yet I have not gotten a call from their tech. At 6:48 pm

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T
12:43 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Rotech Healthcare has left an official reply on this complaint.

Rotech Healthcare cpap inproper billing

IN 2019 began using a CPAP machine contracted through ROTECH and home health services. Things were fine and billing properly until January 2020 when I changed insurance companies. I contact Rotech about the change, provided the info and the rest has been a nightmare. Every month they have billed the secondary Insurance as the Primary with claims being rejected. The Secondary insurance has explained they are NOT the primary. I have made call after call after call providing them with with the Primary insurance information. We are now into July and they have not made one claim since January to the Primary insurance. I continued to call to speak with several representative who advise they have fixed issue, repeat my correct info back to me and advise the issue is resolved.

Jan. 2020 I provided my new insurance information to Rotech on the back of the billing statement and returned to Rotech, Aetna primary insurance

Feb. 2020 I provided the insurance information again to Rotech on the back of the billing statement and returned it to Rotech, Aetna primary insurance

March 2020 still receiving bills but not seeing any claims being submitted to the insurance (Aetna) I called and was advised by the representative that I hadn't done my job by providing the information and these issues were my fault. Which i have done REPEATEDLY

April 2020 Still receiving bills, made another call to Rotech, spoke to another individual to again took the insurance information Aetna being primary and Humana being the secondary

May 2020 Received a home visit from an individual to physically take my machine
May 2020 Spoke to atleast 3 additional individuals provided the insurance information again
June 2020 received letter threatening to charge me 1300 for the equipment or send it back

June 2020 spoke to representative who advised Aetna is denying the claims however, she noted we didn't have Aetna until April 2020. Corrected that misinformation we had Aetna since Jan 2020

June 2020 Called Aetna to find out why the claims are being denied even though i do not see any denied claims online. Aetna has advised NO Claims have been submitted by either Rotech or Home Medical Systems.

I finally thought I had reached someone who would do something and fix it. I spoke with Laura at billing on 6/26 and she advised she had zeroed out the balance and contacted the Local department so no one would pick up the equipment. She explained they would re-bill the charges from January using the correct Primary insurance. Today we received another threatening letter advising us we would owe 1400 and face repossession of the property and other legal fees for not following the contracted agreement. The letter advised we hadn't paid any bills or provided proper insurance information and we needed to call to have someone pick up the equipment to avoid charges. We have decided to end this nightmare and return the equipment. Someone needs to investigate this company for its horrible service and improper billing practices. When a person has insurance they are suppose to submit claims to the insurance company for payment and tell you what the amount is you owe. However, they began telling us what we owed each month WITHOUT even billing the insurance. It seems to me that this is extortion as a practice of threats to get more money from the consumer than what is allowed by the insurance company. Im sure this fight will continue with Rotech since they have proven to be unscrupulous. Please steer clear of the company to avoid unnecessary billing nightmares.

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L
7:52 am EST

Rotech Healthcare max heart drive, murray, ky 42071

Sleep apnea dream where full face mask. Since initially being given equipment for sleep apnea, I have repeatedly requested that the mask etc. be given to me in a size small. Rotech constantly sendMe a medium. I've spoken to them on the phone about this I've texted to no avail . once again I've opened the supplies to change out my mask and find that I've been sent a size medium. Mediums do not fit properly and Lee care. They will not give me credit even if I return the wrong product. Last time I was charged $40 To replace for the correct mask. They are wasting their money and mine and my insurance company funds!

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Update by Lynn C Tessler
Jan 18, 2020 7:53 am EST

Entered the phone number incorrectly. Phone number is [protected]

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B
2:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Rotech Healthcare service to the oxygen machines

I have been issues that I called several times and they talling that we are scheduled for then to come to the house to service the oxygen machines and here we stay waiting for Gene to show, and he does show and does not call to let us know that will not be able to make it. When I call to see what happend April always tell me "he did not make and I say no, I will talk to him like before christmas I called and she said that if I was going to be home on the 27th of Dec and I said yes. She told me that I would be the first one that she would make sure that he made it and she also told me that she would call me that day, but she never did,"I had called two times before and it was that 17teen of dec and nov of 2019. I still to this day I have not seen Gene Jaramillo and also I have not spoken to April.

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R
8:58 am EDT

Rotech Healthcare cpap supplies

I give both company compliments as well as complaints. I always pay bills owed promptly.
Rotech sends not needed products with no returns (3 day return Policy), then sends a bill 5 months afterwards. I was a CPAP customer of Rotech Healthcare Inc, for about a month. They were not nice to talk to on the phone and very pushy. I ordered my routine CPAP supplies, and received products that I could not use. I don't even remember ordering these of concern. They have a '3 day return policy' and would not take the unopened, not needed products back. 5 months later, I received a bill from Rotech stating I own them $89.25 as a "co-payment". I offered to return new products and this is not an option. I now keep getting bills and threats from Rotech for what I do not owe. My word against their word conversations goes back and forth. With my insurances, I have never paid a "co-pay" for CPAP supplies in my past 7 years of me being a CPAP patient. My prior and current suppliers are wonderful to work with, but not Rotech. I believe Rotech is dishonest, unfair, non-debatable and just want to gouge us seniors. No concerns for us older folks. Send unauthorized supplies. I am not used to being treated as Rotech has treated me and will not stand for it. I would like to return all of my brand new, unopened product to Rotech.
After being repeatedly bullied by Rotech, I gave in and paid them. I feel I just got ripped off by Rotech.
Consider this a warning to anyone thinking of doing business with Rotech!

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Update by RecP
Oct 05, 2019 8:59 am EDT

Add a Comment
I give both company compliments as well as complaints. I always pay bills owed promptly.
Rotech sends not needed products with no returns (3 day return Policy), then sends a bill 5 months afterwards. I was a CPAP customer of Rotech Healthcare Inc, for about a month. They were not nice to talk to on the phone and very pushy. I ordered my routine CPAP supplies, and received products that I could not use. I don't even remember ordering these of concern. They have a '3 day return policy' and would not take the unopened, not needed products back. 5 months later, I received a bill from Rotech stating I own them $89.25 as a "co-payment". I offered to return new products and this is not an option. I now keep getting bills and threats from Rotech for what I do not owe. My word against their word conversations goes back and forth. With my insurances, I have never paid a "co-pay" for CPAP supplies in my past 7 years of me being a CPAP patient. My prior and current suppliers are wonderful to work with, but not Rotech. I believe Rotech is dishonest, unfair, non-debatable and just want to gouge us seniors. No concerns for us older folks. Send unauthorized supplies. I am not used to being treated as Rotech has treated me and will not stand for it. I would like to return all of my brand new, unopened product to Rotech.
After being repeatedly bullied by Rotech, I gave in and paid them. I feel I just got ripped off by Rotech.
Consider this a warning to anyone thinking of doing business with Rotech!

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G
10:50 pm EDT

Rotech Healthcare cpap supply

Have recurring refill of my CPAP supply and always pay the bill. This time I checked my UHC online account and happened to see my Rotech supply claim and the Copay amount was less on this statement then on the text message from Rotech. Looked for the bill on the Rotech app and saw they had given me credit and even with credit the amount was $28.50 here and $19.80 on UHC. I then discovered that during the 2 years I have used Rotech they have charged 20% instead of the correct 10% Copay. I called and they could not understand why I was complaining, they had billed correct in their opinion. I then called UHC and they confirmed that it should be 10% Copay and not 20%. UHC called Rotech when I was on hold and the UHC representative told me after speaking with Rotech that I was over changed and should only pay $7.00 after they had gone back on the last 3 bills that was overcharged and together with this new the 4th bill recalculated the total was $7.00. Rotech said they had corrected this and I could see my new bill on the app. I checked the app and it still $28.50, called again and was told the bill was correct.
I just wonder how many people have done like I did and just paid the bill and never realized they were billed 20% Copay instead of 10%. It will probably add up good to Rotech profit and chair holder must be proud of the scam.

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10:58 pm EDT

Rotech Healthcare bed and wheelchair

My mother has gotten a bes from these idoits an yes that is nicely on friday! I have pictures of the bed an wheelchair, the bed railing has broken off fridsy night when my mother had pulled on it to help her roll over the damn thing broke an she went in the floor. My mother is 76 years old an this could have hurt her badly. I will not recomment this company to anyone! We also have a lawyer for this very reason. The bed was also put toget wrong an poorly an the chair when she sar ir in the chair plastic piece broke off the bottom! Im highly i mean highly upset this has happen an their wasnt an emergency contact number to contact for this! So take my advise please for the love of pete DONT GET ANYTHING FROM THIS COMPANY!

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4:27 pm EDT
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Rotech Healthcare lack of in home service and "no show" appointments

I schedule three (3) different appointment for the Service Technician to come to my home and service my O2 concentrator. The tech was supposed to call between 8:30-9am to give me an approx. arrival time. NEVER did the Tech call and when I called Rotech they had the Tech call me back. I was told that Rotech was short on Service Techs and since my O2 concentrator was not broken they are just too busy to service it. However the Tech did reschedule another time, did not call or show up for that appointment either. Finally after the 3rd time I said enough is enough. Since my lease is expiring in Sept anyway (3 months away) I will just wait and replace my leased machine. However the new lease will NOT be with Rotech. They are unreliable, lie right over the phone to you and don't care about servicing your equipment unless it breaks down. O2 concentrators are important for COPD patients to be able to breathe. A dirty machine will release toxins into my lungs and cause even more problems. I guess Rotech just don't care about my health needs or yours either unless they can install a new machine. I understand that Medicare only pays the equipment supplier for the first 3 years, pays them a higher rate during that time to make up for the last 2 years on the lease. Well Rotech is now going to lose the renewal on my lease.

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12:30 pm EDT

Rotech Healthcare cpap, heated humidifier, cushion pap rep2x1m purchase

First off, I do not have a Heated Humidifier and am being charged for it. Also I received a notice from Humana months ago that said I do not have to pay for the CPAP machine since it was ordered by my primary care doctor. I also have never had a full face mask from you. That as well as the Cushion PAP Rep2x1 Purchase which I never did. I have called or emailed this information to you several times and never received a call back or email.
Please adjust my account accordingly. If you want you can have the CPAP back as I only used it once and found it impossible to get any sleep with it. Have been using another device to control my apnea.

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David van Ngo
, US
Sep 28, 2022 8:56 am EDT

My name is David Ngo, I have refilled my order, there is anything wrong, why it takes so long I did not get it?

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R
7:53 pm EDT

Rotech Healthcare cpap billing

When my CPAP supplier for 6+ years closed their doors last fall (2018) in Grand Rapids, all CPAP accounts were given to Rotech. In over 6 years with my CPAP, I never had any issues. Immediately after Rotech took over, there are issues. In May 2019, I receive a bill for "co-pay" for December 2018. I have never had any co-pays for my CPAP supplies prior. It took 10 days for my supplies to be received by me and they have a 3 day return policy. I have new unopened supplies that I do not need. They ignored BBB solutions and should not be a BBB member.
This greedy should be boycotted, as there are honest companies to deal with.

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L
9:33 am EDT

Rotech Healthcare oxygen concentrator

On 4/29/19, I almost died and my daughter had to call 911 because I could not breathe and was rushed to the hospital. My oxygen concentrator alarm light was on, made no alert sound, no air being supplied, machine is rented and Rotech failed to have a procedure in place to maintain their equipment to make sure it works properly and to change their inside filters that they need to provide and change. I have been breathing in dirty air since they provided the machine in 2017. I want all the paperwork I ever signed and to know why they never properly maintained their equipment.

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11:41 pm EDT

Rotech Healthcare oxygen tank has water in it

oxygen tank has water in it, ruined my conserving device a Devilibs PD 1000, I expect it to be replaced or repaired ASAP I am house bound until I have my device back'
To be clear I want my Devilbis PD 1000 not one of your crap Bonsi or any other chad drive units! My phone number is [protected].
I just got a pop up saying my post was too short and would probably not be resolved, so I'll continue, the problem with the Chad Drive devices is they DO NOT dispense enough oxygen per puff. I do an welLness class 2 time a week, I am on 3 liters on one machine 4 liters on the treadmill. I tried a chad drive unit I was at 5 liters and my stats were way low, my oxygen was at 88-89 instead of 93 OR 94

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3:13 pm EST

Rotech Healthcare cpap supplies

Worst customer service! I accepted my robo call on 12/23 and reordered all supplies knowing that my deductible had been met and was starting over in the new year. I received a bill on 2/11 that shows I will billed on 1/10. When I called in they said that because of a huge influx of orders they couldn't ship until 1/10. I said my expectation is that when I place an order, that I would expect to be billed then. Anyways, they continued to place the blame on me that I should have called. That I somehow should have known this company couldn't fulfill my order by the end of the year. Do not do business with these idiots. I called my dr and have asked for a new supplier.

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11:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Rotech Healthcare mishandeling of billing for bipap services for 2018

I have had a bipap machine since the prior year but insurance changed as of Jan 2018. I called to let Rotech know and to have them bill the correct ins. On 7/21/2018 I received a bill that was not correct and my wife called on 8/1/2018 and spoke to Kristen from Rotech who told her that because of my insurance change that I needed a preauthorization and that my bills needed to go through Care Centrix. She called Care Centrix and did a three way with my wife and Shay from Care Centrix and my wife was told that Rotech would handle the preauthorization and everything that needed to be done with Care Centrix and not do anything else until we received a corrected bill. In the meantime, they attempted to pick up the machine twice and when my wife called Rotech to explain what Kristen had said Rotech said not to give them the machine that they were working on the bill. On 9/25/2018 I got a bill for $3, 180. My wife called Rotech immediately and started a dispute of the bill with supervisor Laura Myers. My wife explained to Laura what Kristen told her to do only to find out that Kristen never did her job. Also we found out that Rotech put in an incorrect preauthorization for a cpap on July 9 which our ins approved and then put in another preauthorization on July 13 for the correct machine which is a Bipap which my ins denied since they had just days before approved a cpap. In speaking to Laura my wife found out that the conversation with Kristen was never put in the notes. Laura agreed to look into the situation and try to fix things. We have been emailing and calling back and forth with Laura. When my wife talked to Laura she mentioned to make sure that when she put in the preauthorization that it started at the beginning of the year since Rotech has not been paid since we changed ins. She said that she would. She did send the preauthorization to our ins and on November 5, 2018 our ins send a letter that the bipap was approved but only from 6/27/2018 to 6/27/2019. When my wife called the ins to let them know that the dates of service were wrong and that they needed to be from 1/1/2018 the ins told her that Rotech provided the dates of service. In the meantime on Oct 1, 2018 we got a letter from a collection agency saying that we owe Rotech $3, 180. This after Laura told my wife that she was going to talk to the billing department about what was going on. My wife contacted Laura and let her know about the collections notice and she said that she didn't do anything with the billing because she didn't have access to it from her computer but that she would call and have them put a 30 day hold on it. My wife called the collection office on 10/25/2018 and spoke to Renee Reeder and explained everything that was going on and he told her that Rotech had called and put a 30 day hold on the account. As of today November 19, 2018 my wife has called and left messages for Laura and her supervisor Stephanie to call her back about the fact that the preauthorization dates were wrong and that the billing is still going to be off. My wife has also contacted Laura Myers by email on 10/16, 11/1, 11/13 and we still have not heard from her. My wife is going to email her again today. This is an ongoing issue with the mistakes that Rotech has made with the billing on this account and it is not fair that I have to endure the threat of collection action and the detriment to my credit score because of Rotech's errors and ineptitude.

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9:47 am EST

Rotech Healthcare cpap supplies

I received an auto shipment of CPAP supplies that I did not want. The package was never opened and I needed to return them. Request for return was denied. A customer service representative and a supervisor said there was no way I could return them because they didn't have a 30 day notice of cancellation. If they are unopened, and not accepted at time of delivery, I can't imagine they won't take them back. I will NEVER deal with these rude heartless people again. Obviously they would rather force me to pay for items I don't need than have me as a continued customer.

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Rotech Healthcare contacts

Phone numbers

1877 603 7840 +1 (407) 822-4600 More phone numbers

Website

www.rotech.com

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