Complaints

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:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called twice within one hour on September 11, 2023. The first time, the guy (not in the ****) kept trying to tell me that I needed to send them a copy of the receipt showing that I paid for all of the charges on 6/14/23. Then as I was questioning him as to why they needed the receipt even though it showed we paid on their records, all of a sudden he said, Can you hear me, can you hear me? I cant hear you hello, hello, hello? At that point, I finally hang up & immediately called back again. At that point, I got a different person and they had a totally different story. They were trying to say that nothing has been submitted by the insurance company. And I knew that was a lie because I have gotten EOB statements from our insurance company every ************* statements show breakdowns of what was billed to the insurance company. At the end of that phone call, I asked to speak to a ***************** in the U.S. At that point, he said they would escalate ****** would get a call back from his supervisor in 72 hours. It has now been 96 hours & still no call back. Therefore, at this point, we only will be paying the $35.63. (total of what the patient responsibility is for the non-duplicated charges) According to the statement, thats all we should owe. But that most recent statement, as I have emphasized to him over and over, has three charges that are duplicates of what is on past statements. Today on 9/15, I set up a bill pay through my banks online bill pay system. (To be sent to them on 9/20/23) I tried to pay that same total through Rotechs online bill pay ************* only allow you to pay the full statement amount. There is no option to pay any other amount. & we are not paying that full amount due to several of those charges/line items being duplicate. Plus, I dont trust this company.

  Business Response

  Date: 09/29/2023

  Upon further review, it was found there there has been a few insurance changes that causes the account to run into billing issues due to authorizations that are needed. A Patient ************* Manager did attempt to reach out to Mr. **** but was unable to reach him. Please reach out to ****** at ************** for further detail regarding your account.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rent a CPAP machine from this company. Account #*******. Back in March I called them to dispute charges on supplies I was billed for. Not only did I not order the supplies, I never received them. I was told the charges for them from 11/16/2022 were credited and my balance was now $7.97. I logged into my account to pay that amount and my balance still shows as $189.22. I contacted them via chat on their website and was told there were no notes regarding the matter.

  Business Response

  Date: 04/28/2023

  After confirming with the Patient ************** the balance of the account is $7.97. Instamed has not processed the most up to date statement. 

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Visited in person 4 times and spoke to a manager in ********, all documented at Rotech Granbury ** ************. But Rotech ************ continues to send me a ***** bill. I reached out immediately, after my 1st statement and ongoing for months. Rotech billing in AL, confirmed that I didnt owe anything. ******** approved it and my supplement paid the rest. Month after month later another bill. I consider it to be abuse and harassment. Senior Citizens beware Rotech billing office, they lie and get angry, and you cant understand them. This bill is for a download of a disk. ************** had me take the disk out of machine, take to doctors office. ************** does not have the software to load the info so I had to drive to Rotech drop the disk, drive back a day or two to pick up, take to doctors office, they finally realized they can fax to the doctor. I spent time and gas money, running around for the doctor and Rotech. At the end they said down loading a disk, ******** will not pay. This company needs to be investigated, to many people are being scammed. I will not pay Rotech this *****, because I was told my balance was zero, so stop scamming seniors.

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Service dates 07/14/2022 $41.24 patient portion for two items, $34.14 and $7.10. I am insured by ******** and have 100% coverage by the insurance company and have contacted my insurance company 3 times including a complaint regarding Rotech double billing for this service. I did not choose them as a Durable Medical Equipment Provider, and were I not covered 100% would not have done so. Since I am, my first two calls to ******** were to report them for billing me, for which I was instructed not to pay them, and have a written response that they were contacted and informed not to bill me. I am now in receipt of a fourth bill from Rotech and feel I am being harassed in an attempt to collect charges for which they are not entitled. I feel also that they are attempting to intimidate me into paying the bill so they will stop sending me invoices.