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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 333 locations, listed below.

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    Customer Complaints Summary

    • 387 total complaints in the last 3 years.
    • 128 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:09/27/2023

      Type:Billing Issues
      Status:
      Answered
      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 rotech company were very mean mean people, to my very depressed wife. They want $98.00 ,my wife called them, that their package was returned to the post office, that Christine Alphonso, my wife does not owe them anything. I took over the telephone and the person went on and on that, will not stop.I hung up and blocked them. I ******* ******** will do nothing to do with such people.Stop calling!

      Business Response

      Date: 10/03/2023

      Upon further review, we do see where a box of supplies was refused and sent back. The balance regarding these supplies was adjusted off except for the current balance of $1.72. The balance is from supplies that were not returned. We have gone ahead and requested that to be adjusted off as well, resulting in the current balance of $0. We will be removing Ms. *** from any auto shipment of supplies or calls moving forward.

      Customer Answer

      Date: 10/06/2023

      Thanks for everything BBB, thanks again for business,Targeting for females,as easy prey******** *********

    • Initial Complaint

      Date:09/26/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 company has been billing me for equipment that I sent back as per the local person I spoke to. They had been sending me the wrong supplies and want me to pat foe it even if I sent the supplies back as refused. Also billing for services I should not have ro pay for. No one seems to be able to help me and keep billing.

      Business Response

      Date: 10/13/2023

      Upon further review, there were a few dates that Ms. ****'s insurance did not pay that had rolled over to her responsibility. Due to the nature of the non-payments, we have gone ahead and adjusted off the balances on Ms. **** account. All items have ceased renting and will no longer bill.

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      Unresolved
      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/Texstar Med began fleecing our HRA ***** Funds. ***** got involved in January and involved me in a 3 way call meeting with them.(DOCUMENTED) ONE staff hung up on ***** Supervisor! Then another acknowledged the events and promised it would stop and be refunded. It wasnt!!!!! Then in late July a ***** fraud agent met with them(DOCUMENTED) they AGAIN PROMISED TO STOP AND REFUND STOLEN FUNDS...it still continues as of today. They can either refund all money to me and Now and resolve to stop fraudulently taking HRA funds or I will file In Small claims for the amount here plus court costs and will be seeking punitive fees as well!

      Business Response

      Date: 09/22/2023

      Upon further review, we do see where the machine was picked up on 1/5/23. We are adjusting off any balances and refunding all monies that were received for the dates after that pick up.

      Customer Answer

      Date: 09/29/2023

      They after telling BBB same as myself and ***** FRAUD DEPT THAT THEY KNOW THEY Should not be billing and would refund and stop billing my HRA TODAY A NEW CLAIM FOR SAME FEAD CLAIM HIT MY ACCOUNT!!!!

    • Initial Complaint

      Date:09/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Problem with billing for services that should have been filed with insurance then billing for services that insurance had already paid.

      Business Response

      Date: 09/19/2023

      Upon further review, this was regarding Mr. ****'s wife. Once submitting for billing review, it was found that the wrong percentage was initially entered for insurance coverage causing an excess to bill. This issue was corrected. Billing did confirm the coverage regarding an deductible and copays that were made. All balances were moved back over to insurance covered and the patient has a $0 balance. This was also reported to the NC Atty General office as they had received a copy of this complaint as well.

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      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 another shipment from this company which contains duplicative items they already shipped me in the past several months. Anne refused to allow me to return them, despite a 3 day return policy because she says that whatever they choose to ship to me, cannot be returned. She also refused to connect me with a supervisor or tell me when one might contact me.

      I understand from my Doctor's office, that Rotech is supposed to check with me BEFORE shipping items, but has never done so. If I am to do business with them in the future, I would like them to start doing this. And when I want to return items whose shipment I have not authorized, I would like this company to honor it's 3 day return policy. Furthermore, when I have an issue with this company, I would like to be able to speak with a supervisor.

      Business Response

      Date: 09/22/2023

      Upon further review, Mr. **** spoke with Sleep Central regarding the latest shipment that was received. The SC representative went over the shipment and billing information. Mr. **** has chosen to keep the order. There was an issue with a size of cushion in the order. SC did an exchange for that item. Mr. **** has been removed from VIP/Auto ship and will call in as needed.

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Resolved
      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 is my supplier for Oxygen Services. On December 8, 2022. My Portable Oxygen concentrator broke. They can out and gave me small portable oxygen tanks to use while they said they would order me a new Portable Oxygen Concentrator. That was NINE months ago. I have called them more times than I can remember. They can't tell me why I don't have it, just that they said its been ordered. I have called and talked to a Supervisor, who said they would call me back in 24 hours, 3 weeks no phone call back. I emailed them several times, not one response. I went in person, was told it was on order... Still No Portable Oxygen concentrator, still not one response to me by phone or email. Add to this the fact that My Insurance shows they have been billing them ever since last December, for the Portable Oxygen concentrator that does not work.

      Business Response

      Date: 09/22/2023

      Upon further review, it was found that the delay in return of equipment branched from a past due balance that was needing to be paid. Since the complaint was submitted, the payment was made and the equipment was delivered to Ms. **** on 8/31/2023

      Customer Answer

      Date: 09/26/2023



      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 want to add an update.  Rotech finally came out and gave me a new Portable Oxygen Concentrator.  I am happy with the results.  Thank you so much.,



      Sincerely,



      **** *****

    • Initial Complaint

      Date:08/31/2023

      Type:Billing Issues
      Status:
      Answered
      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 provided a sleep apnea monitoring (CPAP) machine under my BCPS plan. Since January 2023 my employer provided insurance provided changed and I chose not to continue the machine as I was not getting any benefit and it was uncomfortable for me. By the end of the year 2022 I returned the machine with all accompanying supplies through the prepaid company address UPS sticker. They sent the UPS sticker with the destination address when I called them, I will not continue to rent the machine.

      They continued to send the bill. Then I called their customer service, and the agent told me they received the machine, although it was not recorded properly. He promised me he will fix the problem so that I don't receive any bill. Today (8/28/2023) I received a bill. I have no other option but complaining this to BBB.

      Business Response

      Date: 09/22/2023

      Upon further review, the pap device was shipped back and received by the Irving location. We will be adjusting off dates of service from February to present, as that was when it was returned. After the adjustment, the remaining balance will be any items or rental prior to February.

    • Initial Complaint

      Date:08/29/2023

      Type:Billing Issues
      Status:
      Answered
      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 started with Rotech healthcare 3/8/2022. I paid an agreed amount upfront for the equipment and my 1 year rental started. My deductible was not met so I paid $45 a month rent. Six months in, my husband had a new job and new insurance. We kept paying $45 a month. In March when it should have ended, they sent a bill trying to charge us the same amount we had already paid for the original setup. They also keep moving the rental period out further. Our near perfect credit has taken an hit and now we can’t even get them to talk to us on the phone. My husband took time off from work to call them. When they couldn’t get him to agree with them about the disputed charges they said they would have a supervisor call him. It never happened. Now when he tries to call back they hang up. In just rental fees alone we have paid over twice what the machine costs on medical supply sites. They send me paper bills, texts, and emails harassing me but can’t be bothered to answer their phone and answer questions.

      Business Response

      Date: 09/22/2023

      Upon further review, billing has gone ahead and converted the device to purchase. The balance has been adjusted off the account. Our Patient Accounts Dept supervisor did attempt to make contact with Ms. ****, but had to leave a message.

    • Initial Complaint

      Date:08/29/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Cancelled this back in December 2022. Yet they still keep sending me stuff. My acct was paid in full. I stopped using the cpap machine which is paid in full. I own it. They continue to send me filters and hoses that I don’t need or use. Due to not having to use my cpap machine. This place is a scam. Please be aware. Customer service is awful. I would like no contact from rotech and to stop sending me stuff. Please help. Thank you

      Business Response

      Date: 09/22/2023

      Upon further review, Mr. **** signed and acknowledge routine shipment of supplies when he was signed initial paperwork. This was explained to Ms. **** when she called regarding received supplies on 8/25/23 and a copy of this acknowledgement was sent as a reference. Regarding the cancellation of any supplies, there are no notes stating they called into Sleep central to have it cancelled. Moving forward, we have removed Mr. **** from all auto shipments and calls to prevent any unnecessary orders. In the case that he needs supplies in the future, he will need to call Sleep Central to order. When he calls, Mr. **** can delegate what item and quantity is needed at that time. 

    • Initial Complaint

      Date:08/22/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      We have been using this company to provide oxygen to my elderly aunt for several years. The company's billing system is extremely difficult to understand. Looking at the bills that have come in, it appears that the company has been charging us for the same months, several times. I have spoken with the company 3 separate times (on 6-28-23, 7-20-23 and 8-2-23) and was told each time that we had been overcharged and that the bill would be reconciled. I also requested an itemized bill beginning with January 2022. I was told that I would receive this once the bill was reconciled. I keep receiving bills saying that we are overdue and threatening action such as removal of oxygen and reporting to credit agencies. In addition, the bills that I am receiving have added late charges to the bill.
      I have attempted to call the number provided ************** several times in the past few weeks, but get a recording saying that the number is unavailable. I have had this problem in the past, as well. Sometimes it works and other times it does not.
      I attempted to contact the local business in Venus, Texas on 8-21-23 but was placed on hold for 20 plus minutes before I gave up.
      I want to pay what is owed, but I do not want to pay this company duplicate payments for the several months that they have overbilled us. I want this resolved.
      On a side note, I have had other issues with this company overcharging us in the past when I was allowing them to autocharge my credit card. It took several calls and several weeks to rectify that issue. I should have changed companies, but did not because I thought that their issues had been resolved. Apparently I was wrong.

      Business Response

      Date: 08/31/2023

      Hello

      To further assist, we will need your aunt's name and date of birth. Please forward your information to ****************************** 

    Rotech Healthcare Inc. is NOT a BBB Accredited Business.

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