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.
128 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:12/07/2022
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.
This company continues to send us erroneous bills and has not submitted billing to our insurance for over 6 months now. Patient id is *******. They refuse to send supplies based on an invalid balance due. Anthem ********** Blue Shield is our insurance company and they state that nothing has been received from Rotech. I called Rotech once more on Dec 7, 2022 and I informed the billing rep that they need to contact Anthem's member services to find out what they are doing incorrectly and the billing rep said that it is not their job to call insurance companies.
Business Response
Date: 12/22/2022
Upon further review, the claims were being sent to BCBS ** while it should have been BCBS **. all claims have been rebilled to the correct insurance. All balances have been moved to insurance responsibility until we are able to view the EOBs for any patient responsibility.
Initial Complaint
Date:12/05/2022
Type:Customer Service 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 have left 5 messages in the past 4 weeks on their answering service, stop in the office on 11/29/22 and was assured someone would call back by the end of the week. No one has called back,
Business Response
Date: 12/16/2022
Upon further review of the account, it does look like Mr. **** spoke with staff on the 5th. The location that services Mr. **** goes through a separate PAP team for processing. On the 5th, that team was notified and requested an update. On the 15th, the team did make contact with Mr. **** to discuss the PAP delivery and the processes moving forward.
Business Response
Date: 01/13/2023
Upon speaking with location staff and PAP team management, we are still waiting for specific documents from Mr. ****'s physician that shows continued need and benefit from the machine. This is a directive that we must follow due to insurance guidelines. Any assistance on Mr. ****'s side would be greatly appreciated as this would help speed up the process.
Customer Answer
Date: 01/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18804978, and find that this resolution is satisfactory to me.

Sincerely,

*** ******
Initial Complaint
Date:11/29/2022
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.
My Dr wrote an order for a new cpap machine. Hooks oxygen part of Rotech filled that order. They substituted a different machine then the one my dr ordered without my drs permission. After my dr contacted them about it they said they would replace it with the correct one. They have not and they don't answer the phone and don't return my calls. My dr can not get any information off of the machine they gave me because it is so outdated. All I want is the correct machine so my dr can access the info he needs. The hooks oxygen is in ********* *******.
Business Response
Date: 12/16/2022
Upon further review, we have asked *************** to assist with this replacement. We will provide updates as we are provided them.
Business Response
Date: 12/19/2022
Update - *************** has been in touch with the patient. The patient will be set up with replacement at our ********* location.
Initial Complaint
Date:11/29/2022
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.
This company is refusing to bill my insurance company and billing us even though we have not been in possession of any oxygen equipment since March 2022. Services rendered Nov 2021 - March 2022. They are attempting to bill up to current date. Our premature infant came home from the **** on oxygen. I was sent an email on 11/29/21 asking for my insurance info which I sent on 12/1/21. After receiving a bill I requested them to verify that it had been run through my insurance on 1/11/22. I was told they did not have my insurance info. Again, I sent them my insurance. When doing the pulse ox test for our infant, we were told again they did not have the insurance info. I resent the info on 2/15/22. I called and verified, for at least the third time, on 2/23/22 that they had my insurance. ***** confirmed and verified my insurance. During this time a Rotech representative, named ******, called and lied stating my insurance did not cover this bill. I went through my benefits and called my insurance company. They did not have a record of the bill and verified services were covered. My insurance company gave me directions on how to process the bill that I sent on 4/29/22 and 5/7/22. 5/11/22 ****** told me they did not have my insurance again. I sent information and verified. Was told the bill would be resubmitted. 5/16/22 asked ***** S to verify the bill was resubmitted she would not. Was told me to call the local office.5/17/22 called billing. ***** told me to contact local location, same number I had just called, and that they still had me down as patient pay. I called other issues, ********* explained they had two separate accounts for my son. She made them the same account, submitted to insurance changes, verified insurance, said insurance will be billed, billing had that my insurance was expired when it is not.9/6/22 was told submit info insurance changes again. I have contacted this company multiple times and have been ignored. Global ID is *******.
Business Response
Date: 12/16/2022
Upon further review of the account, the reason for the balance on the account is because we are unable to verify the patient's or the mother's insurance information. Insurance verifications have been ran with the information that was provided with no result. Billing did attempt to reach out to Ms. **** but was unable to reach her or leave a message. Once insurance is verified, we will be able to rebill the charges. The balances from after that March date of service has been adjusted off as the oxygen was only ordered for 120 days. If the mother is able to provide the insurance information, please reach out to **** at PN: *********************** to discuss the account further.
Customer Answer
Date: 12/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unacceptable. I have provided my insurance information a plethora of times.

The only reason why billing would not have been able to contact me is because they were using the incorrect number, which I have had to correct multiple times.

I have written, spoken, and verified my insurance information as indicated by the original case filing on 11/29/2022.
Insurance sent by email 12/1/2021, 2/15/2022, 4/29/2022, 5/7/2022
Insurance verified on the phone with ***** 2/23/2022
Insurance information sent by billing chat with claims address to ************/11/2022
Insurance discussed on phone with ***** in billing 5/17/2022
Insurance corrected, verified, and sent to insurance changes by ********* in other issues 5/17/2022

I am failing to see how after being provided the insurance information countless times Rotech still does not have my insurance information. The bill needs to be submitted under my child's name and corresponding insurance information. Not the **** name as that is non existent. Please see attachments for verification of insurance information being provided.
See Attachment/File: Rotech Email 12_01_2021
Customer Answer
Date: 01/03/2023
As of 1/3/2023 I have received another bill that is still incorrect.
Business Response
Date: 01/05/2023
Thank you for attaching the screenshots. Billing was able to fully update the insurances on file. The balances were corrected to the correct responsibility and the duplicate patient, BB has been deactivated. Please note that a statement was sent out on 12/21, so its possible the family has not received that letter yet, but they can disregard it. After allowing the system to process overnight, the account is resolved with a $0 balance.
Customer Answer
Date: 01/11/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
When checking the account there is still a balance. The current statement sent out on 12/21 has the month of August being billed. Again, equipment was returned in March.
Initial Complaint
Date:11/29/2022
Type:Billing 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.
Global Patient # ******* Dates April 4 - today.

I'm receiving monthly bills from ROTECH in which costs do not align with my insurance explanation of benefits (EOB). In April, upon receiving a CPap at a local Rotech office (Oil City, PA) I re-paid an amount before my EOB arrived. It was not correct. I contacted the billing dept. by phone. They stated the matter would be resolved, it wasn't. In August, I called two different phone numbers. Both claimed to understand my EOB, but still no help. I sent copies of my EOB, via email. I also reached out to my ins co (Highmark Ins). Your representative told me not to pay my bill, as an adjustment would be made. In September, I sent another letter outlining the error, along with more copies of my EOBs. Today, in November, I received ANOTHER incorrect bill, and your online chat representative left me hanging for 15 minutes until the chat box closed. No one has bothered to address my emails or mailed complaints. HOW MANY OTHER PEOPLE ARE BEING OVER-CHARGED?
Business Response
Date: 01/01/2023
We apologize for the delay in response but we were waiting for confirmation from other departments before submitting a response. Upon further review, there was a difference in payments than what was applied to the account and what was due for a refund. After a total of $355.94 being applied to balances, there is still a current balance for the patient in the amount of $144.06.
Customer Answer
Date: 01/11/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:11/28/2022
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.
From January 2022 to November 2022, I have been making payments to Rotech Healthcare, **** through Instamed in the amount of $23.00 per month for a $184.00 debt I called in May and was told that my payments were being received, but there was no reduction in my bill.This company has a bad reputation for s******* up accounts and not doing anything to resolve problems unless you get another party (like the BBB) involved, then suddenly they are able to figure it out.I cannot get my C-Pap equipment replaced until I pay the $184.00 I still owe on a $184.00 bill, which I have paid $23.00 per month on for 11 months, even though ******** and ******** pay 100% of those charges. I have developed Polycythemia as a result of not being able to resolve an issue with shoddy bookkeeping practices.
Business Response
Date: 12/15/2022
Upon further billing review, it was found that there was a gap in the billing to the patient's secondary insurance which resulted in the new balances. Billing has gone ahead and rebilled the secondary which corrected the balance to $0.
Initial Complaint
Date:11/20/2022
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.
My prescription for a CPAP machine coincided with a large recall, so there was a long delay in getting one. Meanwhile, my dad gave me an older one. My doctor adjusted the settings for me, but then I got a call from Rotech that they had one. At this point, since I had a free one, so I asked what the cost of the machine was. I was given an exact number around $167. I clarified SEVERAL times that would be the ONLY amount I'd need to pay and was assured that was all I'd be billed. She explained the cost & insurance breakdown and confirmed no further payments. My husband and I decided that the small cost for a new machine was worth it and AGAIN confirmed no other payments.
All was fine until about 2-3 months later when I received a bill for about $70. I was shocked and didn't know what it was for. Even when I picked up the machine and was told a shipment would be sent every month with supplies, I said, "Wait a minute, I didn't order those, and I don't want a monthly bill." "Oh no, it's all included in the payment you made." Again, I clarified and was assured I would not be billed.
So you can imagine my shock when I received a bill. I thought there must be a mix up, so I called Rotech and was informed no, that's what I owed - AND I'd be charged that for TEN MONTHS. An additional $700 not accounted for in my budget, despite several assurances there would be no other charges!
Honestly, I'm shocked. My concerns were dismissed with a half-hearted apology, followed by, "How would you like to pay?" Considering my NUMEROUS clarifying questions and the fact that I could have had a free one from my father, I am upset. I was explicit and careful in my decision making, and I'm floored that this is how this company operates (because reviews show I'm not the only one who has had problems). Even more frustrating, once I received the new machine, my dad got rid of his since I no longer needed it, so the free option is no longer available. I hope that there can be some recourse here.
Business Response
Date: 01/11/2023
Business Response /* (1000, 5, 2022/12/06) */
Upon further review of the account and speaking with location management, Ms. **** was set up by Total Sleep Management (TSM). Rotech Healthcare has a purchase and sales agreement (PSA) with TSM for PAP sales. Due to this, we are unable to speak as to what TSM possibly told the patient. Orlando's location manager is reaching out to our contact to confirm that we are not instructing patients incorrectly. When Ms. **** was set up with her PAP, she signed an agreement to the machine being a rental and accepting financial responsibility for what insurance does not cover. At no time is insurance coverage guaranteed. Because of this, we strongly encourage Ms. **** to review her insurance coverage for current and future needs. Due to the possibility of cost differences and insurance specifics, each PAP set up is different to include cost of supplies. Ms. ****'s insurance does not allow purchasing the equipment up front, this service is done on a ten month rental to purchase situation in include the cost of supplies are ordered or automatically shipped. The option for automatic shipment was explained and signed for at initial set up as well. If at any point, Ms. **** would like to cease billing or ordering of supplies, you may reach out to Sleep Central or your servicing location.
Initial Complaint
Date:11/10/2022
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.
My bills from Rotech have higher amounts for every item than my insurance company says I should owe. We I email, I do not get a reply. When I call, the hold times are extremely long, and the representatives that answer cannot make changes. When I request a manager, I get told I will receive a call within 48 hours, but never do. I want to pay my bill, but need them to fix the amounts owed first. This is for medical supplies and they will eventually stop mailing them to me if my bill is not paid...but my bill is never correct. I've even sent in copies of my insurance explination of benefits to them and nothing changes. Every time I call I have to work with someone new, and they all have me doing a lot of working and never resolve anything or have a manager call me back.
Business Response
Date: 11/22/2022
Upon further review the patient did overpay by $16.49 on the 4/16/22 DOS for PAP supplies. That being said, there are open balances that Billing has applied the overpayment too. Billing has confirmed all balances currently pending are valid and match the EOB co-insurance listed.
Customer Answer
Date: 12/08/2022
Their comments are untrue. Also, they have still not reached out via phone or email. This company tries to wear you down until you pay their incorrect fees. I HIGHLY RECOMMEND NOT DOING BUSINESS WITH THIS COMPANY.
Initial Complaint
Date:11/07/2022
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.
Our insurance allows us to purchase our CPAP machine rather than rent it. Rotech has incorrectly been billing us as a rental for months even though we have had multiple conference calls with Rotech and our insurance explaining that the device should be a purchase not a rental. We have called over a dozen times and every time the local store will transfer us to billing, the billing center will transfer us to the local store and they all say we will get back to you in an email and they either don't get back to us at all or start over at the beginning talking about how we must be on a rental plan even though we have never asked for a rental at any time.
Business Response
Date: 11/22/2022
Upon review of this account and patients' specific policy, Surest will not bill as a purchase at initial set up. They do a 3-month rental and on the 4th month they will purchase out equipment. That is across the board for all CPAP/ BIPAP rentals. They want compliance before they will purchase out equipment.
Customer Answer
Date: 11/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
We have had 2 conference calls with both Rotech and Surest at the same time. During both calls ****** stated that they did not have a rental period and that the initial set up should have been a purchase. During the first call the Rotech representative claimed he would put us on hold while looking up policy information. He then had both myself and the Surest representative wait on the phone 30 minutes before hanging up on us the second the Rotech office closed without even giving us the courtesy of letting us know he was leaving. During the second call the Rotech representative kept interrupting and claiming Surest probably has rental policies as the Surest agent kept telling her that there was no required rental period. We have submitted documentation of the Surest policy. Before enrolling in Surest I called and asked if there was a rental period and was told there isn't one. Surest and their representatives have been consistent throughout the entire process in saying that this should have been billed as a purchase and there is no required rental period. Rotech claims there is a 3 month rental followed by a 4th month purchase but have not offered any proof that this statement has come from Surest. I believe that Rotech may have asked if a 3 month purchase was an option but did not investigate whether an initial purchase could be done.
Business Response
Date: 12/08/2022
After speaking with ****************** further, they are asking if Ms. **** were given a reference number for your conversation with Surest? If a reference number is able to be provided, from where they told Ms. **** that they would purchase the equipment, we can use that to try to submit the purchase claim and fight it.
Customer Answer
Date: 12/22/2022
I have the numbers that Rotech requested.

6/23/2022: RZMCJ9
8/15/2022: AZ6QF2
10/27/2022: C0Y6DO
10/31/2022: O29IP6
11/1/2022: 3E1Y4R
Business Response
Date: 01/03/2023
We apologize for the delay. Billing will be reaching out to Surest regarding these references to investigate further.
Initial Complaint
Date:11/05/2022
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.
I have had an oxygen concentrator since 3/2019. About 2 years ago, Rotech bought out my supplier. I've had the same insurance- ****- the entire time. My insurance covered the majority after my deductible was met. There had never been any issue. In June of 2022, I received a call from a guy that said he was being sent to pick up my concentrator due to nonpayment. I called locally, they said they didn't do the billing and sent me to corporate. Corporate says they didn't see where I owed anything. I called the local office back and they said that my insurance was not active. I, physically, went to the office and put **** on speaker and they verified my insurance was active and that they haven't had a claim from Rotech since Feb and supposedly, everything was taken care of. ********* 2022- I get a voicemail that due to nonpayment, I had 30 days to return my oxygen. I call **** who says they still haven't been billed by Rotech since February 2022. The **** rep was very helpful and called corporate and local with me on the line and was told that I owe nothing and they don't know where that voicemail came from. October 2022- I get a letter that I owe $2900 and must return my O2 concentrator within 30 days. Once again, **** called corporate, they said it was at the local level and transferred us there. Local office says, "we don't handle the billing". I still don't have an answer. I've spent hours on the phone. I have active insurance that they still haven't billed since February ************************************ for "nonpayment" and no one can give me a straight answer as to why. **** has been more than helpful in this situation and I'm thankful for that. I have cried over this bc it's so frustrating. I have to have my oxygen at night.
Business Response
Date: 11/29/2022
Upon further billing review, it was found that specific claims had not billed to insurance. Once discovered Billing has submitted them to the insurance for coverage and Ms. **** should not be receiving further correspondence surrounding collections or attempts to pick up. The current balance on the account is correct as it is Ms. ****** ***insurance.
Customer Answer
Date: 12/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not answer my question as to why my insurance wasn't billed since February. Now you're going to bill 10 months of services at one time. I spent hours on the phone with BCBS and Rotech over the past 6 months. I don't have that kind of time to waste. Not to mention the stress of being threatened to pick up the oxygen that I need to sleep with, twice. I would like a valid explanation and an apology.
Business Response
Date: 12/16/2022
We do apologize for the miscommunication and the overall delay in this situation. After speaking with Billing, the reason for the delay in filing to insurance was due Rotech not receiving a valid order that was suffice for Mr. ****** specific insurance guidelines.

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Rotech Healthcare Inc. is NOT a BBB Accredited Business.