ComplaintsforRotech Healthcare Inc.
Hospital Supplies
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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Used Rotech for a sleep apnea Cpap machine. Machine was returned in September 2022. **** arrived and was paid in full in September. New bill arrived in January 2023. Company was contacted and paid in full noting no further payments required. July 2024 I received a letter from collections lawfirm stating that a bill from April 2022 is past due with no communications from company. I called Rotech and they stated I had signed up for paperless communications. But no bill was ever sent to my, no phone call, simply a letter from lawyer over a year later. Customer support was unable to provide any explanation or assistanceBusiness response
08/08/2024
This submission has been reviewed and addressed.Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Billing has been erratic as of December 23 to present July of 2024.in October of 2023 I went to G&G medical explained that beginning in November of 2023 I would be on ********* Provided them with my ******** card, which they took a copy of, I explained it would be my primary and that bc/bs would be secondary . I was told I would require a sleep study for it to be approved by ******** so I did the sleep study with my doctor. *************** the results were sent to G&G in November. My bills for the oxygen concenter is always high at the start of the year . But has continued to grow on 7/30/24 I went into G&G medical for supplies and questioned my bill . They have not been billing ******** claim they got the sheet of the sleep study but no notes on it shows my oxygen in the low 80s . But I would need a new test as it's been over 60 days. .so did it again last night. They dropped the ball and I got a print out of all doctors notes sent to G&G by my doctor which I will send to them asap. They owe me the difference 119 a month on a fixed income is not sustainableBusiness response
08/08/2024
This complaint has been reviewed and addressed.Initial Complaint
07/30/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Company does not provide requested medical supply. Keep on saying that they will send it to me to no avail. Been waiting for medical equipment over six months already.If, they are going to fulfill agreement, should notify insurance company so I can get someone that will.Business response
08/01/2024
Management was able to make contact with the complainant. Upon making contact, they were informed that the complainant had already received assistance.Customer response
08/07/2024
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
07/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Had oxygen concentrators picked up march 15, 2023 and may 10, 2023. Rotech started calling me September 2023. I tell them the equipment has been picked up. They tell me okay will clear your account. Every 3 months they send harrassment letters and I call them and they assure me they will take care of it. Today they sent a threatening letter. They also sent a person to my house last month!! Talked to the person and he said AGAIN...OK will take care of it. Over and over I have tried to get through to these people I TURNED IN THE EQUIPMENT!!! I have the texts! They don't care. Now they're threatening me.Business response
07/31/2024
This submission has been reviewed and addressed.Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Unfortunately the experience of dealing with Rotech on two occasions, leads to the same issues twice;A. Billing Issues B. ******** charged illegally C. Unresolved Disputes ** Managers seeing issues and referring me to Corporate for resolutions I have submitted one bill as proof of the problems. The 1st issue was so out of line that Corporate had them change my Global Patient# as there were so many transactions that they could not account for:Examples - I called for them to pick up an item for over a year they claimed I did not have the item, as i continued to escalate the situation, they had the wrong information in their system as the incorrect item, incorrect item number and was charging me for an item I did not have, after a year or so they sent someone to pick it up, due to me calling saying "I have given you over a year to pick up, we are in 24 hours going to displace it. Upon arrival the gentleman notated the item number and verified it was with a customer in another state. Moving forward my Pulmonologist issued a prescription for other items and Rotech changed all my info to start as a new and not continuing customer due to the past billing was so inaccurate. As we spoke to them to let them know we would be going over each and every bill with precision, we once again were entangled with inaccuracies in billing. We spoke with an escalation Manager who told us we were not to be paying interest fee's which had been calculating, he then transferred us over to another team who explained it would be taken off of the bill and they would go over the inconsistencies they caught on the bill, and would be issuing an updated bill, they also wanted to know why we were being charged or had anyone explained why our charges were double, sometimes triple what most customers were charged and that my insurance was good and paying the maximum to them allowed, and we should not have as much as a patient balance. They continually send a bill for $323.51 I do not owe!!!Business response
08/01/2024
A representative with our *************************** has reached out to the complainant to further assist.Initial Complaint
07/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have had services with Rotech healthcare *** for a cpap that was fully paid off around July of last year i started getting bills for roughly $21.00 that was for a double bill that they processed by mistake since roughly around November last year i have been calling the company and they tell me the summited for adjustment and nothing gets done i requested to talk to a supervisor and have been hung up on and told they would call me back with in 72-hours and have not received any call back to this date i would like the the bill to be whipped due to something they processed by mistake on their end and for the bills to stop arriving i have expressed to the company that it is very aggravating borderline harassment at this point and have not gotten any resolution to this issueBusiness response
07/31/2024
This submission has been reviewed and addressed.Customer response
08/01/2024
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
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I got a CPAP machine for floppy air ways in May. Today they came and got it.Business response
08/01/2024
Management has reached out to the complainant to further assist.Customer response
08/05/2024
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
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In July of 2023 I was prescribed a cpap machine to treat sleep apnea. My doctor used RoTech Healthcare to provide that machine.I received the machine in October. I began trying to use it. I had a very tough time using the app that goes along with the machine. I was extremely unsuccessful getting ahold of anyone at Rotech. I am actually currently on hold trying to get them to come pick this cpap machine up. They are picking it up because I can no longer go back and forth with them to try to get these issues resolved. I have ***eatedly asked them to send me information regarding my account such as usage records and insurance requirements. Everytime I do, the person at this company tells me they cannot email me anything and that they will mail those records to me. As of yet I have not received anything that we talked about from them. I have however received a threatening letter from their corporate counsel regarding a 1300 dollar bill and my "refusing entry" to people trying to pick the machine up.All the while I have, in good faith, tried to jump through all the hoops that they have set forth with no good faith effort on their part. As of **** 2024, the plan was for me to have my doctor send over notes to their office so we could try to get on the right track for my cpap. My doctor did that in early **** (confirmed by their ***** I called today when I received the threat letter from their counsel. I learned that they DID in fact receive the notes from my doctor... but they were the "wrong" notes and they need different notes. The *** said I was called on July 1st (not true) and that my phone did not have voicemail (not true) and that me not responding to that call is the reason for the threatening letter.Rotech should not be allowed to provide healthcare services if they are going to do business this way. Probably goes without saying, but the insurance oligarchy healthcare system in this country is an abomination and is not doubt at the bottom of these issues.Business response
08/08/2024
Management has attempted to make contact with the complainant but have been unsuccessful. Please have the complainant reach out to the Manager, ***** at *************.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 9, 2024, I saw my primary care physician and he told me that I no longer need oxygen therapy since my oxygen was ***** percent without oxygen. I made a call to summit respiratory and told them that I no longer need oxygen therapy. I also called my doctor at UCHealth On July 10, and they confirmed I no longer need oxygen therapy.I also saw a Doctor yesterday at ********************** in ************** and saw ******************. and my oxygen was 97 percent without oxygen therapy. ****************** sent a note yesterday to Summit Respiratory making the recommendation that I do not need the oxygen therapy anymore. I even tried to call again today on 7/12/24 and I got disconnected from the phone call. I would like to have your team schedule the pickup up my oxygen equipment asap as I no longer need it and have not used it since July 9, 2024. You can no longer bill my insurance for this equipment and that would be fraud to do so at this point. Thank you for your help to get my equipment scheduled for pickup asap. Thank you.Business response
07/19/2024
This complaint has been reviewed and addressed. Should the complainant have any questions, please have them reach out to the location manager, ***** at ************.Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have made several payments to Rotech. However, when I review statements or even log into my account on line; none of the payments are reflected. I have requested an itemized statement to reflect all charges and have not received it. It is not clear how much money I have sent them when I do not see this in an historical statement.Business response
07/19/2024
This complaint has been reviewed and addressed. Should the complainant have additional questions, please have them contact our *************************** at ************.
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Contact Information
Customer Complaints Summary
330 total complaints in the last 3 years.
164 complaints closed in the last 12 months.