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Business Profile

Hospital Supplies

Rotech Healthcare Inc.

Headquarters

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 595 locations, listed below.

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    Customer Complaints Summary

    • 382 total complaints in the last 3 years.
    • 160 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:04/22/2025

      Type:Service or Repair 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.
      My Insurance stopped paying for my oxygen rental equipment and I was notified that they needed to pickup equipment. i had made arrangements to have equipment picked up on 4/11/25. They did come and pick up the equipment on that date but I keep receiving threatening emails about returning equipment that has already been picked up! I even called them several times reminding them of this!! The telephone number I have to contact them is ************. Email states they are going to charge me full replacement value of something I no longer have!!

      Business Response

      Date: 04/23/2025

      Management will review the complaint and reach out to the complainant to further assist.

      Customer Answer

      Date: 04/23/2025

       
      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

      Date:04/18/2025

      Type:Service or Repair 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.
      This is the branch of Rotech located in Mt. ******, **. This organization is a joke. Husband went in Sept/2024 for sleep test at his physician, Dr. **** ****. Results came back for needing a cpap machine. It is now April 2025 and weve yet to receive one. We have both called numerous times only to get the run around how they have all the information and see where they have the order, but that the office has undergone all new staff and to bear with them. Twice, Ive been told this. Absolutely ridiculous and zero professionalism. In fact, Im calling my husbands physician to see if theres a more reputable company for us to go thru as I have zero confidence in this establishment handling anything medical. Im praying they are not scamming our insurance. Im starting to believe this office is a complete scam.

      Business Response

      Date: 04/21/2025

      Management will review the complaint and reach out to the complainant to further assist.

       

    • Initial Complaint

      Date:04/10/2025

      Type:Order 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 GOT A CPAP MACHINE FROM *********************** IN DEC.2023 . RENT TO OWN. IT..WAS 13 MONTH RENT TO OWN. IPAID MY DEDUCTIBLE AND WITH MY INSURANCE AND DEDUCTIBLE IN 13 MONTHS IT WOULD BE MINE.I RETIED IN JULY 2024AND WENT ON *********THEY TOLD ME IT WOULD NOT AFFECT MY RENTAL SGREEMENT WHEN I GOT *********** THEY ARE TELLING ME THE AGREEMENT STARTED OVER WHEN I CHANGER INSURANCE.I HAVE PAID MY 13 MONTHS AND MY INSURANCES HAVE PAID THEIR PART TOO. THE MACHINE IS PAID FOR AND I SHOULD NOT BE GETTING BILLED THEY ARE CROOKS AND THIS FRAUD. *** GOING TO CONTACT *** ABOUT THIS FRAUD ALSO. THEY ARE CROOKS AND SHOULD NOT BE IN BUSINESS.IF AGREEMENT STARTED OVER I SHOULD HAVE BEEN TOLD. NOTHING .THEY ARE CROOKS. .

      Business Response

      Date: 04/21/2025

      A supervisor with Rotech Healthcare's ****************** will reach out to the complainant to assist. We strongly advise the complainant to contact their insurance company regarding their specific coverage. In any case, we are only able to bill for what an insurance company allows. Rotech Healthcare does not choose how an insurance pays or what they allow. 

    • Initial Complaint

      Date:04/10/2025

      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.
      My daughter has had **** with Rotech and our insurance Harvard Pilgrim since July 2023. First payment that *************** paid to Rotech was on 7/29/23 for $1,053.46. I called Rotech when we first started with our new insurance (Harvard Pilgrim-due to my husband changing jobs) and Rotech told me that my copay each month was $210. I have been paying this since then. I received a bill for $842.77 in February 2025. When I called Rotech and spoke with **** M on 2/19/25 @ 4pm, she said it was from 10/29/24 and it was "denied" by the insurance because it "exceeds guidelines". She said they would review my account and get back to me. I never heard back from them. On 3/20/25 @ 3:34pm, I spoke with ****** at my insurance Harvard Pilgrim, and she told me that there are 28 denied claims from Rotech since 3/29/24 due to incorrect billing codes. ****** informed that under my policy that my daughters **** services are completely 100% covered and I should have never been paying a copay each month. She reached out to Rotech while I was on the phone and spoke with ***** at 3:44pm and gave him the correct billing codes and that he would resubmit all the claims that were denied. Also, ****** told me that Rotech would be issuing me a refund of all the copays I have paid. I again spoke with ****** at Harvard Pilgrim on 4/3/25 to check the status of the claims and she said there was no activity on my account. I called ********************** on 4/3/25, after speaking with ******, and requested to speak with a supervisor. The customer service *** stated their policy was to have a supervisor call back. Since 4/3/25 until today (4/10/25), I have not received a call back from supervisor, nor has any claims been resubmitted. I have also not been refunded my money!

      Business Response

      Date: 04/21/2025

      A Billing supervisor with Rotech Healthcare will reach out to the complainant to further assist.

       

    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair 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 had great experience by one girl her name was ******* or ****** sweetest girl ever but when I had walked in I heard her coworker screaming for her to come to the front to help me. She didnt come to the front for two minutes or so but she actually helped me while her coworker on the side of the window on the side desk didnt even say anything to me when I was at the window. Just screaming for her coworker. ******* or ****** was great and also helped everyone else in the lobby afterwards I just wish something would be done for her to not be the only one actually helping the other person was on their phone and couldnt even help the other patients. Thats just unacceptable and should not be okay at all hopefully some type of punishment will happen because its just ridiculous to see that only one person is handling 5 patients. Also this was not today this had happened on 4/8/2025 and I had seen this happening before hand! Poor girl needs a break from always helping patients out!

      Business Response

      Date: 04/21/2025

      Management has been made aware of the situation that was experienced and will address.

    • Initial Complaint

      Date:04/08/2025

      Type:Sales and Advertising 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 spoke with my health insurance, ********** Blue Shield (BSBC), and asked them if I could have my monthly charge for my CPAP billed out in full rather than make monthly payments. They said yes, it was no problem and I should do that since I had met my maximum our of pocket. I reached out to Rotech as soon as I got of the phone with **** and asked them to bill the remaining balance to **** on or before December 31, 2024. I explained to them I had spoken to **** and they approved it. I have made several calls and emailed them so many times I can't even remember. If you need call dates and time please let me know I can search my phone for that information. I may also have additional emails other then the one I have uploaded.

      Business Response

      Date: 04/21/2025

      This has been submitted to ****************** to review and address. 

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair 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 keep trying to charge me for service's. I turned in my oxygen concentration machine and told them I was moving out of state. They keep billing me.

      Business Response

      Date: 04/21/2025

      As this is a public forum, we can not discuss any specifics of a complaint that is submitted. Please have the complainant contact Rotech Healthcare's *************************** at ************ or the complainant's insurance company for specific coverage questions. 

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair 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'm 75 years old, using a CPap machine now over 5 years. I was told approximately August of 2024 about a more comfortable mask and doesn't leak.I was using Apria Healtcare. They told me i need to go tova pulmonary doctor and get checked and get a new CPAP machine request. I was told I would not be eligible till December 5, 2024.I contacted my Dr. ****** to see if an request had been sent.I have been waiting all this time. Dr. ******* nurse ******* told me she had sent it to Rotech Healthcare in *******. Hadnt heard in 3 weeks, I called her back, she told me that they said it was confusion cause of a 3rd party.Waited waited no word, called ******* back, she tells me they are working on it as we speak. Over a month ago.I sent both parties a letter telling them how I was so disappointed in their services.I received a phone call about a week an half ago setting up an appointment. My appointment was made for *****am on Friday, March 28, 2024.I walk in stat my name, date of birth and all looked totally confused. One of the workers contacted another lady, not sure if she was ***,or ***** telling me that ****** the tech tried contacting but it went to voice mail. They continued to tell me ****** had an emergency and would contact me to reschedule my appointment. Today, is Wednesday April 2nd, still have not heard ftom anyone. No one should go through this to get an upgraded CPAP machine. On this Friday, I took off of work to go get fitted for mask and machine losing ****** in pay.

      Business Response

      Date: 04/21/2025

      Management will reach out to the complainant to further assist.

       

    • Initial Complaint

      Date:03/31/2025

      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 have been dealing with with this issue since last year.they do not bill insurance most the time and only bill ***** you can see on statement.they keep telling me it's my responsibility.when they should bill ***** health insurance.then bill me my portion.they said insurance denied the bill.And yet insurance said if they bill it they'd pay it.there seems to be a huge problem with them billing on time,let alone billing at ****** you can see the invoice and what my amount is after insurance pays.13.44 I've over paid and they still want more.i want the bill straightened out.a refund of overpayment.and to cancel there service.they will not cancel service they said due to a balance due.wich is false.they owe me money.

      Business Response

      Date: 04/21/2025

      A member from Rotech Healthcare's *************************** has spoken to the complainant and their insurance representative to assist further. 

    • Initial Complaint

      Date:03/27/2025

      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.
      In Nov 24 I was discharged from the hospital with 1 tank and 1 concentrator before leaving I paid the fee due. Jan 25 I received text message stating **** was due and to log in to account to pay. I was not able to login so my daughter called to unlock my account. They said invoice was in mail. After getting into the account it only had a statement from 23 that was old and had been paid in 23. We called back and was advised old bill was in fact paid they weren't sure why it was still showing. I requested a supervisor callback, no callback received. Never received Jan invoice in mail. Feb received another text saying bill was due. Logged in again and still only the old statement was showing from 23. Called back and was told they don't mail invoices for less than $5 even though previous *** in Jan had said it was being mailed. Asked why old statement from 23 still showing and was told because that was the last bill paid and once the we pay amount due the website would update immediately and show invoice. It did not. He then said give it 24 hours. Requested another supervisor callback and sent a couple emails to customer service email, but no update or callback. In March finally received physical invoice but for fees from Jan and Feb which should have already been paid. It only shows half payment paid. We went in person to ****** Rotech office on 3/27 and was told this is a billing issue they could not help, could not call anyone or clear up issues. We were directed back to the 800 number and to request complaints ***** We called at 1pm and requested supervisor/complaint department and was told they emailed a supervisor and someone will call back and no complaints ***** After advising them we have requested callbacks via phone/email multiple times with no response, they did not care. Only saying someone would call back immediately. It is now 9:45pm still no callback. We want Jan/Feb invoices and credit full payment made in Feb over phone.

      Business Response

      Date: 04/01/2025

      A representative with Rotech Healthcare's ************************** did speak with a family member of the complainant to further assist. If the complainant has any additional billing questions, please have contact our PAD at ************.

       

    Rotech Healthcare Inc. is NOT a BBB Accredited Business.

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