Complaints

This profile includes complaints for Rotech Healthcare Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rotech Healthcare Inc.

  6251 Chancellor Dr Ste 119 Orlando, FL 32809-5613

• 

  First Choice Medical

  1649 Highway 22 W STE 2 Alexander City, AL 35010-4415

• 

  North Arkansas Home Care

  5322 Bleaux Ave Ste C Springdale, AR 72762-0729

• 

  Health-Way Medical Supply

  3054 Highway 90 W Pocahontas, AR 72455-4304

• 

  Camden Medical Supply

  630 Cash Rd SW Camden, AR 71701-4644

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:02/20/2024

  Type:Delivery 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 ordered CPAP supplies and got 6 different excuses from Rotech for reason not shipped Finally spoke with supervisor ******* on 2/20 /24 after order placed on 1/29/24 that machine not approved JPS sent order approval until November 2024 on 2/14/24 to April @ ******** office Told I had ******************* on file by ******* on 2/20/24 Not even sure what that means Contacted April and was told she had cases ahead of mine and she blew me off **************** sent me to hotline and then back to April who said she would have to look into issue Check out Rhema Medical *********** reviews They are terrible Don't know why JPS does business with them At they time of this complaint still waiting on call back It's 328;pm Have been calling since 900 am

  Business Response

  Date: 03/06/2024

  Upon further review, the patient submitted a supply order at the end of January 2024. The patient was notified that they would be eligible for these supplies mid February. When the order began to process in February it was found that an authorization was needed from the patient's insurance. Over the next week, the patient does speak with our ************* department a few times regarding this requirement. The authorization was received the third week in February. That day, the account is escalated to ************* escalation team who monitors and prioritizes in this type of situation. The supplies were shipped shortly afterwards and delivered the last week in February.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  Rotech has been charging me automatic payments since August of 2023 without necessity. I rented CPAP equipment from them and was supposed to billed via third party called Carecenttix. I have been investigating the issue since December of last year and a customer service rep finally confirmed today that I have a credit $426.32. I have called on multiple occasions to explain the issue however reps consistently point the finger at the third party company. Clearly, no investigation was completed until today. Furthermore, I was never contacted once to explain that I was being charged unnecessarily and to provide a refund. Every single person I have spoken to has been rude, dismissive, unprofessional. Most recently ***** claimed via chat that I have been making extra payments despite my attempts to explain they are AUTOMATICALLY deducted. I need my money refunded ASAP.

  Business Response

  Date: 03/06/2024

  Upon further review, the patient's insurance coverage was entered wrong when creating his billing profile. Since submitting this complaint, the patient spoke with the Patients ************ and they were able to correct the billing and issue the mentioned refund in February.

• Initial Complaint

  Date:02/19/2024

  Type:Product 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.

  My doctor ordered a CPAP machine that was approved by my health insurance company. It took almost a year to receive. When I received the machine, I was instructed to meet a 90-day use for compliance. I had issues with the equipment fittings. I finally drove to their sight location and was able to get the equipment that fit properly for my usage. I was cleared as compliant after 90 days. I uploaded the information to the company. My insurance company and I paid to Carecentrix for the machine and equipment. September of 2023 a man showed up at my door and told my wife he was here to repossess my CPAP. I told the man there must be a mistake as the insurance company would not have paid unless I was compliant. The man gave us a number to call and he left. I called the number to Rotech and the Rep said I was not compliant, I asked for the *** address to upload my card and I did. I received another call from Rotech that again said I was not compliant and that they were going to send the packing material to return my CPAP machine. I again explained that I was cleared after 90 days as compliant and paid all that was billed. A few months passed and on 1/29/24 I received a very threatening letter from Rotech Healthcare stating that I refused to return the machine and retention of their property may constitute conversion or civil theft. This is when I started calling again to get this straightened out. I made several calls to the number on the letter the representatives would say that they could see where I was compliant and could see where my Pulmonologist had also uploaded my information, again, into their system back in January 2024. I advised them that after my visit to my Pulmonologist he reviewed all the information on my machine and the history on the card and sent the information again to Rotech. My Pulmonologist assured me no one should be taking my machine. The finance department says that I have a zero balance. No one seems to know why I am being asked to pay.

  Business Response

  Date: 03/11/2024

  Upon further review, there looks to have been some issues with authorizations with the patient's specific insurance plan. We have gone ahead and converted the *** to purchased and marked the patient as complaint per recent *** usage downloads that were received. We have asked a ************* representative to reach out to get new supplies ordered.

  Customer Answer

  Date: 03/16/2024

   
  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

  Date:02/15/2024

  Type:Service or Repair 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 was changing to ******** told them that I did not want to copay they said there will be no copay that I qualify for this she deceived me they sent it with a bill I called them and said take this back they said now they say no to restocking fee and I have to ship it back to them

  Business Response

  Date: 02/23/2024

  Upon reviewing the account, we can not confirm what may have been told to the patient regarding coverage. In this case, there was deductible that was still remaining and that is what was showing as a patient responsibility. At this point, we have submitted for the balance to be adjusted off of the account balance. Moving forward, equipment orders will have a copay and/or deductible that will be patient responsibility. We suggest reviewing the insurance plan prior to ordering in the future as each plan is different.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair 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'm simply trying to get new CPAP supplies. Over the past three months, I've relayed my situation approximately 15 times, engaging with individuals such as ***************************, *******************, **************************** *********************************, and ***************************************. I've received phone calls with no direct way to communicate back to who initially called. Initially, there were compliance issues preventing the dispatch of new parts. To address this, my doctor completed the **** which Summit Res. confirmed multiple times, in my record or chart. Subsequently, Summit Res./Rotech/*************(who knows how to make sense of all of this) indicated problems with my insurance, suggesting lapses and claim denials. Seeking clarification, I contacted Anthem during each instance, and associates assured me that the issues were resolved. Anthem even called with me in a three way call, and i was confirmed as being fine to get new supplies. However, despite these assurances, I still encountered delays/no communication in receiving new supplies. Upon follow-up calls, I found myself revisiting the non-compliance issue. The associate would locate the *** in my records, initiate the process for replacement supplies, and then communication would cease. After assuring i would get supplies, i wouldn't The confusion persisted, with conflicting statements about compliance and a lack of control over Rotech's actions. Initially thinking Rotech and Summit Respiratory were the same company, it became apparent that communication between them was unclear or non-existent. They continue to volley responsibility back and forth. despite seeking assistance, no one could help. Although promised a call back from someone with probelm solving capability, i continue to not get any calls.This has been an ongoing cycle for the last three months. I've not had new CPAP parts in over 3 months. I've also attached email communication that goes nowhere. Tons of email with rotech, no resolution.

  Business Response

  Date: 02/23/2024

  Upon reviewing the account, the location manager over the patient's servicing area did reach out regarding his concerns. The patient did not meet usage compliance during the initial 90 day period after being set up. Because of this, he was not supplied with any further supplies. The patient was granted a retrial period and was explained that non-compliance was the reasoning behind the hold up in supply ordering. The account is still showing non-compliance. At this point in time, the location manager has presented the offer of purchasing the machine as patient pay. Moving forward, due to the requirements of his insurance and the non-compliance, any pap supplies would also need to be as patient pay.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair 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.

  Was more or less forced to accept an oxygen concentrator & (2) tanks from Rhema Oxygen/Rotech Company in order to be released from the hosp on Sat, Dec 30, 2023.Was NOT provided a copy of contract. Did NOT pay anything at the time as ******** was an option. Tech actually delivered, in a very big RUSH, a O2 tank that was not set up properly which the nurse noticed after he left and he had to be called back. So I only had one tank then.Have CONSTANTLY gone round and round with them to give me another concentrator which they refuse. Never have understood why as I have stated that I am private pay & would pay $1000 to come pick up and additional one!!!Long story short, they continue to pressure me for payment. At first I was saying I won't pay until you give me what I need. I bought a portable one from another company which COULD HAVE been from them but now that I have read reviews, I'm glad I didn't. After calling ************ to get a copy of bill and contract, they sent a driver to pick up equip rather than deliver documents! I, nor the equip are there, I have told them that. So now they say it is stolen/lost and will charge purchase price. After following the text link they sent finally on 2/1/24, I asked for said documents to be MAILED to me. I'm not going to run down paperwork that should have been provided me as a legitimate biz practice! They said I had to call local office. Have not had good luck doing that and refuse to now! They can do that for me and send adequate billing in order for me to pay. They said bill will generate on 2/15/24. So I said fine. I will keep equipment until I don't need according to ********** said I wouldn't ************** that I wouldn't pay when they wanted me to!!! They have caused massive trauma and health/life jeopardizing conditions with being a less than 'professional' business.I am glad you do NOT endorse them and I told them I was advising Hospital not to either!!!

  Business Response

  Date: 02/23/2024

  Upon further review of the account, the patient was set up with oxygen equipment in December of 2023. Upon delivery, the equipment was signed for along with acknowledgement of financial responsibility. The patient did ask for an additional concentrator, which it was explained that she would also need to patient pay for a second machine. At this point, the patient did also state that another company would be able to supply her with no issues. No payment was received for the initial concentrator resulting in the second not being delivered. Due to refusal to pay, the location began attempts to pick up the equipment. The patient was informed that if we could not pick it up, it would be confirmed as such and she would be billed for the whole price of the machine. She informed us that she would return it when she was done with it. In February, the patient spoke with the Patients ************ on two different occasions. The first time regarding the balance due and was informed that the new statement would populate on 2/14/24 and that it could be emailed or she could get a print out at her location. She once again refused to return equipment. The second occasion, the patient spoke with our Patients ************ regarding the original documentation of set up. This was mailed out to the address we were given upon set up. To date, we have not received the equipment back and the equipment has been confirmed as "Not recovered - Patient refused pick-up".

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21234147
  
  I am rejecting this response because:

   

  Upon further review of the account, the patient was set up with oxygen equipment in December of 2023. Upon delivery, the equipment was signed for along with acknowledgement of financial responsibility.**I have also asked t lest 2x for a copy of what I signed.  My request has been ignored

  The patient did ask for an additional concentrator, which it was explained that she would also need to patient pay for a second machine.  **I explained the circumstances why I needed it.  Each time my request was denied.  I even offered to pay ((($1000))) and go pick it up!!!  They refused & said it was not possible. At that point I stated that, "You are jeopardizing my health and trying to kill me!  So in that case I am in NO HURRY to (((PAY))) you until I am finished with the equipment."  At O TIME did I say I would NOT pay them.  Just that I wouldn't on their demands.  I don't reward bad service!!!

  At this point, the patient did also state that another company would be able to supply her with no issues.**This was said as evidence of how unserviceable of a company they were. To highlight that they are NO PRIZE to their customers.

  No payment was received for the initial concentrator resulting in the second not being delivered. **Blatant lie. At NO TIME was a 2nd concentrator even ELUDIDED to as being possible to receive!!  Apparently under ANY circumstances.

  Due to refusal to pay, the location began attempts to pick up the equipment.  **Again I stated that they were jeopardizing my health!!!!  That I would PAY when I was done.

  The patient was informed that if we could not pick it up, it would be confirmed as such and she would be billed for the whole price of the machine. She informed us that she would return it when she was done with it. **Evidently they don't hear well.

  In February, the patient spoke with the Patients ************ on two different occasions. The first time regarding the balance due and was informed that the new statement would populate on 2/14/24 and that it could be emailed or she could get a print out at her location. **I asked for a MAILED hard copy, as I am SICK and don't need to go traipsing around to try to get  statement.  Plus other ways of paying were NOT communicated should I have a momentary lapse in good sense and pay the poorly run company.

  She once again refused to return equipment.  **Why should I return something that is at least keeping me alive because of your poor business practices?

  The second occasion, the patient spoke with our Patients ************ regarding the original documentation of set up. This was mailed out to the address we were given upon set up. **So far as I know I hae not received a copy of contract.

  To date, we have not received the equipment back and the equipment has been confirmed as "Not recovered - Patient refused pick-up". **Finally a true statement.

  **My doctor is probably going to cancel my need for oxygen very soon and equip will be returned.

  **Payment will be made at that time ------ as long as Rotech REMOVES the derogatory and untrue entry against my Credit Rating.  After all, I might as well be guilty of what you are accusing me of, right.  Will save me some money and not benefit you after all.
  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair 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 attached the bill and my letter to this company. I tried to call and resolve it and all I got was a collection guy that wanted more information from me to collect the bill. I told him my issue and he had no interest in solving the problem but just tried to extract more info from me to collect payment. They have also assigned this bill to a collection company in ******. I am furious. I had a fall and was sent to the ******* *********************. I was in the trauma unit but my medication was mostly Tylenol and Ibupropen. After a few days they told me me I could walk down and around the hall they would release me. The night before they were checking me out of there I had a lady showed up that told me she could sell me a ****** in case I needed one. I am new to ******** and have been told about the scams and garbage businesses pull on you and I fee this is one of them. I told this woman at *************************, apparently a sales rep for Rotech or on a commission I am guessing, that I would only get a ****** if ******** paid 100 per cent of the cost. She said they would. The next morning at check out she showed up again and I asked her twice before she went and got the ****** if ******** paid 100% otherwise I was not going to get one, again I was very clear. To my surprise about a month later here comes a bill from Rotech and they want $96.25. I have sent them a letter to resolve it and tried to call them. I want all the bills, texts they are sending me and the collection to all stop. I think they misrepresented the cost and I offered them several solutions if they returned the $200 plus to ******** and I would return the ****** with proof. I ended really never using it and it has the tags still on it. I see the same model on Amazon same colors etc for under $50. I want a letter waving the bill and they need to train their staff to tell the truth. I feel I was scammed and they figured I would just pay it. I have been off work for months no money for this c***

  Business Response

  Date: 02/23/2024

  Upon further review, the patient was provided a ****** in August of 2023. The clinic/hospital that provided the ****** keeps inventory to ******************* and then submits paperwork to be filed and processed by Rotech Healthcare. We can not speak to what may have been said regarding coverage as there were non Rotech employees involved. We can speak to how coverage and payments are never guaranteed as each insurance plan differs with their allowances and fee schedules. Once the paperwork was filed for the ******, the insurance plans did respond that there was deductible remaining under one of the plans. Thus resulting in the $96.25 balance due. Rotech is solely the supplier and provided the patient with a ****** that the physician ordered due to medical necessity and the equipment was billed properly. 

• Initial Complaint

  Date:01/25/2024

  Type:Product 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.

  They keep sending me text saying I owe them money when I call they said it was their mistake. They were just trying to get my information to continue robo calls that I get daily. The amount they say I owe is ***** I don't use my cpap anymore and want them to stop harassing me.

  Business Response

  Date: 02/08/2024

  Upon further review, we have adjusted off the balance due on the account and also notated the account as "Do Not Contact" for ***************.

  Customer Answer

  Date: 02/15/2024

   
  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

  Date:01/24/2024

  Type:Service or Repair 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 needed oxygen after recovering from pneumonia and Rotech was the company that came to my hospital room on 12/20/2023. We paid them $47.57 on 12/20/2023 for a month of services. On Tuesday, January 16, **** I sent a message to *************************, the man that came to the hospital and told him that I was no longer using the oxygen and would like them to come and pick it up. He informed me he would need a discontinue order from my physician, without one I needed to sign an AMA document to justify why they picked up the equipment without an order. He stated that the order from my physician would make things much smoother. On January 22, ****, I received a text from Rotech that I had a new balance of $47.57 (for the month in advance). I had an appointment with my physician on January 23, **** and the order was sent to Rotech to discontinue use of oxygen and all the equipment was picked up on January 23, ****. I called Rotech to ask them about prorating the $47.57 and they told me that they would not prorate the amount and we would have to pay for the entire month in advance even though we were no longer using the equipment and did not possess it any longer. I did pay the balance on January 24, ****, because I cannot have this getting written off to a collection agency and ruining my credit.

  Business Response

  Date: 02/09/2024

  Upon further review, we have gone ahead and adjusted off the charges that accrued for the January date of service, which will result in a refund to the patient. This refund was submitted for yesterday and the patient was sent an email with refund confirmation.

  Customer Answer

  Date: 02/13/2024

   
  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

  Date:01/22/2024

  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.

  Paid Rotech in July 18 in the amount of $250.98. Emailed receipt showed a balance of $53.65. Paid this balance on 9/7/23. 10/7/23 Rotech sent me a statement saying I owed $53.65 from a 3/4/23 charge that showed that amount as an outstanding balance. These charges showed as current, not as 30 to 60 or 60 to 90 or over 90 days delinquent. I do not feel that I owed this charge, but I did pay it on 11/8/23 on my credit card for which I have evidence.Now Votech has come back and told me that I have charges that rose in February even though on the statement that they sent me, there are no charges for February 2023. They claim I owe them another $53.65 Even though the statement that came in October and November only showed an outstanding ballots from a February charge. If they have not bill me by October for a charge they had in February that they call a current charge that is a problem. This customer has no intention of paying them that and I have had many conversations with them and *** asked for a customer service supervisor to contact me to discuss this matter for which I have been stonewalled time and time again.

  Customer Answer

  Date: 02/06/2024

  They have sent me an additional text message regarding this supposed obligation.

  Business Response

  Date: 02/12/2024

  Upon further review, we do see that we received the Explanation of Benefits back stating the $53.65 being patient responsibility in February 2023. As to why it was not moved to balance due until December, was a system error. Due to the delay in that showing on the account we have gone ahead and adjusted off of the account balance due.