ComplaintsforRotech Healthcare Inc.
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Complaint Details
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Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Original Date: 8/03/22 I ordered supplies for my CPAP using my new insurance Aetna Better Health of ********. (I had used this company for several years through my previous insurance, and I communicated with them via email before ordering the supplies concerning the new insurance and was assured that took my new insurance.) My understanding was this was pre-approved with the insurance company by Rotech. I started receiving bills for $50 in fall of 22. I communicated by phone with Rotech each time I received a bill -- letting them know that it had not been filed with my insurance company. I told them I could not pay until they FIRST filed the claim with my insurance company. They kept reassuring me that it would. I eventually communicated back and forth with a Rotech Representative several times via email (I still have the communication, if that would be helpful) in early 2023. They indicated at that time that they would get back with me but never did. Today, July 5, 2024 I received a letter from a collection agency trying to collect on the $50. I am very frustrated with this company as they NEVER as far as I know filed a claim with my insurance. I made many attempts to resolve the issue, but no one at Rotech seemed to know anything and had no explanation as to why it was not filed with my insurance.Business response
07/25/2024
This complaint has been reviewed and addressed. Please have the complainant contact our *************************** with any questions. Their number is ************.Customer response
07/31/2024
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.I did speak with Rotech by phone. They assured me that they have removed me from collections as well as cancelling the $50 debt. As long as they follow through with this, I am happy.
Thank you so much for your assistance in this matter.
Sincerely,
***************************Initial Complaint
07/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
DME not delivered complete or assembled failure to respond to emails and phone calls in reasonable manner Failure to retrieve equipment improper ******** billingBusiness response
07/25/2024
This complaint has been reviewed and Management will be reaching out to the complainant to further assist.Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing a complaint on behalf of my mother, *********************. She has been receiving oxygen from Rotech for 3-4 years. She tried to order oxygen today and she said Rotech told her that, she cannot receive a delivery till August. At no point has Rotech ever had a delivery like this while with their service. They said they can deliver 15 tanks to her home every 90 days. I said to Rotech what happens on day 89 if she needs oxygen, "Well you are more than welcome to come and pick up whatever she needs". Rotech is a delivery service for oxygen, if I am not around how does a poor 80 year old woman get oxygen? I do not work for Rotech, I myself have a full-time job. Never mind the frustration that it is causing this woman. I would like to speak to someone it is very hard to put all of this nonsense into an email.Business response
07/25/2024
Management has reached out to the complainant to further assist.Customer response
08/01/2024
Complaint: 21933766
I am rejecting this response because: the company finally did contact me and they had a temporary solution for the matter at hand. I told them that I do not accept their solution of this issue. Rotech wanted me to accept the *** and then revisit in January 2025 after which they know that it would be rejected by insurance. My mother nor I, did not pick this company to deal with,she was discharged from the hospital not knowing if she was going to live or die in January of 2022. Thank God she is still with us 2 1/2 years later. Rotech never informed us of the process in which needs to be gone through in order to receive services and have them covered by insurances. They are out to make money. The Branch Manager said she would cap out in January of 2025. So I stated that is what you are worried about, it doesn't matter that my mother doesn't have the quality of life that she deserves in her late years to go outside of her home comfortably and visit her family and grandchildren and great grandchildren! the manager stated well it wouldn't benefit Rotech!!! I am done with Rotech and have worked very hard to find a suitable replacement!, I will never do business with this company ever again!So thank you will all my heart BBB for all your help in this matter and it is really sad that business' are allowed to carry on and stay in business for the customers that they serve.
Sincerely,
***********************Initial Complaint
07/02/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I received High frequency chest wall oscillation system (Chest Vest) on 05/12/2023. Chest vest was delivered personally by Blue Dot representative and I confirmed I would make 10 payments after which the vest would be mine.Rotech/Blue Dot submitted claim for *** and June 2023 with my insurance carrier that was Aetna for US$ ******* respectively.I got ******** from July-2023 and I update my insurance detail with Rotech/ Blue Dot. But from July-2023 to till now Rotech/ Blue Dot did not submitted any claim for Chest Vest.Without submitting any claims with my insurance company, how can I received the monthly statement form Rotech/ Blue Dot from July-2023 to November-2023. As attached are the bills I received from Rotech and I have proof of payment for all bills. Fast forward Rotech has been trying to take the vest back even though I have paid all their bills in full and I have documentation of my doctor sending the necessary paperwork to Rotech so they can bill the vest under my insurance. I am constantly getting harassed via phone calls and house visits at my front door by their employees looking to pick up the equipment however every time I call them and speak with *********, she tells me they will get it resolved with the billing department and we should not have this issue. Along with that she told us we would receive a new statement updated to current and moving forward no one will come pick up the vest. However, after that call on June 18th another representative was at my front door to pick up the vest. How can they collect 7 months of rent then start pulling this unlawful business practice to a man whose life/well being depends on the use of the vest. It is illegal for them to collect 7 months of rent and then pull these unlawful business tactics just so they can collect the vest back into their position knowing I only have 3 months left to pay before I can be the sole owner of the Chest Vest which I need/use 3 times a day by direction of my doctor.Business response
07/25/2024
Management is reviewing and assisting with this submission. Please have the complainant reach out to ******** at ************.Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a portable and O2 concentrator via Rotech as rentals units from this office:*************************************************** When I called this NM Rotech business, they stated my oxygen is covered at 100%.And in-network with *********************** (Aetna/CVS) covers oxygen at 100%For some reason, this company is billing me, (the patient?)I received a phone message that they will stip my service for un-paid bills.They should net be billing me?Business response
07/25/2024
This complaint has been reviewed and addressed with the complainant.Business response
07/29/2024
As this is a public forum, we can not discuss any specifics on a potential patient or their personal health information. We have attempted to make contact with this complainant by email. They are refusing to open the email.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was sold a CPAP machine by Rotech which was issued to me in April of 2022. This was a monthly payment for an arbitrary amount of time, at which the insurance covered the rest of the machine and it was purchased outright. My insurance company (***) and Rotech themselves have said that this should be no longer than 13 months in the majority of cases. I am still being billed to this day, over 2 years later.Rotech has lost my *** member ID multiple times from their records and ended up billing me without insurance, even though my insurance hasn't changed since November 2020, far before the issuing of this machine.Upon digging into this, Rotech has on their records that I was issued another machine and the billing was reset. This did not happen and I have the original serial machine they gave me in April 2022. They claim they cannot help me and that I need to call the billing HQ in **********The billing HQ does not answer the phone. I have gotten through one single time to an operator, who transferred me to the *** specialist, who did not pick up the phone and did not return my voicemail. I have called this place at least 10 times and 9 of those I end up transferred to a third-party call-center across the globe that tell me downright incorrect information about my account.To my knowledge, I have overpaid them by around $600 because they kept billing me past the point of where the machine should have been purchased outright. As of January, my insurance company had not received a single submission from Rotech since June 2022.I wish I had looked at the reviews for this company when I was sent there by ****************** as the Yelp/Google reviews are unanimously 1-star. So many people have had the same problems as me, and the company doesn't appear to be even able to contact the billing office themselves and figure this out.Business response
07/19/2024
This complaint has been reviewed and addressed. Should the complainant have any additional questions, please have them contact the *************************** at ************.Customer response
07/23/2024
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
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They don't communicate well with my doctor, constantly has to send faxes to them that disappear. I've had to go physically to their office and hand them prescriptions because they never action them. Trying to communicate just that is virtually impossible to do, they either never answer their phone, or you leave a call back request, and they never call back.So, let's review, they don't accept and action faxed prescriptions.They don't answer their phone.They don't call back.as I've written this, I've been on the phone waiting for over 20 minutes, now 30 minutes. If my call was important to you, you'd answer the phone timely.Initial Complaint
06/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've had a Rotech Cpap machine for 2 and a half years. I have been unable to download the ** card due to my doctors office not having the correct equipment. I have told them repeatedly I use the machine each night and they refuse to help me out with the problem. They now have threatened me with a letter from a lawyer that I either return the machine for noncompliance or they will repossess the machine. They also will charge me ******* if unable to repossess the machine and threatened to notify all the credit agencies, harming my credit. My physician offi e is even trying to help contact them and they are only saying my machine is "offline". No phone calls get answered when I call...only goes to the same voicemail. Rotech is a miserable company and I will never recommend anyone deal with them. I am in the healthcare field myself! If they force me to switch companies now, that is insurance fraud because my insurance has been paying them for 2.5 years now and I'd have to start over new with a new company. I want the harassment to stop and find a solution to this problem. DONT EVER DEAL WITH ROTECH. THE WORST COMPANY I HAVE EVER DEALT WITH.Business response
06/28/2024
This submission has been reviewed and the Location Manager has attempted to make contact. Please have the complainant call the location at ************ and ask for ***.Initial Complaint
06/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They keep sending me a bill for $550.00 I had ********* I dont have a deductible.Business response
06/26/2024
Please have the complainant contact our *************************** at ************ for further assistance.Customer response
07/11/2024
They have told me the same thing over the phone when I contacted them. They are not interested in finding a solution.
Customer response
07/22/2024
They have told me the same thing over the phone when I contacted them. They are not interested in finding a solution.Business response
08/01/2024
This submission has been reviewed by management and addressed. As this is a public forum, we can not provide any information regarding the submission. Please have the complainant contact out *************************** at ************ if they have any questions.Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In 2023 my doctor prescribed a sleep study for a ****. I rented a **** from Sleepcentral.com which provided it through Rotech.com. I later was denied insurance coverage for the device when I switched insurance companies, resulting in Rotech charging me directly for the rental. Rotech had already charged me far more for the rental of the device than it was worth. I paid what I owed from when my new insurance began denying coverage. On December 23, 2023, I shipped the **** back, along with a required doctor's ****** stating that I no longer wanted to rent one and would instead purchase my own. Starting February 28th through May 28th 2024, I received notices that I was behind on payments. I was certain I had paid up as far as I was obligated to according to what the customer service told me at the time I canceled services. Since purchasing my own device, ********************** has continued to send me notices to pay an additional $58.72 they say I still owe. Not only was I assured by customer service when I initially terminated services that I didn't owe it, I don't want to pay more for a machine that they already charged me far over the value for, and which they've probably rented out again several times over and recovered that amount several times over. I no longer have the rented device, having shipped it back to them on December 23, 2023 and having purchased my own.I have just paid the $58.72 they say I still owe. Now I want the notices to stop and I want the balance checked to ensure that it has dropped to zero _again_ with a _written_ assurance that I will no longer be harassed for any amount of money ever again by Rotech.Business response
06/26/2024
Please have the complainant reach out to *************************************** for further assistance.
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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.