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

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

382 total complaints in the last 3 years.
161 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.

Initial Complaint
Date:01/17/2024
Type:Service or Repair 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.
On 1/11/24 I was released from *************************, I was given a oxygen tank to bring home. It worked fine. In the evening rotech employee brought one oxygen concentrator and six oxygen tanks. One of the tanks worked fine. All of the other tanks do not work. They emit oxygen loudly and I fear they may explode. I called headquarters ph no and was told they could not help me, they transferred my call to ****, the women who answered the phone sounded like she just woke up. I stated I wanted the oxygen tanks picked up. She started laughing at me. I hung up. *** filed this report. I am also filing a report with FTC, and **** consumer protection. I want all of the equipment picked up as soon as possible. Thank you.
Customer Answer
Date: 01/18/2024
I received a phone call today from this company, they wanted to know the name *** phone number of my dr that prescribed the oxygen. They already have this information, it is on their paperwork. This is just an attempt to further harass me. I provided them with my surgeon name, which they have on the paperwork, and my primary care physician phone number and name. I am disabled and their 1) employee who laughed at me on the phone yesterday, and 2) the aggressive employee today are exacerbating my disabilities.

Today I told the employee, that I will sign against medical advice I am requesting the oxygen to be picked up.
There company and their employees are rude and condescending.
Customer Answer
Date: 01/18/2024
I received a phone call today from this company, they wanted to know the name *** phone number of my dr that prescribed the oxygen. They already have this information, it is on their paperwork. This is just an attempt to further harass me. I provided them with my surgeon name, which they have on the paperwork, and my primary care physician phone number and name. I am disabled and their 1) employee who laughed at me on the phone yesterday, and 2) the aggressive employee today are exacerbating my disabilities.

Today I told the employee, that I will sign against medical advice I am requesting the oxygen to be picked up.
There company and their employees are rude and condescending.
Initial Complaint
Date:01/16/2024
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.
I contacted the company after retiring the end of August and losing my insurance (this was sometime the beginning of September), informing them to not autoship anymore as I no longer had the insurance. I informed them I am a disabled veteran and would start getting my supplies through the VA as it was my only insurance. On 11-20-23 I received an email notifying me of my shipment. I contacted the customer service and attempted to stop the shipment. I asked why I was still receiving shipments after I had already requested to stop them. I was told to call when I received the shipment as it was already sent. The shipment arrived at my residence on 11-25-23 (Saturday) while I was out of the country. I called the evening of 11-27-23 (Monday), but they were closed. I then called the morning of 11-28-23 (Tuesday). It should be noted that the company packaging says clearly that you have 3 business days to return the product. I contacted them on day 2. After being on hold a customer service representative came on. I explained what was going on and that I did not want the shipment as I no longer had insurance and had already requested that I not receive any shipments. I was informed that I was part of a VIP program and I could not return items. When I said that is not acceptable she immediately hung up on me. I then called the company back and got another representative who told me the same thing that I am in a VIP program and cannot return items. She then put in a request that I be able to return the items. I was told that I would get a call back . That evening I received a call back. I was asked what day and time I called months ago so they could pull my original call. I responded that I had no idea as it was months ago. I was told that due to my not being able to provide that, I could not return the items. I again argued their return policy to no avail. I now have a bill for all the items without having insurance deductions. The company clearly violated their own policy and I find it ridiculous that a completely sealed package is not eligible to be returned. This on top of the rudest initial customer service representative that I have ever encountered. This is borderline mail fraud as the company can just ship what they want and deny the consumer the ability to send it back. The company can then continue to bill the consumer with little recourse for the consumer, potentially ending in a collection status. I was then contacted by a local manager with Rotech, ********************* of their ******, ** office. H eadvised me that he would look into it and take care of the situation. Not only did the issue not get resolved but the bill is now even higher than before. I have the tracking number and a screenshot of the delivery date as well as my call log to prove I was well within the return time. Regardless this company has been a nightmare to deal with.
Business Response
Date: 02/06/2024
Upon further review of the account and speaking with the location manager, we have gone ahead and adjusted off the balance as the patient had informed Rotech that he did not want supplies and we did not properly notate. The balance on the account is $0.
Customer Answer
Date: 02/07/2024

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
Date:01/13/2024
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 made 5 calls to Rotech regarding billing me . They claim that they resolved the issue. They continue to send me invoices via emails. I do not have the patience to keep calling people who appear to be totally incompetent. If they do not resolve this asap, I will be calling the ******* Attorney General. This is deceptive billing. Hopefully someone with authority will call me to resolve this issue
Business Response
Date: 02/01/2024
Upon further review, the patient spoke with our Patient ************* since submitting this complaint. The charges that were accruing were populating off a rental that had already been converted to purchased. When it was converted to purchase, not all the line items were done as the same. This resulted in the continuation of a monitoring fee. This was adjusted off and the patient has a $0 balance.
Customer Answer
Date: 02/05/2024
I want confirmation that I will no longer receive notice of payment due by text or paper.
********************;
Customer Answer
Date: 02/07/2024

Complaint: 21142630

I am rejecting this response because:

I want confirmation that I will no longer receive notice of payment due by text or paper.

Sincerely,

*********************
Initial Complaint
Date:01/12/2024
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.
ROTECH is the most incompetent company and impossible to deal with. I had surgery "Total Knee Replacement" Aug 25, 2023 at ****************, ***********, **. Conceirge **************** provided a Nurse and a Physical Therapist. I needed a commode due to the surgery I could not bend my knee. I called the hospital, my Doctor, and Conceirge Healthcare to get a commode. After many many calls over weeks no commode ever came. I talked to my Doctors staff, the hospital, all of Conceirge Managers, my Nurse, and my Physical Therapist . Conceirge finally got a name to call at Rotech ****** ************. ****** explained that the commode was delivered to the wrong address. It was never resent to me! Six weeks later Rotech delivers a commode and asked me to sign for it. I never received a delivery copy and have no idea what date was on it. Now Rotech says they delivered it in August - NO they delivered it in October ! They billed me for it in September ! By the time it arrived, I did not need it ! I told them they could come and pick it up! Rotech is impossible to deal with! According to them they have no notes or ongoing commuication about this issue ! I have the names, phone numbers, etc of everyone who tried to help me from the Doctors Staff, ****************, ************** care etc who will validate my claim! I refuse to pay ROTECH Bills ! ROTECH IS INCOMPETENT
Business Response
Date: 01/25/2024
Upon further review, Ms. **** had a ****** and ******* ordered by her physician on Thursday, 8/25/2023. The commode delivery was delayed and ultimately delivered on Friday, 9/8/2023. We have a signed and dated ticket on file from delivery. This has been provided to Ms. ***** Once delivered, there are no notes of representatives speaking with her until December of 2023. She does debate the timeline where the commode was delivered but as stated, there was no wrongful billing as we do have a delivery ticket signed and dated by Ms. **** on 9/8/2023.
Customer Answer
Date: 02/05/2024

Complaint: 21138830

I am rejecting this response because: The commode was not delivered until October. I had my Doctor ****** and his staff calling Conceirge to get a commode delivered from Aug thru the first of October. ************** care Manager called Rotech. I have eye witnesses ,the nurse and the re rehab therapist. who came every other day for 5 weeks and told their supervisors that no commode was delivered! Thanks to all their efforts I got a call from Rotech saying they had delivered the commode to the wrong address and were delivering one to me finally ! Rotech is a company with similar complaints to mine and bad reviews !

Sincerely,

***************************
Business Response
Date: 02/16/2024
After further review, we have gone ahead and submitted for the adjustment/removal of the patient balance. Due to the lack of information to corroborate the patient's side or negate it, this is the best course for the account.
Customer Answer
Date: 02/21/2024

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 **** accept your removal of the charge to my account but your statement "Due to the lack of information to corroborate patient" you were sent several times the names of my *** ********* staff, and your own employee ****** to substantiate my claim ! Rotech is the most incompetent and predatory business - they should not be allowed to do business with ******** !!

Sincerely,

***************************
Initial Complaint
Date:01/11/2024
Type:Order 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.
Obtaining CPAP supplies:I have been attempting to get my CPAP supplies for months. Each interaction with this company results in a different reason as to why I have not received my supplies!They either blame the insurance company or the doctor. It appears the insurance and doctor are doing their part to resolve the issue. My health is declining with each night that I am unable to use my machine. This company has been incompetent from the beginning and needs investigated! Healthcare is in such a crisis and it is companies like this that are the cause!
Business Response
Date: 01/25/2024
Upon further review, the account and delivery of supplies were on hold awaiting an authorization prior to sending. This is a stop in our system as this is an insurance requirement. There was a delay in supplies due to this but has since been rectified, which allowed us to send supplies and they were delivered 1/17/24. Depending on insurance requirements, authorizations may require different information from the physician as well. It truly differs going off the authorization that we are trying to obtain. We do apologize for any delay that this may have caused but are only following the processes that we have when contracted with insurance companies. Moving forward, supplies might continue to require an authorization as well depending on Ms. ****** specific insurance plan.
Initial Complaint
Date:01/05/2024
Type:Service or Repair 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.
Had appointment with tech to setup CPAP. I never opened any of the equipment because it was incorrect type and needed an exchange. I explained had used CPAP almost decade and need a heated hose. The lady named ******** at Summit Respiratory said it required a prescription. I continued to stress I can only sleep with heated hose because otherwise it severely drys out my throat. Keep in mind I kept tubing unopened and then she immediately rips open packaging and says I can just buy one when I get a prescription because insurance only covers it once every 3 months. I had a 2pm appointment so I easily would have called doctor or gone in person same day to get required prescription but ******** was unprofessional and denied me that opportunity when inappropriate behavior ripped open the packaging. The physical CPAP device was able to be setup without tubing because I was not going to be using the machine in office. Therefore this was 100% preventable. Basic logic if P, then Q or even but for ******** actions I could have gotten this tubing issue resolved without having to take on an additional unnecessary expense. Please reprimand ******** and I expect Rotech/Summit respiratory to replace the tube for free once a prescription is obtained.
Initial Complaint
Date:01/05/2024
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 was diagnosed with sleep apnea and obtained a cpap through rotech in May 2022. The first year I was able to place and purchase supplies when I needed them. As per insurance compliance, I have to go to the doctor each year to ensure I am using the machine. I use it every night Since September 2023, I have been unable to place a resupply order. I have gone back and forth with my insurance company and rotech for months now. I am using old filters and old equipment which will eventually make me sick. Each time there is a resolution between insurance and rotech, rotech never places the order, despite them having everything they need. I call my insurance company frequently whenever rotech emails me and says they cant fill my order. I dont understand what the issue is. They have everything they need Further, rotech itself always blames the delay on the brick and mortar store in ***************. These people are impossible to reach. They do not answer the phone or return calls. Im essentially begging them to do whatever they need on their end to place my order. Even *************, a rotech company who ships the supplies, says they are waiting on the store in ***************. Even if I do get my supplies, this will happen again in 3 months. Im begging someone to help me get what I need. I have the money in hand, *** given them hundreds of dollars. I just need my supplies. This isnt right.
Business Response
Date: 01/25/2024
Upon further review, there was an internal issue with the billing on Mr. ****** account. This has since been reversed and Mr. **** received supplies 1/23/********** forward, the account has been corrected and will allow Mr. **** to order supplies as needed.
Customer Answer
Date: 04/02/2024
From: ******************* <*******************>
Date: Wed, Jan 24, 2024 at 1:39 PM
Subject: Rotech complaint
To: <***************************************>

Hi,

I submitted a complaint against Rotech due to this sack of c*** company not filling my cpap supplies order when they had everything they needed to do so.

They sent my order and I received it. Im not using this company anymore so no need to continue trying to contact them.

You all notified me that they wont contact you back. No surprise.

But yeah we are good now. Thanks for trying. Company is dog****.

Thanks,

*******************;
Initial Complaint
Date:01/04/2024
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 received my cpap machine from Rotech in February 2023. I was told it would cost $5.** a month for the machine after my insurance for 10 months then it would be paid for. I would still need to pay for supplies for it though. I paid my bill in September 2023 and had a $0 balance. Then in October 2023 I received a bill for $5.**. Then in November 2023 I received a bill for $10.** (I had not paid Oct yet so $5.** for each month. ) on December 28,2023 I received a bill for $104.73. I have not received any new supplies from them so called them on 1/4/2024 to ask what the charges were when it should only be another $5.**. They told me they did not receive payment from my insurance in May 2023 so 8 months later billed it to me!! I spoke with **** in billing. I asked to speak with someone else as **** was not making sense and he refused to let me speak with anyone else. He gave me corporates number ************ which I called twice and never received an answer! I believe they are billing me for things they never sent or have already been paid for. Also, they should NOT be allowed to bill me 8 months later when they said they had insurance approval!!
Business Response
Date: 01/23/2024
Upon further billing review, the larger than normal bill was from the May 2023 date of service for the rental of the equipment. Billing did discover that the insurance denied payment due to issues with our provider information that was submitted with the claim. Billing has resubmitted and adjusted the responsibility of May 2023 date of service back to insurance responsibility for further processing.
Initial Complaint
Date:12/31/2023
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 have been in touch with Rotech Health which is a part of Rotech Healthcare INC. at ************** many times since Sep. They are sending bills every month to which they would like to be paid for. On each call I let them know that I will not pay the bill until it has been corrected. They are charging me more than the Explanation of Benefits(***) from *************** shield. 14 Dec i talked to someone in customer service, she put me on hold for about 10 mins then came back and picked up the phone and hung up. I then called ***** in finance and he pulled the **** and saw the mistakes that was on the bill. He forwarded on to higher service personnel and they were to take a look at it and fix it. Called back the 27 Dec and talked to ****** in finance and nothing had been accomplished to fix the bill. She forwarded in on to them and she said it would take 30 to 45 days for them to review the statements and the ****. On 2 statements there was an agreement made that the deductible would be only $5.00.. Even though the *** has a different amount($175.17). The amount on the *** for 22 Aug
Business Response
Date: 01/17/2024
Upon further review of the patient's account, it was found that the co-insurance was set at a higher percent responsible within our systems, so that is why his balances were larger. This has been corrected. Regarding the agreed upon $5 co-insurance, this was only for the ventilator. If the patient is needing further accommodations for the other equipment, please reach out to the Patient ************* to discuss it further.
Customer Answer
Date: 01/28/2024
I have called ROTECH and have talked to them again, and was still having the same issue. I talked to them again on the 19 Jan and was to receive a new bill from them. I see where it was mailed and I am basically in agreement now with them. ALl except for the Dec 25 invoice. They have charged me, before BCBS even paid the bill. As have i now I think it is ok. Just waiting on the paper statement to come in the mail. I will go on to the website and see if that is correct and it will be paid no later than Tues 31 Jan. I just cant help to wonder how many of people are over paying off of the billing statement without checking their insurance coverage. Especially the elderly. Seems to be happening alot withh thic company

Thanks for your help in this matter.
Customer Answer
Date: 02/01/2024
I have called ROTECH and have talked to them again, and was still having the same issue. I talked to them again on the 19 Jan and was to receive a new bill from them. I see where it was mailed and I am basically in agreement now with them. ALl except for the Dec 25 invoice. They have charged me, before BCBS even paid the bill. As have i now I think it is ok. Just waiting on the paper statement to come in the mail. I will go on to the website and see if that is correct and it will be paid no later than Tues 31 Jan. I just cant help to wonder how many of people are over paying off of the billing statement without checking their insurance coverage. Especially the elderly. Seems to be happening alot withh thic company

Thanks for your help in this matter.
Customer Answer
Date: 03/04/2024
This has been corrected and the bill has been paid as 29 Jan 24. Thanks for you support and help in this matter. Hoping all is good from here on out

Thanks once again
Customer Answer
Date: 03/05/2024
This has been corrected and the bill has been paid as 29 Jan 24. Thanks for you support and help in this matter. Hoping all is good from here on out

Thanks once again
Initial Complaint
Date:12/31/2023
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.
This company is horrible to work with I have been trying for over a week to get a non working cpap replacement for over a week and just get the runaround. Now I am just trying to return the equipment to get another supplier but that is proving difficult also!
Business Response
Date: 01/23/2024
The location manager did attempt contact with Mr. **** on 1/19 and had to leave a message. Please reach out to ******* at Phone: ************ ext. ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Rotech Healthcare Inc. is NOT a BBB Accredited Business.