ComplaintsforRotech Healthcare Inc.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in the hospital for two weeks in March 2021 with sever COVID. Upon release, Memorial Herman Hospital released me with an oxygen machine rental. I only needed the oxygen machine for 2-3 days after release. I called the company to schedule removal of the oxygen machine. A driver came to my home and removed the oxygen machine on April 2, 2021 in the morning. Even after removal, Rotech Healthcare, Inc. continued to bill me through November 2021. I have documented phone calls each month, two times per month trying to resolve this issue. Rotech has researched the issue and shows that the Oxygen machine has been reassigned and reissued to other patients. Regardless, Rotech continues to bill me for an oxygen machine I had in my possession for less than 1 week. I have requested a credit due to their problem in accounting for their equipment. We never received any paperwork when the unit was removed and I am told they should have provided it to me. This is completely unacceptable and request my billing be credited accurately for the time I had the oxygen machine. This is the address for the local office that continues to bill me: 27347 W. Hardy Rd. Ste 308 Spring, TX 77373 281-209-0270 Kevin R**** Stephanie M*****

  Business response

  01/27/2022

  Business Response /* (1000, 9, 2022/01/14) */ Upon further review of the account, we have gone ahead and adjusted all the dates of service and will be issuing refunds to the patient's insurance as well any payments that Mr. **** may have made. Please allow 7-10 business days to reflect any adjustments and/or refunds. Consumer Response /* (2000, 11, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as my account is credited and the account balance is zero, I will be satisfied.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rotech provide me a leased Cap Machine. In June I received a notice not to use my machine and that action would be taken to replace my machine. No action was taken. I returned my machine in November. I keep getting charged for the device even though I returned it and it has not been usable due to health hazard concerns. Rotec has been charging my debit card and refuses to stop.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/30) */ Upon further review of the account, we have gone ahead and submitted for a refund of the 12/15 payment that was charged to Mr. ***'s credit card on file due to the patient mistakingly added as an automatic payment. We have also submitted to have the current balance of $20 removed from the account as it was resulting from the pap monitoring service that was not covered by insurance that fell on dates of service after Mr. **** has expressed not using the machine. Due to billing system issues and the holiday, please allow a few extra days for your account to reflect the adjustments. I can confirm that the account balance will be $0 once completed.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went to Oxygen of Oklahoma with an order from my physician for a CPAP and PAP monitor device. I was told by Rotech, Oxygen of Oklahoma dealer for Rotech that the supplies would be covered by insurance or they would not send them out and the cost of the cpap machine would be all covered by the insurance company. I have 2 different medical insurances and both were given to Rotech. I started receiving bills for supplies and letters from Anthem BCBS stated that Oxygen of Oklahoma was not supplying information and they could not process claims. We had received several letters. We stopped automatic shipments once we found out we were being charged a $499 bill in September. At this point we started calling Rotech to explain what was going on. Also we had received a recall for the cpap and had stopped using it due to having symptoms from the recall notice. We talked to several people from Rotech about sending it back since it was recalled and had them ship us a box to return it. Then we continued to talk to Rotech who told us that I only owed $247.62 to keep the cpap Sept 2021. Then I called Rotech again got a different rep to make sure they were billing both insurances, BCBS Anthem & BCBS of OK and was given a different amount that I owed $516.50- Nov. 8, 2021. They told me to wait and start billing the secondary insurance and to not pay the bill we had received. So I received a bill by email for $90.74 on 12/7/21 then on 12/11/21 I received TWO bills dated Nov 29, 2021 for the cost of the cpap at $ 1,460.00 and was being threatened to return the cpap or face collection agency. Also I was told that I may have to start the rent to own the cpap again for another 10 months even though I was at the 10th month and been paying on it all year long. No one can give us a straight answer and each call was more confusing and were told different inform and diff amounts we owe, no one could give me an answer. ROTECH is acting in bad faith.

  Business response

  02/17/2022

  Business Response /* (1000, 9, 2022/01/03) */ We apologize for the delay. With the holidays and billing system issues, our processes were slowed down. Your account has been elevated to billing management to review and we will update when we hear anything. Consumer Response /* (3000, 12, 2022/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is saying that we don't owe anything and we should be getting a refund and it has been delayed due to the holidays, although this has been going on way before the holidays and just recently sent to a billing specialist. We have nothing in writing, and I will not say it's closed until we receive paperwork stating that we owe nothing and receive a refund. I have tried to call the billing specialist and not able to get anyone. I don't feel it's been resolved yet; there is no evidence. I can't trust someone's word over the phone, unfortunately. Please keep this complaint open for now. Business Response /* (4000, 14, 2022/01/27) */ Upon further confirmation, Mr. **** was contacted by our billing/refunds department and has been notified that the refund is being processed and will be sent out in the form of a check. Consumer Response /* (2000, 16, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are fine with the latest resolution that has been agreed to as long as Rotech will follow through.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sleep using an oxygen concentrator and initially used Rotech Healthcare's services to provide this for me. I stopped using Rotech's services on 08/31/20, paid my account balance on 09/21/20 after being asked to do so, and after pick up delays on Rotech's end, the equipment was picked up on 09/28/20. However, on 01/29/21, I received a bill that I still owed $58.74 for charges from 09/05/20-09/28/20. There has been communication attempted on my end for this charge to be dismissed (on United Healthcare's end as well), but Rotech keeps sending billing invoices, and, most recently, has had a debt collector law firm send a letter to collect this "balance" - almost a year later. (I also have yet to hear back from this collector after reaching out via three different methods.) It is absolutely ridiculous that Rotech would pay a collector to receive $58.74 from me, but also equally puts me in a place where I either pay an attorney to "fight" this, when I am being pursued to pay money that I do not actually owe, to a company who apparently has a strong history of false claims - according to a quick Google search. The easiest thing would be to just pay this to make it go away and stop the harassment, but if they do this to all the patients who have home health oxygen needs, then that adds up to a lot of false claims and a lot of money being given to a company who never should have had it. This patient population is generally elderly and vulnerable, and it is NOT okay for Rotech to take advantage of that. Just for reference, I do pay my bills on time, am debt free except for my mortgage, and my credit score is in the 800s.

  Business response

  01/06/2022

  Business Response /* (1000, 9, 2021/12/29) */ After further review of the account, most of the balance is resulting from billing an additional month the same day that the equipment was picked up. We will be adjusting the balance of $58.74 off the patient's account and have submitted for Ms. ***** to be removed from collections, this will reverse any derogatory mark on your credit. Consumer Response /* (2000, 11, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with this resolution/Rotech's response and that this matter is now finally resolved. Thank you, BBB, for helping to facilitate this.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Rotech sent an invoice for amount due that is not owed. In other words they sent a bill without contacting insurance first.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/12/22) */ Upon reviewing the account, the balance that was accrued was due to assumed coverage. Once an explanation of benefits and payment from insurance happened, Mr. ****'s coverage percentage was updated to 100% as the EOB showed. Once that was updated and rebilled, the balance was removed from Mr. ****'s responsibility. When insurance if initially entered into the system, we can only input what we know up front as insurance coverage is never fully guaranteed or what it may be paying out at that time, considering out of pocket expenses or even deductibles remaining. That being said, the statement was released prior to receiving the EOB and updated insurance coverage. Once notified, the coverage was immediately updated as stated above. In the case that the patient would have made a payment on that amount, it would have become a credit on account for the patient. Complaint Response Date bumped because: Holiday Consumer Response /* (3000, 7, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business knew at time of transaction I had met my out of pocket max for the year (met in January) yet they billed me anyway. Very deceptive business practice. This company is simply being lazy. They do not need an EOB to determine if I have met out of pocket max.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I met with Gillian W***** to receive CPAP and training. I was provided barley enough supplies to start use to begin with. She told me to submit for supplies right away and they would put me on the auto delivery routine my insurance company offers. I followed her instructions, but was told due to the amount of supplies I was given initially, I wouldn't receive new supplies for another 90 days, but I only had 14 days supply. I then received a bill for some $300 stating a bunch of supplies I never received. I contacted Gillian and she provided me some emergency supplies and placed an order for more. I was immediately billed, again, for the additional supplies which brought my total bill to over $400. The next day, I returned the machine and ALL supplies to Gillian at HOOKS Oxygen and medial Equipment and informed them I was not going to pay any outstanding balances. I contacted Rotech and UMR and let them know I felt there was a great deal of insurance fraud going on. Yesterday, I received another bill from Rotech for the same amount. I want the bill forgiven and the $95 co-pay I made to Rotech-Evansville, DBA HOOKS Oxygen and Medial Equipment refunded.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/15) */ Mr. ***** and his spouse did meet with me and I instructed them on usage, cleaning, and the resupply schedule. He did receive a mask and headgear with one pillow cushion. He also received the machine with one filter included, the tubing, water chamber, humidifier, and modem. I did supply him with 5 additional filters for his unit. He did contact me with his supply issue on 10/15/2021. I contacted our resupply department and figured out the issue. They did not send his additional pillow cushions as originally thought, so he was sent 4 additional pillow cushions, and I gave him one emergency pillow from my office. I also provided Mr. ***** with a replacement schedule for his supplies and did reiterate that depending on his insurance contract, he would most likely get his resupplies every 90 days. On 9/29/2021, Sleep Central, our resupply department, did notify Mr. ***** that he would not receive any additional supplies until day 30 of his usage with his machine. So, Mr. ***** would not receive anymore filters until 12/9/2021 since I supplied him with enough for 90 days, and his tubing is only replaced once every 6 months. The extra cushions were enough to supply him until the 12/9/2021 resupply ship date. I cannot attest to why Mr. ***** received the billing that he did, and our billing department should answer these questions. However, I do understand Mr. *****'s frustration. I do not feel we committed any insurance fraud. We deal with many patients that have UMR insurance and have a great working relationship with them. I would have preferred Mr. ***** contact me so I might have been able to get him some answers on his billing issues. He did not contact me until 10/26/2021 via email that he was dropping off his equipment because he was frustrated and done. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I just received another bill from Rotech, which I will not pay. Second, I did NOT receive a 30 day supply of materials at the onset AND SleepCentral told me I had to wait 90 days to receive any additional equipment because HOOKS reported they had given me a 90 day supply As an example, the nose pillow I was provided is to be replaced every 14 days and I only received one at the onset. Furthermore, they are billing me for equipment I never received. For example, I was billed for 2 modems when the unit only uses one and was pre-installed. Complaint Response Date bumped because: Holiday Business Response /* (4000, 10, 2022/01/05) */ Hello We have spoken with Mr ***** and have adjusted off the balances that were due. Consumer Response /* (2000, 12, 2022/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Jenny R was very professional and helpful. She took care of the billing concerns.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have been diagnosed with Sleep Apnea. In 2020 I was fitted with a BiPap machine to help with that. Around April/May 2021, there was a recall given on my machine. I was provided zero notification from the company that set me up with the machine. The employee, Donna, said that I probably have as much information as she does. I still have all the emails. I quit using the machine because unsure what would transpire. Knowing there was a recall on the machine, this company continues to bill me for supplies, only to be told in October by Donna, that it was my responsibility to stop that. I searched and signed to get my machine replaced. At first I had notification that it was going to be July 2022, then I just received an email saying it will be Sept 2022. I contacted my insurance in regards to it. My insurance suggested that I go back to the doctor and get a new prescription. I did that, and it was sent back to Rotech of Mt Vernon LLC. Donna said that I can not do that and I had to wait. They are now ignoring doctors orders. I called spoke to my insurance again, and they provided me with a reference number saying once its denied how they can challenge it. This company is refusing to do anything to assist. I want them to reimburse me and I want them to provide a machine that I can use. I have the email saying Sept 2022 is when it will be fixed, but I guess Rotech wants to charge me and do nothing. Terrible.

  Business response

  02/17/2022

  Business Response /* (1000, 10, 2021/12/20) */ On June 14, 2021, ******************* announced a voluntary recall of all CPAP, BiPAP, and Ventilator devices manufactured prior to April 21, 2021. If you have a CPAP or BiPAP device subject to the voluntary recall, ******************* recommended you stop using the device and contact your physician to discuss treatment alternatives, or whether the risks of untreated obstructive sleep apnea outweigh the risks of continued use. ******************* is handling all recall notices and CPAP/BiPAP replacements directly. All CPAP/BiPAP devices will be replaced through the ******************* Recall process. Rotech Healthcare sent your last known contact information to *******************, who was to send out all letters and make calls to all patients regarding the recall. ******************* is and has been managing the recall and replacement process for all registered recalled device through a third party. ******************* is not sending any DME companies, including Rotech Healthcare, new or replacement CPAP/BiPAP devices. One hundred percent (100%) of *******' current CPAP manufacturing capacity is dedicated to replacing registered recalled devices. This recall affects approximately 4 million devices; as a result there is a worldwide shortage of CPAP/BiPAP devices. Rotech Healthcare does not have any in stock to replace your machine directly from our locations. Please note, both the FDA and Medicare are aware of this situation. As some insurances have encouraged their members to obtain new orders in the hope of expediting the setup of new equipment, there is just not enough inventory for this to be of normal practice at the current time. If you are currently renting your CPAP/BiPAP device, more specifically if you have been setup within the last 13 months, and have been advised by your doctor to stop using it or if you choose to stop using it, please return the CPAP/BiPAP device to your servicing location and we will discontinue billing for the device. Once a non-recalled device becomes available, we will contact you to provide a replacement and resume billing. If you choose to keep the recalled device, as this is a voluntary recall; billing will continue until the CPAP/BiPAP device becomes purchased, based on your insurance guidelines. We also suggest that all patients make sure you go to the ******* website www.philips.com/src-update or call them at 1-877-907-7508 and register your PAP device. Consumer Response /* (3000, 12, 2022/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a prescription from my doctor and this company has been unwilling to support it. I do not believe that********* is the only company that makes a bi pap machine. When the news first broke about the recall at first I reached out to Donna on June 28. I had to reach out as Rotech did NOTHING. Rotech is able to take my money and insurance money but they are unwilling to provide a service beyond. So does Rotech not have an obligation to assist w. Notifying customers of a recall that it received from Rotech? Does it not have an obligation to be an advocate for the customer and attempt to find another one? Since I had to register it w*********, who knows if I would have received one earlier if I would have been notified earlier. But now I'm waiting until at least September and that will be at the end of my obligation until I can get a new one anyway.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have not had any of my billing issues resolved with them since I started my CPAP. I have emailed NUMEROUS times and they refuse to help me. I finally gave up a few months ago and recently they increased my bill, stating they didn't have insurance info and my info has NEVER changed since being with them. My account is now severely past due, and I refuse to pay it until they fix it. Once it's fixed, I will pay in full. I need every single transaction checked, because I'm quite certain they are overbiling me. But the most recent one that needs to be addressed is the transaction on 8/29, as it's more than double what they normal apply.

  Business response

  02/23/2022

  Business Response /* (1000, 9, 2022/02/04) */ Upon further billing review, the dates of service for 12/29/20-2/28/21 were ultimately denied by insurance for payment due to lack of medical records for the initial authorization. This balance has been adjusted off the patient's amount due. The current balance has accrued due to her deductible amount for DOS 3/29/21-10/20/21. The date of service 8/29/21 was submitted missing the actual rental of the CPAP. That balance was transferred to the patient and has since been adjusted off as it was not at the patient's fault. After adjustments were made, the patient's account balance is $435.72. Consumer Response /* (2000, 11, 2022/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's a shame that it took me filing a complaint with the BBB in order to get this resolved. All of these issues are not my fault and more than 10 contacts were made by me via email and phone, and no resolution or offer of help. Account will be paid in full tomorrow.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  3-25-21 I ordered a Dreamstation C-pap machine. My first issue is that they charged me for a monitoring fee that I did not request, nor need because my insurance company did not require it. Thus, I would like to be reimbursed for this stealth charge. Second, I returned the CPAP machine because I wanted to switch companies. However, they refuse to credit my insurance company for the return, which means my insurance company won't pay for me to get another one. Thus, I want them to credit my insurance company for the returned machine. And, just to be clear, the CPAP was recalled, and they erroneously sent me a replacement machine after I had returned the first. I returned that one as well. And, on a side note, they told me that they wouldn't credit my insurance company, and that I wouldn't be able to get a new machine for 5 years, and thus I should stick with them. This seems to me to be a unethical extortion tactic -even though you are unhappy with our service, you have to stay with us or we'll prevent you from getting the healthcare you need. I returned the original recalled cpap machine & it was picked up on 9-9-21. I received a replacement cpap & i returned it with FedEx on 9-20-21.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/29) */ Upon further review of the account. Ms. **** received her PAP device 3/30/21. In September 2021, Ms. **** called in inquiring about the Monitoring fee in which she was notified that there was no additional monitoring fee, it was just the PAP rental. Regarding the rental of the machine, the machine was used by Ms. **** for the time she had the equipment. Even though it was returned, the rental still needed to be billed for the months she had it. In good faith, we have gone ahead and adjusted the dates of service for June, July, August & September. Along with the adjustment, we will be refunding your insurance company for those dates. Since only 3 months remain that were billed, another Durable Medical Company would be able to bill and rent out a machine to Ms. ****. Consumer Response /* (2000, 7, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response & I will wait for their adjusted bill. Thanks. Happy Holidays!

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I received a Philips Dreamstation BiPAP machine from Rotech in Lakeland FL in June to replace a machine that was malfunctioning. In July this particular machine was put on recall and a claim was filed. However, since then, the machine has become a fire hazard in that it's scorched the top of my night table. I reported this to Philips and as of yesterday, November 6, the machine has completely stopped working. I believe Philips has turned off service to the machine because of same. Rotech has been giving me issues about sending a replacement for the machine, despite the recall, because it is a potential fire hazard. Rotech has been provided with an order from my doctor in July stating a machine needed to be replaced immediately due to medical urgency. I am over 71 years old, I am a high-risk patient and need to have a BiPAP machine replaced immediately. In addition, no tax records do not comply with the records of my doctors office. They dispute when the machine they replaced in June was issued.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/11/22) */ Upon further review, after speaking with the servicing location, Ms. **** called into the location 11/8/21 requesting a new power cord due to the machine issues. On 11/9/21, the cord was provided to the patient. Unfortunately, we do not have the inventory nor the repair piece that are necessary to support Philips Recall. Philips is working as quickly as they can to repair or replace the machines. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hopefully the phone conversations with this Lakeland FL Rotech office were recorded as so stated when you place a call with them. On the referenced call, I suggested that perhaps it was a power cord issue because a picture of a power cord appeared on the screen of the machine in question. A tech was sent out with a new power cord and tested the machine, deemed the machine to be fried, and appeared the next day with a replacement which is Unfortunately, it is another DreamStation that is under recall. I have been repeatedly lied to by Patty and Debra of that office as to anything I have a question regarding my account with them, including their dates of service which do not agree with my doctors office. Was told there was nothing they could do, had no inventory, yet by noon the next day this tech, who did an outstanding job, brought another machine out to me. I was told by Patty that machines provided by Rotech under two years would be replaced or repaired if found defective. They did not wish to honor that and told me no inventory was available. They continually provide false information. When asked why they would not submit my doctors office order for another replacement, I was told it would simply be rejected by the supply room. How do you know that if you don't at least try? What authority do they have to make these unilateral decisions? Trying to go through the manager or supervisor, Debbie or Debra, is even worse. You would think you were taking the money out of their pocket. Very bad business relations. They do not believe what you convey to them and literally brush you off. No customer service provided by them, other than the techs who are sent out into the field to deal directly with customers/patients. I commend the tech that came out on this issue for doing an outstanding job.

*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. ↩