ComplaintsforRotech Healthcare Inc.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was diagnosed with sleep disorder in Feb 2021, which is what led me to Rotech. Was told that I paid for 1st 3 months and that once I demonstrated that I was regularly using the machine provided by Rotech, my out of pocket would be zero. That turned out to be false. When I complained by phone, no response. In June I learned that machine provided by Rotech was being recalled due insulation failure that was a health hazard. No notice issued by Rotech, just more billing. Finally reached someone in August telling them that I stopped using the machine in June and with no direction coming from them, I wanted out. They said to return it. Four days later I received supplies I didn't order and they billed me for them too. I returned everything to their local office 8/27/21. On 9/7/21, they billed me for the returned, unopened supplies. Wrote a letter to them 10/4/21, no response. 10/27/21, Rotech sends another bill, $16 higher than the last. I call again 11/2/21 - they don't care that they don't provide any notices or responses and refuse to resolve the billing dispute. They should be required to remove the word Healthcare from their name ... they are just a billing machine!

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/18) */ Upon reviewing the account, Mr **** was set up on 2/15/21. When he was set up, he signed 2 documents that acknowledge financial responsibility as well as explains the 90 day compliance period. The period confirms that insurance will continue to pay for their part while the patient is still responsible for their co-pay (See attached). The balance that developed was due to deductible remaining. I have gone ahead and adjusted the September and October Dates of Service, being that Mr. **** did not have the machine any longer. In good faith, we have also gone ahead and adjusted the the August Date of Service, including the supplies that Mr. **** did not want. Consumer Response /* (3000, 7, 2021/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached Business Response /* (4000, 9, 2021/11/22) */ The adjustment to the August date of service was for the supplies that were ultimately returned as well as the rental for the machine and humidifier. The charges occurred due to the patient having the machine on the date that the rental renewed for the month as well as the supplies received were outside of the return policy once they were returned. Regarding the current balance on the account, the 165.65 covers the machine and humidifier rentals for May, June & July due to the patient having deductible remaining with their insurance plan. July's rental is still on account as the ********* Recall was deemed voluntary by the FDA as well as Rotech Healthcare took the steps in notifying as required. In the information that ******* released, it was noted for patients to discuss future usage with their physician. Because of this, patients were and are currently able to bring their machines to their servicing location to cease billing and restart when a replacement machine was available. Due to the sensitivity and overall size of the Recall, ******* hired a third party company to notify all patients of all Durable Medical Equipment companies. They sent out calls as well as letters. Rotech Healthcare posted all the Recall information that we were provided on our website as well as social media sites to assist in getting notification out to our patients. All documents were signed by the patient. Once signed, it was acknowledged that the patient read or knew where to access further details on the specific categories. As we can't speak to what may have transpired during a verbal conversation with the patient and the location employee, as an informational addition, the only time a PAP device would be delivered as a purchase would be if a pre-authorization was received from the patient's insurance. Consumer Response /* (4200, 11, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) To me, ********* response ignores the fact that their customer service shortcomings are the root cause of this dispute. I called them when I stopped using the machine, they never responded. It wasn't until after not receiving a response did I start keeping a record. They couldn't return my call or send me a notice but they certainly had time to 1) keep sending me bills and 2) file for their IPO. BTW - not everyone uses social media or checks the company website, some of us expect an old fashion return phone call. Thank you to BBB for trying to resolve this.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I was referred to this service for CPAP for sleeping at night. I went to be fitted for my machine and pick up supplies and was told it would cost 60$ or so to start. I made a payment on that day. After a couple of months I received several supplies that I did not order and my insurance was billed without my consent. The next month I received a bill for over 200$ because they said I hadn't met my deductible for my insurance. So what I was told would cost 60$ was over 300$ plus supplies so I carried the machine and supplies back for a refund which was never applied to initial charges. I made a monthly scheduled payment of 10$ automatically from my account and they stopped it in august and turned me over to collections.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/11/17) */ Hello Upon further review of Mr ****'s account, when the patient was set up, he agreed to be set up with automatic supply orders (See attachment). This is what resulted in the shipment shortly after set up. When Mr. **** was initially set up, he was given the total of his co-pay, at that point we can not speak to what may be left of a patient's deductible as other physician billing may not have been billed to his insurance. We suggest speaking with your insurance regarding your deductible and plan. The delay in notification of new balance was that we billed for payment but when we heard back regarding the deductible, that was when the balance was moved to the patient's responsibility. The account does show the additional supplies being returned. On Oct 29th, Mr. **** spoke with a representative from Rotech and was explained why his account originally went into collection. I show that he paid the amount that was in collections. As of 11/3/21, Mr. **** was removed from collections. Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never told I was consenting to automatic supply delivery. And I was never told any balance would be applied to my deductible until I called in and questioned about the bill. My point is that if they would have told me the total price on the front end then I would have never agreed to their service. Just like I needed a procedure done and they told me up front it would go to my deductible and cost x amount and I told them I would just live with it. Just like now I just live without a CPAP. I was also never told that if I made the payments for I believe insurance said 13 months the machine would have been mine. Poor communication and false representation!

• Initial Complaint

  10/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was prescribed a CPAP machine in September 2020. I was told by both Rotech and the prescriber, Carilion Healthcare, that Medicare would pay for the machine. Around Spring of 2021, I started getting a bill for the price of the machine. I called Rotech Healthcare and, after being on hold for a very long time, they told me the issue was resolved and they would resubmit the claim to Medicare. After a couple of months I started getting threatening letters saying I would owe over $1,300.00 for the machine. Again I called and was again put on hold for a long time and then was told the the issue was resolved and they would resubmit to Medicare again. This went on a few times for several months. Every time I called, thinking the issue was resolved, I got another threatening letter demanding payment. On October 9, 2021, I then got a letter from a collection agency for $1,337.43. Looking at my Medicare online account, I didn't see a claim was ever submitted for the CPAP machine by Rotech.

  Business response

  12/01/2021

  Business Response /* (1000, 9, 2021/10/25) */ Hello Ms. **** was set up with a PAP device in August of 2020. When set up, the patient had United Healthcare (UHC) for her insurance. Payments from UHC continued until January 1st, 2021, when there was an insurance change. Unfortunately, the insurance change was not caught as Rotech Healthcare had not been notified until insurance denials began happening. Once notified, our billing department has updated the insurance plans on file and will be billing to Medicare. Due to the denials, the balance did rollover to Ms. ****'s responsibility, which then went into collections. With Medicare being rebilled for the dates of service since January 1st, there is no balance for Ms. **** and she will be removed out of collections. Consumer Response /* (3000, 11, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the time the CPAP machine was purchased, my primary insurance was United Healthcare and my secondary insurance was Medicare. Rotech did not send the the claim to United Healthcare first, like they were supposed to do, but sent it to Medicare first and it was denied by Medicare. I told the people in the office on Electric Rd. in Roanoke, VA which insurance was primary and secondary but obviously it fell on deaf ears. They did nothing to correct the problem and offered no explanation as to why the claim was denied. They kept telling me it would be taken care of on the phone but yet I still got invoices and threatening letters of collection actions. They kept telling me they would resubmit the claim but never did. When my insurance rolled over and Medicare became my primary and United Healthcare became secondary, I called early in 2021, when I got the first bill, and I told them about the change but they never seemed to be able to get their "stuff" together to fix it in their system until I called yet again. I find Rotech's response to be ridiculous and not relevant to the facts. Just another "cover their ****" tactic. I have returned the CPAP machine to Rotech and I will never do business with them again. Business Response /* (4000, 13, 2021/11/12) */ As we can not speak to what happened at location level, we do apologize for the inconvenience that this caused. At this time, the patient has been removed out of collections and has no balance.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In early February, I was prescribed a CPAP machine, and got it through Rhema. I soon decided it was not for me, and turned it in on March 2, within the 30-day period. (Although I forgot the power pack and cord, and returned it on 3/4/21) I got an invoice later and called, and they told me to ignore it and I wouldn't get another, so far I haven't. However, I get calls every week or two asking if I want to order more supplies for my unit. Answering only allows me to say no, but then they call again soon. Calling their phone number gets me put on hold for 30 minutes or longer, and I have no idea if that would stop the calls. There is no other way to contact them - at least none I can find by Googling. The ticket number from my return is********** my patient number was********, and Phyllis H**** is the worker at 9665 Camp Bowie West Blvd who received the equipment.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/25) */ Hello We have gone ahead and removed all phones numbers off the account and discontinued the account. This will cease further calls. We apologize for the inconvenience. Consumer Response /* (2000, 7, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) That was the desired outcome - no more phone calls

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am on oxygen and was told they only make deliveries every 90 days, but if I want to come to the office I can pick up sooner. I have to get a ride to go to the office so I wait as long as possible to go. I had a friend take me to the office on ***********************. on Tuesday 10/5/21. When we got there they said they did not have the cylinders that I needed. She then said that they would deliver them that same day. It is now 10/7/21 and they have still not delivered. Last month we had a lot of power outages. My friends just a block away was without power for over 20 hours, thank God I was not. I would have ran out of oxygen. With electricity I have a concentrator but that does not help when I have to leave home. For me this is a very scary situation, I could die without oxygen. I would like to be able to get oxygen when I need it.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/25) */ Hello Per the notes on the account, I do see the patient got tanks on 10/8. The pandemic has depleted the amount of tanks we have and are able to get. Our locations are working hard to accommodate these issues. At no point do we want to leave our patients without oxygen.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Doctor sent prescription on July to Rhema Medical for a Cpap and a person by the name of Sarah contacted me to tell me I owed $215.03 ( which I paid)and was scheduled an appointment for Sept. 13,2021. However, due to a hurricane on that day , here in Houston,office was closed and I was unable to go to appointment. Attempted calling them since the 12th of Sept. to confirm if they were going to reschedule or should I still go.unfortunately after waiting on phone for over 1 1/2 hour I was hung up on by central office that attempted to transfer me to correct office.I attempted calling again only to wait an hour and finally reached someone that said I had reached the wrong depart.and she transferred me and I waited another 1:17 minutes only to be told I had to email them, which I did and email responded I had to contact my local store.Gone in to store only to be told they don't do appts and cpap would be shipped but don't know by who or when. Need help for answers.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/13) */ Upon further review, we are able to confirm that an order for a PAP device was received for the patient. There was a break in communication, as the location was unable to do a PAP set up to lack of stack and equipment. At that point, the patient should have been transferred to the DirectShip department to send a previously set PAP to the patient. After investigating the account, DirectShip was activated for this order. As of 10/12/21, the DirectShip team had spoke with Ms. **** and have initiated the paperwork process to move forward. Consumer Response /* (3000, 7, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted bu phone and received by email acknowledgment paperwork. Which I signed and sent back to them. I was told I would receive by email a copy of contract I signed but I have yet to receive it. I was also told that I would receive an email letting me know when they will ship out cpap and I asked if approximate date but was told they didn't know. Seems like company just needed paperwork to have something to back them up however they do not know when the cpap will be available to me. Again been waiting since July and no one seems to know when I will be able to get a cpap machine. This is very frustrating and inconvenient.. I am not satisfied with their response. Consumer Response /* (2000, 10, 2021/10/23) */ Received 10/22/21 : Rotech has finally sent my cpap machine plus supplies. It took awhile but happy to finally have it. Thank you for working with me BBB ORLANDO.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: Invoice #******* On Behalf of my deceased father, *************. Whom passed away in July 2021. Rotech did supply oxygen tanks and portable oxygen unit for in home care. The day after my fathers passing, I called Rotech and requested that they come pick up their equipment. Two days later Rotech associate did come and get all their equipment. Shortly after they retrieved their equipment we received a letter in which Rotech states that they will bill us for the equipment as they said it was not returned. I called Rotech and was on hold for over an hour, finally I did get someone to talk to and I informed them that they already picked up their equipment. NOW in Sept. we receive a letter and invoice from Rotech saying that they DEMAND payment of $3,189,00 for the equipment that they ALREADY PICKED UP. Our family does not need the extra stress and frustration from this shoddy company. What a horrible company.

  Business response

  10/27/2021

  Business Response /* (1000, 10, 2021/10/12) */ With further assistance from the servicing location, the patient's equipment was correctly picked up in the system and there is no longer a balance and we can confirm that it will not go to collections. As of October 1st, the manager from the servicing location had spoke with the patient's daughter and confirmed that the account was in good standing and all had been corrected. We apologize for the delay and inconvenience that was caused. Consumer Response /* (2000, 12, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Covid in December, 2020. I was sent home from the hospital after 4 days, and the physician ordered oxygen to be part of my recovery. I used it for a few weeks until I no longer needed it. I contacted the company (Heartland Home Health Care) to pick it up, and they did. This was probably in February or March. I kept receiving monthly bills for Rotech, and I paid them. I finally thought this should be over so I contacted them. They said the equipment was never returned. (I believe this was in July) I told them it had been picked up by their rep. They said they had no record of it, and asked if I had a pick-up receipt. I said I probably did, and probably threw it away since this was months ago. They have said they still don't have any record of it being picked up, and I said all I have left is the oxygen hose, which they left to be thrown away. About 4 weeks ago, they sent me a check. I figured this meant that they had found their mistake, and I had overpaid.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/05) */ Upon further review, management has picked up the oxygen equipment in the system as of 9/22/21. No further billing will occur. Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Doing a little research, I found out that Apria Healthcare was the actual company that dropped off the oxygen tanks and unit, then picked it up when I requested. Rotech was somehow involved with the order, but never delivered the oxygen to us. They continued to bill us for this equipment that they never delivered. I verified this with the local manager who said she would cease billing and close the account. However, I did receive another bill yesterday. Business Response /* (4000, 9, 2021/10/17) */ Hello Upon reviewing the account, Rotech Healthcare did deliver oxygen equipment to Ms. **** on Dec 13, 2020. Our system does show that the serial number that was assigned to Ms. **** was delivered in September of 2021, showing it was delivered elsewhere. Due to this, we have gone ahead and adjusted the $37.90 balance that was on the last bill statement. No further billing will happen and the patient will have a $0 balance. Please allow the account 7-10 days to show the new balance.

*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. ↩