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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

Complaints

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

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Rotech Healthcare Inc. has 595 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2024

      Type:Billing Issues
      Status:
      Resolved
      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 issue has been going on since 07/01/2024. I have medical insurance to pay for my life support equipment. However, Im being charged for the month of July for the amount of $1181.40. At the end of June 2024 my insurance switched over to ******** and ********. I contacted my medical equipment provider and gave them the information. The person that answered my call, put in an effective date of August first. I gave him the effective date as July first, hence causing a lapse in insurance coverage. I have called multiple times trying to get this resolved. As a result, I havent been receiving my ventilator supplies. This situation is affecting my health and wellbeing. I do not owe them for their employees mistake, whether intentional or not.

      Customer Answer

      Date: 01/16/2025

      Thanks for reaching out to the company. They have resolved my issue with them. Thanks again for the service you provide.

      Business Response

      Date: 01/23/2025

      Management has attempted to make contact with the complainant and have been unsuccessful by phone. Please have the complainant contact ***** at ************ for further assistance.

      Customer Answer

      Date: 01/23/2025

       
      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.  Thanks for reaching out to the company. They have resolved my issue with them. Thanks again for the service you provide.


      Sincerely,

      ******** *****

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a **** with Roswell Home Medical **** on August 9, 2024. At no time was I told that there would be a monthly monitoring service that I would be personally responsible for paying for. When Rotech (a company related to Roswell Home ***************************) started billing me $20 per month I assumed that it was for the cost of the **** (rent for 13 months then own). After discussing this with my ***************************** companies, I find out that my **** rental is fully covered by them and this monthly monitoring fee is what is not covered and I am being charged for monthly. I called Rotech and spent 30 minutes on the phone with them to cancel this added service I was not aware of. Supposedly they cancelled it. I do not feel I should be responsible for 5 months of these charges. Very dishonest company. I have paid them $30 of $60 they have billed me.

      Business Response

      Date: 12/24/2024

      As we can not speak to any specifics that were shared on this submission, we can state that many insurance plans require a certain amount of pap therapy usage to continue/guarantee payment. Because of this, Rotech Healthcare monitor the provided devices or have accessibility to pull the usage downloads that insurance plans require. Each insurance plan has their own deciding factor if they will cover it or if the patient will be responsible. Upon being deemed compliant or if the insurance does not require this information, the monitoring can be turned off and the account will not accrue any further monitoring charges. 

      Regarding this submission, the complainant has spoke with a member from our *************************** for further assistance.

    • Initial Complaint

      Date:12/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We have had many issues over the last two years of working with Rotech for a cpap machine for my dad. We have sent the machine back due to mechanical problems over 3 times and each time the issue takes over 6-8 weeks to mitigate. The latest issue we have been told theres a missing part the machine and they cant even FIND it with the manufacture nor do they have this part. So theyre sending us the **** machine back and theres no use my dad can even get from it. We pay MONTHLY for this cpap machine and it is critical for the health of my dad. This is unacceptable and honestly ludicrous that a business like this can holds its patients hostage in this way.

      Business Response

      Date: 12/24/2024

      Please have the complainant submit details on the patient and issues to **************************************** We are unable to assist with the current information that was provided.

    • Initial Complaint

      Date:12/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Three weeks ago, I contacted Rotech mobility in order to get my electronic wheelchair fixed being that they are in contract with my insurance. They have failed to answer the phone, and when they answer the phone, they fail to send out a technician. This has left me in a great bind As the chair is only charging for 25 minutes at a time. They are unprofessional.

      Business Response

      Date: 01/10/2025

      Management has been in contact with the complainant to further assist.

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rotech has not billed the insurance properly for either one of our accounts **** ***** and ***** *****. Upon trying to get them to correct the issue wiht the insurance company on the line, explaining their inaccuacies and steps required to properly adjust and bill, they placed my accounts on hold, but never fixed the issue. After not fixing they issue, they just started calling every day and sending more bills. I spent over 2hours on the phone with them trying to get corrections, with the insurance company. Refuse to waste any additional time. They refuse to elevate calls that incompetent personnel can't handle to a supervisor level. They charged different fees every month and were supposed to stop billing after nine months according to insurance. They keep billing the same inconsistent and inaccurate prices month after month. I refuse to pay anything further until they correct their billing issues and adjust the payments the falsely charged. They are falsely charging our accounts at this point. I'm going to also create a congressional inquiry into this company.

      Business Response

      Date: 01/10/2025

      A Representative with our *************************** will be reaching out to the complainant to further assist.

      Customer Answer

      Date: 01/14/2025

       
      Complaint: 22700258

      I am rejecting this response because they have reached out before and have done nothing. They can send their plan of  action in writing.

      Sincerely,

      **** *****

      Business Response

      Date: 01/17/2025

      A **************** Department Supervisor has been in contact with the complainant via email. 

    • Initial Complaint

      Date:12/10/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Patient is #*******. Trying to extort $20.01 from me. Constantly sending me a bill. After 7 phone calls to their incompetent staff at their billing department. I do not owe them any money. I've requested to them to stop sending me the bill. They refuse to resolve this issue after the 7 times I've attempted. I've had issues with Rotech from the get go. They are the business that my insurance selected for me to use. I've made several complaints to my insurance company regarding the unsatisfactory service they provide. I've contacted them by phone several times with my insurance company on the 3 way call so they can see the incompetent behaviour's I'm experiencing. Resolution is fix this asap.

      Business Response

      Date: 12/18/2024

      A supervisor from our *************************** has reached out to the complainant to further assist.

       

      Customer Answer

      Date: 12/19/2024

       
      Complaint: 22665609

      I am rejecting this response because: I was sent a response by email on December 11th. It contained no apologies and ordered me to return said equipment in my possession to be returned. No explanation was provided. The local Rotech office is impossible to work with. I followed instructions to have item picked up. I was unable to make an appointed with them. Totally incompetent staff. I will not tolerate disrespectful and rude.behaviour. I will no longer communicate with this office. Their problems are not my problems. To anyone, just ****** complaints/ reviews of Rotech. This situation is well documented online and not specific to me. With a 1 out of 5 star review, what would one expect. A super horrific experience, to say the least. If this item is to be returned I will need written confirmation of it's being returned in perfect condition complete with everything delivered to me. I do not trust I won't be blamed for anything regarding it's condition or components. 

      Sincerely,

      **** *****

    • Initial Complaint

      Date:12/08/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 CAN NOT CLEAR UP THE PROBLEMS THAT I AM HAVING WITH ROTECH.WE HAVE REACH OUT MANY TIMES TO FIX THE PROBLEMS AND IF WE GET TO SPEAK TO SOMEONE, WE GET A DELIVERY OF SOMETHING WE DID NOT ORDER AND DO NOT USE. WE CAN'T PUT UP WITH THIS ANYMORE. PLEASE DO NOT SEND ANYTHING WE DID NOT ORDER...ALL I HAVE ASK FOR IS FOR MY TRACH TUBES, I NEED TO HAVE MY TRACH CHANGED AND WE HAVE NOT YET RECEIVED THEM AND I HAVE CHECKED WITH MY INSURANCE *** AND YOUR COMPANY HAS NOT BILLED ********** FOR MY TRACH TUBE.WE DID SPEAK WITH *** TODAY AND AGAIN ASKED FOR MY TRACH TUBES TO BE SENT OUT SHE TOLD US THAT WE WILL HAVE TO PAY THE $280.00 COPAY THAT AMOUNT, HAS ALREADY BEEN TAKEN FROM MY CHECKING ACCOUNT, WITHOUT MY ************* ANNES CHECKING-Nov 25, 2024InstaMed ROTECH HEA TEL ******** ALSO Nov 25, 2024InstaMed ROTECH HEA TEL ****** InstaMed ROTECH HEA TEL ******* THESE AMOUNTS HAVE BEEN REMOVED FROM MY CHECKING ACCOUNT.AND I STILL HAVE NOT BEEN BILLED, BY ROTECH OR MY INSURENCE *** I HAVE BEEN TOLD BY ********** NOT TO PAY THEM UNTIL THEY TELL ME WHAT I OWE.THANK YOU,**** A SCHIILL

      Business Response

      Date: 12/24/2024

      Management is in contact with the complainant to further assist.

       

      Customer Answer

      Date: 01/03/2025

       
      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,

      **** A ******

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/22/2023 Rotech delivered a portable oxygen device and an ******************** concentrator. The delivery man was told by me I do not and will not use the portable oxygen, since I only require oxygen at night for sleep apnea. That man told me he could not take it back, but that I could call the company and someone would pick it up. I called every month once or more, but no one came to pick it up for 6 months until 4/2/2024. In the interim, I have been being billed for the portable device for the 6 months it sat in my home. That device has been billed to my health insurance and a me every month, except June, July, and August. It then reappeared on my bill in September. I do pay for the oxygen concentrator, which I use, but my payment is being applied to the portable device first and not the concentrator. I have a record of all my calls I have made and to whom I have talked. Unfortunately most of the calls are received by people out of the country who tell me a supervisor will call within 72 hours, but that has never occurred. I also talked to a man at the local distribution office, who assured me the device had been returned and he would handle the situation. That has not happened. I want my bill corrected from day one, and I would like BBB to know this company is the worst I have ever dealt with. The hours I have spent on such an easy problem and the frustration I have experienced has not been good to me. I am a former business broker, and now at 80 years of age, I find this whole situation deplorable. I have excellent credit and do not want this issue to affect that status. Thank you for whatever help you can provide.

      Business Response

      Date: 12/11/2024

      Management has made contact with the complainant to further assist.

    • Initial Complaint

      Date:11/29/2024

      Type:Billing Issues
      Status:
      Answered
      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 invoice was paid out of my wife's Medical savings account and ****** is unable to recognize a payment from a source other than my personal payment. They have emailed me awknowledgement of my payment 2 times but contilnue to bill me and text me that I am over 90 days late. I told them if they sent the payment made to Fidelity (my wife's Medical savings account) I would send payment. I am not willing to pay them twice because of their system flaws.

      Business Response

      Date: 12/11/2024

      A representative with our *************************** attempted to contact the complainant multiple times, with no success. If the complainant has further questions, please follow the directives that were left on the voicemails or contact our *************************** at ************.

    • Initial Complaint

      Date:11/27/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Supplies for my CPAP machine as ordered by my doctor were never delivered correctly. I received 3 packages on my front door delivered by **** on 11/25/24 that were dated as being shipped on 08/29/24, 9/29/24, and 10/29/24. My problem is that the 2 older invoices are unopened supplies including and related to a CPAP mask that I'm not able to use anymore and have been prescribed a newer style of mask (the shipment on 10/29/24 is in accordance with the new mask). However when contacted I was told by Rotech that they would not be able to accept a return outside of the ****************************************************************** their original package and were not delivered to me appropriately. I would like these items to be returned to them and/or not be charged for them as they were not correctly delivered to me on time giving me no alternative and are of no medical use to me.

      Business Response

      Date: 12/20/2024

      Sleep ****************** will be reaching out to the complainant to further assist.

    Rotech Healthcare Inc. is NOT a BBB Accredited Business.

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