Rotech Healthcare
Reviews and Complaints

My husband got a c-pap machine through rotech and was making payments on it. He received equipment for it every other month then he goes to the office in town to get another mask they said he couldn’t have any equipment till he made a payment so he stopped getting equipment then he calls ro make a payment and they tell him it was all paid for and they owed him a refund for over payment of $500 well he never got his refund and weve been calling them they just give him the run around well he decided to go through the va and when they looked his machine up it was such an old model pf a cpap machine it wasnt even in the data base my husband got it a lil over a year ago and was supposed to be new?

This business is selling old products to people and over charging at that and then refusing to give refunds when they are over paid!

Why would a discharge planner at a large metro hospital discuss home 02 with a patient from another town. Who asked for 02 service from a local provider Be told by that RN/Discharge planner that said hospital “uses Rotech” ? When you all and I know that is against Medicare laws ! ?

Then said discharge planner calls Rotech anyway complicating the patients discharge ? Why would Rotech possibly be committing what could be tantamount to MEDICARE FRAUD at the patients expense in that manner ?

You see, the discharge planner had no way of knowing that I’m a retired nurse that previously managed a respiratory center/national DME Co for 5 yrs !

It would seem Rotech and said Discharge Planners are playing a naughty little game ! That just got worse today because that discharge planner purposely didn’t send qualifying info to the 02 co of choice 2 weeks ago ! What is Rotech offering them in exchange for oxygen referrals ?

For the past four months I have been getting billed for things that my insurance covers. Apparently, someone has me coded wrong or something. Anyway, I have to keep calling you and you keep telling me to ignore the bill and it has been fixed. Then I get another bill. I filed a complaint with customer service who told me to ignore the bill and the problem hadn't been fixed but it is now. And the very next day I got a text telling me I still owed money to you. I thought the federal government was incompetent but you guys beat them I think. In the days of computers this should just be a matter of hitting a couple of keys and fixing the problem. Now, once and for all, fix it and stop sending me bills. If my credit is adversely affected over bills for $16, then I am really going to be upset.

My account number is Rohrbaugh 7656586.

I am 85 years old and my doctor said I need to use a CPAP machine to improve my sleep. This company was provided the order from my doctor over a year ago. I received the order late last week, and the order was incorrect. The setup instructions were so difficult to follow my oldest son had to help me set it up to use. Last night, the machine turned off and I don't understand why. The company nurse called me today to follow up, but only wanted to argue over the setup instructions. They have my email address on file, and my phone numbers, but they report unable to contact me. The rep made one excuse after another to make it seem like I was the problem, and I am not. This company needs to help elderly people not hinder their health needs.

Manager name as a Matthew Dickerson send text messages pretty much every day weekends will not leave my wife alone kept texting her talking to her at work trying to get her to have sex with him until she was buzzed and drunk on a Christmas party in 2022 kept trying to get her to kick me out the house so much more he says stuff to me when I come and pick her up from work saying stuff out the window she thought they were friends he kept doing it acting like he was her friend don't call the information she would talk to him about being friends and used it against her and try to get her to do stuff with him

My mom was given a 50 pound oxygen concentrator and for a portable unit a 18 pound tank. She is 95 years old and is in a wheelchair. She can’t move with any of these devices. So she has to live in her room. I have called for days trying to get a portable concentrator machine. The technician tells me that don’t have one. They only have a pulse or conserve devices. No portable device with continuous flow. You can buy them on Amazon. Why wouldn’t a large company have a way to help an elderly woman at least go to the dining room for her meals? I don’t feel like the technician tried to help us at all. He said she would have to find a doctor to say she could use the type of machine he has. Again, one would think that Rotech would have the type of machine she needs.

So rotech doesn't want to work with the insurance i now have (but don't have anymore) without any communication they call, tell me gotta take equipment. That was 3 weeks and now i find out that my insurance people can't help me! i changed back to medicare and am willing to pay for the rest of month. New insurance starts september 1,2023 i been calling leaving message and as usual no response

I will be working with my pulmonologist and insurance to meet my CPAP needs elsewhere.

Last December I informed you that I had new coverage under a different insurance plan. Charges on 01/04/2023, 01/30/2023, and 02/04/2023 were sent to my prior insurance. My ex husband hadn't taken me off it yet so I was charged the patient portion as the deductible wasn't met.

The issue is that I had surgery in January that met my deductible and out of pocket expenses. So, those charges, if charged to my correct insurance, would have been minimal, or even zero.

I have verified the insurance information on file several times.

I have been told several times that that three claims would be sent to the correct insurance, which is the one currently on file. That has not happened yet.

I was told to not pay my outstanding balance until the three claims in question went through the correct insurance plan.

Today I received a call advising he that the equipment I need to manage my health condition would not be sent to me until I paid the balance.

I was then told that I have two options. The first is to continue to wait for Rotech to finally submit that claims so that the balance is adjusted and to them pay what I actually owe. That is not acceptable as this equipment is required for my health care. I can't continue to wait for an indefinite period of time as I've already been waiting months for this to be resolved. The second option is to pay the balance. This is also unacceptable as I don't have nearly $300 to pay you for services that you charged to the wrong insurance that, had you sent it to the correct insurance, would be a much smaller charge. I also have no faith that Rotech will ever submit the claims to the correct insurance and that I'll ever get my money back for the extra I would have to pay.

Rotech has taken no accountability for submitting those claims to the wrong insurance. Your costumer service agents keep saying that those charges were charged because I hadn't met my deductible yet. This is correct. I wouldn't have met it on the old insurance plan that they were submitted to. I would have likely at least meet the deductible at that time on the new insurance plan since I had surgery in January. This leads me to believe that they don't understand what the problem is. I don't know how to be more clear about it.

Rotech is literally withholding equipment I need for my health due to a balance owing that is only owing because of an error on their part. That's shameful and unacceptable. I am working on an alternative supplier with my physician.

Do not use this company. I was discharged from the hospital with orders for a portable oxygen machine from summit. They arrived 3-1/2 late with a 60 pound stationary unit that I can't move because of back issues. This is why the doctor ordered a portable unit. They said the doctor didn't order a portable. I heard her order it and saw her orders. Guy that shows up only wants to drop off what he has and collect my deductible. Didn't give me an o2 monitor, so I can't tell what my sats are. Non-existent customer service. They didn't get deliver until after 8 pm, so I can only reach their after hours line, which is manned by a girl who barely speaks english and who can't do anything until the office opens tomorrow.

I am posting my experience everywhere I can on social media. People should be warned about using these incompetent people for something as vital as oxygen.

Further misadventures with summit respiratory. Called to have them pick up their equipment. Was on hold for 18 minutes before anyone answered.

Despite the delivery man yesterday insisting that there was no order for a portable unit, today I was asked if I was returning the portable unit. So they did have an order for it, and their delivery man lied to me.

They will not give me a time to expect them for the pickup. I was told to wait at home all day for the delivery man to call me and tell me he is on his way. I explained that I could not be home all day. They insist I must wait for the delivery man.

I went to pick up my CPAP and asked what my monthly payments were . Answer: "don't know" . I was asked to sign all these responsibilty paoers, without knowing what i am expected to pay monthly. She then writes my credit card information a piece of scrap paper and says" I will run it through tomorrow and i will find out what your payments are" I live 35 miles from the hospital and I need my machine , was the only reason i complied. i am a senior citizen ,living on a fixed income. If i can't afford yours id like to go somewhere else. This is the most unprofessional company , I have ever dealt with and she has my card info. So i have to deal with anxiety of not knowing what charges will be incurred and if my info is safe. I looked online and this company has a 10 million lawsuit against it for fraudulent billing, that made the anxiety step up a notch , here i was thinking i am going to feel better now i got my machine and instead i feel nauseated and insomnia

07/17/23

The customer service, attention to detail, lack of care for their customers, overall poor response times, coupled with continuous outright lies has caused more anxiety and frustration than anyone should go through. Healthy or not.

I've never had to deal with such a disorganized company in my life.

My regret is that I didn't get on line and read the myriad of negative reviews. To include the Better Business Bureau, Consumer Health Board, Complaints Board, Yelp, Google, etc., etc. ALL negative reviews. Not to mention being sued and losing in court to the tune of millions of dollars.

It's almost shocking this company is still on business.

Received a $10 bill for rental of machine started again.

This had been taken care of 2 months ago. Medicare/Anthem paid for this machine. Now I am receiving a $10.00 bill again. One i received was $30.00.

Patricia Ann Cundiff

Patient ID: 7633600

[protected]@centurylink.net

[protected]

Please straining this out again!

This Complaint is to Rotech Healthcare Inc.

I have been using Rotech since January and the service has been the worst service ever. They never have Oxygen the tanks aren't full. They didn't find out until 4/13/22 that they had her on the wrong regulator at this time they had to come out and bring additional O2 and when they got there, they had no O2 to leave. When I called for a supervisor, she was in a meeting but if people stop using this company what meeting will you be attending.

I will be contacting SHIP and the state due to them not able to supply the needed O2 and I get a bill every month for unlimited oxygen, and they don't have it.

If you have a complaint, contact your local state agency and if you're on Medicare contact SHIP.

Times are bad enough. with short of help but if you can supply services to people stop offering the service. This company wants the money every month but they aren't supplying the service.

Very bad service .hold for 20 minutes 6 times. Insurance calls them and a girl answers and they hang up on her. I had a appointment at 9 am the guy that waited on me would not even talk to me. They said Karen will be with you when she gets a chance .she is to busy to waste time with you. So I left my cpac there .and left . Still no phone call to ask what is wrong. Service is bad. I called my insurance back and have a new company .

I was prescribed a CPAP in October 2022, set up with a respiratory therapist went well. When I started receiving replacement supplies, they were for the wrong machine. I contacted Rotech and they told me they’d correct and send new supplies. Received new package, some items were for correct CPAP, others - hose and filter were incorrect. Called again today and told them the mistake, the person I spoke with said they’d correct for future orders, I asked if I could get a new correct hose and filter now, she said no, unfortunately they can’t replace because more than 3 days had passed. You’re right, was supposed to change at 3 months and I’m going on 5 with same supplies because you aren’t sending the right ones. I have no use for the wrong supplies. What benefit do i have in keeping supplies for the wrong machine? And plenty of risk continuing to use and sanitize the correct ones becaus you can’t send me the right ones. Terrible customer service.

Two weeks after Rotech picked up all equipment from me their legal department sent me a letter accusing me of not returning the equipment. They also claimed that I never returned their calls and previous attempts to contact me. ( Not true as I never heard from them until this letter).

Rotech is an oxygen supply company, They had supplied the equipment and tanks for oxygen to my house of health reasons. Their phones are always busy. their responses are slow in coming and they always seem confused and disorganized.

If I could give them zero stars I would. I was recommended to them by my doctor as the best medical supply company for my CPAP. I signed up to may $43 monthly payments for my CPAP machine. BUT they without my knowledge or understanding or explanation signed me up for this VIP program and after about 6 months or so I started getting charged monthly in the hundreds. I did not ask for additional equipment but this program I knew nothing about was sending it to me. After multiple calls to them and over 15 emails back and forth - I still have a bill of $281.04 that they won't work with me on, they won't let me return the equipment I didn't order. I'm so frustrated with them. I offered to make $10 payments till it was paid off as I can't afford to pay for the things they sent me and won't take them back. If I don't make this payment in the next 6 months they will send me to collections.

This is by far the worst medical supply company I have every worked with. Will never recommend them to anyone!

I consistently have problems with reordering CPAP supplies. I order new supplies monthly and never fail to have a problem getting the order. It is so frustrating! As if today, January 19, 2023, I am still waiting for an order placed before Christmas. I have spoken to customer service 3 times trying to get the order sent. Last week I was told the order would be placed on "rush". Today the rep had no idea why the order had not been sent so had to contact her supervisor. My BCBS of Michigan doesn't allow me to order from anyone else so I am stuck with this frustration every month.

On August 29, 2022 I ordered a Bi pap mask and cushions from Rotech after receiving call about it was time to reorder. I have been receiving supplies from them since December of 2018, because they were in network with my insurance, BCBS of Texas. On Aug 30th I received an email, "Your order has been submitted successfully. Thank you for allowing us to supply your Sleep Therapy needs. Please allow 7-10 days for processing and shipping of your order if there are no insurance requirement issues." On Sept 12th, I called to check on my order and was told they did not receive an order from me, so I reordered. I received my order a week or so later, but never a bill, so I went online to BCBS to look at my EOBs and saw where $744 was billed to my ins, but nothing was paid. Turns out Rotech did not renew their contact with BCBS of Texas. I called BCBS and the lady told me, Rotech needs to renew their contract and resubmit the bill. I called Rotech and they said they would take care of it, but I've checked over and over, and nothing has been done. I've called Rotech at least 4 times telling them my insurance ends on November 30, 2022. I've even emailed them several times and telling them if they can't do this. send me a return label so I could return the order, but never hear anything from, other then them sending the bill online.