Rotech Healthcare

No refund provided on credit card payment after insurance paid the claim. Had to call to request the refund which is not industry practice.
On November 21, 2018 I purchased a face mask and headgear from Rotech and was charged $250.90 on my Visa. The claim was submitted to my insurance company ***) and they paid Rotech $250.77. I expected to see a refund on my credit card for my charge since insurance paid but after 6 weeks I finally called to request the refund. When I asked why the refund wasn't processed once insurance paid the customer service rep told me that wasn't their policy. So essentially, if I hadn't been paying attention to my benefits summary, Rotech would have just kept $500 on a purchase of $250. This is unethical and possibly fraudulent. Having worked in healthcare for 30+ years I can tell you this is not standard practice.

American Medicare Company Pittsburg,Ca. is all the information I was given or able to find useing newmoreist phone numbers they called from
Incurding today for the past week they call me every 10 to 30 minutes trying to sell me braces that I dont need and charge medicare for the braces. each time I have told them I dont needbraces but all they claim is they are going to send them andcharge medicare. some phone numbers they have used are: 925-432-7581, 209-843-5693, 662-640-4606, 609-773-9223, 662-591-0124, 561-506-5771, 281-664-2973, 281-666-6563, 954-253-9292, 518-265-8933, 419-942-4400

I have a hospital bed that needs replaced. For the last two or three weeks I have been expecting delivery. I called several times.
First and second times they could not find the paperwork or the bed.
The third time, they asked if I still wanted the bed. I said yes, I still want the bed. They replied that they would try and find the bed and/or paperwork.
The fourth time they said that they had to schedule a delivery.
The fifth time they set up a delivery Monday, January 29th, 2019.
They did not show up, so I called and they set up a delivery time for Thursday, January 31st, 2019. When I called to check on where the delivery people were, they said that delivery was scheduled for Friday, February 1st, 2019 at 2:30 PM. When I called at 1:00 PM they said that they could NOT deliver the bed until AFTER 8:00 PM. After my wife and I complained, they have set a time for Saturday, February 2, 2019 for 11:00 AM.
That is what has happened up to now.
THIS COMPANY SHOULD NOT BE IN BUSINESS!

Office over billed on multiple occasions and charged for things never received.
This company has billed my insurance and myself for items not received and items at 1.5 times the msrp price to pad insurance payments. At this time I believe they have over billed me to the tune of $224.64, but I paid 100 of that this evening to keep it out of collections. They have already threatened to violate the HIPPA laws by sending the debt to a junk debt buyer.

My doctor ordered me a new CPAP machine in Dec. and in Jan. I was told I would have to meet a new deductible for the machine because it was set up as a rental. It was going to cost me $ 60.00 a month for the next year and I can not afford that and my doctor said to go back to my old CPAP machine. I had just received it so the company I got it from let me return it with the lose of the copay of $ 32.00. I told them when I picked it up I did not want supplies because I could get them cheaper ordering them off the internet myself. The day I return the machine I get a package in the mail of supplies with the balance of $ 29.19 owed. I have called them twice and they said the supplies auto ship and I can not return them even though they have not been opened. I talked with Shai this last time and she insist I pay the bill even though I did not order these supplies.
Product_Or_Service: Nothing Purchased
Account_Number:

I have been diagnosed with complex sleep apnea requiring nighttime oxygen through a BiPaP and then a BiPaP VS. I first obtained an oxygen compressor sometime in 2017. After having a third sleep study, and adjustments to the BiPaP pressure. I was found by the sleep technician that I had been fitted with a mask that was too big and that the pressure increase made the leakage worse. After the 3rd sleep study, with a nose cushion canula, the leakage issue was fixed. However when I inquired why the oxygen compressor had never been serviced, I was told, and the CS took a note, that it would be serviced "when they had someone in the area". That was in October 2018.This day 22 January 2019, the unit went into alarm and would not shut off.I reported this the next day. I was told that there was no record of my rental. I would have to have a 24 hour oximetry to determine if my insurance company would in fact pay for the time that it "lost", and that I would have to bring the unit in for exchange or repair. I inquired why this is my problem. I was rudely told that I could either get the oximetry or pay my self. I tried calling the ROTECH complaint number but was twice sent to voice mail, and once hung up on. This poor record keeping is not my problem or the problem of my insurance company. Meanwhile, I'm not getting my prescribed oxygen treatment that my insurance company contracted with them to provide.Product_Or_Service: Oxygen concentrator

Customer Service Associates not paying attention to telephone calls in detail. Failure to pay attention and deliver correct parts.
I contacted Rotech on Monday 1/22/19 regarding my grandmother's bed, the remote that controls the positioning of her head starting working improperly over the weekend. The head portion of the bed will only come up so far and it won't go down at all. I called and spoke with a Customer Service Associate in the Deland office and told them exactly what the issue with the bed entailed. On 1/24/19 I received a phone call from the delivery employee telling me I have a mattress coming in the next 10-15 mins. I never ordered a mattress, apparently Rotech just used the previous ticket from April or July 2018 and decided that my telephone call on 1/22/19 I guess meant nothing. I think it's a lack of concern on Rotech's part to not even value what I called in reference to. Lazy employees who just used the previous ticket that I called about from a year ago. It would have been nice if someone from Rotech would have called prior to the delivery employee coming out to even verify what service/product I needed.

I am in poor health, heart, lung issues. I also have sleep apnea.
I informed Rotech / National Home Respiratory in June I would be switching to Medicare in July. The said thanks for the information we will handle it. I have had numerous phone calls with them each call reminding them I am now on Medicare and you cant bill my old healthcare provider. After every follow up call they assure me they will take care of it and I will start getting my supplies again but today I was told there is a repossession order out for all my equipment and I can do nothing but bring my stuff in.

Received shipment of items under the "Auto Ship" program. Contacted company within return window of 72 hours requesting return of most items. Return was denied for reasons not previously agreed to.
Product_Or_Service: CPAP Consumables & Accessories
Order_Number: ***
Account_Number: Pt

after multiple calls from my doctor to send me new type of mask, Rotech sent wrong mask. mask they sent is defective - need new mask now.
after doctors multiple calls, Rotech sent incorrect mask. I have call 4 times - first I was hung up on, second time they admitted mistake and said would call back, third time they lied to me and when I pointed this out they said they would call back - they did not.
they sent me an older type of mask and said I should have notified them. I was waiting on replacement to be delivered. the mask they sent is old and defective - it makes a noise that keeps me up. I believe this mask is refurbished - not new - and that is why is doesn't work.

I was released from the hospital on 12/02/18 and supplied a bottle of oxygen and the phone number to Summit Respiratory. I called Summit upon arriving home and actually ran out of oxygen before they arrived. Upon my second call I discovered their overseas call center had entered an incorrect address.

I have received 3 additional calls to deliver the oxygen that was delivered on 12/02/18.

On 12/11/18 I again received another phone call from a Renee( may not be correct name), upon returning the call I talked to another person. I informed this person that I was waiting for Peak Vista to call me back with a name of a Physician and appointment time and would notify but until I call I wish that no more calls be made. When I asked if this was understood repeatedly the person refused to answer with a simple yes or no.

I was than put on hold and then this Renee came on the line and I repeated what I said to this first call and asked if she understood, again a simple yes or no was impossible. I than told Renee that she is no longer allowed to call and she responded that she would knowingly and willingly file a false police report as attempted intimation tactic. I told her I would but their equipment in my yard and the could come and pick it up and that if she knowingly and willingly filed a false police report that not only would I file a legal complaint on the false reporting but I would also sue her and her company. If Renee calls again I will file a legal complaint of harassment as I have told her she is no longer allowed to call.

All further contact by summit must be in written form to the email provide as they have stated they are willing to file false reports and it eliminates any memory lapse on their part.
Product_Or_Service: Oxygen
Account_Number: unknown

6-20-18 picked up prescribed cpap equipment, offered 3 type of masked, told them repeatedly they didn't fit, customer service a joke, never same answer, no call backs. After frustration and not able to wear returned all equipment on 8-18-18. Still Billed monthly for my portion. 10-8-18 Derrick Mason told me he was making changes to issue me credit and I wouldn't be billed again. Another bill, 11-5-18 talked to Derrick again, who this time said he couldn't issue credit from his machine and he would have manager call to resolve issue, never called. 11-8-18 Derrick again, said he thought manager had called and he would get with him and call me back. Again didn't happen. Worse customer ever encountered. All information documented. They collected from Medicare and my supplement insurance and although my portion was insignificant I refuse to pay my portion on equipment that didn't fit, constant complaints and was returned. Still being billed. Would never recommend this company.
Product_Or_Service: Cpap equipment
Account_Number: Account Number

Not responding to a referral made for an elderly patient trying to get a hospital bed so she can return home.
I have made two referrals to Hook's Oxygen and Medical Equipment Co. None of my referrals have been responded to until after I called corporate. When I followed up, they are not available several hours throughout the day. Corporate now won't return my calls. This is the only company in the area and one of my residents is unable to go home without the equipment.

Rotech has billed for 4 months of wheelchair rental that two of which are after my father passed away.
Complaint is for patient *** - account number ***. *** was my father. *** became bed ridden in January 2018 and Rotech (or a representative) picked up his wheelchair in January and billed for the wheelchair on:
2/21/2018 for $65 ($5.88 patient balance)
3/21/2018 for $65 ($5.88 patient balance)
8/21/2018 for $65 ($29.42 patient balance)
9/21/2018 for $65 ($29.42 patient balance)

*** passed away on June 27th and did not use the wheelchair after January 2018. I have made several calls to Rotech at 866-882-4675 trying to resolve this issue. Rotech continues to indicate that they have no record of picking up the wheelchair. After the March bill arrived, a representative from Hospice care phoned Rotech and the billing stopped until we received another statement in August. We continue to receive a bill with an amount due of $70.60.

In a conversation this morning, the representative could not explain to me why the billing stopped for April - July and resumed in August and September and stopped again in October and November?

Horrible! They were rude they got the order wrong they left no instructions. I left when he did and I backed into his truck my fault and I gave him all my insurance and DL. We said our goodbyes and I left. Midnight my phone rings and it's the police. I got a ticket for $166.00!!
I would not recommend this company to anyone

Rotech is mishandling the billing and preauthorization and is now sending us to collections for their mistake.
I have had a bipap machine since the prior year but insurance changed as of Jan 2018. I called to let Rotech know and to have them bill the correct ins. On 7/21/2018 I received a bill that was not correct and my wife called on 8/1/2018 and spoke to Kristen from Rotech who told her that because of my insurance change that I needed a preauthorization and that my bills needed to go through Care Centrix. She called Care Centrix and did a three way with my wife and Shay from Care Centrix and my wife was told that Rotech would handle the preauthorization and everything that needed to be done with Care Centrix and not do anything else until we received a corrected bill. In the meantime, they attempted to pick up the machine twice and when my wife called Rotech to explain what Kristen had said Rotech said not to give them the machine that they were working on the bill. On 9/25/2018 I got a bill for $3,180. My wife called Rotech immediately and started a dispute of the bill with supervisor Laura M. My wife explained to Laura what Kristen told her to do only to find out that Kristen never did her job. Also we found out that Rotech put in an incorrect preauthorization for a cpap on July 9 which our ins approved and then put in another preauthorization on July 13 for the correct machine which is a Bipap which my ins denied since they had just days before approved a cpap. In speaking to Laura my wife found out that the conversation with Kristen was never put in the notes. Laura agreed to look into the situation and try to fix things. We have been emailing and calling back and forth with Laura. When my wife talked to Laura she mentioned to make sure that when she put in the preauthorization that it started at the beginning of the year since Rotech has not been paid since we changed ins. She said that she would. She did send the preauthorization to our ins and on November 5, 2018 our ins send a letter that the bipap was approved but only from 6/27/2018 to 6/27/2019. When my wife called the ins to let them know that the dates of service were wrong and that they needed to be from 1/1/2018 the ins told her that Rotech provided the dates of service. In the meantime on Oct 1, 2018 we got a letter from a collection agency saying that we owe Rotech $3,180. This after Laura told my wife that she was going to talk to the billing department about what was going on. My wife contacted Laura and let her know about the collections notice and she said that she didn't do anything with the billing because she didn't have access to it from her computer but that she would call and have them put a 30 day hold on it. My wife called the collection office on 10/25/2018 and spoke to Renee Reeder and explained everything that was going on and he told her that Rotech had called and put a 30 day hold on the account. As of today November 19, 2018 my wife has called and left messages for Laura and her supervisor Stephanie to call her back about the fact that the preauthorization dates were wrong and that the billing is still going to be off. My wife has also contacted Laura M by email on 10/16, 11/1, 11/13 and we still have not heard from her. My wife is going to email her again today. This is an ongoing issue with the mistakes that Rotech has made with the billing on this account and it is not fair that I have to endure the threat of collection action and the detriment to my credit score because of Rotech's errors and ineptitude.

Do not do any BUSINESS with this company what so ever. I was tired of being overcharged for their RENTAL equipment and the over priced charges on their accessories for the CPAP machine I was using. I returned the machine on June 3rd, 2018 and was told no additional charges would come from my account.

I was charged a total of $303.07 from my account which luckily I caught and blocked additional charges from happening in the future with my bank. Now, I was just recently notified that I owe another $328.32. If you want to prevent yourself from being ripped off, please use another company.

Failure to honor promises regarding supplying and repairing oxygen equipment
This company fails to provide necessary supplies and repair for my oxygen equipment. They promise to do so but they never show up or deliver. I have been waiting over a month for cannulas and concentrator repair. I have contacted them on three occasions and have received empty promises each time. These supplies and equipment are vital to my health.

I had a hart attack and my doctor at the hospital thought it would be helpful to have an oxygen machine for a month when I got home to help with the healing process.
I told the doctor I couldn't afford one and didn't need it.
The doctor called around until she found Valley Home Medical said that they wold accept the insurance and it would be fully covered by my insurance if I had a prescription.
The doctor sent over the prescription and all my insurance info. for an Oxygen Machine for 30 days.
They delivered the machine at 11:30 at night the day I got out of the hospital.
My husband gave the delivery driver a copy of the prescription to make sure they had one. We called Rotech the very next morning and asked them if they had the prescription and all the insurance info. They said they had everything they needed and it would be fully covered.
IT WAS ALREADY PREAPPROVED.
We had to go out of town on a business trip three weeks later so we returned the machine only after 21 days.
Later we got a bill for 3 months of rent on the machine that we had less than 1 month and they are still billing me. I have called every month trying to get this straightened out but they don't want to fix the problem.
Account_Number:

No notice of billing but mandatory autopsy agreement.
When my husband recieved his CPap machine from this company in January at which time we paid over $400 upfront before we could take the machine home. The company required that we sign an EFT agreement for auto pay and told us there was no other option. The problem is, we have yet to receive a bill or any notice of when or how much will be drafted from our cheking account. Last month they drafted over $200 after my husband had called an requested the auto payments to stop. We were told that we would receive our last draft this month for $280 however the payment was pulled for $377 with no bill or notice that the amount had changed.