Rotech Healthcare

I tried working with Rotech for three months to outright purchase a non-Respironics CPAP. Their rep initially advised they could obtain and bill insurance. He left company while I was working wth them. Local reps tried but when going through buyers in Orlando (multiple times) there were nothing but hurdles and miscommunations. It was as if no one kept track of what had previously been discussed. In the end I was told it had to go through a rental complance period for the insurance provider. I have used a CPAP every night for six years! I was advised if I wanted to purchase I needed to pay cash at a rate 4X the amount of internet sellers. I have bought equipment at a fraction of the cost from an internet provider for years although my insurance will only reimbuse a percentage of the expense. After this experience I can ony say it is well worth it. I ordered the CPAP I wanted on-line yesterday, it wiil delivered tomorrow and the shipping is free. I won't try to use Rotech again.

This company's process and procedures for obtaining needed medical equipment is unnecessarily prolonged.
Frequent phone calls were required by this customer to get updates over an unusual extended time to obtain updates on process. An email and a letter to corporate office was submitted by myself and no response was ever given.
After going on 4 weeks, still have not been given a delivery date for product.

WOULD NOT USE!!!! Very very unethical business practices. We had great service from our local branch for the past two years until relocating. Even after the insurance company called letting them know the equipment was approved they still would not order the equipment. stating it didn't meet the criteria in their contract. The insurance company went above and beyond including paying the latest claims that justified the equipment and Samantha maintained those funds would need to be refunded. My case manager requested Samantha submit the claim and a peer to peer can be written justifying the equipment. Samantha still resisted. We never had a problem until this particular office. But after reading the reviews it seems this is the norm of late nationally for rotech. I don't know much about their contract Samantha kept referencing, but, their ethics are highly questionable at best. If I weren't already so sick I would pursue this...for the sake of others. However, right now, its just easier to find an up and up honest company. AVOID...

I am a CPAP user and my insurance no longer accepts the company from which my original CPAP was purchased. They suggested Florida Medical Equipment of St Petersburg FL, a subsidiary of Rotech Healthcare based in Orlando, FL. I have been contacting the St Pete office for 3 months now. The only response I have received from Kristie, the CPAP sales person is that I have to send my information. My doctor and I have forwarded this information to their fax number 4 times with no response. I even called the headquarters and spoke with Marie who told me she would email the St Pete office and have them call me. That did not happen, I have had to call them. On Thursday, December 3rd I was told my patient information was received and I had to speak with Kristie. She would call me on Friday or Monday. Late in the afternoon on Monday I tried to call her and the person who answered told me she could not help me, only Kristie could and she would call me today, Tuesday. So far, not call. I have called again and left a message as I have done for the past 3 months. I called the headquarters office again and after 10 rings hear a message telling me all operators were busy. I use this CPAP for sleep apnea. Since I have already had a heart attack in 2004 it is really important. I DO NOT RECOMMEND this company and if you have a choice take it!

I dealt with jennifer. She tried her best and kept calling me back for 2 weeks to get my uncle [redacted] authorization for oxygen. On Feb 3rd I called to speak to her and a woman told me she was in a meeting. I asked what time is it over so I could call her back. Didn't want to deal with too many different ppl. She got very rude and asked me what it was I wanted. I told her my uncles situation and she said jennifer never told me that. She wasn't on the phone with us how does she know??? So I repeated what I said and she got very loud with me. To the point of screaming. I asked her name. Carla the manager. I asked for her supervisors name she would not give me a name or number. She left me on hold very long I had to hang up. If it wasnt for her I would have gone with u guys but No thanks I don't want to deal with a company that treats their customers like dirt.

This company arguably is very deceptive in their practices. They automatically call you and ask you if you need replacement supplies. If you say yes and nothing else, they will automatically send you, and bill you for, a pre-set number of supplies, whether or not you requested that many and whether or not you need them.

For example, in one call I responded yes that I needed a new device. They sent me 6 of the devices (along with several other numbers of devices I did not ask for and did not need). They billed me for 6 of them. I never asked for 6. They don't tell you that are ordering 6. They just do it and expect you to pay.

They also either lie outright or they are so incompetent they don't know what they have said in the past. I received an electronic receipt saying a payment had been processed. Three days later I called to confirm that I owed nothing else because I wanted to have nothing to do with the company anymore. They said I still owed the money. When I said I had an electronic receipt, the operator I spoke with said the payment had not been processed. So the receipt I received three days earlier said the payment had processed, but three days later an employee defended telling me that I sitll owed money by saying that payment had not processed. So (1) she lied, (2) the electronic receipt lied, or (3) the company is so incompetent they don't know what they previously communicated to customers.

I asked to speak to billing and the operator refused to let me speak to billing. They must have a lot of irate callers who want to speak to billing. It was clear to me that the operator had a lot of experience dealing with unsatisfied customers.

I strongly recommend against anyone using this company.

They also use an "out of network" strategy to pad their pockets by balance billing you for what your plan doesn't pay. A lot of medical providers are being sued for deceptive out-of-network strategies. Call your health insurer/health plan and find a local in-network provider. You'll be much happier.

Finally, their customer service is just bad. The operators appear to be jaded by constantly having to deal with unhappy customers.

Both my wife and I have been prescribed cpap equipment, unfortunately for us Rotech was selected as the supplier, Perhaps they are the only such supplier due to all of the companies they have apparently gobbled up. In any event my first machine worked for a couple of months then stopped humidifying which causing me to wake up repeatedly to drink water due to dry mouth. Rotech brought faulty partial and and complete replacement machines over the course of about 18 months while I could not sleep for about the same periodapparently no quality control. I finally got a used machine that works but it reeks of tobacco smoke. My wife who was just recently prescribed received her machine with the wrong mask, which does not fit and has been waiting weeks for a replacement. It is impossible to get anyone on the phone, no one there has any authority, they are short drivers 100% of the time.

This company is unresponsive to customer needs. My prescription for sleep apnea supplies was submitted three weeks ago and the supplies have not been shipped. I got no response to my e-mail and in response to phone calls, I was given a rehearsed response which was of no help. I am changing providers and would not recommend this company.