Rotech Healthcare Reviews (%countItem)
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Rotech Healthcare Rating
Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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I totally agree with your concerns with this company , I thought I'd share with you my nightmare, as it seems to be one your going through as well . This company has the poorest customer service, I've contacted every related websites , through emails, phone calls, this outfit seems to have the finest accounting department, no problems submitting invoices fir payment through our insurance company, payment is made, however I've not once had a knock on my door to follow through with the original agreement when the oxygen was brought to our home , no supplies no up grade , I am at my wits end , my next call is to the better business Bureau, where a class action law suit to follow , I'm certain there are countless individuals having similar issues. I'm like you DONE , I'm sure a class action lawsuit will wake theses people up . I'm so upset I could 😤
After repeated calls and the continual lying that they would get me the correct mask and call me to confirm, I now lose more sleep to fighting with the undersized masked than my sleep apnea caused.
Absolute worst customer service in Houston Texas. No on answers the phone, a when someone does, they hang up. This has happened 4 times today 6 August 2020 between 2:45-3:20pm. The people answering the phones obviously don't want to be there. I should know. I'm retired Navy been on oxygen since 2015 and Rotech/Rhema has been my only provider and I have had many conversations with several supervisors there and management has not fixed the problem.
They are criminals. They prey on the sick and elderly.
I received a nebulizer from my Dr's office. I was told that it would cost me a 10 dollar copay. I received a bill for over $300.00 for this machine that I googled and found to cost just over 19 bucks online. I tried seven times to get ahold of these people, but were always at least 20 plus people down on hold.
They are con artists!
After needing CPAP equipment and using a provider that was unreliable, I now am using RoTech and have excellent service. The local staff are helpful and knowledgeable. APlus for one of the excellent health equipment carriers!
The customer service for cpap supplies out of kentucky is horrible. I would never refer anyone to this company! My head gear broke. I explained this to representative and was told my insurance would not cover it. I asked how much out of pocket it would cost and representative stated $25.00. I was very clear that a piece on head gear was broke making me unable to use headgear, the piece on. 1 side where head strap attaches. I said I would pay for new headgear, the $25.00. They said they would ship it. What they sent was the head strap! $25.00 for headstrap! Horrible!
I called them and argued with representative and was told the the head gear was over $200.00! I said I wanted to return headstrap and get refund, headstrap still in pkg. I was informed there was a $10.00 restocking fee and shipping fee. So I would be refunded approximately $5.00 of the $25.00.!
This was not my first problem with this company but it was my last!
Rarely did I ever receive my 3 month resupply order with the correct full order. Very tired of returning and correcting order with them. I was with this company over 4 years.
Do not waste your time with this company!
My new company for cpap supplies has excellent customer service and they do not call a headstrap headgear!
I was helped by Jessie H while using online chat. Jessie H provided quick and professional help to resolve my issue. Thank you Jessie H!
If there was a negative number, I would give that squared by infinity. My partner has a broken hospital bed from Rotech. They no longer work on beds. Come to find this model was discontinued 8 years ago. After 25 phone calls to vendors who can't fix the bed, and an hour with a tier 3 Medicare agent who couldn't get anywhere, we are at the same place. My partner has paid 356$ a month for a Plan F Medicare supplement which pays Roachtec 107$ a month for a POS bed that no one will touch and is now broken. He has been making this payment for the last 2.5 years. Nice, right?
Hello
Hospital beds are done a rent to own basis. The payment you speak of, would only have been made for at most 13 months. Without further details, no other specifics can be provided.
If 0 was an option, I would select it.
I have had nothing but issues since I began working with Hook's Oxygen, which may be owned by Rotech or associated with in some was as this is the page the Revdex.com loads when I selected Hook's. I contacted them during the Pandemic and was advised a replacement unit (mine is less than 6 months old) would be shipped to me, the day before delivery I received a call saying you have to come pick it up. Due to my health concerns I requested that it be shipped, after jumping through several hoops I was finally told a replacement would be shipped to my home. Two weeks later I still have no unit, I tried to contact them today (Sh*ll*y) was of course buys both times I called to speak with her. I contacted Rotech and told them I wanted to stop payment and return my unit to them as it is under warranty, after going around and around with them they finally transferred me to Hook's - funny how Shells was available this time. In the middle of the transfer I could hear her screaming about me and basically not wanting to deal with me - GREAT CUSTOMER SERVICE. She said, in the most bless your hear sarcastic way, that she would make sure to drop it off at UPS tonight. We'll see if a tracking number is made available..I don't have high hopes.
Avoid this place like the plague, they are ignorant, useless, rude and could care less about helping their clients. There is no desire from their employees to do anything more than the least possible thing they can do - LAZY. Horrible company, horrible people, do not use them.
Oh sweetheart ! I couldn't agree more .I am at my wits end , honest to God I've never been more upset or angry about ANYTHING in my 60 years of living , I cannot get a return call from this nightmare of a company, they have been paid and paid and paid they continue to send out there monthly invoices fir payment to the insurance company, buy God they have never not once sent me my copy of the invoice to pay the remaining balance not paid by my insurance, of course the amount owed by me is minimal, that's not the point , my point is , there stick , it's intentionally operated tonight send remaining balance to customer I do not respond to your home they just invoice and invoice insurance companies received their payment and do not take care of their customers. We're I need of an upgrade on the oxygen system it's self , I can't get anywhere with these people , they don't reply , there service for homemade delivery doesn't exist, they show up to set you up , and you never see them again .when I do here back from them if I do , I'm going to let them have it I'm so dam upset. I've wasted countless hours trying to get my 80 year old roommate oxygen supplies, today is the day I'm moving on , we will pay for what we need elsewhere, however there will.be a class action law suit to follow with this company, I'll be go to H××× if they do another person like they have done us and so many .someone needs to wake them up , I have the energy to do that , so that's my next step in this matter, they can talk to the judge , let the judge decide how much they owe for all they have taken from so name. enough is ENOUGH.
If I could give this place zero stars I would! First off let's start with the horrible customer service, for 2 day's now I have been waiting for my delivery on 6/10/2020 I got a voicemail stating that a Rotek delivery guy would be stopping by to deliver my supplies (mind you they never gave a time frame) so I waited and waited and waited some more until it was 4:10pm and I put in a call to the office which I was pretty much told in not so many words by a not so nice lady with an accent that I was bothering her and deliveries were still being made and the phone hung up on me ok so I continued to wait until I feel asleep for the night still no delivery and no call. 6/11/2020 I see that I have a missed called from Rotek after running important errands all day so I call the office...here I was met with Kathy who's telephone manners are less than desirable, I let kathy know what I'm calling about in hopes that we can get the supplies delivered,well right off kathy has a very nasty attitude and is very argumentative for no reason and no matter how nice I was being to kathy she was just a plain nasty individual! To sum this review up Idk how this place has been in business for so long with this kind of customer service and as I told kathy they can keep their products I will find another company to do business with and I will be letting my insurance company and doctors office know that they need to rethink doing any type of business or sending any referrals to this nasty company! No wonder they have such low ratings and terrible reviews!
My Cpap Machine was rented to me with a not-medicare approved add-on (cell tower modem) and without my knowlege. They knew what they were doing.
A while After renting a cpap machine from Rotech I received a bill for $10 for a modem that medicare said was a non-approved. About two or three months ago, I spoke with a customer service rep, who said she would remove the $10 charge from my account and I should return the modem to the Inverness Florida location. The very next day I walked into that store and waited for someone to help me. They acted like I wasn't even there. I put the modem on the countertop behind the glass reception window and left.
About a month ago, I got another bill this time it was for $20. I tried to call the customer service number but it was like it didnt exist. No one picked up my call, I got on their website and contacted them by email with no responce. last week I got a bill for $30. I immediately went on their website and got there corporate email address and made my compliant. I outlined how I was going to make formal complaints to medicare because what they have done to me is a form of "Balance Billing" which is an illegal activity and to my Doctor who referred me to them and to my Congressional representive.
Put my account back to $0 owed and give me proof.
Hello
In good faith, we have adjusted off the balance of $10. This charge allows us to monitor the patient's usage to make sure they are actively complying to compliance guidelines for insurance requirements. We apologize for any inconvenience this has caused the patient. The adjustment may take a few days to take effect, but rest assure the balance is $0.
(The consumer indicated he/she DID NOT accept the response from the business.)
$10 was the charge when I first called about this issue. The balance is now over $50. A $10 credit won't wipe out a $50 charge.
The rep for the company said she would 0 out my account. I took the device back to the local store the next day. Yet they keep sending a new invoice with a new monthly charge. The last statement was over $50.
Hello
As of 7/23/20, the account is confirmed to be at a $0 balance. Once a new statement generates, it will reflect the $0 balance.
(The consumer indicated he/she ACCEPTED the response from the business.)
My doctor order a specific Bipap on April 13, 2020 and it now June 2 and I have not recieve it.
I had an appointment to pick a new Bipap machine om April 24 after waiting 12 days for the machine. My appoint was for 2PM I received a call at 1200 noon telling me that the machine order by my doctor was not in but would let me have a loner if I desired until the one order for me come in. I still have not received the correct machine and I have called every week since then. I feel they are trying to cheat me by try to saddle me with a cheaper machine I have the Philips Respironics start at about 1600.00 and the Rotech start at about 2600.00. I had 2 insurance and I still had to pay a copay of 284.00. I my private insurance paid 80% and Medicare pad 80% of that left on a $1600 machine my copay would not have bee 284.00.
I want the proper BIPAP machine order by my physician delivered to me
As of 6/26/20, Ms. received the machine ordered by her physician. With the current Pandemic, items were backordered. We deeply apologize for the delay in set up with the new machine but are glad that we were able to get her the correct machine.
I rented oxygen concentrator for month and notified company that concentrator no longer needed but was charged another monthly rental for only 5 days.
I had no initial information that rental was only by the month or I would have returned earlier and had I known I would have kept for the remainder of month, To be charged for an entire months rental for just 5 days usage is criminal . I have paid half of charge which is more than gracious for the time used.
To have balance adjusted and currently paid in full.
Upon further review, Ms. signed all contractually obligated documents where it covered being a rental when initially set up. When we bill a date of service, it is not paying for services already rendered, but for services to come. When the second month of rent was billed, it covers for the next month of usage. This is a common practice for companies, certainly not criminal. The account has to submitted to be reviewed to be adjusted. We will follow up accordingly.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately due to Covid-19 we received no information regarding rental practices nor did we sign any paperwork acknowledging procedure. Equipment was dropped off at front door with no interaction between provider and client.
Due to the issues at hand, we had issued an adjustment of $65 for the month of May services. This amount was calculated by dividing $100 by 31 days and than multiplying that by the 11 days that Ms. had the machine in May. There was also an overpayment of $50 on the account. There will be a total of $105 issued back to Ms.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you , we are satisfied with the resolution.
This company auto enrolled my husband to receive accessories for his CPAP machine. Upon arrival, we contacted them to inform that we did not wish to receive this merchandise. They charged us a $15 restocking fee and we needed to pay for the return of the accessories. We have NOT signed up for auto purchase. They have a lot of nerve charging a restocking and return fees.
Product_Or_Service: CPAP Accessories
Order_Number:***
Account_Number:
Other (requires explanation) $30 for the return of the restocking and mail fees we incurred due to their action. We NEVER authorized auto shipment of merchandise.
Hello
Please provide additional patient information so we can locate him in the system to assist in forming a response.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided the information on the invoice and will not provide my husband's PII information on a public website. Here is additional information:
***
Order_Number: ***
Account_Number: ***
In my opinion, this is attempted insurance fraud by forcing patients to force unsolicited medical equipment. I will be sure to regularly check with my insurance company to ensure a claim for this equipment is not submitted.
After further review of the account, when Mr. was initially set up he signed all documents which included agreeing to automatic shipments per one's insurance. I have attached said document to review. To date, there is no notations that the patient wants off of automatic shipments. If that is the case, please call your location and request to be removed.
Terrible service. taketo long to get supplies. They are more worried about submitting insurance claims for your supplies then making sure you have them. I could care less about submitting to my insurance. It just seems to be a hold up in getting supplies in a timely manner. I need my supplies now regardless if the insurance will pay the small amount or not. It won't make a difference on my $5000 deductible, For gods sake, they are just supplies for a cpap machine. I wouldn't be ordering them if I didn't need them. I just want to easily go on line and order the supplies I need without the red tape and nasty customer service. I have found that I can order supplies on Cpap.com, pay for them at that time, and have them shipped and delivered to my door within 4 days with no nasty service, well maintained website that is easy to navigate and checkout.They don't even request a prescription unless you need a machine. I can order as many as I need (filters, tubes, mask, etc) This would be something that Rotech needs to look into. Rotech needs to have better business practices, and update their online ordering practices. The worst of the worst I've seen. It's sad that Rotech has to have a customer complaint line. That tells me that they have lots of complaints because they have nasty customer service. How did the Revdex.com give them an A- rating is beyond me.
I used this company to get cpap supplies until I recently found more responsible prices elsewhere. I received an automatic delivery from them April 15, 2020. Per their requirements on the package, I contacted them within 3 days on Friday, April 17, 2020 to return the items. I spoke to a girl named Keaton. I told her I had opened the big package, but nothing inside, and that one of the small packages was empty with no product in it. She said that wasn't a problem and the packaging contents happens often. She said she'd call back once she received an authorization number to return the items. I called back April 20, 2020 to get an update and spoke to a man named Landon. I told him I was worried about the 3 day return policy since I hadn't heard back from Keaton and he assured me it wasn't an issue because their system showed I called in initially within the 3 days. He explained it takes some time to get the RA# & I'd be contacted. He asked why I was returning them and I told him I found them cheaper. Later that day I received a call from Keaton telling me that her Supervisor won't accept the return because it had all ready shipped & I never canceled the order. I told her that I never knew when the items were coming in the first place and asked why that even mattered. The items inside were not opened & I wasn't going to use them. Keaton said that they would not accept them back and I would be charged. I told her good luck with that and hung up.
Product_Or_Service: Cpap supplies
Order_Number:
Other (requires explanation) All I want is to get a RA# to return their products and to credit my account for the 12 items. They also need to honor their return policy listed on their deliveries. Thank you.
Upon further review, the patient has been on routine shipment since June 2019, the most recent order was their 6th routine shipment order. Routine Shipment is a process that the patient has to accept and approve of.
As far as contact with the patient, on April 17th, 2020, Mr. calls in and a return request is submitted for management to review. Mr. claims they had called in and stated it was someone at Sleep Central, but there was no notation.
April 20th, 2020, the return was denied. As all calls are recorded, lead management pulled call history for this patient and the two most recent calls were with the Patient Accounts Department and the insurance change team and with neither was it requested to be removed from routine shipment. No other contact could be found. The patient was not denied because we didn't contact them back within 3 days but instead because it was a VIP Routine Shipment and we have no record of them contacting us to request off of this routine status, which requires a 30 day notification.
VIP Routine Shipment not being eligible for returns has been on the delivery tickets for quite a while, so the patient has received previous communication letting them know this.
The pick ticket in the package states "Please note after THREE Days from receipt of package Sleep Central will not accept returns under ANY circumstances. Do not open individual supplies until you have verified your order is correct as Sleep Central will not take back any opened supplies. You must contact Sleep Central immediately for any order discrepancies. Return shipments will not be accepted without a Return Merchandise Authorization *RMA). RMA's must be requested within 72 hours of delivery by emailing [email protected]. Return shipments are subject to a $15 restocking/adjustment fee with return shipping costs. VIP Routine Shipments and the remaining supplies from your initial setup are not eligible for return."
(The consumer indicated he/she DID NOT accept the response from the business.)
None of the items inside the package were opened, just the big envelope carrying the items. Before the return was denied, I told the Rotech rep Keatona l*** 4-17-2020 that one of the small packages inside that was supposed to have a filter in it was empty and her response was that it happened sometimes during packaging & it was no big deal. She NEVER said I wasn't eligible for a return. That came after I said I got the items cheaper elsewhere. I received the package the evening of 4-15-2020 & called the first time 4-17-2020. I was well within the 3 day return requirement. I want a RMA number to return all the items I got, less the one small filter that was missing from its pack. They can review their call, I told them that information. How convenient my calls weren't notated on their end. I have names and dates of whom I spoke with if Rotech needs that information. Again, I WANT TO RETURN their overpriced items. Thank you.
When Mr *** was set up, the patient signed an agreement to get added onto routine shipments as the insurance would allow. Mr. has been receiving sleep therapy supplies since 2016. Mr. did not request removal until after this incident.
As stated in the previous response, the following statement is include on all pick tickets that are provided in every supply package: "Please note after THREE Days from receipt of package Sleep CEntral will not accept returns under ANY circumstances. Do not open individual supplies until you have verified your order is correct as Sleep Central will not take back any opened supplies. You must contact Sleep CEntral immediately for any order discrepancies. Return shipments will not be accepted without a Return Merchandise Authorization *RMA). RMA's must be requested within 72 hours of delivery by emailing [email protected]. Return shipments are subject to a $15 restocking/adjustment fee with return shipping costs. VIP Routine Shipments and the remaining supplies from your initial setup are not eligible for return."
In this case, Mr. failed to inform Sleep Central within 30 days to stop the shipment. Not doing so, the shipment is not eligible for return. Please see the attached signed document.
(The consumer indicated he/she DID NOT accept the response from the business.)
They never said I could not return the items my initial two calls prior. Hopefully Rotech has that fact on their recorded calls still and it's not mysteriously missing. NO RETURN was brought into play when I said I was no longer going to use their overpriced cpap supplies. Their refusal to take their unopened products back, that I called in about within the 3 day return, is based solely on me stopping my business with them. Restocking fee is acceptable as a standard business practice.
When being set up with the equipment, the correct documents were signed that accepted the required steps. The conversation that was had after delivery, there is nothing stating that the patient wanted to return. Out of good faith, the date of service from April will be adjusted off the patient's account.