Rotech Healthcare

I used this company for CPAP supplies. I had no issues with getting my supplies. However I had to hassle them so that invoices matched up to my insurance EOB's. My employer pays for my insurance deductibles however I have to provide an invoice and EOB that match. After several months of trying to get them to revise an invoice from early 2016 to match my EOB and getting no help I gave the invoice to my employer to pay. Then the invoices kept coming and none of them matched. I called again and again trying to explain that I wanted to pay these bills however they don't match my insurance EOB's. All my calls were in vain until mid 2017 when I finally got a rep that directed me to the website to send a message. Finally in August of 2017 someone reviewed and fixed my account and I should add I did all this work to pay them more money than they were billing me. I should not have had to work so hard to correct their billing issues! In the end I am rewarded by them adjusting and adding on expenses to my invoice from early 2016 a time frame that showed paid in full up until August of 2017. I called several times to express my displeasure about having my account adjusted over a year after supplies were provided. One rep tried to blame it on my insurance however my insurance EOB's had no changes to them after June of 2016. This is 100% their incompetence and they see no issue with billing someone over a year later. I cancelled my service with them and have reluctantly mailed them payment today because I don't want any negative impact on my credit. If you need a CPAP supplier I would suggest you keep looking! This company has horrendous customer service/billing practices.

There is no way to contact this company
There is no way to contact this company. If you call on the phone they will refer you to the webside and will not do any thing. If you send a complaint via the website, you will never get a reply. They are still charging me for a device that I quit using months ago (and I told them I quit using it) I recommend never using this company.

I have been trying to get an answer about billing issues for 6 months. There is always a discrepancy between my EOB and my bills. They do not respond to phone calls or emails. The only time I hear from them about a bill is when they call to tell me an account is past due. I explain once again the issues, reference my letters about the billing problems, point out I pay what my EOB says I owe, and am told they will mark my file to be reviewed for answers.

If there were a less than one star rating I would utilize it. To the inquiry about how often I would recommend this company to another "never" should be added.

We have had constant and on-going issues with this billing department. They bill us monthly for services (for spouse) that our insurance pays for 100%. The amount they bill us for the same monthly charge varies fro $4-5 to $45 per month. I spend hours on the phone trying to get them to correct our billings. They readily admit that our insurance pays the rental fee 100% and very timely but apparently they are unable to get payments posted to our account. It often take 6-8 months during which time they send harassing PAST DUE statements to us. The local service providers we work with who use Rotech for billing are of no help. We have a two years monthly rental on a C-Pap machine that expires July, 2018. We also experienced the same issues with the last machine rental and all supplies we ever purchased that were billed through Rotech. So this issue has been ongoing for much longer that the current rental agreement period. We moved to another company for supplies over a year ago because Rotech just can not properly process payments. As soon as the rental period for this machine is fulfilled, we will NEVER work with anyone who bills through Rotech. If this company can not process payments properly, they should not even be operating.
Product_Or_Service: C-Pap Machine

Gross failure of customer service and refusal to stop billing for services/equipment not rendered.
ROTECH and its subsidiaries Homecare Medical Equipment (HME) in Idaho Falls, ID and Sleep Central (SC) in Murray, KY are involved. The home office is in Orlando. I was referred to
HME for sleep apnea/CPAP equipment in December 2015. For two years the company failed to serve my needs or resolve my complaints. Their gross ineptitude included: Unqualified and uninformed office manager "CHRIS" who did not understand the equipment, how to bill or complete paperwork for medicare, how to meet the needs of patients referred to them; The turnover at the local office was stunning and monthly, and highly disrupted my ability to get customer service at all, let alone professional, caring, competent healthcare service. The office area was filthy every time I visited. Phones rang with no one around. Important doctor orders and paperwork was repeatedly "lost". I personally had to deliver the orders on at least 3 occasions and get a receipt so that they could not say they didn't get it!! While Respiratory therapist "Julie" that came to my home in July 2016 seemed competent, Chris the manager had no record of her coming, what she did with me re equipment and supplies, the instructions she gave me and how the local office would thereafter meet my needs, etc. Within a few months, she also was replaced, as there was constant turnover with that office. The local office did not coordinate with supplier SC either, resulting in lost orders, late equipment or some that never arrived. I agreed to switch out my CPAP machine once, then refused the second time because Chris could not give me a reasonable explanation as to why I should allow this inconvenience. My Doctor had to fax and re-fax orders over and over and over again. Supplier SC also acted in disarray and confusion about the equipment and billing medicare; I have been in tears many times and kept repeating " all I want to do is get some sleep! Please help me!" I have written on the last 6 months' bills: "I have CANCELLED Rotech. Do not bill me anymore!" Certainly I have paid for my CPAP machine three times over. I switched to NORCO 10 months ago; I should be getting NO MORE billings from ROTECH. Over the past 2 1/2 years In an effort to complain, I asked Chris for the name of his supervisor. He said "There is no one, only I can help you". He would not put anything in writing although I demanded it. He was telling me bizarre excuses for why he could not get a CPAP to me; I had asked that he put it in writing, because I had difficulty believing him. He refused.
Not only had the local office mgr proven himself incompetent and a bold liar, but all of his activities were suspicious and counter to helping an unhealthy clientele. That office from all appearances and activity was a FRONT, for something else, and should be closed down!!
In March of 2017 (3/21/17) I made calls to Rachel G in Orlando, Peter R, Area Manager, and Mark J, Area Manager, Cheryl at Rotech compliance, Shawn in Butte. I kept very detailed notes and have a 2" thick file. No one, NO ONE called me back or attempted to resolve the issues that had me suffering and crying.

I am now receiving my supplies and respiratory therapy from NORCO. My needs are being met by another company. . . VERY WELL!

ROTECH needs to STOP billing me. Also, I request that this complaint be registered with Revdex.com in Idaho Falls so that anyone choosing a medical equipment company, all local doctors, everyone concerned for persons with sleeping disorders or other disabilities, will choose to stay away from ROTECH.

My life was disrupted and my quality of life marginalized by ROTECH and its subsidiaries for two and one half years. They must be reported. Thank you.

This company started sending me a bill for purchasing a TENS unit from them in 2014. I did purchase one TENS unit from them 3-4 years ago. My insurance paid for the unit. I do not owe them the $ they say I owe after these years. My credit FICO score from the State Employees Credit Union in NC is 822 (Excellent) because I have never not paid a bill or been late on a a bill. I am a retired teacher and would certainly pay this bill if I owed it. I have called the company multiple times and had to leave messages, but they have never called me back. I wanted to find out what they think this bill if for. I have also written to them, but received no response. I don't know how I'm supposed to find out why they think I owe the bill when they will not respond to my calls or emails. If they think I owe the bill, why did they just start billing me 3-4 years after the date they think I purchased a TENS unit. When I needed another TENS unit, I simply bought one with money out of pocket because the *** store people were so rude and hateful when I was in there store.
Account_Number:

They are not properly billing the insurance company, nor sending me my supplies. This is the absolute worst DME provider that I have ever dealt with1!
I have had the machine since Aug and have only received one shipment of supplies (which was only the tubing). I now have a severe sinus infection and I believe it to be from the filter that needs replaced in the machine. They have turned me into collection and should bu=ill the insurance. This company honestly needs shut down for all the fraud that they are doing and the aggravation that they are causing people; especially people who are not well. They will tell you that you account has been fixed and when you receive no supplies and call they process starts all over again.

I have a billing dispute with this company that I have tried to resolve twice with the corporate office and once locally. I have contacted them multiple times via phone and email. I have been told that the issue will be resolved but there is not change. My 88 year old mother continues to get monthly bills threatening to turn her to a collection agency. This is RIDICULOUS!! This is for $174.20. My husband says I should just pay it and forget about it. But, how many people cannot afford to just pay it and make it go away. How can Revdex.com give them such a good rating with all of these complaints?

My 80 year old mother is in an adult care facility and is paralyzed on her left side and cannot stand or walk. She needs a hoyer lift to get out of bed to her wheelchair and shower chair. She was previously on hospice where they provided a hoyer lift. She was discharged from hospice in December of 2017. I've been trying to get a lift for her since then and was told that Rotech was the only place in town that is contracted with Medicare. After spending a lot of time on the phone, on hold, etc, I got all the paperwork they asked for. The facility faxed it to them. They said they didn't receive it. They faxed it from different machines; still they didn't receive it supposedly. I took it down to them, which is across town. They said I needed more paperwork from her doctor which I got. Again, they weren't receiving faxes. I again went down to their offices and turned in all the necessary paperwork. They told me it was all there and sufficient and they'd call me that afternoon. A week later and many phone calls from me, I still don't get an answer. I don't know where to turn to anymore. The care facility has told me they have been consistently unreliable for years. All I want is for my mom's remaining time to be comfortable and as pleasant as possible and this hoyer lift would do that. I can purchase or rent one but our funds are limited.
Product_Or_Service: Medical Supply

I never write negative reviews online. Absolutely awful company to deal with. They say one thing, do another, and you get stuck with the bill. This happened to me several times. After I cancelled, they still sent me an auto shipment and billed my insurance, forced me to pay for the return, and caused my regular provider to be unable to fill my order. Companies like this should be out of business. Plus, everyone I've contacted in customer service - either in person or over the phone, is rude and condescending.

It took me 5 months to resolve a refund for a down payment on a CPAP machine
I made a down payment on a CPAP machine back in September of 2017. I started to try to get a refund from Rotech in November because I decided to go another route. They double credited me the amount of 182.38. I made a payment using *** (see attached)on January 9th to cover the double credit. I thought this was the end of it. Rotech sent this to a law firm for collections and is trying to get 182.38 from me. This has since been resolved, but their business practices are horrible. Someone ought to keep them accountable for their unsavory business practices.

Over billed for services. Charged credit card without authorization.
***
February 2018. Sent incorrect bill to me. I called and had the bill corrected from $133.94 to $26.84.

February 7, 2018, Rotech charged credit card I had used previously for $133.94. Called on February 13, 2018, to have corrected. Company refused to refund overcharge to credit card. Claimed they would send me a check in 6-8 weeks. Would not provide information on how much the check would be for.

February 7, 2018, called Rotech Corporate Office at *** Transferred to someones voicemail and left message about issue. Have not received call back.

I would like to have the money returned immediately and stop Rotech from falsely charging my credit card.

I received a Rotech bill dated 12-21-17 telling me I owed $28.52 for "CPAP Replacement Rental." Was about to pay when my wife said she thought I had already fully paid them off a long time ago. In fact, I purchased my CPAP in October of 2015, and I made my FINAL rental payment (rent-to-buy) about November, 2016!

So on 1-5-18 I called 877-389-1532 and spoke with "***." She told me I owed for "rentals of $7.13 per month for Sept-Nov of 2017." She explained my rental was for 13 months . . . BUT . . . that if I changed my insurance company coverage, then the payment starts OVER and that mine changed a few months ago! She claimed that I got my machine Aug 21st. I asked her what year. She put me on hold (for quite a while).

Finally she came back and said: "OK, so you're the proud owner of a CPAP machine."

I asked her what the problem was/had been, and she cut in with "I've taken care of everything."

Then told her I got the CPAP in Oct of 2015, and she repeated that she'd "taken care of it."

So . . . I thought it was settled.

But yesterday (1-31-18) I received ANOTHER bill! For $142.52! THIS bill shows charges of $133.00 for each month from Sept - Dec with my "Patient Balance" due of $35.63 per month!

If I had not experienced some earlier questionable practices (beginning when I purchased back in 2015) that struck me as shoddy and unethical -- though perhaps technically "legal" -- I probably would be calling them back at this point instead of filing this complaint with you.

How many other people are they illegally harassing for bogus payments -- people who either may not keep good records of how much they actually owe or who just plain forget'

Thank you very much for your kind attention to this matter.

***

Philips Resperonics REMstar Auto A-Flex, Humidifier and Mirge Swift II mask.

Rotech is the worst company I have ever dealt with. Every three months I have to call and inquire why my CPAP supplies that are on auto re-order have not arrived. I have spoken with customer service three times in the past 3 weeks and each time I'm told something different as to why my order wasn't shipped. I am constantly running out of CPAP supplies thanks to their very disorganized and poor customer service. HOW CAN THIS COMPANY HAVE AN A+ RATING WITH 95% NEGATIVE REVIEWS????. If you are considering using Rotech, go elsewhere and save yourself from a horribly run company.

see Attached document

In early December 2017 my wife's Doctor *** authorized a hospital bed and a wheelchair for my wife ***. On December 11, 2017 his office faxed the request to *** in Windsor Ct. A follow-up call to *** revealed that they never received the request and a follow-up fax was again sent to *** but we were advised that they did not receive the second fax. I spoke the office and confirmed that the fax number was accurate and a third fax was sent but not received. As this need was critical I contacted *** and ordered the needed equipment on December 18 which was delivered on December 19. The cost was $255.00 a month as *** was not *** vendor. Numerous calls by this writer and the *** and *** staff failed to produce any equipment. We received a call from *** on JANUARY 1/11/2018 but I had to coordinate an exchange of the rented bed on 1/15 before they could bring in the replacement bed. The bed was removed by *** but *** didn't show up until late afternoon and did NOT have the wheelchair that was ordered, as they needed her height and weight which they had for the bed. As of this date my wife still does NOT have the wheelchair and I had to pay another month rental of $75. They now owe me $330.00.
I noted â??that they have 12 pages of negative service issues and one positive comment yet they have a A+ rating How is that possible?

This company is very disorganized on every level. I was told two weeks ago that my shipment would go out a week ago. It still has not shipped and they have not responded to the email I sent 24 hours ago. They also billed me on my first shipment for three face masks but only sent one. Why would I need three? The rep got so flustered in not being able to figure out the correct billing that she had to put the bill in some sort of deep freeze. That still has not been resolved. Now I'm waiting for supplies that probably haven't been sent. I've been on hold for 15 minutes and am still wating to talk to a human being. That's nothing for them. Oh and the automated system offers to call you back but don't try it. It goes into a black hole. These people should go out of business and give another company a shot at meeting patients' needs.

I have received bills from Rotech that are almost a year old. The last time I paid them I was told the account was paid in full.
I began using a Cpap machine in 2016 using blue cross insurance. In Jan 2017 *** was no longer an option for consideration as an insurace provider. I informed Rotech of my new insurance which was ***. I provided them with the information necessary for them to bill ***. As it turns out Rotech was NOT in network with my insurance plan. I was not made aware of this. Rotech continued to send my Cpap supplies.

Once I began getting explanation of benefits from *** explaining they would not pay for goods or services provided by Rotech I asked Rotech to stop sending my cpap supplies. I still continued to receive another box of items. I asked to return the box but was told by Rotech that I would not receive credit. I received bills from Rotech and paid them as asked even though I did not understand what I was paying. I was told that I had to pay a partial rent for the machine I was using while *** paid another portion of the bill.

So at this point I was using the machine and not receiving any additional supplies from Rotech. I do not recall the date but I believe it was prior to August, I received a call from Rotech stating they were coming to pick the machine up. I asked them why and was told because *** would not pay for it. I was at work and could not meet them, so I called and arranged to return the machine to the location in Tulsa, Ok. where I picked it up.

Finally in August 2017 I received a bill from Rotech for a bit over $300 dollars. I called to ask why I was being billed. I was told that was the balance of what I owed Rotech for their services. I paid the balance in full at that time. I did not hear anything else from them until January 2018. This latest bill claims I owe them $213.00 from May of 2017. I received the bill on Saturday January 20, 2018. I know they have office hours so I called and left a message on Saturday. I finally received a call back from them on Thursday, January 25, 2018. I asked about the outstanding balance and was told it was for a claim that *** did not pay. But was not provided with any details about which claim they were referring to.

In summary, I do not want to short change Rotech for their services. I know they are a business, but I feel that it is unfair of them to bill me for any goods and services without explanation. I only see that the alleged goods and services are for May 2017. I will pay them if I truly owe the money but I do not understand why I continue to get billed. I would have paid the balance today but I am not satisfied that I owe them any money or that they will not send me yet another "random" statement next year because they can.

The man I spoke to today could not assure me that this was the last time I would be billed. I just want to know how many outstanding claims are they waiting on with insurance? How much money do I owe them and what is the money I owe them for? I feel like they are disorganized at best, if not downright corrupt. I feel like I am in a corner. I work in the Law enforcement field and want to maintain good credit scores and do the right thing. However, I do not want to be cheated just because they can. They seem to bill me at will and if I don't pay, who can I turn to? I am just one person. They are a nationwide corporation but cannot seem to keep their accounts in order. Yet if I don't pay it goes on MY credit score.

I have never filed a complaint with the Revdex.com prior to this so I am not sure what can be accomplished by this.

Thank you for consideration in this matter.

Respectfully

Being billed in 2017 for an incomplete CPAP machine that was %100 covered by insurance and both deductible n outta pocket were complete for 2016.
***
1- 05/2016
a. Contacted by Rhema Medical that I was due a replacement CPAP machine as my current system at the time was now beyond 5 years old.
b. Explained I wanted to wait until my deductible and Out of pocket obligations were complete with my insurance for 2016.
2- 10/25/16
a. Insurance obligations completed so met with Rhema Medical technician *** He assured me on 2 different occasions, as I asked him on 2 separate occasions, that this was 100% covered.
b. It should also be noted that the CPAP machine I rcvd from *** was incomplete. I have yet to receive a wireless modem for this equipment. *** stated I should receive in in two weeks or so. To date 01/24/2018 I have not received it.
3-
a. Billing statement 01/31/2017 did not contain CPAP n Humidifier.
4-
a. Billing statement 05/16/2017 CPAP n Humidifier back on bill.
5- 11/22/17
a. Talked with Operator ID "SM0" offered to pay all due charges from 3/10/17 thru 10/11/17. This covers all charges except billing for the wrongful charges from 10/25/2016 for CPAP n Humidifier.
b. I was instructed to hold off on any payments until they could investigate further. Payment would be applied to the oldest outstanding balance 1st.
c. She said they would contact me in a couple weeks.
6- 12/11/17
a. Contacted by Courtney of Rhema. Courtney said she showed no record of my 11/22/17 phone call or any investigation into this issue. Gave her complete story from Item "5".
b. Was supposedly transferred to a supervisor.
i. Got a recording stating they are closed from 12 to 1 PM for lunch and that if this is after 5PM leave name and number and they will call me back.
ii. I left my name and number.
7- 1/24/18
a. Still have not heard anything back.
8- 1/24/18
a. I called them this time. Again supposedly no record of anything. Gave story from Item "5" above.
b. Transferred to another part of billing. After holding 17minutes, I Talked with ***.
c. Again gave story from "item 5". He put me on hold again to talk with supervisor. After >12 minutes on hold, he came back and said I was liable for payment. Told him this was unacceptable and he stated that he was not in a position where he had the authority to resolve the situation and that he would transfer me to a supervisor who could render a resolution.
i. Got the same recording as I did in "Item 6-b.i." stating they are closed from 12 to 1 PM for lunch and that if this is after 5PM leave name and number and they will call me back.
ii. Once again, I left my name and number.
9- Currently still waiting for a phone from someone who can resolve this issue.
10- Also, the machine I received is incomplete (see" Item 2-b."), why should I be billed and/or pay for a machine that is incomplete?

I agree that this company is the worst!! Been dealing with them since 12/6/17 when CPAP was first received. It is 1/23/18 & no replacement parts have been sent as stated on sleepwell VIP program. Still waiting for a replacement mask that I called for on 1/13/18. Nothing but excuses & no mask! Everytime we call, nothing gets done! Currently using a CPAP mask that is leaking & an old filter for dream machine that is overdue for a change. Would like to give ZERO stars if I could.

HAVE NO IDEA HOW THIS COMPANY CAN RECEIVE AN A+ WITH OVER 200 COMPLAINTS.....THERE CUSTOMER SERVICE IS THE WORST I HAVE EVER DELT WITH.....WILL NOT RETURN CALLS....WHAT IS ONE TO DO WHEN ON OXYGEN 24/7 AND NO ONE RETURNS CALLS FOR SUPPLIES....TERRIBLE