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Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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Professional Breathing Associates (PBA) will NOT fill my mom's prescription for a Personal Oxygen Condensor.... been waiting for 4 months now!
My mom is currently receiving her oxygen canisters from PBA for almost 3 years. Her doctor has given her a prescription (September 2017) to get a Personal Oxygen Condensor, however, PBA is NOT filling this order and will not give us answers as to WHEN the order will be fulfilled. They have given us many excuses, all have been untrue. We are STUCK with this company due to the 5 year billing cycle. I have tried to switch to another company, but no one will take this order due to the current billing cycle that my mom is on. My mother is 80 years old, has COPD and arthritis in both knees. She can NOT continue to carry the large oxygen canisters. This company is awful to work with!
I would like to get my mom's prescription filled immediately for her Personal Oxygen Condensor.
01/22/2018
*** needs to provide us with her mother's name and address or date of birth so we can locate and review her records and provide a response to this complaint.
Respectfully Submitted,
Jamie M
(The consumer indicated he/she DID NOT accept the response from the business.)
My mother's name is *** We submitted the original doctor's prescription in September 2017, and AGAIN in December 2017 after she had to be retested by her doctor because PBA (a division of Rotech) showed she was not eligible for the Personal Oxygen Condensor.... even after her doctor recommended it.
February 06, 2018
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn:***
Sent Via Revdex.com Website Upload
***
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/22/2018.
Consumer's Original Complaint:
Professional Breathing Associates (PBA) will NOT fill my mom's prescription for a Personal Oxygen Condensor. been waiting for 4 months now! My mom is currently receiving her oxygen canisters from PBA for almost 3 years. Her doctor has given her a prescription (September 2017) to get a Personal Oxygen Condensor, however, PBA is NOT filling this order and will not give us answers as to WHEN the order will be fulfilled. They have given us many excuses, all have been untrue. We are STUCK with this company due to the 5 year billing cycle. I have tried to switch to another company, but no one will take this order due to the current billing cycle that my mom is on. My mother is 80 years old, has COPD and arthritis in both knees. She can NOT continue to carry the large oxygen canisters. This company is awful to work with!
Desired Resolution:
I would like to get my mom's prescription filled immediately for her Personal Oxygen Condensor.
Rotech's Response:
Rotech has reviewed this matter and determined that we received authorization from *** insurance in December 2017. However, our local office did not follow our process to obtain the equipment before the authorization ended. We have reeducated our local office employees on the process for obtaining a portable oxygen concentrator and contacted *** insurance for re-authorization. The equipment should arrive at our local office on Wednesday 02/07/2018. Please contact our local office after Wednesday to schedule delivery ***. We apologize for any inconvenience this issue may have caused.
Respectfully submitted,
Jamie M
Compliance Manager
Company continues to bill be for services were told would be covered by my insurance and no out of pocket expense to me.
When I picked up my nebulizer from their local authorized agent in Lees Summit Missouri I was told all costs were covered by my insurance and there would be no out of pocket cost to me. I was provided a copy of the contract which also shows that I have no financial responsibility for use of this equipment. However, the company continues to bill me monthly charges. When contacting company and speaking with their agent Holy McMahn they refused to removed and stop further charges.
Remove any current charges billed and stop future billing. This machine according to their company/agent in Lees Summit Missouri said all costs were covered by my insurance and provided me a copy of the contact showing no personal responsibility for any payment.
Rotech has reviewed this matter and determined ***'s insurance pays 80% of the allowed amount and she is responsible for the remaining 20%. *** should have received an explanation of benefits statement from her insurance informing her of the amount she is responsible to pay. Rental fees will continue until the 13th month or it has reach 100% of the purchase price. According to our records the equipment has billed for 8 months and has 5 months remaining before it has capped.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
I have a copy of the "ticket" and Authorization" sheet" known as the contract and I did not sign or agree to any personal responsibility for payment. The answer company provided is not acceptable.
Rotech has reviewed this matter further and we stand by our initial response. *** received Rotech's Terms of Agreement at setup that explains her financial responsibilities:
3. Financial Responsibilities:
You are obligated to personally pay, in full, the difference between the amounts your government benefit or insurance coverage pays and what the Company can lawfully charge for the equipment, supplies and/or services furnished to you. In the event the Company notifies you that the claim for payment on your behalf was refused by a third-party payer for any reason other than the Company's failure to comply with any applicable law, regulation or insurance contract (including, but not limited to, your failure to qualify for the equipment, supplies, or service, lack of coverage by your insurance payer, or your failure to provide complete and accurate information needed to bill the payer), then you will submit full payment for the equipment, supplies or services to the Company upon receipt of a statement billing you for the same.
If she has an explanation of benefits from her insurance that shows she has no out of pocket responsibility, please provide us a copy.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently, Rotech is in the business of billing people for goods or services that were not authorized. The company continues to be unable to provide any contracts signed that show I have agreed to any financial responsibility. Further, Rotech appears to be unresponsive even when the Revdex.com steps in on the consumers behalf indicating that this company does not use a best practice policy. This case will continue unresolved until such time as all charges are removed from my account. This includes a negative complaint filed with the Revdex.com. Should it be necessary a further complaint will be filed with States Attorney General. It is unacceptable for this company to wrongfully bill for something that I never agreed to and where they cannot provide any signed documentation showing agreement to pay any fees. If they continue to refuse to resolve this issue I ask the Revdex.com to lower the companies Revdex.com rating to reflect their poor business practices and their attempting to wrongfully bill and threaten consumers.
This is the worst company that I ever had to deal with and it is absolutely a shame that they treat our veterans the way they do. They let my father go without oxygen for 18 hours before they finally came and replaced his concentrator. Then once my father passed away they came to buy house at 9:45 at night to pick up all of his supplies. They were supposed to be here at 12:30 in the afternoon. And did I mention when they let my dad go all day without oxygen they showed this is the worst company that I ever had to deal with and it is absolutely a shame that they treat our veterans the way they do. They let my father go without oxygen for 18 hours before they finally came and replaced his concentrator. Then once my father passed away they came to buy house at 9:45 at night to pick up all of his supplies. They were supposed to be here at 12:30 in the afternoon. And did I mention when they let my dad go all day without oxygen they showed it Up at my house at 10 o'clock at night to replace his concentrator. This is the worst company that I've ever dealt with and I hope the VA cancels their contract with them. I will continue to deal with the VA in getting them to switch to a different company even though my dad is no longer with me. This company is terrible and patients do not deserve to be treated so terribly by this company.
My account seems to be messed up I would like to have it audited my Husband *** also has an account perhaps they have been combined.
Last month I received an invoice that indicated my account was past due, I had paid all the invoices that I received. This one covered May & June. I had cut a check for $93.00 and it was in the mail, in my accounting experience this should have brought my account up to date. This month I receive another for $88.69 that was seriously past due and a threat of legal action. How do I know if some of the invoices were paid in the $93.00 payment. I want an audit of both our accounts and I would like to be released to go to another supplier. My next step is my Attorney General as I feel this is harassment of the elderly.
I'm requesting an audit of both our accounts and a release from Rotech so we can get another supplier as this is very upsetting, since I pay my bills once they get to me.
January 29, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
***
Sent Via Revdex.com Website Upload
Re: ***
Dear ***:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/18/2018.
Consumer's Original Complaint:
My account seems to be messed up I would like to have it audited my Husband *** also has an account perhaps they have been combined. Last month I received an invoice that indicated my account was past due, I had paid all the invoices that I received. This one covered May & June. I had cut a check for $93.00 and it was in the mail, in my accounting experience this should have brought my account up to date. This month I receive another for $88.69 that was seriously past due and a threat of legal action. How do I know if some of the invoices were paid in the $93.00 payment? I want an audit of both our accounts and I would like to be released to go to another supplier. My next step is my Attorney General as I feel this is harassment of the elderly.
Consumer's Desired Resolution:
I'm requesting an audit of both our accounts and a release from Rotech so we can get another supplier as this is very upsetting, since I pay my bills once they get to me.
Rotech's Response:
Rotech reviewed this matter and determined that *** payments were being applied to her husband's account. Our billing department reviewed both accounts and corrected the payments. After the corrections *** is receiving a refund of $315.56 and ***e is receiving a refund of $31.97. We apologize for this oversight and any inconvenience this has caused ***
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the help of the Revdex.com, My husband and I have had problems with our account since opening them, until we went to Revdex.com our requests and phone calls went unanswered, we were left with no recourse. I hope this will not happen in the future as it is very frustrating. Do we have the right to seek another supplier if we wish?
thank You.
Rotech sent me replacement supplies for my CPAP. Unfortunately they were not for my equipment. The Customer Service Rep indicated that they sent supplies as outlined in my profile. The filters sent were not for my machine. Rotech would not return them nor would they cancel (forgive) the invoice. Hence I am to pay for something that does not fit my machine. Their was no reasoning with the this company... So for $13.50 they lost me as customer ... go figure... It was clear that the Customer Service person was not concerned about this issue. In fact she indicated that they could not send the correct supplies until it was time to renew my supplies. So what am I suppose to do in the mean time? This is a medical device for my health. Completely unacceptable! And they have an A+ rating???
I got a cpap supplied by them which was requested from my doctor. after I received it some of the parts got worn where I could not use it any longer.
I have been trying to get the mask and hose replaced so I can use the machine however every time it is order they say they are lacking something from the doctors office. So I call the doctor they send in the info requested and then the order get cancelled because they say they still not have what they need. mean while I am caught in the middle and not able to use the equipment for the pass two months they don't seem to care they get very abrasive on the phone when you speak to them and say they can't send anything until they have what they need form the doctor the doctors says they have send all that they requested but they keep asking for more. this has been going on for 2 months now and the equipment is useless to me.
fil my order don't charge me and don't make me wait any longer.
January 05, 2018
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/04/2018.
Consumer's Original Complaint:
I got a CPAP supplied by them which was requested from my doctor. After I received it some of the parts got worn where I could not use it any longer. I have been trying to get the mask and hose replaced so I can use the machine however every time it is order they say they are lacking something from the doctor's office. So I call the doctor they send in the info requested and then the order get cancelled because they say they still not have what they need. meanwhile I am caught in the middle and not able to use the equipment for the past two months they don't seem to care they get very abrasive on the phone when you speak to them and say they can't send anything until they have what they need form the doctor the doctors says they have send all that they requested but they keep asking for more. This has been going on for 2 months now and the equipment is useless to me.
Desired Resolution:
Fill my order don't charge me and don't make me wait any longer.
Rotech's Response:
Rotech has reviewed Mr. complaint and determined that his insurance carrier requires a face-to-face visit with his physician before his 90th day of using the device. The visit MUST be documented and include that he is currently using and benefiting from the CPAP device. Without this documentation in our file we will not be able to supply Mr. with the supplies he has requested. We have reached out to his physician's office and received documentation from his last visit. However, the visit does not include that he is currently using and benefiting from the CPAP device.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
The billing methods and and billing office are unbelievably inept. I have been working for 4 months to get charges reversed because they have been
double billing us since January and we never received a statement until August. I have now spoken with the billing director who says she is going to straighten this all out. We'll see - I have been told that every time I have called. This is their last chance - I then go to the attorney general and file a claim.
The balance of my payment returned and an itemized statement of all the charges and payments and where the payments have been credited to. I discontinued service from them 11/30/17
January 15, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/03/2018.
Rotech reviewed this matter and determined that Mr. account did have billing errors that have been corrected. On 01/11/2018 our billing center director sent Mr. a letter outlining the errors we corrected and the new amount due after adjustments and credits were applied. The correspondence included a detailed analysis of all charges, payment and credits. We apologize for any inconvenience this issue caused Mr..
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with the way the Director of billing has handled the complaint and the resolution sent to me. I continue to work with her to get this matter completely settled. Once I was able to talk with the director, Christy, the matter has been quickly looked into and handled. So sorry that this could not have been sent to her office months ago.
Christy has been up front and open to listening to what I had to say. She has and is very easy and accommodating. Thank you
See attachment
*See attachment documents*
I would like to lodge a complaint regarding Baxter Medical Equipment.
On October 13, 2017 I met with the CPAP Therapist (Jan) to pick up my machine and mask to begin CPAP
therapy. She showed me the machine, made sure the mask t, and that the machine worked. Very
little was explained about the machine.
I was told that I needed to pay $105 that day in order to take the machine, and that there is going to be a monthly rental fee of approximately $20 per month. None of this was told to me prior to my
appointment. I was assured that my insurance had approved this and that would be my portion. I was
told to call back next week and speak with Diedra, she could tell me for sure.
I called the following week, spoke to Diedra, she told me that I would have to talk to her billing
department. She gave me a number, and I called. I spoke to Tamera. She could not answer me either
because the paperwork had not been processed. I was then told to call back in 2 weeks to give them
time. She gave me her direct line to call back on. During this period I had to go back up to Baxter
Medical Equipment because the hose I had was broken and I wanted to try another mask style. I was told that I had to wait for Jan to get back in town because she was the only CPAP Certified Therapist and a new hose and mask had to come from her. So I lost a whole week of use of this machine because nobody could help me. When Jan got back I finally was able to get a replacement hose and new mask. I started up my therapy again.
The 2 weeks were up so I tried Tamara again. I kept getting voice mail for Tamara. I left messages several days in a row. After about another week of this, I finally got a hold of her and she said she just got back in the office. She still could not answer my question at this point either. I tried to call my insurance company and they had nothing on file for this claim yet. We are now a month into this. This company had my checking information to do automatic withdrawals for this money because it was mandatory that I did this because of my deductible being $1500. I was getting worried at this point not knowing how much was going to be withdrawn from my account so I could budget for it.
During this whole time I keep getting phone calls from different people in different states saying they were my respiratory coach. They wanted to know how I was doing and if I had any questions. One of them I spoke with was able to enlighten me on my machine of what some of the features I could do that was never explained to me when I picked the machine up in the first place.
The week before Thanksgiving I was attempting my third style mask. It was mailed to my home. I tried to connect it to the hose I had but it was too small. I went back up to Baxter spoke to Diedra. She tried to find an adapter that would work, but she could not. I had to come back when Jan was available. So I came back in later that afternoon to be told that there is no adapter that I would have to use the hose attachment directly to the machine. There is nothing they can do about it.
It is now Thanksgiving week. I have had the use of this machine for about 5 weeks. This machine is
clearly not working for my benefit. The broken hose, no comfortable apparatus, the fact that I have to disconnect in order to go to the bathroom in the middle of the night. I decided this therapy was not working for me. I called my doctor to see if this was ok. His nurse called me back and confirmed that I could bring the machine back to Baxter. Keep in mind I still have had no phone calls or invoices or anything that I owe any money. On Monday December 4, 2017, I dropped the machine off and everything they gave me with it. They only wanted the machine. I had to take everything else back with me. I signed that I returned it and left. The next afternoon I get a phone call from Diedra saying that I owe them $472.95. I said for what. I was told that my insurance was paying for this and that my portion would only be about $20 per month. She said it was the cost of renting this machine and supplies for the last 2 months. They billed my insurance, but my insurance carrier was only applying it to my
deductible. I said I want an itemized list of what you are charging me. This is ridiculous. I have been calling to try and find out about this for several weeks. You wait 2 months and because I bring back the machine all of a sudden I have a bill. No one in your office could have called to let me know what was going on. She said she would mail me an invoice.
I do not feel this is fair in any way. I did not use the machine for a full 2 months (10/13 thru 12/4), and I lost a week of use because of the broken hose. I feel that they need to waive the $472 for all the aggravation and imposition they have put me through. Getting this bill after the fact is not a very good business practice. They should make the client aware long before a big bill is accrued. Plus the lack of personnel to get something as simple as a hose replaced should not be acceptable. The lack of response to my messages. Their hours of operation are not advantageous to their clientele. I had to leave work to accommodate them, and still not have anyone able to assist me. I will not recommend this company at all.
*(added 12/29/2017)*
I found out on December 27, 2017, while I was at lunch, that my debit card had been rejected when I tried to pay. I called my bank to find out why and they told me that on December 19, 2017 Rotech had drafted the $472.95 out of my account causing a huge overdraft problem for me.
I called Diedra at Baxter Medical Equipment and reminded her of our conversation of December 5, 2017 that I could not afford to pay that whole amount and that I wanted an itemized bill, and I would have to make payments. She said ok at that point. When I reminded her of all this she said that it was not her, it was their billing company that did this. I would have to speak with them. So, on December 27th, I called 3 times with no reply. I called again on December 28th and stayed on hold for about 30 minutes before someone finally picked up. I first spoke to Destiny, she was not willing to help and said nothing could be done. I asked for a supervisor and was transferred to Tamera. She said they had every right to take the money, that I should have known. As I stated before, I have been trying to find out for several weeks what I owe, but no one including you could ever tell me. I asked for a statement that I never received. I told her you can't take money from people without telling them first. All she would say is that I should have known and they had a signed authorization to do so. I told her that authorization was supposed to be for a monthly rental fee of $20 or $30. That is what I agreed to. I said that authorization was rescinded the day I dropped off the machine. I could not make her understand that all I have been doing is trying to find out. I finally hung up the phone.
I believe the only resolution for this is for me to be refunded the full amount of $472.95 plus my overdraft charges of $348 for a total of $820.95. This is for all my time and aggravation that I have had to spend on this. I had to leave work to accommodate their hours to try and get this resolved. I did not have this machine for a full two months. I lost of week of use back in October because of a broken hose that no one but the CPAP therapist could replace because she was out of town for a week. I lost the week of Thanksgiving because of a new mask that did not have an adaptor to fit the hose like I had before. They have to learn that they cannot treat people like this and expect to be paid for it. This is a lousy business practice. They are having people sign blank EFT forms and never telling them how much it going to be taken out.
Thank you for your time and consideration.
Sincerely
I believe the only resolution for this is for me to be refunded the full amount of $472.95 plus my overdraft charges of $348 for a total of $820.95. This is for all my time and aggravation that I have had to spend on this. I had to leave work to accommodate their hours to try and get this resolved. I did not have this machine for a full two months. I lost of week of use back in October because of a broken hose that no one but the CPAP therapist could replace because she was out of town for a week. I lost the week of Thanksgiving because of a new mask that did not have an adaptor to fit the hose like I had before. They have to learn that they cannot treat people like this and expect to be paid for it. This is a lousy business practice. They are having people sign blank EFT forms and never telling them how much it going to be taken out. I never authorized the amount of $472.95 to be drafted from my account.
January 15, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/03/2018.
We have reviewed this complaint and determined Ms. signed an agreement at the time of setup that allows us to charge her method of payment on file for any amount unpaid by her insurance up to $922.17 (attached copy of signed document). Ms. contacted our billing department to find out when the charges would be taken from her account back in October 2017, but her claim had not been paid by her insurance so we could not provide her with an amount that would be due. Her insurance applied all of the claims toward her annual deductible, making Ms. responsible to pay the entire claim. We charged the account on file as agreed by Ms.. She disputed the charge with her bank and had the payment reversed on 12/31/2017. Ms. is responsible for payment of $472.95. This amount includes rental of the CPAP device for dates of service 10/13/2017 and 11/13/2017. The amount also includes the purchase of supplies received at the time of setup such as face mask, tubing, headgear, etc. Ms. should have received an explanation of benefits statement from her insurance as confirmation of the amount she is responsible to pay.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response as I stated in my complaint I was forced to sign the EFT form because of my deductible and was told that the monthly fee was only going to be between 20 and $30 that is what I agreed to I did not agree to any amount other than that and Should Have Been Told what was going on I called numerous times more than they mention in their response trying to find out what my dollar amount was going to be I asked for a statement back in December when I drop that machine off I did not have that machine for two full months I refuse to pay for this they need to take responsibility for their actions and the way they treat their clients I did not agree to what they were telling in their response I was told this was approved by insurance I had no idea this was being applied to my deductible until after the fact I finally received an EOB from my insurance company after they took the money out
(The consumer indicated he/she DID NOT accept the response from the business.)
In their response they are making a lot of assumptions of what they think I agreed to a lot of it was not explained to me this way and I was forced into signing some of these forms I will agree to pay the amount of $298.43 this removes one month of the rental and the full face mask charge since I did not have that the whole time I only got it right towards the end for a couple of days and still could not use it so if they will agree to this amount I will make payments of $50 a month until it's paid off but I will never do business with them again whoever is sending these responses does not realize the number of times I tried calling and talking to various people because I was given different numbers to call all the time to find out what why was being charged it still amazes me that all of a sudden after I drop the machine off I am being billed for 2 months why can I not be told this before hand
January 31, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 01/16/2018.
Ms. received the device on 10/13/2017 (page 1 of attachment) and returned it on 12/04/2017 (page 2 of attachment). Rental equipment bills for a minimum of 1 month and renews on the same day the each month until the device is returned or has met the insurance contract's purchase price. Ms. signed an acknowledgement and agreement that she understood and agreed to our financial, billing and payment policies published in Rotech's Patient Information Booklet available at www.rotech.com (Page 3 of attachment).
Ms. acknowledged in her rebuttal that the payment authorization form was signed due to her high deductible (page 4 of attachment). The form gives us authorization to use the same form of payment to cover any unpaid balance from the initial setup charges.
To demonstrate our desire to work toward a satisfactory resolution we will agree to remove 1 month's rental fee for the PAP device if Ms. contacts our billing department and works out an acceptable payment plan. Our Patient Accounts Department is available Monday-Friday 8:30am-4:00pm EST (877) 389-1532.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Bryan at All Care Respiratory refused to pick up unused and unneeded equipment and oxygen upon our request. Continuing to charge Medicare unlawfully.
My Dad was released from the Hospital... *** in Prescott Arizona... a nurse there arbitrarily ordered unneeded oxygen for my Dad. When we got home the Oxygen delivery truck was waiting for us. They dropped off the oxygen. The next Day my Dad entered a different Hospital and is under their care and the oxygen is not needed. It was not needed in the first place. This nurse passes herself off as a doctor. I was told by Bryan who answered the phone at All Care Respiratory Services in Prescott Valley, AZ a division of Rotech Healthcare, Inc. That my Dad's PCP called it in. Not true ... my Dad does not have a PCP here yet as we literally just moved here from out of State. I told Byran that my Dad was not using the oxygen that it was unnecessary and should not have been ordered by the nurse in the first place and that now my Dad was in a different hospital under a real Doctors care and that the Oxygen was unnecessary... not being used... and needed to be picked up immediately.
He got really upset... raised his voice and told me NO he was not going to order the oxygen picked up!! And that they were going to leave it with us and continue to charge us!! He acted like he was losing a commission on the deal as he acted like he took it personally! To say he was RUDE is an understatement!
That sounds like Medicare Fraud to me!!!
I am filing a complaint against them with Medicare as well.
I will be contacting their corporate offices trying to reach their CEO regarding this obvious lack of ethical business practices!
All Care Respiratory Services here in Prescott Valley are to come and pick up their oxygen equipment forthwith. They are not to charge Medicare or us for this equipment. It was NOT used all tanks are full. I called the morning of the next day after the dropped it off in the evening the night before at approx. 7:30pm. We are only renting this house and moving out of it next week. The Oxygen is not our responsibility... we performed our due diligence!
January 03, 2018
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case #***
***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 12/28/2017.
Consumer's Original Complaint:
Bryan at All Care Respiratory refused to pick up unused and unneeded equipment and oxygen upon our request. Continuing to charge Medicare unlawfully. My Dad was released from the Hospital. *** in Prescott Arizona... a nurse there arbitrarily ordered unneeded oxygen for my Dad. When we got home the Oxygen delivery truck was waiting for us. They dropped off the oxygen. The next Day my Dad entered a different Hospital and is under their care and the oxygen is not needed. It was not needed in the first place. This nurse passes herself off as a doctor. I was told by Bryan who answered the phone at All Care Respiratory Services in Prescott Valley, AZ a division of Rotech Healthcare, Inc. That my Dad's PCP called it in. Not true ... my Dad does not have a PCP here yet as we literally just moved here from out of State. I told Bryan that my Dad was not using the oxygen that it was unnecessary and should not have been ordered by the nurse in the first place and that now my Dad was in a different hospital under a real Doctors care and that the Oxygen was unnecessary... not being used... and needed to be picked up immediately. He got really upset... raised his voice and told me NO he was not going to order the oxygen picked up!! And that they were going to leave it with us and continue to charge us!! He acted like he was losing a commission on the deal as he acted like he took it personally! To say he was RUDE is an understatement! That sounds like Medicare Fraud to me!!! I am filing a complaint against them with Medicare as well. I will be contacting their corporate offices trying to reach their CEO regarding this obvious lack of ethical business practices!
Desired Resolution:
All Care Respiratory Services here in Prescott Valley are to come and pick up their oxygen equipment forthwith. They are not to charge Medicare or us for this equipment. It was NOT used all tanks are full. I called the morning of the next day after the dropped it off in the evening the night before at approx. 7:30pm.We are only renting this house and moving out of it next week. The Oxygen is not our responsibility... we performed our due diligence!
Rotech's Response:
Rotech has reviewed this complaint and determined that our local office provided oxygen equipment ordered by a licensed provider at*** on 12/21/2017. Ms. did contact our office to request pick up of the equipment. Our office needed to confirm the information Ms. provided as we have no way of confirming her relationship to our customer or that she has power of attorney to make health-related decisions for our customer. We did confirm that the patient was admitted to a skilled nursing facility on 12/28/2017. We contacted Ms. on 12/28/2017 and left a message for her to contact us to arrange pickup of the equipment.
Oxygen services bill monthly, beginning with the initial date of delivery. Our office has not billed for services beyond the initial date of delivery. We encourage Ms. to work with our local office to ensure we recover our equipment. The customer is not released from liability until the equipment has been returned, undamaged, to our office.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Worst company I've ever dealt with. Bought a C-Pap machine back in 2015 and the thing leaked everywhere. I returned it but they kept sending the supplies with multiple correspondences asking to terminate all shipments. After they racked up over $500 in supplies they finally stopped the shipments but wanted their money and would not allow me to return their unopened parts. I was so*** that I decided to pay $25 a month till the debt was paid. They sent the debt to collections. Quite a scam they have going. They ship unwanted parts, then bill until it goes till collections.
Very***,
Mike M
Both my son and myself have tried to work with RoTech regarding returning a CPAP machine. We have both contacted the company numerous times.
My son was diagnosed with Sleep Apnea. He received a CPAP machine from ROTECH. I was not informed that the machine was a rental and that in order for the insurance company to pay the bill a certain amount of usage had to be maintained. Approximately 3 months ago we received a bill for the cost of the machine rental. At that time, I found out that it was a rental and that he was not fulfilling the required minutes in order to have it covered by insurance. My son had left for college in August. His campus is in Cambridge Massachusetts. He decided that he was not sure he could fulfill the required minutes and that the best thing would be to return the machine so that we would not be responsible for the cost. Both he and I contacted ROTECH regarding returning the machine. Both he and I explained that he was no longer living in the Orlando area. We were both informed that ROTECH would send him a box that would enable him to ship back the machine. We both gave the company the correct address in Cambridge Massachusetts. They never sent him the box. We had a driver show up at our house to pick up the machine. We explained that the machine was not physically here, that it was in MA. We called the company and advised them AGAIN of where it was located and we were told AGAIN that a box would be sent to him so he could ship it back. This has been going on for 3 months now. Both he and I have made NUMEROUS calls to the company to NO AVAIL. I have contacted corporate, I have left messages. NO ONE has been helpful. At one point, I found out that ROTECH had the incorrect address after we had both called several times and given them the correct address. They finally sent him a shipping label. He does not have access to obtaining a box that will ensure the safe arrival. It is extremely frustrating as we were both originally informed that the company would provide a shipping box. The company is now stating that they are going to send it over to collections. We have also had people representing ROTECH show up at our door recently. I am amazed at the ineptitude of everyone that we have dealt with at ROTECH. Tonight when I got home, there was a message from Joi about the account being referred to collections. I returned her call and it was extremely frustrating. We went around and around in a circle, both of us stating the same thing. I asked to speak to a manager and was not able to speak to a manager. I asked for an email address to be able to send an email to the manager or someone else at the company and was told that they would not give out the manager's email address. I was given the corporate phone number. I advised that I had previously called corporate and left a detailed message and no one called me back. From everything I and my son have encountered with ROTECH the customer service is not just lacking, there is none to speak of.
I want to speak with an intelligent human being that actually has the power to work with us to get this situation resolved. We want to get the CPAP machine returned to ROTECH and we want to get the billing situation rectified. I am not sure what they are sending to collections. They should not be billing us for the entire time that we have been attempting to return the machine as they STILL have not provided him with a proper shipping box to return the equipment (as was promised from the beginning).
December 28, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Erika ***
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/28/2017.
Consumer's Original Complaint:
Both my son and myself have tried to work with RoTech regarding returning a CPAP machine. We have both contacted the company numerous times. My son was diagnosed with Sleep Apnea. He received a CPAP machine from ROTECH. I was not informed that the machine was a rental and that in order for the insurance company to pay the bill a certain amount of usage had to be maintained. Approximately 3 months ago we received a bill for the cost of the machine rental. At that time, I found out that it was a rental and that he was not fulfilling the required minutes in order to have it covered by insurance. My son had left for college in August. His campus is in Cambridge Massachusetts. He decided that he was not sure he could fulfill the required minutes and that the best thing would be to return the machine so that we would not be responsible for the cost. Both he and I contacted ROTECH regarding returning the machine. Both he and I explained that he was no longer living in the Orlando area. We were both informed that ROTECH would send him a box that would enable him to ship back the machine. We both gave the company the correct address in Cambridge Massachusetts. They never sent him the box. We had a driver show up at our house to pick up the machine. We explained that the machine was not physically here, that it was in MA. We called the company and advised them AGAIN of where it was located and we were told AGAIN that a box would be sent to him so he could ship it back. This has been going on for 3 months now. Both he and I have made NUMEROUS calls to the company to NO AVAIL. I have contacted corporate, I have left messages. NO ONE has been helpful. At one point, I found out that ROTECH had the incorrect address after we had both called several times and given them the correct address. They finally sent him a shipping label. He does not have access to obtaining a box that will ensure the safe arrival. It is extremely frustrating as we were both originally informed that the company would provide a shipping box. The company is now stating that they are going to send it over to collections. We have also had people representing ROTECH show up at our door recently. I am amazed at the ineptitude of everyone that we have dealt with at ROTECH. Tonight when I got home, there was a message from Joi about the account being referred to collections. I returned her call and it was extremely frustrating. We went around and around in a circle, both of us stating the same thing. I asked to speak to a manager and was not able to speak to a manager. I asked for an email address to be able to send an email to the manager or someone else at the company and was told that they would not give out the manager's email address. I was given the corporate phone number. I advised that I had previously called corporate and left a detailed message and no one called me back. From everything I and my son have encountered with ROTECH the customer service is not just lacking, there is none to speak of.
Rotech's Response:
Rotech has reviewed this complaint and determined that our local office provided a return shipping box. We received the equipment at our local office on 12/28/2017. No further action is required. We apologize for any inconvenience this caused Ms. or her son.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Jamie M, Rotech Compliance Manager stated that the local office provided a return shipping box. We were promised a return shipping box but were never in receipt of one. Where was it sent? What address? After numerous calls from both my son and I, a shipping label was sent to him. He was concerned about using a proper shipping box as he was told if the equipment was damaged, he would be responsible. He obtained a box on his own and used the label Rotech provided. As he's a college student and does not have access to transportation, he had to pay for an*** to ***. I called Rotech and tried to speak to Jaime and no one knew how to contact Jaime. It was stated above in the response that "no further action is required". When I called I was informed that there is still an outstanding bill of $100.55. As we have been attempting to return the equipment since August and have had numerous issues and were told no further action is required, the balance should be zero. We are looking for a complete resolution of this issue.
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, Rotech had responded without contacting me and had incorrect information. Jamie stated a box had been provided then turned around and stated that they don't provide return shipping boxes. Unfortunately, the customer service representatives must not be aware of the correct procedures. We originally contacted Rotech in August to arrange to return the machine and were informed that a return shipping box would be sent to him. The $100.55 is for rental charges for August to September and then for September to October. We had been trying to return it since August and had problems getting it returned due to Rotechs erroneous information and all the issues we encountered with the company. We had to pay to return the machine. We should not have to pay for rental charges for an unused machine when Rotech was notified and it was their fault it did not get there earlier as, once again, due to their incompetence they never sent a box (as was promised numerous times). What is wrong with this company? The level of customer service is practically non-existent. They need to remove the charges in full!
Ms.,
Your son is being billed for Aug and September for the PAP device and Aug for the humidifier. As a courtesy we agreed to remove the humidifier charges for 1 month to cover the cost of the box. You are requesting that we adjust off the remaining charges. We do not agree and stand behind this response.
Respectfully Submitted,
Jamie M
This is my second complaint to this company for the same reason-they are balance (over) billing me and refuse to stop/correct my bill.
As above and consistent with my last complaint Rotech is BALANCE BILLING me what they should be writing off, which is ILLEGAL. I spent 2 hours on the phone last month with Rotech's customer service and*** in a 3-way call and went line by line through every claim. When we were finished the Rotech person said she'd submit the information and send me a "corrected" statement, which should show Rotech owing me money. I just opened my bill my month for this month and the changes were not made and they claim I owe $165 and am past due no less. I will call and waste another 2 hours of everyone's time again and probably get the same results. This is CRIMINAL behavior and this time I will also file a grievance with*** and contact the state insurance commissioner as well as anyone else I can think of to contact since something has to be done to force this company to not bill the patient what they are CONTRACTUALLY REQUIRED TO WRITE OFF. I'm afraid to think of how much money they've swindled out of patients knowing full well what they are doing. If they don't know they're ILLEGALLY BALANCE BILLING patients they have no business in the medical billing business in the first place since it's one of the most basic things everyone knows-patients included. And yes Rotech, I am yelling since you will not do your duty and bill me correctly. Look at what*** says I owe-ZERO-and fix my bill since I will not pay it. I attached a file showing what*** says I owe-it came straight off of my EOBs. For the last time-fix my bill & pay me what you owe me.
Please intervene and tell them they have to fix this. You have given this business an A+ and 85% of the reviews are negative-what is the matter? They should have an F-. I would love to speak to the media about this since I can assure you they are ripping off a lot of elderly people by balance billing.
See attached response with documentation to support our decision. Please let us know if you have questions or need further assistance.
Thank you,
Jamie M
Items returned to company, returned proven by certified mail with*** receipt.
Company is still billing for produc, demanding CPAP back.
I was in the hospital for and extended stay and received supplies for my CPAP machine (mask, hose, filters, etc), building up a 3 month supply. After calling several times to both local office and corporate number asking about return of excessive product, waiting for three promised callbacks that never happened, I returned one month disposable products in an unopened shipping box back to the supplier, including a note asking them to separately bill me for the payment on the machine for that month.
I have since received three threatening letters, each I have responded with professional responses including copies of the*** receipt, showing the tracking number to allow the company proof that the materials were returned, including sending one of the letters certified, which was accepted and signed for, card returned to me.
Now they are threatening collection agency action and to take my medically required machine away from me.
They are welcome to the CPAP machine if they will agree in writing to drop this whole matter. I do not question I am behind on payments on the machine, and am willing to catch up on those payments when they send me a bill for JUST THE MACHINE, keep the machine, and again have written commitment from the company that this matter is closed. !!!IF!!! this company is willing to accept the product was accepted, send a bill for the back payments on the machine that I owe, and start over, I am willing to consider doing business with them in the future.
December 19, 2017
! This company is willing to accept the product was accepted, send a bill for the back payments on the machine that I owe, and start over, I am willing to consider doing business with them in the future.
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 12/05/2017.
Consumer's Original Complaint:
Items returned to company, returned proven by certified mail with *** receipt. Company is still billing for product, demanding CPAP back. I was in the hospital for and extended stay and received supplies for my CPAP machine (mask, hose, filters, etc), building up a 3 month supply. After calling several times to both local office and corporate number asking about return of excessive product, waiting for three promised callbacks that never happened, I returned one month disposable products in an unopened shipping box back to the supplier, including a note asking them to separately bill me for the payment on the machine for that month.
I have since received three threatening letters, each I have responded with professional responses including copies of the *** receipt, showing the tracking number to allow the company proof that the materials were returned, including sending one of the letters certified, which was accepted and signed for, card returned to me.
Now they are threatening collection agency action and to take my medically required machine away from me.
Consumer's Desired Resolution:
They are welcome to the CPAP machine if they will agree in writing to drop this whole matter. I do not question I am behind on payments on the machine, and am willing to catch up on those payments when they send me a bill for JUST THE MACHINE, keep the machine, and again have written commitment from the company that this matter is closed.!!!IF
Rotech's Response:
We have reviewed this complaint and Mr. account. Our records do not show any communications from Mr. requesting to return supplies. Mr. did not provide a return authorization number (RA#) he would have received from Sleep Central. We provide a RA# to customers when their request to return supplies is approved. Mr. is responsible to return the CPAP device to our local office as the equipment did not meet the required number of payments to transfer ownership. If Mr. chooses to keep the equipment we will be forced to also bill him the full replacement cost ($1,330.00).
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
The proof of return was sent to both billing address and the Florida corporate address. If they wish to provide me with a name/address on this forum to provide proof of return of monthly supplies, please do so.
As I have previously offered, if the company will accept back the machine, WITH THE UNDERSTANDING THAT THIS MATTER IS CLOSED, please provide a local address and phone number and I will return the machine to them.
To the Revdex.com, thank you for your help in this matter.
December 27, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 12/20/2017.
Consumer's Rebuttal:
On December 20, 2017, the consumer provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.) The proof of return was sent to both billing address and the Florida corporate address. If they wish to provide me with a name/address on this forum to provide proof of return of monthly supplies, please do so.
As I have previously offered, if the company will accept back the machine, WITH THE UNDERSTANDING THAT THIS MATTER IS CLOSED, please provide a local address and phone number and I will return the machine to them. To the Revdex.com, thank you for your help in this matter.
Rotech's Response:
Mr. did not obtain a return authorization from us approving the return of the supplies. We have no record that he has ever contacted us to request a return. We do not agree to remove the charges for the supplies. Mr. can return the equipment to our local office and should obtain a copy of the return ticket for his records. The contact information for our local office is:
Rhema Medical
8080 Tristar Dr. Suite 112, Irving, TX 75063
(972) 256-2030
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I agree I did not get an approval for the supplies, as previously stated I called three times for an approval, and was not called back three times.
Again, as previously stated, that is why the product was returned shipped. AGAIN, I am willing to provide the proof of return (including both the *** tracking paper work and a copy of the green card (on the certified mail) to your choice of person, just state name or address, or, as an effort to settle this matter, I am willing to accept back the products that I have proof was sent to you your company.
FOR THE THIRD TIME IN THIS MATTER WITH Revdex.com SUPPORT, if you are willing to allow me to return the machine to the local branch (WITH THE GUARANTEE THAT THIS MATTER IS CLOSED) (Pleeeeeeeease note the capital letters) I will return the machine the same day I am contacted.
SINCE I AM OFFERING BOTH A COPY OF THE *** TRACKING FORM AND A COPY OF THE CERTIFIED LETTER (SIGNED BY A MEMBER OF YOUR COMPANY) CONCERNING THIS MATTER, I THINK ACCEPTING MY PROOF THAT YOUR COMPANY HAS THIS MATERIAL AND GOING ON IS A REASONABLE SOLUTION.
A complete unwillingness to view my proof, Demanding payment for a product that I have proof of return, and showing no effort to compromise, is not a resolution.
Hh
I have a doctor prescription for a new sleep apnea machine that I dropped off personally at the office of major medical on Oct 16,2017. It's December 4 2017 major medical still has not supplied me with a sleep apnea machine. I've contacted major medical several times and they always have an excuse for not filling the Dr's orders. I don't know what else to do, I really need the sleep apnea machine for my health
I would just like for them to fill the Dr's order
December 06, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 12/06/2017.
Consumer's Original Complaint:
I have a doctor prescription for a new sleep apnea machine that I dropped off personally at the office of major medical on Oct 16, 2017. Its December 4 2017 major medical still has not supplied me with a sleep apnea machine. I've contacted major medical several times and they always have an excuse for not filling the Dr's orders. I don't know what else to do, I really need the sleep apnea machine for my health
Rotech's Response:
We have reviewed the complaint and determined that Mr. submitted an order for a PAP device that was written in 2015 and is no longer valid. It appears he started the process to obtain a replacement CPAP device in November 2016. Mr. insurance requires that we must have notes in his record from a copy of a recent face-to-face office visit, evaluating him need for a replacement CPAP device. We also need a new (recent) prescription (to include settings for the device) dated after his face-to-face visit. We will not be able to proceed until we have the supporting documentation required by his insurance. We encourage Mr. to work with our local office to obtain the documentation from his physician.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
The dr order for the cpap device was from October 16 2017. The local office has a copy of the New order. I saw my physician on October 16 2017. That is the problem I'm having with the local office that is why I personally drove my Dr's orders over to the local major medical office. I'm not sure why major medical does not have my orders. I even took time off of work on Tuesday 5th,2017 because major medical asked me to go into the office because everything was ready. But they mislead me again and said they were sorry and would call me back and they have not
December 13, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 12/06/2017.
Consumer's Original Complaint:
(The consumer indicated he/she DID NOT accept the response from the business.)
The dr order for the cpap device was from October 16 2017. The local office has a copy of the New order. I saw my physician on October 16 2017. That is the problem I'm having with the local office that is why I personally drove my Dr's orders over to the local major medical office. I'm not sure why major medical does not have my orders. I even took time off of work on Tuesday 5th,2017 because major medical asked me to go into the office because everything was ready. But they mislead me again and said they were sorry and would call me back and they have not
Rotech's Response:
Mr. did have a physician's visit on 10/16/2017. However, for us to be able to use that to meet the requirements of his insurance, the visit must be for the purpose of ordering a replacement PAP device. The notes he submitted were for his annual checkup. They do not reference his need for a replacement CPAP device or mentions he even uses a CPAP. We cannot use the visit notes Mr. submitted.
We are trying to resolve this matter and get Mr. setup with a replacement device, but we must follow the requirements of his insurance for the equipment to be covered. We have included a copy of the follow up fax we sent to his physician to request information needed. If Mr. can call the physician and request this information it may speed up this process and get him setup quickly.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally did get a new cpap machine. Major medical was very apologetic for the delay. Major medical did have all correct paper work. What ever the excuse they have, I dont care, im just glad I have a new machine.
Thank you Revdex.com for your help.
These guys are frauds
I have been dealing with an issue for 4 months with these people. My insurance company has paid off my rental completely. Now I have had people show up at my house, send me invoices, and turn me into collection agencies where it has been stated by the insurance company that they have paid complete and there is not bill due. They state that I am out of compliance but they should not even be monitoring any longer and that I am under complete doctor care. When I get on the phone with them with my insurance company I owe nothing. When I spoke to them myself, they said you are not in collections. My last call was to ask if I ever lived in Ohio, I have only had this machine while I lived in Florida and have never ever lived in Ohio. These people have no idea what they are doing. Just on the phone with their collections group. And they have no idea what is going on. And now the amount is 3 times what the rental amount was. Told me that they would send me a*** label after they talked to the insurance company, these people are scammers. This is how they operate they get all the money from the insurance company and then go after the individual for more money. The company should be investigated for fraud, and I hope that no one uses this company as it is nothing but a rip off.
For them to get their act together and apply the payments as they should and for them not to continue to try to recoup money because of deals they have made with insurance companies. I would like someone to investigate these individuals. I also think for the anxiety that they have cause that some sort of compensation should be made, or that representation be provided for legal restitution for anxiety.
December 19, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/28/2017.
Consumer's Original Complaint:
These guys are frauds
I have been dealing with an issue for 4 months with these people. My insurance company has paid off my rental completely. Now I have had people show up at my house, send me invoices, and turn me into collection agencies where it has been stated by the insurance company that they have paid complete and there is not bill due. They state that I am out of compliance but they should not even be monitoring any longer and that I am under complete doctor care. When I get on the phone with them with my insurance company I owe nothing. When I spoke to them myself, they said you are not in collections. My last call was to ask if I ever lived in Ohio, I have only had this machine while I lived in Florida and have never ever lived in Ohio. These people have no idea what they are doing. Just on the phone with their collections group. And they have no idea what is going on. And now the amount is 3 times what the rental amount was. Told me that they would send me a *** label after they talked to the insurance company, these people are scammers. This is how they operate they get all the money from the insurance company and then go after the individual for more money. The company should be investigated for fraud, and I hope that no one uses this company as it is nothing but a rip off.
Rotech's Response:
We have reviewed this complaint and determined Mr. insurance did not purchased his equipment. His insurance paid rental fees for June 2017, July 2017 and August 2017. Mr. did not use the equipment enough to meet his insurance company's usage and compliance requirements. Our records show a representative from our billing department informed Mr. that his insurance stopped paying and that he must return our equipment. Mr. did not return our equipment, therefore he was billed full replacement cost of the device.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
I was sent a bill for $78.72 due upon receipt.
I called my insurance company and they have not received a claim. They told me not to pay.
CPAP supplies
Stop the practice of billing before you file a claim
December 15, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/28/2017.
Consumer's Original Complaint:
I was sent a bill for $78.72 due upon receipt. I called my insurance company and they have not received a claim. They told me not to pay.
Rotech's Response:
Ms. insurance coverage was initially setup incorrect at 80%. We have corrected the account for insurance to pay 100%. We have adjusted the balance from Ms. account. We apologize for this oversight.
Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
This is the worst company I have had to deal with in along time. They do not know how to process billing and give people correct information. I paid my bill and they still continue to harass me and don't realize a payment was made. I will never do business with them again and they also rip off the insurance company. Horrible,horrible experience.
I don not know how this company has an A+ rating. They have the worst customer service I have ever encountered. They make you scream at them since they have awful telephone service. They constantly say they cannot hear you. They have no idea what you are calling for and bounce you between departments. I was sent items without requesting them, and then had to pay for the return- even though the items were incorrect. I am relatively savvy when dealing with customer service, but these people act as if you are imposing on them. I pity any elderly person who is required to deal with them. Not helpful and extremely rude. I will be calling my insurance company to let them know their clients are not happy.
Billing issues
I receive c-pap supplies from Rotech. I first contacted the company and was informed my insurance would pay for the supplies. I received supplies from January 2016 to May 2017. My c-pap machine is no longer working correctly. I contacted my Dr and did the required paperwork to receive a new c-pap machine. I was told the lady at Rotech that everything was a go and insurance approved my c-pap. I called Rotech a few days later to set up an appointment. I was told I had a balance of 829.00 and that I would need to set up a payment arrangement, first off I was told insurance would cover this, then the lady on the phone tells me no they wouldn't pay it until I met my deductible. I was misinformed by the customer service at Rotech. I then contacted someone about payment arrangements and was told I could pay 132.00 a month for 6 months, I explained to the lady I was unable to pay that amount every month and she informed me there was nothing else they could do. She was quite rude and was no help.I am unable to receive my c-pap machine which I need in order for me to breathe properly at night. The staff at Rotech is misinforming, rude, and they are no help to anyone. I am stuck with an 829.00 bill because I was LIED to by Rotech Customer Service. I also spoke with my insurance company and was told that the c-pap was currently pending although I was told by a Rotech representative it was approved.
I am seeking a resolution to my bill so I am able to purchase my c-pap machine. I would like to come to a reasonable amount within MY budget.
November 24, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/16/2017.
Consumer's Complaint:
I receive c-pap supplies from Rotech. I first contacted the company and was informed my insurance would pay for the supplies. I received supplies from January 2016 to May 2017. My c-pap machine is no longer working correctly. I contacted my doctor and did the required paperwork to receive a new c-pap machine. I was told the lady at Rotech that everything was a go and insurance approved my c-pap. I called Rotech a few days later to set up an appointment. I was told I had a balance of 829.00 and that I would need to set up a payment arrangement, first off I was told insurance would cover this, then the lady on the phone tells me no they wouldn't pay it until I met my deductible. I was misinformed by the customer service at Rotech. I then contacted someone about payment arrangements and was told I could pay 132.00 a month for 6 months, I explained to the lady I was unable to pay that amount every month and she informed me there was nothing else they could do. She was quite rude and was no help. I am unable to receive my c-pap machine which I need in order for me to breathe properly at night. The staff at Rotech is misinforming, rude, and they are no help to anyone. I am stuck with an 829.00 bill because I was LIED to by Rotech Customer Service. I also spoke with my insurance company and was told that the c-pap was currently pending although I was told by a Rotech representative it was approved.
Consumer's Desired Resolution:
I am seeking a resolution to my bill so I am able to purchase my c-pap machine. I would like to come to a reasonable amount within MY budget.
Rotech's Response:
Rotech has reviewed this matter and determined that Ms. has been receiving monthly billing statements since 2016. She only recently made an attempt to contact us to request we accept a payment of $25.00 on her balance of $829.92 (past due over 180 days). Our record show we have not received any payments for this equipment. Her insurance carrier applied all of the claims toward her annual deductible. Our Patient Accounts Department offered to allow her to make six (6) separate payments of $138.32. Ms. declined the offer. Ms. needs to return the device to our local office to prevent her account being sent to collections for the full replacement cost of the device. Please let us know if you have questions regarding our response to this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any supplies since May of 2017, I do not have a device provided through Rotech. I purchased my cpap machine through American Sleep Study. I am not sure where the need for me to return a device that was not purchased from Rotech. Rotech is more than willing to charge customers for supplies informing the Customer that the supplies are covered by insurance when in fact they are not. Rotech is also not willing to work with customers in helping to come to an agreement of payments. The payments offered are unreasonable. Rotech's customer service lacks professionalism. Rotech misinforms customers of charges. If Rotech is willing to come up with a payment agreement that works for me then I am more than willing to start the payment plan.
Sincerely
December 08, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: ***
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms.:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/28/2017.
Consumer's Rebuttal:
On November 27, 2017, the consumer provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.) I have not received any supplies since May of 2017, I do not have a device provided through Rotech. I purchased my CPAP machine through American Sleep Study. I am not sure where the need for me to return a device that was not purchased from Rotech. Rotech is more than willing to charge customers for supplies informing the Customer that the supplies are covered by insurance when in fact they are not. Rotech is also not willing to work with customers in helping to come to an agreement of payments. The payments offered are unreasonable. Rotech's customer service lacks professionalism. Rotech misinforms customers of charges. If Rotech is willing to come up with a payment agreement that works for me then I am more than willing to start the payment plan.
Rotech's Response:
Rotech has reviewed Ms. rebuttal and determined she is correct that she does not have a device through Rotech. The amount owed is for CPAP supplies she received in 2006 and in May 2017. Ms. insurance did cover some of the cost. However the majority was applied to her annual deductible. Ms. has been receiving monthly statements from Rotech and also receives an explanation of benefits statement from her insurance that informs her of her responsibility. We have attempted to work out a payment arrangement but due to the large balance we were unable to agree to $25.00/month Ms. offered. Unfortunately, since we were unable to agree on a payment arrangement the account has been turned over to collections.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Rotech has failed to provide adequate customer service, Rotech provides customers incorrect information and continues to do so. My insurance company has informed me that Rotech provided me with incorrect information stating the claim was approved by my insurance when in fact it was not, it was still pending. Rotech is not willing to work with customers to resolve billing issues. I will continue to provide negative reviews and feedback about Rotech with the Revdex.com and also word of mouth when the opportunity arises. Rotech has also made a false statement about working out an agreement, they have in no way contacted me to do so. I contacted the company to set up an arrangement and was told my terms were not acceptable.
Sincerely
Thus far, I am very satisfied with my dealings with Rotech Sleep Central. Upon entitlement to Medicare, I had to switch cpap supply providers. Living in Maryland/Metro DC, I first contacted a provider in Lorton VA. That was on September 8th. By November 2nd, after multiple phone calls and emails, my order was still pending. I cancelled it. I contacted Rotech/Sleep Central and submitted the necessary paperwork the same day. On November 3rd I was called by Eric from Rotech and answered Medicare's "jump through the hoop" questions. In 2 days I had progressed farther in my order than I had in almost 2 months with the other provider. On November 13th, my supplies were delivered to my home. Between Medicare and my FEP Blue Cross Blue Shield, everything should be paid thus, I cannot comment on billing. But, I have had zero problems getting in touch with the right people at Rotech.