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Rotech Healthcare Rating
Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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Refuse to help correct their billing issues
have tried to get them to give me 1 account number to pay. they took 6 months to give me an invoice. I have asked for paper statements and have not received any. I had to call numerous times just to get them to tell me how to pay and what my account was. I have asthma and my breathing shuts down as soon as I get aggravated with them I can hardly breath I am such at a loss of what or were to go with them I don't think my lungs could take another call to them to straighten this out.
a set billing date. a paper invoice with a detail breakdown of all charges paid by me and my insurance. an appology for the aggrivation caused by their employees and policies. If this cant be done i want a refund of all money and they can come get their Cpap machine.
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 11/09/2017.
Consumer's Complaint:
Refuse to help correct their billing issues have tried to get them to give me 1 account number to pay. They took 6 months to give me an invoice. I have asked for paper statements and have not received any. I had to call numerous times just to get them to tell me how to pay and what my account was. I have asthma and my breathing shuts down as soon as I get aggravated with them I can hardly breath I am such at a loss of what or were to go with them I don't think my lungs could take another call to them to straighten this out.
Consumer's Desired Resolution:
A set billing date. A paper invoice with a detail breakdown of all charges paid by me and my insurance. An apology for the aggravation caused by their employees and policies. If this can't be done I want a refund of all money and they can come get their CPAP machine.
Rotech's Response:
Rotech offers an apology for the aggravation caused by our employees and policies. We take our role with securing protected health information seriously and are required to ensure safeguards are in place to prevent disclosure to unauthorized individuals. Mr. can contact our Patient Accounts Department and ask a representative to notate his account that his fiancé is authorized to receive his medical information and speak with us on his behalf.
We have also included a printout of all transactions associated with his account for his review. 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.)
Continued collection letters after being verbally told I have a zero balance multiple times.
My wife passed away in April, 2017, and had some DME from through Rotech. After calling to arrange pickup following her death, Rotech took so long to pick up the equipment that they charged me for another month of usage. I called to dispute this and explained the situation, and they told me there would schedule immediate pickup and I would not owe any of the new charges. Since then, I have received 5 "past due" notices in the mail, and I have called 4 times and been told every time that I have a "zero balance due" on my account. But I keep getting the past-due notices in the mail every month.
I want them to confirm that I have a zero balance due and to stop sending me past-due notices in the mail.
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 11/07/2017.
Consumer's Complaint:
Continued collection letters after being verbally told I have a zero balance multiple times.
My wife passed away in April, 2017, and had some DME from through Rotech. After calling to arrange pickup following her death, Rotech took so long to pick up the equipment that they charged me for another month of usage. I called to dispute this and explained the situation, and they told me there would schedule immediate pickup and I would not owe any of the new charges. Since then, I have received 5 "past due" notices in the mail, and I have called 4 times and been told every time that I have a "zero balance due" on my account. But I keep getting the past-due notices in the mail every month.
Consumer's Desired Resolution:
I want them to confirm that I have a zero balance due and to stop sending me past-due notices in the mail.
Rotech's Response:
We have instructed our billing department to stop all collection efforts on this account and adjust off remaining balance, leaving a balance of zero ($0.00). We apologize this issue was not corrected when Mr. previously notified us. Please let us know if you have further questions related to this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for addressing this issue.
The company continues to issue bills and threaten collection agencies for bills that have already been paid by senior citizens.
Account # *** ($73.30)was paid by Discover Card on 6/21/17 in the amount of $30.41 and with Discover Card in the amount of $42.89 on 7/12/17. In September 2017, they sent a bill for $30.41 and I returned it and indicated it had been paid. Then, the first week in November was a bill for $18.20, all of which was paid for with the two Discover Card payments.
Besides the point, *** has passed away and has NO probate estate. The bill, legally, does not have to be paid. BUT, the bill has been paid. I went so far as to ask if this company was trying to con the elderly. ***, daughter.
Do their accounting business CORRECTLY!
November 21, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
***
Sent Via Revdex.com Website Upload
***Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 11/06/2017.
Consumer's Complaint:
The company continues to issue bills and threaten collection agencies for bills that have already been paid by senior citizens. Account *** ($73.30)was paid by *** Card on 6/21/17 in the amount of $30.41 and with *** Card in the amount of $42.89 on 7/12/17. In September 2017, they sent a bill for $30.41 and I returned it and indicated it had been paid. Then, the first week in November was a bill for $18.20, all of which was paid for with the two *** Card payments. Beside the point, *** has passed away and has NO probate estate. The bill, legally, does not have to be paid. BUT, the bill has been paid. I went so far as to ask if this company was trying to con the elderly. ***, daughter.
Consumer's Desired Resolution:
Do their accounting business CORRECTLY!
Rotech's Response:
Rotech has reviewed this matter and determined that ***'s account was paid as indicated. *** had a secondary insurance that appears to have covered the patient portion of the bill. We have asked billing to stop further collections on this account. Our billing department is researching this and will refund the credit card for any amount overpaid to the account. We apologize for this oversight. Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Rotech HealthCare Inc. continue to send an invoice every other month for a bill that has been already paid. My case is ***. I have not responded since, because it is just such a joke. Soon, I will contact a lawyer to sue for harassment, intimidation and anything else I can think of. The bill was paid and as I told Rotech, even if it was not paid, the patient has deceased.
I apologize for any inconvenience. Our billing department was instructed to stop billing back when we sent our response. I have confirmed that billing has been stopped and on 04/05/2018 $73.30 was refunded to the credit card used to pay his bills through ***.
Thank you,
Jamie M
Compliance Manager
Rotech Healthcare Inc.
Not providing purchase price to insurance which is required for payment processing.
Husband received CPAP in Feb '17,through Hooks Oxygen.Upon transfer to Rotech, the purchase price was not submitted, which is required for payment.The bill was estimating insurance and charging us the remainder.Since it was not processed through insurance, any money paid would not go toward deductible or out of pocket expenses.I called on 7/6/17 and was told to go to website to send e-mail, which I did at 1:25PM.I sent a second e-mail on 7/18/17 asking them to provide the purchase price to insurance.On 7/24/17 at 12:15PM I called and spoke with Holly M and was transferred to Johnny H.He indicated that claims from April-July would be resubmitted with purchase price.I was told to wait for a new EOB and new bill.The new bill came NOT corrected.On 8/14/17 at 3:35PM I called and received a recording that they were experiencing technical difficulties and unable to process the call.On 8/14/17 I submitted another e-mail to Rotech detailing the problem and asking for claims to be resubmitted to insurance with the purchase price.On 8/21/17 I called Rotech at 1:37PM and at 1:49PM was transferred to Amy.She reviewed Johnny H's information where he emailed billing and was told that the claims were resubmitted.She was going to follow up with billing and call me back.On 10/3/17 at 8:32AM I left a message for Johnny H.On 10/5/17 at 10:45AM I called for Johnny and he was on break.I called at 11:30AM that date and he was on the phone.Amy said she would take message to him.I called again at 12:35PM and Johnny was at lunch. At 1:35PM I called and he was on phone.I called at 2:50PM on 10/6/17 and it was Johnny's day off.On 10/20/17 I called Rotech at 10:05AM and spoke with Tracy.By this time, the claim for Sept. 2017 was billed and processed correctly, but April-August 2017 were not.Tracy indicated that those claims had been sent to insurance with the purchase price ($1,330) in block 19.On 10/20/17 I called my insurance at 10:30AM and spoke with Gail.She reviewed the submitted claims and there was nothing in Block 19.Gail called Rotech and left a message with her fax number asking for the corrected claims.On 10/25/17 I called Gail again at 12:24PM and she had not received anything from Rotech.She left a message for Lori P at Rotech with her fax and phone number and asked for the claims to be resubmitted with the purchase price.On 11/6/17 I called insurance at 9:42AM and spoke with Marguerite.She had Gail's notes and was leaving Gail a message to contact me.She provided me with Gail's fax number and a call reference number to include on the claims.On 11/6/17 at 9:50AM I called Rotech and spoke with Sara.She indicated she sent a message to the billing department but there was nothing more she could do.She provided me a number for billing.On 11/6/17 at 11:30AM I called the billing number provided.I asked Felicia to resend the claims from April-August with the purchase price.She put me on hold and then I was rerouted to the automated system again and rerouted me to Sara, who had already told me she could not help me.I tried to explain to Sara that there was a problem, as billing has not been following through despite several e-mails sent.She said there was nothing more she could do and was rude.I tried to tell her that I was certain she had done her part, but that billing was not following through and was there anything more that could be done.I finally asked for a supervisor.Tamara got on the phone and again told me there was nothing more they could do because they had emailed billing and managers were included on the email.I wanted to provide my insurance contact fax # and reference # but no one would take it.The representatives were rude. I was told I was rerouted from billing because there is a balance.It is there because billing is not done correctly.They repeated they have sent emails and acted as if I was demanding because I expected this to get resolved.BILLING IS NOT FOLLOWING THROUGH. IT'S BEEN MONTHS.
Send the corrected claims from April -August 2017 to Insurance: ATTN GAIL CALL REFERENCE NUMBER *** to be included at fax number ***. Once the claims are billed correctly and processed through the insurance we will pay our portion. I just want the claims to be billed correctly, so we can pay our part without the hassle of time consuming phone calls with people who do not seem to have any intention of following through and are rude because you get frustrated because you've spent hours of your time trying to resolve the same issue. It would be beneficial if Rotech addresses their business practices and billing and ensures they are completing their responsibilities. Customer Service Training is desperately needed on their end. Listen to your customers and take their information that may help instead of repeating the same information over and over that hasn't helped fix anything in months. Read the reviews of your business online and make adjustments to improve the satisfaction of the individuals you are set to serve. You're failing.
November 20, 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 11/06/2017.
Consumer's Complaint:
Not providing purchase price to insurance which is required for payment processing.
Husband received CPAP in Feb '17, through Hooks Oxygen. Upon transfer to Rotech, the purchase price was not submitted, which is required for payment. The bill was estimating insurance and charging us the remainder. Since it was not processed through insurance, any money paid would not go toward deductible or out of pocket expenses. I called on 7/6/17 and was told to go to website to send e-mail, which I did at 1:25PM.I sent a second e-mail on 7/18/17 asking them to provide the purchase price to insurance. On 7/24/17 at 12:15PM I called and spoke with Holly McNamara and was transferred to ***. He indicated that claims from April-July would be resubmitted with purchase price. I was told to wait for a new EOB and new bill. The new bill came NOT corrected. On 8/14/17 at 3:35PM I called and received a recording that they were experiencing technical difficulties and unable to process the call. On 8/14/17 I submitted another e-mail to Rotech detailing the problem and asking for claims to be resubmitted to insurance with the purchase price. On 8/21/17 I called Rotech at 1:37PM and at 1:49PM was transferred to Amy. She reviewed ***'s information where he emailed billing and was told that the claims were resubmitted. She was going to follow up with billing and call me back. On 10/3/17 at 8:32AM I left a message for ***. On 10/5/17 at 10:45AM I called for Johnny and he was on break. I called at 11:30AM that date and he was on the phone. Amy said she would take message to him. I called again at 12:35PM and Johnny was at lunch. At 1:35PM I called and he was on phone. I called at 2:50PM on 10/6/17 and it was Johnny's day off. On 10/20/17 I called Rotech at 10:05AM and spoke with Tracy. By this time, the claim for Sept. 2017 was billed and processed correctly, but April-August 2017 were not. Tracy indicated that those claims had been sent to insurance with the purchase price ($1,330) in block 19.On 10/20/17 I called my insurance at 10:30AM and spoke with Gail. She reviewed the submitted claims and there was nothing in Block 19.Gail called Rotech and left a message with her fax number asking for the corrected claims. On 10/25/17 I called Gail again at 12:24PM and she had not received anything from Rotech. She left a message for Lori Peterson at Rotech with her fax and phone number and asked for the claims to be resubmitted with the purchase price. On 11/6/17 I called insurance at 9:42AM and spoke with Marguerite. She had Gail's notes and was leaving Gail a message to contact me. She provided me with Gail's fax number and a call reference number to include on the claims. On 11/6/17 at 9:50AM I called Rotech and spoke with Sara. She indicated she sent a message to the billing department but there was nothing more she could do. She provided me a number for billing. On 11/6/17 at 11:30AM I called the billing number provided. I asked Felicia to resend the claims from April-August with the purchase price. She put me on hold and then I was rerouted to the automated system again and rerouted me to Sara, who had already told me she could not help me. I tried to explain to Sara that there was a problem, as billing has not been following through despite several e-mails sent. She said there was nothing more she could do and was rude. I tried to tell her that I was certain she had done her part, but that billing was not following through and was there anything more that could be done. I finally asked for a supervisor. Tamara got on the phone and again told me there was nothing more they could do because they had emailed billing and managers were included on the email. I wanted to provide my insurance contact fax # and reference # but no one would take it. The representatives were rude. I was told I was rerouted from billing because there is a balance. It is there because billing is not done correctly. They repeated they have sent emails and acted as if I was demanding because I expected this to get resolved. BILLING IS NOT FOLLOWING THROUGH. IT'S BEEN MONTHS.
Consumer's Desired Resolution:
Send the corrected claims from April -August 2017 to Insurance: ATTN GAIL CALL REFERENCE NUMBER *** to be included at fax number 972-587-1493.Once the claims are billed correctly and processed through the insurance we will pay our portion. I just want the claims to be billed correctly, so we can pay our part without the hassle of time consuming phone calls with people who do not seem to have any intention of following through and are rude because you get frustrated because you've spent hours of your time trying to resolve the same issue. It would be beneficial if Rotech addresses their business practices and billing and ensures they are completing their responsibilities. Customer Service Training is desperately needed on their end. Listen to your customers and take their information that may help instead of repeating the same information over and over that hasn't helped fix anything in months. Read the reviews of your business online and make adjustments to improve the satisfaction of the individuals you are set to serve. You're failing.
Rotech's Response:
Rotech has reviewed this complaint and has agreed to refile the claims as requested. Our billing department submitted all of the information to the insurance company on 11/09/2017. We apologize that this matter was not resolved quicker and for any inconvenience we may have 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 am hesitant to say that I accept this response, as this is the response I have been getting for months. Repeatedly I have been told that the claims were resubmitted with the purchase price to the insurance, when in fact, they were not. Pending that all previous and future claims are appropriately submitted to the insurance company with the needed information and a corrected bill is sent, I will accept this response. However, it is beyond ridiculous that I had to put this much effort and energy into this and resort to filing a complaint here in order to get anyone to do anything. I couldn't even get the representatives on the phone to take the contact information for my insurance representative. All they would do is repeat the same information over and over. They were rude and hateful and quite disrespectful. Your company should be appalled at the low level of customer service it is providing. The response to this claim was the first time that any Rotech employee apologized to me for the inconvenience and hassle. NOT ONE Rotech employee apologized. NOT A SINGLE ONE. Once payments for the machine are complete and I have ownership, I will NEVER use Rotech again. I will NEVER recommend this company to anyone. I highly advise that you look into your internal practices, policies, and procedures, and you do some serious overhauling and training from the top down. I would be ashamed to be a part of such a poorly managed company.
Rotech continues to send erroneous bills. I have provided them documentation (sent once via regular mail and once via certified mail) regarding the payments for the services billed including check numbers and dates of payment when applicable. Everything with Rotech is paid in full, with the exception of the claim for August 2017 as this has not yet been submitted to insurance. I have informed them once they bill the claim to insurance correctly, they will receive full payment for my portion. Instead, I keep getting bills for previous months for rental of the CPAP machine which have already been paid, bills including August 2017 which has not been billed to insurance, and bills for a supply order that has been paid in full. Rotech never responds to the letters. When you attempt to call the facility, the staff are rude and continue to repeatedly tell you the same information over and over, none of which seems to be happening. Nothing is getting resolved with my efforts. I just keep getting bills indicating a past due amount and the threat of a collection agency. All I'm asking is that they submit claims to insurance correctly and then bill the corresponding amount from insurance to me which I will pay and to stop sending me bills for services already paid or bills for incorrect amounts. They should be able to figure out how to submit a claim to insurance, figure out the patient responsibility based on the insurance processing of that claim, and then bill the patient accordingly. They seem to have no understanding of this and then they are rude and disrespectful to their patients when efforts are made to get things resolved and paid appropriately. I am tired of dealing with Rotech. I would not recommend them to Anyone. If there were another provider in network with our insurance, I would immediately switch, but none are available. These items are medically necessary and I'm stuck dealing with Rotech. I would appreciate any further assistance from the Revdex.com in getting this issue resolved.
Sincerely,
J.B.
Hi,
On 08/14//2018 our billing department submitted a claim for August 2017 to Mr. insurance company GPA. However, Mr. insurance has applied the claim towards his 2017 annual deductible. I have attached a copy of the electronic remittance advice as reference. As of 09/05/2018, Mr. has an account balance of $161.80. Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
This is the worst customer service I have ever had. Michelle the manager isn't any help and keeps saying the same thing over and over about Rotech's guidelines. Which to their surprise not every person has the same insurance plan. They will not call the insurance company to ask any questions. Then there was Tiffany which she needs to be reprimanded or terminated with how she dealt with me. Very rude and will not do her job or work with the people. I had left 7 messages in one day and no call back at all. I can see why they have 205 complaints about this company. They need to be investigated and action taken. Can't believe you can treat people in that matter especially when you are dealing with peoples health.
Billing for a health related equipment. They changed their billing which changed the way my insurance covered the equipment and made it out of network so I would have to pay more for the equipment without any notice. After my normal deductible was paid I couldn't understand why they were still billing me. I talked to my insurance and they said it was out of network since 1/1/2017. On 9/11/2017 I called and talked to their billing department and told them that I did not want to do business with them, no auto delivery. Their representative that I spoke with said if I was paying it off in full she could give me a one time discount so I took advantage of that and paid it off in full and received the discount. On 10/21/2017I received a bill for items listed - and paid for - on the first bill for another 194.36. I have not received any additional equipment and the equipment listed has been paid in full on 9/11/2017.
Product_Or_Service: Health Care equipment related to CPAP therapy
Account_Number:
Billing Adjustment I want the charges removed from my account, and that account closed. I for them to agree to the termination of services that I requested on 9/11/2017. I do not want them contacting me in any form or fashion after that.
November 17, 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 11/17/2017.
Consumer's Complaint:
Billing for a health related equipment. They changed their billing which changed the way my insurance covered the equipment and made it out of network so I would have to pay more for the equipment without any notice. After my normal deductible was paid I couldn't understand why they were still billing me. I talked to my insurance and they said it was out of network since 1/1/2017. On 9/11/2017 I called and talked to their billing department and told them that I did not want to do business with them, no auto delivery. Their representative that I spoke with said if I was paying it off in full she could give me a one-time discount so I took advantage of that and paid it off in full and received the discount. On 10/21/2017I received a bill for items listed - and paid for - on the first bill for another 194.36. I have not received any additional equipment and the equipment listed has been paid in full on 9/11/2017.
Consumer's Desired Resolution:
Billing adjustment I want the charges removed from my account, and that account closed. I for them to agree to the termination of services that I requested on 9/11/2017. I do not want them contacting me in any form or fashion after that..
Rotech's Response:
Rotech has reviewed this matter and determined that AllianceOne, Rotech's third-party collection agency did settle the account back in September 2017, but had not notified Rotech to stop billing and cancel further shipments of PAP supplies. We apologize for this oversight. We have adjusted off the remaining balance from the account and canceled the account as requested. Please let us know if you have questions or need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Poor customer service, lack of return calls, conflicting information
I have been working with their location at *** since June 2017 in an attempt to purchase a travel CPAP machine, ordered by my Dr. The company indicated they would look into it, then said they weren't sure, then failed to return calls. I was told two weeks ago, they would look into this again as they had ordered some recently but then had issues with insurance paying so they weren't sure if they could order them. When I called today I'm told by Natalie that they don't order them. I asked to speak with Lori the Office Manager, was placed on hold forever and never picked up by this "manager". This office has such poor customer service and I'm amazed they are still in business. The Company should consider closing the location if they can't manage the location and the staff accordingly. Apparently they want me to take my business to another company. I will also be notifying my Insurance Carrier of the poor service and recommend they consider removing from the approved vendor list.
Rotech needs to inform me if they plan to correct the issues noted or if customers should seek another provider.
November 17, 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 11/17/2017.
Consumer's Complaint:
Poor customer service, lack of return calls, conflicting information I have been working with their location at *** since June 2017 in an attempt to purchase a travel CPAP machine, ordered by my Dr. The company indicated they would look into it, then said they weren't sure, then failed to return calls. I was told two weeks ago, they would look into this again as they had ordered some recently but then had issues with insurance paying so they weren't sure if they could order them. When I called today I'm told by Natalie that they don't order them. I asked to speak with Lori the Office Manager, was placed on hold forever and never picked up by this "manager". This office has such poor customer service and I'm amazed they are still in business. The Company should consider closing the location if they can't manage the location and the staff accordingly. Apparently they want me to take my business to another company. I will also be notifying my Insurance Carrier of the poor service and recommend they consider removing from the approved vendor list.
Consumer's Desired Resolution:
Rotech needs to inform me if they plan to correct the issues noted or if customers should seek another provider.
Rotech's Response:
Rotech has reviewed this complaint and would like to apologize for the poor communication and misinformation Mr. received from our local office employees. Rotech does offer travel CPAP devices for cash sale only ($1,900.00). We do not bill any insurance for this device as they are not covered by most insurance providers. 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.)
As noted in the response from Rotech, they failed to respond to the issues of poor customer service or any plan they will put in place to correct their lack of customer service.
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 12/13/2017.
Consumer's Complaint:
As noted in the response from Rotech, they failed to respond to the issues of poor customer service or any plan they will put in place to correct their lack of customer service.
Rotech's Response:
We have discussed Mr. concerns with the local office manager who will be providing additional training to our representatives on improving customer service skills. Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Rotech Healthcare did not comply with the health insurance regulations for billing of my CPAP machine and are inappropriately sending me an bill.
My doctor Dr. *** faxed in a signed order to Valley Home Medical (VHM), a subsidiary of Rotech Healthcare, for a new CPAP machine & supplies on 03-17-2016. VHM scheduled me an appointment to go in and pick up the CPAP machine on 04-28-16, after they assured me that the paperwork was in order and an authorization was received from my insurance company. My medical insurance *** has been billed and I have paid my co-insurance for the machine since April 2016 until now. I have fulfilled the terms of my 13 months rental cap for the machine. However, I received a letter and invoice (invoice # ***)from Rotech dated 10-19-2017, stating that I owe $1657.12 for the machine because Rotech and VHM failed an insurance audit because they had not received a valid written order prior to delivery of the machine to me. I called Rotech HealthCare Equipment Recovery unit on 10-24-17 at 8:30 a.m. (MST) and spoke to Andrea,in the Central FL billing Cntr, explaining to her that I had a copy of the doctors referral & order that was faxed to VHM and it shows that it was faxed by my doctor on 03-17-16 at 2:24 p.m.(MST) She first denied receiving the fax but later stated that they, in fact, had it on file. I reminded her that VHM called me in early April 2016 (almost 5 weeks after the orders were faxed by my doctor to them) to tell me that all documentations were received and insurance authorizations in place, and to schedule delivery of machine, which was delivered to me on 04-28-16. Andrea told me she would look into it and call me back. I was not happy with the lack of resolution offerred and so I then called Rotech Patients Acct. Dept on 10-24-17 at 8:50 a.m. (MST) and asked to speak with an acctount supervisor and was transferred to Tamara, in the Lakewoods FL Bldg. I explained to Tamara that (1) an order and referrral for CPAP machine was faxed from my doctor to VHM on 03-17-16 at 2:27 p.m. (2) a local VHM rep. from the Midvale, Utah facility contacted me in early April 2016, stating that they had received an order for CPAP machine and obtained insurance authorization and scheduled me to come in on 04-28-16 to take delivery of the equipment (3) monthly payments were made by me and my insurance company, *** Medadvantage, starting in April 2016 and ending in May 2017, fulfilling the cap rental term of the equipment. (4) I received a letter, dated 10-19-2017 and invoice from Rotech and VHM stating that they had failed an insurance audit and were billing me for the full cost of equipment. Tamara, the Rotech Account Supervisor, was rude, abrupt and dismissive. She stated that I had to pay the invoice or return the machine. I stated that the failed audit was due to Rotech and VHM not complying with the insurance regulations and their provider agreement with the insurance co., and that I had complied fully with procuring the machine. The mistake was theirs and I should not be receiving an invoice, when I have already paid my contractual obligation in full. I read to her the TERMS OF AGREEMENT BETWEEN PATIENT AND THE COMPANY that they had me sign when I took delivery of the CPAP machine, stating that I may not be billed if they failed to comply with insurance regulations. She was not helpful and told me she could not help me. Then, on 10-26-2017 at 1:02 p.m. (MST) , I then contacted my insurance company, BCBS and spoke with a represtative there, named Chris. He stated that VHM had billed incorrectly and that per their provider agreement with BCBS, could not invoice me for their coding and billing errors. The insuarance rep advised me against paying the invoice and instead contacted Tyler from Rotech in the Pennsylvania billing center and left a voicemail for him to return his call. Rotech and VHM did not comply with the terms of their provider agreement with the insurance company and thus failed an audit. This is their mistake not mine and contractually, they cannot bill the patient.
Valley Home Medical, a part of Rotech HealthCare, Inc., did not comply with the insurance protocols that their provider agreement mandates and as such failed an insurance audit. Per their provider agreement with the insurance company, and per the agreement between the patient and the company, they cannot bill the patient if they did not comply with regulations I, on the other hand, have complied fully with the TERMS OF AGREEMENT BETWEEN PATIENT & THE COMPANY (copy enclosed), by paying the 13 months of cap rental for the equipment, as billed by Valley Home Medical (RECEIPTS OF PAYMENT ARE AVAILABLE UPON REQUEST). I am not responsible for the invoice dated 10-19-2017 as I have fulfilled the terms of my contract and will not be paying this invoice per the advice of the *** representative, Chris. If you have any questions, you may contact me at the address above. Thank you for your time in looking into this matter and I will await your kind response. I have been a loyal and paying customer of Valley Home Medical for over 8 years and would like to continue recommending this business to my friends and family. I would also like to continue my endorsement of the business to my Primary Care Physician, who referred me to this business, in the first place. I am sure he would not be referring patients to this business if he was to learn that his patients are not treated fairly and honestly.
November 20, 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 10/27/2017.
Consumer's Complaint:
Rotech Healthcare did not comply with the health insurance regulations for billing of my CPAP machine and are inappropriately sending me an bill.
My doctor Dr. *** faxed in a signed order to Valley Home Medical (VHM), a subsidiary of Rotech Healthcare, for a new CPAP machine & supplies on 03-17-2016. VHM scheduled me an appointment to go in and pick up the CPAP machine on 04-28-16, after they assured me that the paperwork was in order and an authorization was received from my insurance company. My medical insurance *** has been billed and I have paid my co-insurance for the machine since April 2016 until now. I have fulfilled the terms of my 13 months rental cap for the machine. However, I received a letter and invoice (invoice #***)from Rotech dated 10-19-2017, stating that I owe $1657.12 for the machine because Rotech and VHM failed an insurance audit because they had not received a valid written order prior to delivery of the machine to me. I called Rotech HealthCare Equipment Recovery unit on 10-24-17 at 8:30 a.m. (MST) and spoke to Andrea,in the Central FL billing Cntr, explaining to her that I had a copy of the doctors referral & order that was faxed to VHM and it shows that it was faxed by my doctor on 03-17-16 at 2:24 p.m.(MST) She first denied receiving the fax but later stated that they, in fact, had it on file. I reminded her that VHM called me in early April 2016 (almost 5 weeks after the orders were faxed by my doctor to them) to tell me that all documentations were received and insurance authorizations in place, and to schedule delivery of machine, which was delivered to me on 04-28-16. Andrea told me she would look into it and call me back. I was not happy with the lack of resolution offerred and so I then called Rotech Patients Acct. Dept on 10-24-17 at 8:50 a.m. (MST) and asked to speak with an acctount supervisor and was transferred to Tamara, in the Lakewoods FL Bldg. I explained to Tamara that (1) an order and referrral for CPAP machine was faxed from my doctor to VHM on 03-17-16 at 2:27 p.m. (2) a local VHM rep. from the Midvale, Utah facility contacted me in early April 2016, stating that they had received an order for CPAP machine and obtained insurance authorization and scheduled me to come in on 04-28-16 to take delivery of the equipment (3) monthly payments were made by me and my insurance company, *** Medadvantage, starting in April 2016 and ending in May 2017, fulfilling the cap rental term of the equipment. (4) I received a letter, dated 10-19-2017 and invoice from Rotech and VHM stating that they had failed an insurance audit and were billing me for the full cost of equipment. Tamara, the Rotech Account Supervisor, was rude, abrupt and dismissive. She stated that I had to pay the invoice or return the machine. I stated that the failed audit was due to Rotech and VHM not complying with the insurance regulations and their provider agreement with the insurance co., and that I had complied fully with procuring the machine. The mistake was theirs and I should not be receiving an invoice, when I have already paid my contractual obligation in full. I read to her the TERMS OF AGREEMENT BETWEEN PATIENT AND THE COMPANY that they had me sign when I took delivery of the CPAP machine, stating that I may not be billed if they failed to comply with insurance regulations. She was not helpful and told me she could not help me. Then, on 10-26-2017 at 1:02 p.m. (MST) , I then contacted my insurance company, *** and spoke with a represtative there, named Chris. He stated that VHM had billed incorrectly and that per their provider agreement with ***, could not invoice me for their coding and billing errors. The insuarance rep advised me against paying the invoice and instead contacted Tyler from Rotech in the Pennsylvania billing center and left a voicemail for him to return his call. Rotech and VHM did not comply with the terms of their provider agreement with the insurance company and thus failed an audit. This is their mistake not mine and contractually, they cannot bill the patient.
Consumer's Desired Resolution:
Valley Home Medical, a part of Rotech HealthCare, Inc., did not comply with the insurance protocols that their provider agreement mandates and as such failed an insurance audit. Per their provider agreement with the insurance company, and per the agreement between the patient and the company, they cannot bill the patient if they did not comply with regulations I, on the other hand, have complied fully with the TERMS OF AGREEMENT BETWEEN PATIENT & THE COMPANY (copy enclosed), by paying the 13 months of cap rental for the equipment, as billed by Valley Home Medical (RECEIPTS OF PAYMENT ARE AVAILABLE UPON REQUEST). I am not responsible for the invoice dated 10-19-2017 as I have fulfilled the terms of my contract and will not be paying this invoice per the advice of the *** representative, Chris. If you have any questions, you may contact me at the address above. Thank you for your time in looking into this matter and I will await your kind response. I have been a loyal and paying customer of Valley Home Medical for over 8 years and would like to continue recommending this business to my friends and family. I would also like to continue my endorsement of the business to my Primary Care Physician, who referred me to this business, in the first place. I am sure he would not be referring patients to this business if he was to learn that his patients are not treated fairly and honestly.
Rotech's Response:
Rotech has reviewed this matter and determined that due to the error with the initial order for the device (missing doctor's NPI), we should not have billed or received payment for the equipment. To correct this error, we have directed our billing department to refund the insurance and Ms. for all payments received. We have directed our local office to contact Ms. physician to obtain a new correct order, then to pick up the device she currently has in her possession and redeliver another PAP device to restart billing. We apologize for this error and any inconvenience this has caused Ms.. We have also instructed our local office manager to review all of the elements required on a physician's order with their staff to prevent this issue going forward. 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 had my insurance company call your company on 11-03-2017 at 8:40 a.m. and Viviana D from *** spoke to a representative from your company named Adriel F. and also his supervisor, Tracey, who has deemed equipment as purchased with no further money owed to me. Tracey and Adriel from your company said on a recorded line with *** representative that the equipment is deemed purchased at this point and that no further bills or collection action will be forthcoming on my account. I expect you to uphold what was told to me and my insurance representative on that recorded call. The equipment is mine, no further money is owed. The account is closed and deemed paid in full. That is what was promised by your people to my insurance company representative on a recorded call and I expect you to follow through with this. The *** reference for the call is
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.
December 05, 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.
Ms. is correct, the equipment was considered paid in full as of 11/03/2017. I do apologize, the updated information was missed during our initial review. No further action is required. Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
DO NOT GET A CPAP FROM THESE PEOPLE! VERY VERY deceptive practices. They asked me if I wanted to enroll in the monthly service where they would ship you supplies every month and told them definitively about 5 times that I did NOT want to enroll in that service. Well somehow in all the paperwork they made me sign they slipped in the one that signed me up for the enrollment of that service even though I explicitly told them I didnt want it. So now Im stuck paying all this money for something I didnt want and they will not allow me to return it. After calling to try to get the pieces returned they basically said too bad you signed this and you have to pay.
They are cheats, lairs and very very questionable business practices.
Never received a call to schedule my CPAP machine.
I had a sleep study done on Sept. 13. A week later I contacted the sleep center and they advised me that my prescription was sent to Rotech, and they would call me to schedule a delivery. The next day I contacted Rotech to confirm they had received my prescription. I was told they had received it and I would be contacted next week for delivery. Fast forward to Oct. 12 I received a letter from my insurance stating they have approved my request for a CPAP machine. Now it's Oct 25 and I have not received a call, I've contacted Rotech several times by email, with no response and I've called them a record 20 times and left voicemails with no response. You'd think a company that supplies necessary medical equipment would be a little more on top of their orders. According to the Revdex.com I'm not the only one. Rotech has 96% negative comments, yet they have a A+ rating. That seems strange to me. This company is very unprofessional.
Send me my CPAP machine so I don't die in my sleep.
October 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 10/25/2017.
Consumer's Original Complaint:
Never received a call to schedule my CPAP machine.
I had a sleep study done on Sept. 13. A week later I contacted the sleep center and they advised me that my prescription was sent to Rotech, and they would call me to schedule a delivery. The next day I contacted Rotech to confirm they had received my prescription. I was told they had received it and I would be contacted next week for delivery. Fast forward to Oct. 12 I received a letter from my insurance stating they have approved my request for a CPAP machine. Now it's Oct 25 and I have not received a call, I've contacted Rotech several times by email, with no response and I've called them a record 20 times and left voicemails with no response. You'd think a company that supplies necessary medical equipment would be a little more on top of their orders. According to the Revdex.com I'm not the only one. Rotech has 96% negative comments, yet they have a A+ rating. That seems strange to me. This company is very unprofessional.
Consumer's Desired Resolution:
Send me my CPAP machine so I don't die in my sleep.
Rotech's Response:
Rotech has reviewed this matter and determined an order was received from Mr.s physician on 10/02/2017 for a CPAP machine. Several attempts were made to acquire all needed documentation required by Mr.s insurance provider. All paperwork was received on 10/25/2017. Mr*** is scheduled to receive his CPAP machine on 10/30/2017.
If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
late fee, threat of collection agency to ruin credit, for a bill you never knew existed.
Louisiana sleep foundation diagnosed me with severe sleep apnea. Treatment for my sleep apnea requires special equipment .
Louisiana sleep foundation referred me to rotech for equipment to threat sleep apnea. Have made an effort to contact Louisiana sleep foundation but they have not responded to my concerns.
contacted rotech 10/16/17. informed by rotech representative they do not send a billing statement until a certain amount is reached. in our case 3 months for an amount of $8.94
rotech did not send a billing statement until 09/16/17. that statement was for $8.94 plus an extra $2.18 for late fee.
note rotech has not sent a statement for 3 months but still charges late fees for non-payment .
statement also included a threat to turn our account to a collection agency which is a threat to our credit rating?
contacted an additional rotech representative, tamra, for an explanation why a late fee and a threat of a collection agency for a billing statement they admit was never sent. ms. t did not allow me to start asking questions but ended the conversation by saying the bill is what it is.
maybe you can get an answer why are customers charged a late fee on billing never sent to their customers and why the theat of a collection agency to collect payment.
they are running a great accounting practice, delay send statement to customers, then send a bill with late fee of @20% of initial bill and with a threat of ruining a person credit guarantee payment .
the practice of not sending a billing to customers until rotech can charge a late fee should not allow and is this practice even legal in florida.
e-mail; ***
cell;
if a persons owes money to Rotech then send a billing statement. not wait till Rotech invents a reason to charge addition fees and threat of collection agency.
November 1, 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 10/23/2017.
Consumer's Original Complaint:
late fee, threat of collection agency to ruin credit, for a bill you never knew existed.
Louisiana sleep foundation diagnosed me with severe sleep apnea. Treatment for my sleep apnea requires special equipment .
Louisiana sleep foundation referred me to rotech for equipment to threat sleep apnea. Have made an effort to contact Louisiana sleep foundation but they have not responded to my concerns.
contacted rotech 10/16/17. informed by rotech representative they do not send a billing statement until a certain amount is reached. in our case 3 months for an amount of $8.94
rotech did not send a billing statement until 09/16/17. that statement was for $8.94 plus an extra $2.18 for late fee.
note rotech has not sent a statement for 3 months but still charges late fees for non-payment .
statement also included a threat to turn our account to a collection agency which is a threat to our credit rating?
contacted an additional rotech representative, tamra, for an explanation why a late fee and a threat of a collection agency for a billing statement they admit was never sent. ms. t did not allow me to start asking questions but ended the conversation by saying the bill is what it is.
maybe you can get an answer why are customers charged a late fee on billing never sent to their customers and why the theat of a collection agency to collect payment.
they are running a great accounting practice, delay send statement to customers, then send a bill with late fee of @20% of initial bill and with a threat of ruining a person credit guarantee payment .
the practice of not sending a billing to customers until rotech can charge a late fee should not allow and is this practice even legal in florida.
e-mail; ***
cell; ***
Consumer's Desired Resolution:
if a person owes money to Rotech then send a billing statement. not wait till Rotech invents a reason to charge addition fees and threat of collection agency.
Rotech's Response:
Rotech does not generate a statement until the patient balance is over $5.00. Mr. statement dated 09/16/2017 does not include any late fees. It does show a Past due balance of $2.24 for CPAP rental charges in June 2017. Any statement showing a past due balance will generate verbiage regarding the past due balance and the possibility of termination of services.
We have included a copy of Mr. statement dated 09/16/2017. If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
not per the statement in my hand dated 09/16/17.
there still is a threat of outside collection agency, which had an adverse effect on our credit
rating .
does Jamie M Compliance Manager have a phone number? in process of filing a complaint with la. atty. gen. office. thank you for your time and effort.
November 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 11/03/2017.
Consumer's Rebuttal:
not per the statement in my hand dated 09/16/17. there still is a threat of outside collection agency, which had an adverse effect on our credit rating . does Jamie M Compliance Manager have a phone number? in process of filing a complaint with la. atty. gen. office. thank you for your time and effort. ***
Rotech's Response:
Rotech has reviewed this matter and determined nothing has been reported to any credit agency against Mr.. As previously stated any past due balance will generate verbiage on the statement regarding the possibility of further actions. Mr. may contact our Patient Account Department at (877)389-1532 for further billing related questions.
If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
rotech still does not get it. my monthly billing is so small they do not send a bill, but when our bill is enough to warrant sending a bill i'm 4 months behind. it's not my fault the bill is late. when I tried to gather further information on my bill rotech refused to even discuss the bill. the only response by rotech is threats.
per rotech "As previously stated any past due balance will generate verbiage on the statement regarding the possibility of further actions." even if rotech does not send you a bill! might be helpful if a real person critiques rotech further billing actions.
would be nice to talk to a rotech rep, but not "tamara". she is the one that refused to even discuss my billing issue. thanks for your help.
filed an additional complain with la. atty generals office of consumer affairs.
RoTech HealthCare, who bought RMS of Sarasota,
Drop me OFF from Oxygen/Respitory Services.
Up Until November 2015, I was under a contract for a few years for Oxygen/Respitory Services with the Company RMS of Sarasota,
which were bought by RoTech HealthCare and
as the Result of Business Transfer the
RoTech HealthCare Drops my Oxygen/Respitory
Services Coverage. And Now I'm without
Oxygen Equipment. I'm urgently need it cause
I have a Chronic Asthma, COPD.
I want RoTech HealthCare Recover and Reestablish my Oxygen Services ASAP
Thanks.
I want for the RoTech HealthCare to ReEstablish and Recover and Continue my Oxygen Equipment Services.
November 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 10/23/2017.
Consumer's Original Complaint:
RoTech HealthCare, who bought RMS of Sarasota, Drop me OFF from Oxygen/Respitory Services.
Up Until November 2015, I was under a contract for a few years for Oxygen/Respitory Services with the Company RMS of Sarasota, which were bought by RoTech HealthCare and
as the Result of Business Transfer the RoTech HealthCare Drops my Oxygen/Respitory
Services Coverage. And Now I'm without Oxygen Equipment. I'm urgently need it cause
I have a Chronic Asthma, COPD. I want RoTech HealthCare Recover and Reestablish my Oxygen Services ASAP Thanks.
Consumer's Desired Resolution:
I want for the RoTech HealthCare to ReEstablish and Recover and Continue my Oxygen Equipment Services.
Rotech's Response:
Rotech has reviewed this matter and found we have no record of Mr. attempting to receive oxygen services from us. We have provided other services for Mr. in the past and would be happy to work with him again. We would need qualifying testing and paperwork in order to provide oxygen to him. He should contact our Sarasota office at (941)351-3535 for further information.
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
)
Jamie M
Compliance Manager
They continue to bill me for a copay before my insurance makes payment. My out of pocket was meet with insurance in with a hospital stay in February.
They continue to bill anticipated copay. My out of pocket was meet with my insurance with a hospital stay in February 2017 and They have billed me monthly. I have complained several times this year and still get monthly bills. I have explained that I meet all my out of pocket and had no additional fees. They should gerifybinsurance before billing customers monthly
I would like for them to allow time for insurance to make payment. Or get in the practice of verifying copay deductible and out of pocket. Perhaps they are not entering the payment correctly. Educate the billing department on contractual agreements with the insurance they are contacted with. The elderly or mentally challenged may be getting these and paying bills that they don't have to pay.
November 12, 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 10/23/2017.
Consumer's Original Complaint:
They continue to bill me for a copay before my insurance makes payment. My out of pocket was meet with insurance in with a hospital stay in February.
They continue to bill anticipated copay. My out of pocket was meet with my insurance with a hospital stay in February 2017 and They have billed me monthly. I have complained several times this year and still get monthly bills. I have explained that I meet all my out of pocket and had no additional fees. They should gerifybinsurance before billing customers monthly
Consumer's Desired Resolution:
I would like for them to allow time for insurance to make payment. Or get in the practice of verifying copay deductible and out of pocket. Perhaps they are not entering the payment correctly. Educate the billing department on contractual agreements with the insurance they are contacted with. The elderly or mentally challenged may be getting these and paying bills that they don't have to pay.
Rotech's Response:
Rotech has reviewed this matter and determined Ms.' insurance is paying at 100% for dates of service 08/17/2017, 09/17/2017 and 10/17/2017. All charges have been removed from Ms.' account. As of 10/25/2017 we show a zero ($0) balance on her account. We apologize for any inconvenience this may have caused.
If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
They harass me on a monthly basis for $24.30. They actually refunded me this amount for overpayment! When I think it's settled I get another bill.
Each month I receive a bill for $24.30 for date of service 11/5/16. I have documented that I paid this bill, I have spoken with their representatives multiple times, and every time I think this is taken care of I get another bill. This latest bill says that failure to pay my balance immediately may lead to termination of services and or pick up of our equipment. This is a medical device that I need to survive. Normally, I would just pay this amount to get them off my back because it is not that big of a deal. However, I had a similar situation with them a year ago. They constantly over bill, and then harass for the money. After speaking with one of their representatives on the phone on July 12, 2017, we came to a mutually agreed upon amount of $13.74 that the company said that I owe them for the date of service in question. I disagreed that I owe the amount, but I agreed to pay it because I wanted this to stop. I paid $13.74 on July 12 over the phone with my HSA credit card to the agent who was speaking with me on the phone.
Right around that same time, Rotech, ironically, sent me an over payment reimbursement for this exact amount they are harassing me for: $24.30! Why reimburse me only to bill me again? The agent even apologized for the hassle and promised to document everything we had discussed. Still more bills kept coming...
Each month, when I get another bill, I have to call and try to haggle with these people to explain the situation, I am consistently told that it is over and taking care of only to get this harassing threatening Bill again the following month.
I could use any other company for this medical device I would. But I have been renting it since I started using a CPAP over two years ago. At what point does renting become owning anyway? I've asked this question I can't get a straight answer. I'm questioning if this is a scam at this point. My doctor's office employees have told me that this company received numerous complaints from his patients and they are now directing people to use other facilities.
Can you help me please stop this harassment and the threats to remove my medical device? My billing statements match up with my EXplanation of Benefit Forms from insurance, as well as my health savings account deductions. I met my deductible in January, and I am not responsible for any additional out-of-pocket expenditures. As I have told the company, they need to follow up with anthem *** and*** if they are dissatisfied.
1. I want this company to add knowledge that I do not know them anything from 2016. 2. I want that acknowledgment in writing 3. I would like an assurance that my Cpap device will not be removed from my home 4. Ideally, I would like them to review their billing practices. There are so many branches of this company in different cities in different states - and they also partner with another company called sleep Central. None of the billing numbers match none of the patient ID numbers match. Every time you call someone to get transferred 10 times. It is a mess.
November 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 10/23/2017.
Consumer's Original Complaint:
They harass me on a monthly basis for $24.30. They actually refunded me this amount for overpayment! When I think it's settled I get another bill.
Each month I receive a bill for $24.30 for date of service 11/5/16. I have documented that I paid this bill, I have spoken with their representatives multiple times, and every time I think this is taken care of I get another bill. This latest bill says that failure to pay my balance immediately may lead to termination of services and or pick up of our equipment. This is a medical device that I need to survive. Normally, I would just pay this amount to get them off my back because it is not that big of a deal. However, I had a similar situation with them a year ago. They constantly over bill, and then harass for the money. After speaking with one of their representatives on the phone on July 12, 2017, we came to a mutually agreed upon amount of $13.74 that the company said that I owe them for the date of service in question. I disagreed that I owe the amount, but I agreed to pay it because I wanted this to stop. I paid $13.74 on July 12 over the phone with my HSA credit card to the agent who was speaking with me on the phone.
Right around that same time, Rotech, ironically, sent me an over payment reimbursement for this exact amount they are harassing me for: $24.30! Why reimburse me only to bill me again? The agent even apologized for the hassle and promised to document everything we had discussed. Still more bills kept coming... Each month, when I get another bill, I have to call and try to haggle with these people to explain the situation, I am consistently told that it is over and taking care of only to get this harassing threatening Bill again the following month.
I could use any other company for this medical device I would. But I have been renting it since I started using a CPAP over two years ago. At what point does renting become owning anyway? I've asked this question I can't get a straight answer. I'm questioning if this is a scam at this point. My doctor's office employees have told me that this company received numerous complaints from his patients and they are now directing people to use other facilities.
Can you help me please stop this harassment and the threats to remove my medical device? My billing statements match up with my Explanation of Benefit Forms from insurance, as well as my health savings account deductions. I met my deductible in January, and I am not responsible for any additional out-of-pocket expenditures. As I have told the company, they need to follow up with anthem *** and *** if they are dissatisfied.
Consumer's Desired Resolution:
1. I want this company to add knowledge that I do not know them anything from 2016. 2. I want that acknowledgment in writing. I would like an assurance that my Cpap device will not be removed from my home4. Ideally, I would like them to review their billing practices. There are so many branches of this company in different cities in different states - and they also partner with another company called sleep Central. None of the billing numbers match none of the patient ID numbers match. Every time you call someone to get transferred 10 times. It is a mess.
Rotech's Response:
Rotech has reviewed this matter and determined Ms. originally paid her co-pay of $45.80 for date of service 11/05/2016. After Ms. contacted our Patient Account Department in July 2017 a refund was generated in error for $24.30. We have corrected the error and have billed Ms. accordingly. We have attached the Explanation of Benefits from Ms.' insurance company. We apologize for any inconvenience this may have caused.
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my original complaint - I paid according to my EOB
- I paid an additional $13.74 on July 12, Which is the amount their own Billing specialist told me to pay
- in their response the company didn't even acknowledge the $13.74 I have paid them. I can document that with my statements
- The company 's explanation / response to the Revdex.com complaint is unspecific and incorrect
- they are free to contact Anthem if they feel there's been an error
- it is irresponsible to mismanage one's billing and then threaten one's patient over $24.
November 20, 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 10/23/2017.
Consumer's Rebuttal Complaint:
I stand by my original complaint - I paid according to my EOB I paid an additional $13.74 on July 12, Which is the amount their own Billing specialist told me to pay in their response the company didn't even acknowledge the $13.74 I have paid them. I can document that with my statements The company's explanation / response to the Revdex.com complaint is unspecific and incorrect they are free to contact Anthem if they feel there's been an error it is irresponsible to mismanage one's billing and then threaten one's patient over $24.
Rotech's Response:
We acknowledge receipt of a payment on 07/11/2017 for $13.74. Ms. was refunded $24.30 in error for the PAP device (E0601) for date of service 11/05/2016. The EOB we submitted shows she should have been responsible for the entire amount as everything for this claim was applied to her deductible. We recognize this was our error for refunding this amount back to Ms.. While we stand by our initial response that Ms. does owe $24.30, in an effort to close this matter, we have asked AllianceOne to cease collection efforts for this account and ensure that no negative remarks were placed on her credit profile.
Respectfully submitted,
Jamie M
Compliance Manager
I called due to talk about a bill for my husband and they have given me the run around 4 times I called. They are so rude. I talked to 4 people about my husband,s bill and then they said I need his permission to talk to them so they would send me a paper. iIhave payed them twice for the same bill and they dont't want to give me a refund. The customer service is the worst. They answer the phone like they are talking to their friend.
THEY took everything back,unused. I was charged for something I did not receive. I have proof they took everything back.
I don't know what you want me to say.
total investigation of their business practices including the way they take money from peoples accounts without them knowing about it.
November 1, 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 10/16/2017.
Consumer's Original Complaint:
THEY took everything back,unused. I was charged for something I did not receive. I have proof they took everything back.
I don't know what you want me to say.
Consumer's Desired Resolution:
total investigation of their business practices including the way they take money from peoples accounts without them knowing about it.
Rotech's Response:
Rotech has reviewed this matter and determined Ms. was charged for items she received at the time of set up for her CPAP machine and supplies. Also during the setup process she signed a Payment Authorization form for payment toward the products received. After she returned her equipment, she was refunded $315.52 on 09/27/2017 and an additional $28.00 on 10/12/2017. Ms. account has a zero ($0) balance at this time.
If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
WHY ARE THEY STILL BILLING ME IF I HAVE A 0 BALANCE?
November 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 11/02/2017.
Consumer's Rebuttal:
WHY ARE THEY STILL BILLING ME IF I HAVE A 0 BALANCE?
Rotech's Response:
Ms. will not receive any further billing statements unless she receives additional services from Rotech.
If you have any further questions regarding this issue please let us know.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com. I appreciate you handling this matter.
This is the worst company to deal with. My first problem was back in April when I got a call from my daughter telling me that the oxygen company was there to take my concentrator and tanks. When I called them I was told that they weren't able to reach me and that I needed to get a Dr. Appointment to renew my prescription. " The guy who delivered my tanks always was able to get in touch with me". Well I called my dr. and got a appointment and when I called them back they said that I needed to get a sooner appointment and that they would be out to get their equipment. They did so. I finally seen my Dr. cause at this point I can't breathe and it's just getting worse. I've got C.O.P.D. and pulmonary hypertension. So he gets me set up again with oxygen and concentrator and now my tanks are empty and when I called them they tell me that I'm on a 12 week delivery and no one can come out until the middle of November and if I want my tanks refilled I have to bring them down to their office. Well I called my dr and told him what was going on and they put in a order for refillable tanks to be delivered. When I called Summit they said that all their refillable concentrators are being used and it will be a while before I will get it. I've never heard of such! Here I sit because I can't go out without oxygen. Bad business
Repeat collection call for an account that had a payment schedule set up
Om 8-14-2017 I recieved a call regarging an amount due on my account. The last notine was in Feb. 2017. I did not dispute the balance and set up a payment schedule with Amy T for the remaining balance. On 9-22 2017 I recieved another call for the balance and explained a schedule for payment was set up.Then on 10/05/17 I recieved another call regarding my balance spoke with a supervisor Audrey R explained payment was sent she confirmed this but the calls continue.
I want the collection calls to stop since a payment schedule was set up
October 14, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Erika P
Sent Via Revdex.com Website Upload
Re: Case #: ***
Dear Ms. P:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 10/11/2017.
Consumer's Original Complaint:
Repeat collection call for an account that had a payment schedule set up
On 8-14-2017 I recieved a call regarging an amount due on my account. The last notine was in Feb. 2017. I did not dispute the balance and set up a payment schedule with Amy T for the remaining balance. On 9-22 2017 I recieved another call for the balance and explained a schedule for payment was set up.Then on 10/05/17 I recieved another call regarding my balance spoke with a supervisor Audrey R explained payment was sent she confirmed this but the calls continue.
Consumer's Desired Resolution:
I want the collection calls to stop since a payment schedule was set up
Rotech's Response:
Rotech shows Mr. was set up on a payment plan in September 2017. A request has been submitted to our Patient Account Department to stop collection calls to Mr.. Please allow 48 hours for the calls to cease. We apologize for any inconvenience this may have caused.
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a b-pap machine 2015
My insurance was to pay 90% I pay rest.
I wrote a check for my part Dec 2015.
I have had them sending me payment due every 4 months approxiamately
I have called each time. I was told computer problem by 3 different employees.
I should disregard. now I am dealing with the ***supervisor *** and have sent and resent
all information regarding problem. I spoke to her on phone, was not only rude but told me
in loud voice --i was wrong. Worst customer service I have ever dealt with.
Insurance paid the bill and my balance was zero and show the eob from the carrier and they are still billing me.
I had a fire on 01/21/2017 and lost my c-pap machine. I contacted my insurance carrier because the DME that I original got my c-pap moved to Raleigh area so they referred me to G HC. I was able to get a C-pap machine and paid my copay on 2/4/2017 and picked up the machine. Well they gave me supplies and a mask that was way too big and I let him know that this would be too big and they told me to take and try it and I could bring it back and exchange it. I went home and used it for one night and had a horrible time getting it to work. So I took it back the next day and asked for a smaller one. They were happy to give me another one that fit. Now the bigger one was return so I should of never been billed for that. Now they billed the insurance for my services and everything was processed and paid. I am not sure why I am receiving a bill for $134.66 when my eob clearly states a zero balance. I have contact my insurance company and they are telling me the same thing. So I am not sure if this is from the mask that was returned and issued a new one as I cannot understand why I would be billed for both when in reality I only got one mask. I have called them several times and the girl was very nasty with me and told me I owe the money. I finally took in my copy of the eob and left it for the billing dept to review and today got anther bill that states if this bill is not paid in 10 days it will be turned over to collections. I am so made that no one understands what they are doing in the billing dept and they need to learn how to read the eob's. I would like this amount taken care of ASAP, as I do not owe any money. I have a HMO plan and I was referred to a contracted provider. I will never get supplies from this company again as this is very unprofessional.
Just take care of the $134.66 and quit billing me when I don't owe the money. I do not care to be in collections for something that is NOT my fault.
October 12, 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 09/18/2017.
Consumer's Original Complaint:
Insurance paid the bill and my balance was zero and show the eob from the carrier and they are still billing me.
I had a fire on 01/21/2017 and lost my c-pap machine. I contacted my insurance carrier because the DME that I original got my c-pap moved to Raleigh area so they referred me to G HC. I was able to get a C-pap machine and paid my copay on 2/4/2017 and picked up the machine. Well they gave me supplies and a mask that was way too big and I let him know that this would be too big and they told me to take and try it and I could bring it back and exchange it. I went home and used it for one night and had a horrible time getting it to work. So I took it back the next day and asked for a smaller one. They were happy to give me another one that fit. Now the bigger one was return so I should of never been billed for that. Now they billed the insurance for my services and everything was processed and paid. I am not sure why I am receiving a bill for $134.66 when my eob clearly states a zero balance. I have contact my insurance company and they are telling me the same thing. So I am not sure if this is from the mask that was returned and issued a new one as I cannot understand why I would be billed for both when in reality I only got one mask. I have called them several times and the girl was very nasty with me and told me I owe the money. I finally took in my copy of the eob and left it for the billing dept to review and today got anther bill that states if this bill is not paid in 10 days it will be turned over to collections. I am so made that no one understands what they are doing in the billing dept and they need to learn how to read the eob's. I would like this amount taken care of ASAP, as I do not owe any money. I have a HMO plan and I was referred to a contracted provider. I will never get supplies from this company again as this is very unprofessional.
Consumer's Desired Resolution:
Just take care of the $134.66 and quit billing me when I don't owe the money. I do not care to be in collections for something that is NOT my fault.
Rotech's Response:
Rotech has done a thorough search of our records but was unable to locate this patient. Please provide the full name and date of birth or the account number so we may address their concern.
Respectfully submitted,
Jamie M
Compliance Manager
Account *** in Charlotte NC office
October 29, 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 10/25/2017.
Consumer's Rebuttal:
Account*** in Charlotte NC office
Rotech's Response:
Rotech has reviewed the information provided and found the account number does not reflect an account for***. If the patient would provide additional information we would be happy to research this account further.
Respectfully submitted,
Jamie M
Compliance Manager