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Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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My husband and I have dealt with this company for multiple years and have repeated problems monthly with them. They do not bill according to our insurance company's EOB neither do they go back and credit the account when they receive the EOB. We have to call every month there is a charge to the account and straighten this out. Each time when I call my husband has to give authorization for them to talk with me. They say that it is noted on the account but each month when I call back, the authorization is not there. It appears that they try to overbill. They are very hard to deal with and several years ago got my husband's account and someone else's account mixed up. It took over a year for this to get straightened out and only because I refused to pay them until they did.
Account_Number: Patient ID
Billing Adjustment I would actually like you to see if their billing practices are legal. I request that I not be billed until they receive the insurance payment and that it be correct. Also that the account is noted so that I may deal with this without another authorization from my husband.
October 17, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Erika Plak
Sent Via Revdex.com Website Upload
Re: Case #:*** for patient ***
Dear Ms. P:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 10/03/2017.
Consumer's Original Complaint:
My husband and I have dealt with this company for multiple years and have repeated problems monthly with them. They do not bill according to our insurance company's EOB neither do they go back and credit the account when they receive the EOB. We have to call every month there is a charge to the account and straighten this out. Each time when I call my husband has to give authorization for them to talk with me. They say that it is noted on the account but each month when I call back, the authorization is not there. It appears that they try to overbill. They are very hard to deal with and several years ago got my husband's account and someone else's account mixed up. It took over a year for this to get straightened out and only because I refused to pay them until they did.
Consumer's Desired Resolution:
Billing Adjustment I would actually like you to see if their billing practices are legal. I request that I not be billed until they receive the insurance payment and that it be correct. Also that the account is noted so that I may deal with this without another authorization from my husband.
Rotech's Response:
Rotech has reviewed this matter and determined Mr. co-payment percentage was set up incorrectly in our system. We have since corrected this error. Moving forward Mr. should not be receiving bills until the co-payment has been verified with the Explanation of Benefits received from his insurance provider. We have also requested the billing department update their records allowing Mrs. access to Mr. account.
Mr. has a balance on his account of $3.52, his co-payment of date of service 07/17/2017. We apologize for any inconvenience.
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.)
This is what I wanted to hear but we will see if it proves to be true when we receive the next bill. The day after this notice was received they finally returned my call of 9/30/17 - over 3 weeks later.
Do not deal with this company (ROTECH). They are totally unprofessional and incompetent. I have lost on nearly every transaction with this company over the past two years. They, at the time unbenounst to me, supplied me with a discontinued CPAP machine (rental/purchase). They did not files claims timely with my insurance company, leading me to get stuck paying the bill as if I had no insurance when I was insured all along. They sent me the wrong supplies with no resolution, which both the insurance company and I had to pay for. Their billing is constantly wrong with no resolution, and when you attempt to straighten it out their customer service rep(s). hang up on you. I ultimately have returned my machine, even though I had already paid 90 percent of the rent to own amount and now have nothing. I sent in a "last payment" to settle my account which their billing staff had agreed to, only to get another bill marked past due a month later. I want nothing more to do with this company, stay away from them! I can't believe they are in business.
June 2016 I had back surgery that required a walker for 4 weeks post-op. At the time of surgery my insurance was Fl Blue. In Sept 2016 I was awarded full disability and started on Medicare. A few weeks back, over a year after surgery I received a phone call from Rotech Healthcare attempting to schedule delivery of my walker. I questioned the caller and then they said they made a mistake. They want to schedule pick up of a walker. I am baffled to say the lease, I am not even sure I have the walker in my possession. I was told that they need to pick up my walker for non-payment. I told them that was taken care of by Florida Blue back when I had surgery in 2016. I was told that Fl. Blue was making monthly payments for the walker. I went on line and found that Fl Blue was making monthly payments. I was told that it was my respondsibility to inform Rrotech of the change in Insurance. I told them, " I didn't even know that FL Blue did not pay the walker in full and it was their respondsibility not mine". Again I was informed that my insurance had been terminated. I told them, Not terminated I was eligible for Medicare because of my SSD. I told them I needed to look in to it, that is when I got the information on line. Numerous calls have come in and continue to come in from Rotech. I feel it is Rotech respondsibility to work something out with FL Blue. In a previous conversation with Rotech I asked why was FL Blue making payments on my walker? I was told," that is how some insurance like to do it". Today I receive a letter from Rotech threatening legal action if I do not return their RENTAL equipment!.
RE: REPOSSESSION OF MEDICAL EQUIPMENT
Dear Patient
Our records indicate you are in possession of valuable medical equipment owned by this company or one of our subsidiaries . Despite our repeated efforts to obtain necessity from you and/ or your physician required by your insurance provider, you have failed to meet your insurance provider's medical necessity criteria for payment.
We have tried on multiple occasions to retrieve this rental equipment from you. However, all attempts at recovering this equipment has been unsuccessful. This correspondence is to inform you that your continued wrongful retention of property may constitute conversion or civil theft.
Accordingly, we demand that you return our rental equipment or allow us to retrieve our rental equipment, we will be forced to commence an action action against and seek all available legal and equitable remedies, including hiring a repossession agency to retrieve the equipment and sending a notice to all credit rating agencies which will effect your credit score.
To set up a time for you to return the equipment or to schedule pick up, call 813-876-0330
Location Rotech Oxygen & Medical Supplies
Industry pressures and extreme Medicare reimbursement cuts are forcing hundreds of respiratory providers out of business. It is anticipated that an increasing number of patients will be left without access to care. As this crisis accelerates, Rotech stands ready to assist patients with cost-effective, quality home care. That's the Rotech advantage!
Sincerely,
Rotech Oxygen & Medical
cc:[email protected]
OP 822 Repossession letter - Medical Necessity Rev 03/15/2017
Why should I be threatened when the arrangement was made between FL Blue and Rotech.?
Unable to get supplies delivered in the past 40 days. I ordered supplies on Aug 15th, today is Sep 25th.
Aug 15th ordered CPAP supplies. Order was not processed till Sep 5th after multiple inquiries.On Sep 5th the order was filled but not delivered till Sep 15th. When product arrived it was the wrong items. Returned wrong product next business day, C.S. indicated tracking for the correct product will be delivered on 9-23-2017. I called today, they cant find the order?
I would like to return all CPAP equipment. When I call local Rotech in Pasadena CA, they say to Call Sleep Central for all equipment issues. I called Sleep Central and they say call Rotech?
September 28, 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 09/26/2017.
Consumer's Complaint:
Unable to get supplies delivered in the past 40 days. I ordered supplies on Aug 15th, today is Sep 25th.
Aug 15th ordered CPAP supplies. Order was not processed till Sep 5th after multiple inquiries. On Sep 5th the order was filled but not delivered till Sep 15th. When product arrived it was the wrong items. Returned wrong product next business day, C.S. indicated tracking for the correct product will be delivered on 9-23-2017. I called today, they can't find the order?
Consumer's Desired Resolution:
I would like to return all CPAP equipment. When I call local Rotech in Pasadena CA, they say to Call Sleep Central for all equipment issues. I called Sleep Central and they say call Rotech?
Rotech's Response:
We have reviewed this matter and determined the delays were due to Mr. physician not including a signature date when he signed his order. Physicians must include a date with their signature for an order to be valid for the purpose of dispensing medical equipment and supplies. We contacted the physician's office each time to let them know the physician must include the date he is signing the order. We received the order correctly signed and dated by the physician after four (4) unsuccessful attempts.
Later, Sleep Central was notified about an incorrect item that shipped in error. We immediately sent out a call tag to pick up the incorrect item and shipped him the correct item. A supervisor with Sleep Central also spoke with Mr. on 09/26/2017 to discuss his concerns and frustration caused by the delay and incorrect item sent. We apologize for the problems Mr. experienced and we believe he should not have any problems receiving his supplies timely going forward.
Please let us know if you have additional questions about this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received my medical supplies. Even if Rotech indicated they shipped on 9-5 today is 9-28 and to date do not have medical supplies.
October 19, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Erika Plak
Sent Via Revdex.com Website Upload
Re: Case #: ***
Dear Ms. P:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 09/29/2017.
Consumer's Rebuttal:
Still have not received my medical supplies. Even if Rotech indicated they shipped on 9-5 today is 9-28 and to date do not have medical supplies.
Rotech's Response:
Rotech finds Mr. has received 2 nasal masks for his PAP device since submitting his rebuttal. Mr. stated the mask received on 9/29/2017 was damaged in transit. We have since shipped another mask which we show delivered via FedEx on 10/03/2017. We have had no further contact with Mr..
We have also initiated an investigation with FedEx regarding the damaged shipment received on 09/29/2017. We apologize for any inconvenience this may have caused Mr..
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
NOT WORTH ANYTHING....I am on oxygen and my machine quit 2 days ago. I called the local In
dianapolis office for help. I called 4 times and rcvd a recording that they would call back and never did. I gave up and called and FINALLY got ahold of someone and the person said that I had a kink in my hose and to check it and call back if there were any more problems. There was no kink in the line. I called back and went through the same problem. No one called me back. I called my Dr to try and they got the same run around. He faxed paperwork over to get ahold of me ASAP. I am still waiting....tick tock..tick tock. I am gettting another company.
I received a CPAP mask Amara view mask so LG received July 27, 2017. The mask isn t working I don t know if it is old or not. I had this mask in the past and it didn't t fit or I had problems with. The mask seem like it has a hold in it or something it don t fit right. I can t use it. I would like to get the Mirage Outtro mask as Med. ASAP
Other (requires explanation) I would like a new mask I would like the Mirage Quattro size Med . I need this new mask ASAP.
September 22, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena Critton
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 09/21/2017.
Consumer's Complaint:
I received a CPAP mask Amara view mask so LG received July 27, 2017. The mask isn't working I don t know if it is old or not. I had this mask in the past and it didn't t fit or I had problems with. The mask seem like it has a hold in it or something it don t fit right. I can't use it. I would like to get the Mirage Quattro mask as Med. ASAP
Consumer's Desired Resolution:
I would like a new mask I would like the Mirage Quattro size Med . I need this new mask ASAP.
Rotech's Response:
Ms. received her current mask on 07/27/2017. She contacted our office on 09/18/2017 and requested a replacement mask (different size). We did not refuse to provide her a mask, but our representative informed her that insurance would only cover one (1) mask every three (3) months and she is not due a new mask until October 2017, unless she is willing to pay out of pocket.
Please let us know if you have additional questions regarding this matter.
Respectfully submitted,
Jamie M
Compliance Manager
Never use this place! After being put off numerous times for a cpap machine(either because their respiratory therapist was on vacation , for some reason they could not schedule a future appointment for the therapist and I was not available around Labor Day ) then when I was finally scheduled to come into their office to get cpap set up, (I was instructed to call Tuesday the day after Labor Day to confirm the Friday appointment we made) I was told the therapist would not be at the Richmond location! Tony said they could mail the cpap machine to me? I had been told by the Dr's office that a respiratory therapist would need to set the machine by Dr's orders and choose the correct mask so obviously they would do anything to make a sell! I let Tony know how I felt being put off and waiting over a month. Of course RESP-NO CARE started calling after I hung up and wanted to see what they could do then for me! I called my Dr's office to see if I could use another med supply co. and they sent info to another co. Dr's office faxed request to Cloud med supply. When Dr's office called resp-NO CARE they were told by Tony that they had already set me up! A BLATANT LIE! So the Dr's office called Cloud and told them I had been set up and to tear up the Dr's orders!! After waiting for what seemed like many months and exhausted, I called insurance company to see if anything had been sent in. I was approved in early August! So I called Dr's office and was told what RESP-NO CARE had done, and Cloud contacted me, instead of me calling and searching for help and set me up with in 2 days! STAY AWAY FROM RESP-NO CARE AND CALL CLOUD in London/Corbin Ky AND THEIR AFFILIATE RESPIRATORY EXPRESS in Irvine Ky. A bigger company such as ROTECH /RESP-NO CARE isn't anywhere near dealing with a smaller company (Cloud/AFFILIATE RESPIRATORY EXPRESS that cares about people and referrals for future customers. This company will have you set up in less then a week. NO STARS!!!
My doctor decided I do not require oxygen and never have, so she wrote this company a letter telling them to please come and take the oxygen machine and oxygen tank back. A nice lady from the Apple valley location came and took the equipment and gave me a receipt. I continued to get a bill for the copay of the unit and I called Rotech 3 months in a row and they told me they would stop sending billings. Unfortunately they are continuing to do so. I called in September 2017 and was on hold for 30 minutes and then cut off by an automated machine. I then called the Apple Valley Minnesota location and also was on hold for 30+ minutes and eventually cut off. In March 2017, I spoke with someone at the billing number and was told my account no longer exists and I will not be billed again, however every month since then I have received a bill for the co-pay Finally, I went to the website and stated my complain and am currently waiting for a response from them. I will send you an update, if I ever get a response.
Product_Or_Service: O2 portable unit and O2 tank
Order_Number: FACS#***
Account_Number: Account#
Other (requires explanation) I would like a confirmation from the business that they understand the problem, and also a stop to the invoices for equipment that i do not have and was returned
October 17, 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 09/18/2017.
Consumer's Original Complaint:
My doctor decided I do not require oxygen and never have, so she wrote this company a letter telling them to please come and take the oxygen machine and oxygen tank back. A nice lady from the Apple valley location came and took the equipment and gave me a receipt. I continued to get a bill for the copay of the unit and I called Rotech 3 months in a row and they told me they would stop sending billings. Unfortunately they are continuing to do so. I called in September 2017 and was on hold for 30 minutes and then cut off by an automated machine. I then called the Apple Valley Minnesota location and also was on hold for 30+ minutes and eventually cut off. In March 2017, I spoke with someone at the billing number and was told my account no longer exists and I will not be billed again, however every month since then I have received a bill for the co-pay Finally, I went to the website and stated my complain and am currently waiting for a response from them. I will send you an update, if I ever get a response.
Consumer's Desired Resolution:
I would like a confirmation from the business that they understand the problem, and also a stop to the invoices for equipment that I do not have and was returned.
Rotech's Response:
Rotech has reviewed this matter and determined Mr. was delivered oxygen on 01/12/2017 per his physician's order. We received a discontinuation order form his physician on 07/27/2017. We picked up Mr. oxygen and supplies on 08/02/2017.
Mr. has a balance on his account of $90.30. All charges incurred were prior to receiving the order to stop Mr. oxygen therapy. We show Mr. spoke to a representative at our Patient Accounts Department on 09/26/2017 and was advised these charges are valid. We do not have record of him calling in March 2017.
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.)
The Doctor who assigned the oxygen therapy was a Hospitalist in st. Josephs hospital, not my primary care Dr. I was in a TCU at the time and could not reach my Dr. to cancel the oxygen. When I left the TCU I went to my Dr's office and confronted her on the oxygen and she said I did not need it. She wrote a letter to Rotech to take the equipment back. It was never used and was returned and I will not pay for something I never used. This was explained to Rotech but they are not believing the facts in this case
(The consumer indicated he/she ACCEPTED the response from the business.)
October 23, 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 10/18/2017.
Consumer's Rebuttal:
The Doctor who assigned the oxygen therapy was a Hospitalist in st. Josephs hospital, not my primary care Dr. I was in a TCU at the time and could not reach my Dr. to cancel the oxygen. When I left the TCU I went to my Dr's office and confronted her on the oxygen and she said I did not need it. She wrote a letter to Rotech to take the equipment back. It was never used and was returned and I will not pay for something I never used. This was explained to Rotech but they are not believing the facts in this case
Consumer's Desired Resolution:
I would like a confirmation from the business that they understand the problem, and also a stop to the invoices for equipment that I do not have and was returned.
Rotech's Response:
Rotech has reviewed Mr. account again and we have confirmed we did not receive a discontinuation order, or any correspondence from Mr. primary care physician until 07/27/2017. The physician treating Mr. during his hospital stay ordered the oxygen and also signed a Certificate of Medical Necessity on 2/02/2017.
As previously stated, Mr. has a balance on his account of $90.30. All charges incurred were prior to receiving the order to stop Mr. oxygen therapy.
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
I received pre-authorization from United Healthcare for a CPAP machine in 2016 for my husband, *** dob 11/3/1973. The sleep apnea doctor sent an order over to Rotech to issue one. They issued one but then are submitting fees into UHC for 'rent' of this CPAP and then charging us a monthly fee. This CPAP is a straight purchase. Then they sent incorrect filters to us and turned around and charged us for them. I have been in contact with them for 10 months now and still no resolution. I've attached the EOB, correspondence & recent invoice.
Product_Or_Service: CPAP machine
Account_Number:
Billing Adjustment Every charge needs to be taken off and an invoice sent with the zero balance showing.
September 28, 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 09/14/2017.
Consumer's Complaint:
I received pre-authorization from United Healthcare for a CPAP machine in 2016 for my husband, *** dob 11/3/1973. The sleep apnea doctor sent an order over to Rotech to issue one. They issued one but then are submitting fees into UHC for 'rent' of this CPAP and then charging us a monthly fee. This CPAP is a straight purchase. Then they sent incorrect filters to us and turned around and charged us for them. I have been in contact with them for 10 months now and still no resolution. I've attached the EOB, correspondence & recent invoice.
Consumer's Desired Resolution:
Billing Adjustment Every charge needs to be taken off and an invoice sent with the zero balance showing.
Rotech's Response:
We have reviewed this matter and determined the representative who was corresponding with Ms. provided incorrect information and failed to follow through to resolve the account. Our contract with their insurance requires that the device must rent for the first 90 days and if the patient is using the device and meets the insurance compliance requirements, then they will purchase. We have counseled our employee and provided additional training to ensure this issue does not happen going forward.
Since Ms. was provided incorrect information we are adjusting off any remaining charges for the PAP device and consider it purchased, paid in full. The only charge that was still outstanding was for a replacement CPAP mask. However, as a gesture of good customer service for any stress and inconvenience caused, we are also adjusting off the charge for the replacement mask. The account balance is zero ($0.00).
Please let us know if you have additional questions about this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
THANK YOU!!!!!!!!!!!!!!!!
I am a 97 year old lady who is switching oxygen companies and said company will not pick up my old equipment because my request was perceived as rude.
Medicare finally covers my oxygen supply. They contracted through Apria and I received my new equipment. The previous equipment is from Preferred Homecare in Santa Fe, NM. I contacted them to come pick up the equipment, and was informed that they were bought out by Major Medical. My part time caregiver, Candice W called and asked them to come pick up the equipment. She expressed that they have to come at a specific time of day so that she is there to assist me with the return. They showed up to pick up the equipment while my caregiver was not with me. I asked the delivery driver to explain the return 'contract' to me, to which he said he didn't have time to do that. He also told me he would come back early the next morning (when my caregiver is here) to do the return. My caregiver called them on that Friday mid-morning and was told they would call her back. Several minutes passed, and she received a call from the driver's manager who said I was "beligerent" and that he did not feel comfortable in the situation. At that point, the manager stated that she would not put her overworked driver in an uncomfortable situation like that. The only option I have is to return the equipment myself, to which this is very difficult. All I requested is that if he would not read the return contract to me, that he would have to wait until my caregiver was available. I do not believe I should have to physically return the equipment myself, to which I am honestly unable to do. There should be allowances made for the elderly and disabled. He acted like he had never been asked to read a contract to anyone before. He also made the statement that he could only wait 5 minutes, he was very overworked. I am fearing a large bill soon for equipment that I have not used since July.
I would like someone to come get the equipment so that other people can use them. I am just physically unable to do so. There is a 4 hour window of time when my caregiver is here, and it should not be so difficult to schedule a time. The driver reported incorrectly to their manager, and now I am looking like the bad guy.
September 28, 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 09/14/2017.
Consumer's Complaint:
I am a 97 year old lady who is switching oxygen companies and said company will not pick up my old equipment because my request was perceived as rude.
Medicare finally covers my oxygen supply. They contracted through Apria and I received my new equipment. The previous equipment is from Preferred Homecare in Santa Fe, NM. I contacted them to come pick up the equipment, and was informed that they were bought out by Major Medical. My part time caregiver, Candice W called and asked them to come pick up the equipment. She expressed that they have to come at a specific time of day so that she is there to assist me with the return. They showed up to pick up the equipment while my caregiver was not with me. I asked the delivery driver to explain the return 'contract' to me, to which he said he didn't have time to do that. He also told me he would come back early the next morning (when my caregiver is here) to do the return. My caregiver called them on that Friday mid-morning and was told they would call her back. Several minutes passed, and she received a call from the driver's manager who said I was "beligerent" and that he did not feel comfortable in the situation. At that point, the manager stated that she would not put her overworked driver in an uncomfortable situation like that. The only option I have is to return the equipment myself, to which this is very difficult. All I requested is that if he would not read the return contract to me, that he would have to wait until my caregiver was available. I do not believe I should have to physically return the equipment myself, to which I am honestly unable to do. There should be allowances made for the elderly and disabled. He acted like he had never been asked to read a contract to anyone before. He also made the statement that he could only wait 5 minutes, he was very overworked. I am fearing a large bill soon for equipment that I have not used since July.
Consumer's Desired Resolution:
I would like someone to come get the equipment so that other people can use them. I am just physically unable to do so. There is a 4 hour window of time when my caregiver is here, and it should not be so difficult to schedule a time. The driver reported incorrectly to their manager, and now I am looking like the bad guy..
Rotech's Response:
We have reviewed this complaint and reached out to our local office to have the equipment picked up as requested. Our local office reported that on Monday, September 25, 2017 our technician went to Ms. home to pick up our equipment. The technician said Ms. told him she had already returned the equipment to our office. Our office has no record of the equipment return. The office asked Ms. for a copy of the ticket showing the return, but she claims she does not have one. I reached out to Ms. today via email to confirm the information reported by our local office and to find out when she returned the equipment
In order to resolve this complaint, we need Ms. to provide us with the name, address and phone number where she allegedly left our equipment. Our goal is to work with Ms. to recover our equipment and resolve this complaint. However, if we are unable to recover our equipment, Ms. will be financially responsible for the full replacement cost.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent a reply email to the Compliance Manager, along with the return receipt to the Major Medical office, which is part of the Rotech company. The email explains exactly what happened, including dates, when the delivery driver refused to read the return contract to a visually impaired 97 year old woman back on August 24th. I refused to give the equipment to him at that time because I had no idea what the papers said. He told me he would return the next day (which he did not). My caregiver was then contacted by the delivery driver's manager and told that we would have to personally bring the equipment in (which we did on September 14th). Now, 11 days after we took it back, a delivery driver shows up to pick up the equipment again? My caregiver took the equipment to Major Medical, 1549 6th St C, Santa Fe, NM 87505 Phone: (505) 989-9504
This is where we were instructed to take the equipment back to. The receipt is attached.
October 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 09/29/2017.
Consumer's Rebuttal:
I have sent a reply email to the Compliance Manager, along with the return receipt to the Major Medical office, which is part of the Rotech company. The email explains exactly what happened, including dates, when the delivery driver refused to read the return contract to a visually impaired 97 year old woman back on August 24th. I refused to give the equipment to him at that time because I had no idea what the papers said. He told me he would return the next day (which he did not). My caregiver was then contacted by the delivery driver's manager and told that we would have to personally bring the equipment in (which we did on September 14th). Now, 11 days after we took it back, a delivery driver shows up to pick up the equipment again? My caregiver took the equipment to Major Medical, 1549 6th St C, Santa Fe, NM 87505 Phone: (505) 989-9504
This is where we were instructed to take the equipment back to. The receipt is attached.
Rotech's Response:
Rotech has determined Ms. equipment was returned to our office but was not immediately logged. Our records have been updated with the correct date of return of 09/14/2017. We apologize for any inconvenience and appreciate Ms. working with us to resolve this matter.
Please let us know if you have any further questions regarding this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
I had stopped supplies from Rotech 7 mths ago My bill was about 400.00 I was paying on it then in july they raised it to 599.00??
I had gotten supplies from (Hooks Medical) a company of Rotech here in Ohio and I returned supplies and they began billing me about 400.00 for the supplies and cpap rental I had used so I was paying it down and was at a balance of like 380.00 and then I got a new bill in July saying I owed 599.17 I called and asked why my bill had Jumped clear up to 599.17 because it had been 7 months since I stopped using Rotech an the customer service lady said they had forgot to add some stuff on my bill which I find ridiculous it should have been added to my bill like 7 months ago not 7 months later cause they forgot .
Billing adjustment back to what I originally owed before July the 380.00
September 25, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Erika Plak
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms. P:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 09/14/2017.
Consumer's Complaint:
I stopped supplies from Rotech 7 months ago. My bill was about 400.00 I was paying on it then in July they raised it to 599.00? I had gotten supplies from (Hooks Medical) a company of Rotech here in Ohio and I returned supplies and they began billing me about 400.00 for the supplies and CPAP rental I had used so I was paying it down and was at a balance of like $380.00 and then I got a new bill in July saying I owed %599.17. I called and asked why my bill had jumped clear up to 599.17 because it had been 7 months since I stopped using Rotech an the customer service lady said they had forgot to add some stuff to my bill which I find ridiculous it should have been added to my bill like 7 months ago not 7 months later cause they forgot.
Consumer's Desired Resolution:
Billing adjustment back to what I originally owed before July the $380.00
Rotech's Response:
We have reviewed this matter and determined that the amount due increased after we were notified by his insurance carrier that the claims were applied to his deductible. Mr. should have received an explanation of benefits (EOB) statement from his insurance carrier showing his responsibility. The balance due of $599.17 is correct. Please let us know if you have additional questions about this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
This company is absolutely awful to work with specifically the Windsor CT location, located on 625 Day Hill Rd. I'm a home health therapist and there have been many times where an item(s) has been ordered and NOT delivered. Despite calling many times and the representative stating the order has been delivered, it never was! Multiple patients waiting on equipment for MONTHS! Unacceptable, I'm hoping this company does not bill Medicaid or Medicare and stating they delivered items when they really haven't. Unfortunately, this company is the only Medicare approved vendor near me. My next step is to contact Medicare/Medicaid if this issue does not get resolved. Medicare/Medicaid should drop their contract with this business. Worst medical vendor I have EVER worked with and there are some pretty bad ones out there! I would give 0 stars if I could.
My husband and I began purchasing CPAP supplies from Rotech in 2015. Since that time, we have continually received billing statements indicating we owed additional money when in fact we did not. Their billing practices are horrible. If you use Rotech, I strongly recommend you review every bill to your insurance payment to verify if you do, indeed, owe money. Our experience has proven that we did not not owe them beyond what insurance paid. I'm tired of this and am taking my business elsewhere.
WARNING DO NOT DEAL WITH ROTECH.
They are dishonest and keep OVER BILLING my insurance and ignoring my correspondence. I have called them many times to straight this out, but they continue their billing. Customer service is not helpful and very nasty.
Total lack of assistance to get their equipment out of my house.
The company provided oxygen equipment for a short time for me to try. Due to the excessive noise of their equipment the trial ended early, but they won't remove their equipment from my house and they will not answer their phone or return my phone calls when I leave a message.
Remove their equipment from my home.
September 14, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena C
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 08/24/2017.
Consumer's Rebuttal:
Total lack of assistance to get their equipment out of my house. The company provided oxygen equipment for a short time for me to try. Due to the excessive noise of their equipment the trial ended early, but they won't remove their equipment from my house and they will not answer their phone or return my phone calls when I leave a message.
Rotech's Response:
Mr. contacted our office on 05/22/2017 and requested pickup of his equipment. This equipment is being supplied under a contract with the Veteran's Administration that requires a discharge order before we can pick up. Our office informed Mr. to contact the VA to have them send us a discharge order to pick up. Mr. contacted our office again on 06/01/2017 requesting pickup of his equipment. Our office again asked that he contact the VA to let them know. He also had the option of returning the equipment to our office and sign a form releasing us from liability for removing his equipment against medical advice. He said he would bring the equipment with him the next time he was in town (06/08/2017) and drop it at our office. Mr. did not return the equipment on 06/08/2017. Our office contacted him on 09/13/2017 and have schedule the pickup for the next time we are in that area (09/25/2017). Mr. informed our staff he was not sure he would be available. We encourage Mr. to work with our local office to return the equipment. Please let us know if you have questions or need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disabled and unable to drive so have to rely on others for transportation and therefore cannot provide transportation for their equipment. When transportation is available I try to help, but that is rare. I contacted VA and requested the order to be discontinued, but there seems to be a problem with communication between the VA and Rotech. Rotech expressed no interest in assisting with resolving this problem. I am still storing their problematic equipment.
September 19, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena C
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 09/19/2017.
Consumer's Rebuttal:
On September 14, 2017, the consumer provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disabled and unable to drive so have to rely on others for transportation and therefore cannot provide transportation for their equipment. When transportation is available I try to help, but that is rare. I contacted VA and requested the order to be discontinued, but there seems to be a problem with communication between the VA and Rotech. Rotech expressed no interest in assisting with resolving this problem. I am still storing their problematic equipment.
Rotech's Response:
We have reviewed Mr. rebuttal information and apologize for the problems he experienced trying to get our local office to pick-up our equipment. It has been scheduled for Monday, September 25, 2107. Please let us know if you need further assistance.
Respectfully submitted,
Jamie M
Compliance Manager
Sent supplies I did not order and one shipmen7i did not receive . Would not adjust bill for missing get supplies and overcharge for the items . Insurance company said they overcharged by hundreds of dollars
Product_Or_Service: Clap supplies
Other (requires explanation) Adjust bill and never contact me again.
August 30, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena C
Sent Via Revdex.com Website Upload
Re: Case #***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 08/21/2017.
Consumer's Original Complaint:
Sent supplies I did not order and one shipment I did not receive. Would not adjust bill for missing supplies and overcharged for the items. Insurance company said they overcharged by hundreds of dollars.
Consumer's Desired Resolution:
Remove all billing charges to me and accept return of merchandise I did not order.
Rotech's Response:
Rotech removed the charges for date of service 02/22/2017 as patient had moved and package was left on porch. Also, as requested we have removed Mr. from our resupply program or call system.
We apologize for any inconvenience this issue may have caused Mr..
Respectfully submitted,
Jamie M
Compliance Manager
improper billing of items I did not order nor did I receive. Also abrogated agreement to not allow refund after 72 hours even though I did not reciev
Recieved package of items I did not order. I had ended relationship with company in Nov of 2016. they did not record my ending. sent items I did not order in Feb of 2017 that I did not receive. sent another package in May of 2017. It arrived in June of 2017. First I was aware of situation. Tried to refund package they would not take. Billed be for packages I did not receive in Febr that I was unaware of. Will not drop charges. will not take items back.
remove all billing charges to me and accept return of merchandise I did not order.
August 30, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena Critton
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 08/21/2017.
Consumer's Original Complaint:
Sent supplies I did not order and one shipment I did not receive. Would not adjust bill for missing supplies and overcharged for the items. Insurance company said they overcharged by hundreds of dollars.
Consumer's Desired Resolution:
Adjust bill and never contact me again.
Rotech's Response:
Rotech removed the charges for date of service 02/22/2017 as patient had moved and package was left on porch. Also, as requested we have removed Mr. from our resupply program or call system.
We apologize for any inconvenience this issue may have caused Mr..
Respectfully submitted,
Jamie M
Compliance Manager
Company refuses to honor a five year warranty as stated in the equipment manual,says only will warrant for one year.
Friday, August 11, 2017
***
In January 2016 my Doctor prescribed a Nebulizer to treat my COPD (Chronic obstructive pulmonary disease).
The Rite-Neb 4 Nebulizer Compressor equipment was provided by Hook's Oxygen & Medical Equipment, Div of Rotech Healthcare, 5201 Park Emerson Dr., Indianapolis, IN 46203. I assume this was billed to Medicare (I didn't pay anything for it).
Approximately one and one half year later on July 31, 2017 my Nebulizer stopped working.
I called Hook's Oxygen & Medical Equipment, notified them and Hook's said my Nebulizer was only in warranty for One year and a new one would cost me $62, I ordered one and paid $62.
After talking to Hook's I found my manual for the Rite-Neb 4 Nebulizer Compressor and found it stated that the equipment was warranted for Five years. My manual also stated "For warranty service, please have your dealer contact Probasics during normal business hours. Upon receiving notice of an alleged defect in a product, Probasics will issue a serialized return authorization."
I called Hook's back and pointed out to them that the manufacture stated the warranty on this equipment was Five years. Hook's again said they only warranted the equipment for One year and I could call the manufacture.
I called the manufacture/distributer, ProBasics, 15 S. Main Street, Marlboro, NJ 07746, they said the unit was in fact warranted for Five years and Hook's should call them.
I called Hook's back, told them the manufacture stated the Nebulizer was in fact warranted for Five years and suggested Hook's contact them. Hook's stated again that they only warranted the equipment for One year, and they were kind of vague on whether they would or wouldn't call ProBasics.
I paid the $62 and haven't heard from Hook's since.
Can Hook's Oxygen & Medical Equipment arbitrarily announce that they will only honor a five year warranty for one year?
Business to honor five year warranty as stated in manual for equipment and refund my $62.
August 28, 2017
Revdex.com of Central Florida
1600 South Grant St.
Longwood, FL 32750
Attn: Sabrena C
Sent Via Revdex.com Website Upload
Re: Case # ***
Dear Ms. C:
Rotech Healthcare Inc. ("Rotech") submits this letter in response to your email dated 08/16/2017.
Consumer's Original Complaint:
Company refuses to honor a five year warranty as stated in the equipment manual, says only will warrant for one year. Friday, August 11, 2017 Harvey M ***. In January 2016 my Doctor prescribed a Nebulizer to treat my COPD (Chronic obstructive pulmonary disease). The Rite-Neb 4 Nebulizer Compressor equipment was provided by Hook's Oxygen & Medical Equipment, Div of Rotech Healthcare, 5201 Park Emerson Dr., Indianapolis, IN 46203. I assume this was billed to Medicare (I didn't pay anything for it). Approximately one and one half year later on July 31, 2017 my Nebulizer stopped working. I called Hook's Oxygen & Medical Equipment, notified them and Hook's said my Nebulizer was only in warranty for One year and a new one would cost me $62, I ordered one and paid $62. After talking to Hook's I found my manual for the Rite-Neb 4 Nebulizer Compressor and found it stated that the equipment was warranted for Five years. My manual also stated "For warranty service, please have your dealer contact Probasics during normal business hours. Upon receiving notice of an alleged defect in a product, Probasics will issue a serialized return authorization." I called Hook's back and pointed out to them that the manufacture stated the warranty on this equipment was Five years. Hook's again said they only warranted the equipment for One year and I could call the manufacture. I called the manufacture/distributer, ProBasics, 15 S. Main Street, Marlboro, NJ 07746, they said the unit was in fact warranted for Five years and Hook's should call them. I called Hook's back, told them the manufacture stated the Nebulizer was in fact warranted for Five years and suggested Hook's contact them. Hook's stated again that they only warranted the equipment for One year, and they were kind of vague on whether they would or wouldn't call ProBasics.
I paid the $62 and haven't heard from Hook's since. Can Hook's Oxygen & Medical Equipment arbitrarily announce that they will only honor a five year warranty for one year?
Consumer's Desired Resolution:
Business to honor five year warranty as stated in manual for equipment and refund my $62.
Rotech's Response:
Rotech has reviewed this matter and determined that Mr. should not have been billed for a replacement device as it was still under warranty. We have re-educated our local office personnel to prevent this issue going forward and are issuing a refund to Mr. for $62.00. We apologize for any inconvenience this issue may have caused Mr.. Please let us know if you have additional questions related to this complaint.
Respectfully submitted,
Jamie M
Compliance Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company looking into this matter
For over a year I have been having billing issues with this company. Each time they assure me it was an oversight in accounting and we were straight. A few months later I received a new bill. the last one I received I went to the local office and sat with an account rep. she called the accounting office and I was assured that if I paid the bill (2nd one) that all would be square. Now I have received another bill. When does this end? Appears they can't get out of their on way. Sorry I got mixed up with with this company. I sure won't make this mistake again and I will try to convince my associates to not make the same mistake.