Rotech Healthcare Reviews (%countItem)
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Rotech Healthcare Rating
Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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Terrible service. Never called to set up CPAP, then never returned calls, messages left, Doctor left a message, Supervisor at Sleep Central left a message but she did not call back either to see if problem resolved.
I hate this company. Been told 3 times now that the bill I paid was going to be the last bill for my "Rental" equipment. Somebody needs to do something about this company.
Horrible customer service. Horrible company.
Here's the letter I had to send to them this morning.
For some reason, last week, a shipment of supplies was delivered. Supplies that I never ordered. I refused delivery and asked to return the package to the sender.
A few days later, I received a phone call from someone saying he was calling from Rotech and was on his way to pick up my machine. I told him this was the first I had heard about it. He apologized and said that someone would call me to arrange to pick it up at another time.
On Friday afternoon, I received a threatening letter from Rotech claiming that "We have tried on multiple occasions to retrieve this rental equipment from you. However all attempts at recovering this equipment have proven unsuccessful"... The letter then goes on to accuse me of theft and threaten legal action.
Question that was never answered: Why, if you had been attempting to get back the c-pap machine, did you send me a big shipment of filters, hoses, etc just days before?
I called the local number on the letter first thing this morning, and spoke with Sherwood, who looked through my account and told me that someone had called and left a message on 3/27 (no, there was no message on 3/27). Then she told me a driver showed up on 3/28 to pick up the machine, and that I told him that I had gone back to the doctor and worked it all out and everything was fine, and refused to give him the machine. THAT IS A LIE!
I recounted the phone conversation above. Someone was supposed to call to make arrangements. Instead, I get this ugly, threatening letter.
The three people I spoke with on the phone while attempting to rectify the situation were all rude and incompetent as well. Sherwood, the first woman with whom I spoke, didn't even bother to offer an apology. When I asked to speak with a supervisor, she gave me the "corporate" phone number of 877-306-----. Except that number was wrong on two counts. It was 603, not 306 and, as the next person I spoke with informed me, that was NOT the corporate number.
That woman was Tamika, and when I asked to speak with a supervisor, she connected me to a recorded complaint line. I'm guessing you don't man that line because it must ring all the time.
I finally called back the local number to arrange to return your machine, and spoke with Natasha, according to her the manager on duty. She was condescending, obviously echoing the tone of the company, saying that they send these rude and threatening letters because it's the only way you get a response. I'm sorry that most people are jerks, but a reasonable communication that you wanted to arrange for the return of the machine would have been much more effective.
Instead, you have a horribly dissatisfied former client with too much time on her hands right now. So I'll be sharing my concerns with the doctor who works with you (hopefully they'll reconsider that arrangement in the future) as well as the Revdex.com and any place online where I can post my experience with Rotech. Shame on you.
Would not allow return of unneeded supplies and have turned account over to a collection agency
I received a shipment of CPAP equipment in May, but I hadn't been using my CPAP for quite some time. My invoice for Acct # shows the date of service as 5/21/19. I paid for the May shipment and called The Sleep Ce***nter as they were the ones who shipped the product. They told me to call CareCentrix, which I did, but they gave me the run-around and told me I had to call A-1 Medical Supply. I called them, but by then it was after hours and I had to speak to someone at their answering service. I advised them I wanted to discontinue any further shipments and was told they would give them the message.
In August I received another shipment. It arrived on a Saturday and, in keeping with their absolutely RIDICULOUS 3-day return policy, I called CareCentrix on Monday. I was informed that because they had no 'evidence' that I had called to discontinue shipments 30 days before the shipment date (another RIDICULOUS policy), that the products were not returnable!
When I received the bill from CareCentrix, I called them and told them that I still had the unopened package. I told them that I considered just writing Return to Sender on it and sending it back to them. The person I was speaking with told me that I could go ahead and do that, but they wouldn't adjust my bill! I said you mean to tell me I can return it to you and still pay for it? She said yes, that is correct. They have now turned my account over to a collection agency.
To top it off, I was going to start using the CPAP again, and using the hose that was sent in a previous shipment, I found out that they have been sending me the wrong hose all along!! I'm not sure why it was changed because they have been handling the equipment since I first got the machine.
I still have the unopened shipment and did everything 'required' of me to return it, yet they wouldn't accept the return. I certainly will not send it back to them so they can re-sell it and still expect payment. I would like this bill to be wiped off my account. I also think they should revisit their '3 day return' and '30 day advance notice" policies to be more realistic.
Hello
After reviewing Ms.' account, I see that Ms. has been a patient of Rotech since 2017. In 2018, Ms. Hess started receiving supplies through A-1 Medical. When Ms. signed paperwork at her set up, she signed acknowledging the return policies as well as the 30 day cancellation requirement for Routine Shipments(See attachment). The first note that we have on file about stopping shipments was after the August 2019 shipment arrived. Ms. was told that she would not be able to return the supplies per the 30 day cancellation policy. As far as billing goes, we do not bill nor collect from patients with Carecentrix insurance plans as Carecentrix works that side of things. Ms. says we have sent her to collections, that is something she will need to address with CareCentrix, NOT Rotech Healthcare. While reviewing the original complaint, we are somewhat confused by who Ms. was trying to contact to return items and discontinue Routine Ship as Carecentrix is mentioned a lot. Please note, that August shipment was the last time Ms. received supplies from Rotech Healthcare. Regarding Ms. receiving wrong supplies, these supplies can be exchanged for the correct but you MUST call within three days and obtain a Return Authorization number. In the case that the supplies were returned following company policies, the items would have been credited back to her account. Also note, if we have supplies returned back to Sleep Central that was not authorized, they are disposed of. In these cases, the balances are still the responsibility of the patient, per our policy that Ms. signed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
The first question I have is this: Do you remember a password you set up 2 years ago and never used again? I'm sure I have a copy, but I do not recall the posted form. That is a point I would like to make, but my complaint is that I DID call after receiving the prior shipment. I tried calling everyone I could think to call, starting with Sleep Central, CareCentrix, Rotech and finally with A-1. Each gave me the run-around, and after being told to call A-1 it was after hours. I did, however, speak with someone at their answering service. It appears this message was never received by A-1. The entire complaint is based on the fact that I did everything I was required to do but, because you have no 'proof' that I called, I am stuck with a bill for $348.23 which has now been turned over to a credit agency. Regarding your statement "supplies can be exchanged for the correct but you MUST call within three days and obtain a Return Authorization number.", as mentioned in my complaint, I had not been using the CPAP for quite some time and didn't need the supplies, I did not open the packages and, by the time I did, there was no way I could have made the 3-day requirement.
I was helped by a very efficient customer service representative name Penny. She was so knowledgeable and personable. She answered my question1s and gave me great instructions.
Please let her know she is doing a Great job!.
Lori M.
Okeechobee
The service representative Michael was very efficient, courtesy and knowledgeable. He was on-time, set-up the equipment quickly and explained all about my new oxygen concentrator to my satisfaction.
Terrible customer service. Scheduled a pick up last week for today and no one showed. When I called they told me a ticket was never put in for pick up!
Rotech is demanding equipment be returned before the 5 year contract with me expires June 24, 2020 as provided by medicare.
I received a letter dated 2/19/2020 from Rotech demanding that I allow them to come to my home to pickup their valuable medical equipment that they have made repeated efforts to retrieve. They say I have broken the Terms of the Agreement. The Medicare plan is a 5 year agreement beginning 6/24/2015 and ending 6/24/2020 with me. They are also accusing me of civil theft and a bill for $2,900.00, if I do not allow them to pick up the equipment or pay the bill. They also threatened to hire a repossession agency to pick up the equipment and send a notice to all credit agencies. Rotech is breaking the contract that does not expire until June 24, 2020
Allow the contract to terminate on June 24, 2020 and they are free to pick up their equipment.
Upon further review, it looks as if a pickup ticket was created in error when we meant to create a maintenance ticket. The pending pickup was never cleared after they voided the pickup ticket so it was confirmed as lost per our processes. Once the ticket was confirmed as lost, the patient received an invoice for the full cost of his equipment. The Billing department will get Mr. equipment billing again to the insurance. Resuming billing on the equipment will negate the invoice that the patient received and will move forward to a recertification date of June this year.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand what they are saying I need to do. There is no further billing to medicare or my insurance the last two years which ends in June 2020 is Rotech's responsibly and further more Rotech removed all of their equipment from my property
March 04, 2020 which left me in a life threatening situation that I have not fully resolved yet.
After further review, the equipment is being redelivered to the patient ASAP and we will get the billing figured out to where it is necessary.
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was not resolved in a timely manner so I forced to make other arrangements for my oxygen therapy needs.I submit to you that the case be closed with an unacceptable resolution. Thank you
CPAP supplies HAVE TO be ordered through SleepCentral. There is no other vendor. For the second time in two years, a supply order is being unnecessarily delayed by SleepCentral. They say they haven't received documentation from the doctor's office, but I have confirmed with the doctor's nurse that she responded to SleepCentral's request. We should have received the supplies by now, which include NEEDED filters for the machine. Instead, I am told a message is being passed along to another department to evaluate the documentation. I have made ten phone calls within the past week and I am not getting any details on why this order is being delayed.
Product_Or_Service: CPAP supplies
Other (requires explanation) We are only allowed to order supplies within a certain time frame, and the quantity we are allowed to order is limited, because Medicare does not allow patients to have EXTRA supplies on hand. Therefore, SleepCentral has an OBLIGATION to process orders TIMELY and make extra effort if necessary to obtain needed documentation. We should have received the supplies by now (2/26/20) as the order was placed 2/10/20.
Upon review of the account, it appears that our inbound call center escalation team has worked to get the order pushed through & the order shipped on 02/28/2020.
Tracking information for this date of service shows the order was delivered on 03/01/2020.
I stopped using equipment. Was told Rotech would pick up & I wouldn't be charged for non-use. Charged over $800. Sent to collections.
Global Patient ID#*** First complaint: I was on a payment plan for equipment, my HSA account was messed up and I missed my 2nd or 3rd payment by one day. I was told over phone by rep that I had to "start again at a zero balance" because I missed a payment. I argued with the rep and hung up because I had already paid over $100 on the balance. When I called the Louisville office, I was informed that the rep was incorrect and that everyone laughed when they listened to the conversation.
I continued use and was still charged. Second complaint: One month later, I stopped using sleep equipment due to ineffectiveness. Called Rotech to ask about returning product. I was told that I could bring it to them or they could come and pick it up. I set up a pick-up and they never came (they went to my house, not my office, even though I was specific). When I called to complain, they said I could just drive it over to the office. When I asked if I was going to be charged for the days of non-use, I was told: "YOU WILL NOT BE CHARGED, WE CAN LOOK UP YOUR LAST DATE OF USE BY THE MICROCHIP IN THE MACHINE AND CHARGE YOU FROM THAT DATE." So, knowing this, I lacked on taking it back for months because I am busy person. During this time, I kept getting bills for use. I kept calling and saying I wasn't using it, and I was told that I wouldn't be charged. Finally, I set up a date to have the device picked up. Again, they went to the wrong address. Two days later, they came to my work to pick it up. I swear that I don't remember signing anything, but they say they have my signature on the pick up receipt. After pick up, I kept getting bills for use during the time of non-use. When I called the main office and explained the situation, they checked the files and there was NO RECORD of any phone conversations. All had been deleted (please reference my earlier note of everyone laughing about my billing call). When I continued to argue, they said that I owed them hundreds of dollars but I disputed it. I was told by a rep that he would "look into it" and he would be back to me (this was at the Florida office). I never heard anything. Finally, in November, I received notification that my account had been turned over to a collections agency in some other state for over $840. When I called to complain, I lost my cool because Rotech told me I had no case because there was no documentation. I waited a week and then called back and calmly explained my situation again. The lady on the phone this time looked into it and found the notes from the guy who was "looking into it" and she said, "yeah, he doesn't work here anymore and never did anything anyway." She told me she would do what she could, but that they were "too busy" and she probably couldn't get back to me. I have not heard anything in over a month. And while all this was happening...after I had been sent to collections, CLEARLY KNOWING THAT MY EQUIPMENT WAS RETURNED, I STILL RECEIVED A BILL FOR USE. When I talked to the last woman, she said she could "turn that function off for me." If this isn't shady practices, I don't know what is. Currently, I made a payment plan with the collection office for $40 a month until I hear from you. Please, help me out.
I would like the debt to be cleared. I will happily pay for the service time that I used the product (three months), but I should not be charged or sent to collections for something I didn't use or do wrong.
Upon further review of Mr. account, I found where the patient called in and stated that he was not using the machine and to come pick it up in April of 2019. Prior to that, Mr. was initially set up in June of 2018. He finished his compliance period in the required 90 days. Between the completion of his compliance and his call in April 2019 to request his PAP to be picked up, there are no notated calls from the patient. PAP Supplies were sent to the patient twice in that time frame and never returned, Mr. opted to keep them. Regarding the patient being told that we would back date his usage per what the micro-card said, we apologize for any confusion but that is not a practice of Rotech. Once a patient is deemed compliant, Rotech is no longer required to monitor a patient's usage nor do we continuously monitor one's usage. Saying this, we would refund any charges after we were notified of not wanting the PAP device any longer. The amount due that has gone to Collections is your co-insurance responsibility as well as deductible amounts that became Mr. responsibility after the beginning of the year. To date, the patient has paid $142.67 on his account. Addressing the payment plan, once a payment plan misses a payment the plan becomes null and void. The amount paid still gets paid towards the account. In this case, a new payment plan would need to be initiated in the system.
(The consumer indicated he/she DID NOT accept the response from the business.)
The that the business has no recored of my calls is bogus and demonstrates the shady nature of Rotech. Furthermore, I did not "opt to keep" the equipment that was sent to me. I returned it, along with the machine on the same day that no one seems to have record of at Rotech, because they are a shady, dishonest corporation who is clearly lying. I will be attempting to address a human at the Rotech office in Louisville. I know they exist, even if they do not answer phones or have any recordings of our conversations.
I Left message yesterday and today and emailed and have received no response
I received a call Saturday saying my nebulizer was approved and to call Monday and ask for delivery on Wednesday. I left a message Monday and again today as well as an email and no response.
Receive my equipment
Upon further review of Ms. account, the location reached out to the patient on February 15th that the nebulizer was ready but had to leave a message. That day they spoke with the patient and the patient stated that they would come to the location to pick up the machine. On February 19th, the location called the patient again to try and schedule nebulizer set up. Ultimately the machine was supplied to the patient on February 25th. We apologize for any delay that the patient may have experienced from this. As a company, set ups can take extra time due to the location having to obtain and confirm certain information for billing requirements. Once again, we apologize for the delay in the matter but we are glad the patient was able to receive her equipment.
Auto supplies sent
I had to switch to Rotech after Baycare no longe took my insurance, I received equipment in good order with plenty of supplies, upon receiving my 1st billing statement (which I never paid a dime the entire time on Baycare) I was told they auto shipped supplies(which I didn't order) and had a balance, I've paid part but honestly felt very taken advantage of, returned their cpap equipment shortly after and continue to get harrasing phone calls on my cell and also letters to my home. I've made payment on this account in good faith but after this issue and a simalar issue my parents are facing with them in KY for machines sent home with my father after his major cancer surg. in March 18 I simply feel enough is enough
Take all charges for equipment and/or supplies off and send something showing I owe zero dollars.
Hello
Upon further review of Ms. account, the balance due is resulting from Deductible that the patient had remaining during the year of 2019. This balance can be paid off in a payment plan of up to 6 months if requested. We suggest contacting your insurance to discuss specifics regarding your deductible. As far as the allegations go of wrongful treatment and issues regarding Ms. parents, no identifying information was given for us to research this account nor has it been brought to our attention. If the patient would like us to look into her parent's account, please respond with that information and I will gladly research.
after 90 days,not happy with this company,rip off artists.
I Received my billing statement dated 1/14/2020. I didn't get credit for 2 checks paid to them on 11/29/19.I called their billing no help.
two payments made to Rotech (Orlando dept 59. PO BOX 850001, ORLANDO, FL
32885-0001.) DATED 11/29/2019 For 26.39 and 26.40. from ***. My current billing statement dated 1/14/2020, DID NOT SHOW MY 2 payments. I called *** and they confirmed checks were cashed. Then I called Rotech
Billing at ***.They could not find payments. ? They were no help.
My GLOBAL PATIENT ID# ***. *** confirmed payments were
made to correct billing Dept and address. And checks were cashed. 2 Months ago. Please I need your help in this matter. They need to send a new updated billing statement showing my payments.If not my next step is to go to small claims court.
SEND NEW BILLING STATEMENT SHOWING BOTH MY PAYMENTS.
Hello!
Upon further review of Mr. account, I was able to locate that his two payments of $26.39 & 26.40 were applied to Dates of Service 10/23, 11/22 and part of 11/23. The only part of the 11/23/2019 DOS that is remaining is the Modem Rental. The current billing statement that the patient received is correct and current. Please let us know if we can be of further assistance.
(The consumer indicated he/she DID NOT accept the response from the business.)
Rotech has yet to send me a billing showing my 2 payments that we're paid. Or credit to my account.
11/29/19 for 26.39. And
11/29/19. For 26.40.
I have 3 statements 12/19 & 1/14 & 2/14 none of these statements show my payments. Why ?
To their response they say the payments were. If so then send me a copy showing my payments. That's all I'm asking for. Thank you.
Hello
Mr. should have a print out of where his payments were applied in his email inbox shortly. Let us know if you are needing further assistance in this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a CPAP machine form FirstCare I was referred by my Doctor and was told that FirstCare would confirm my insurance coverage and call me after the confirmation was complete after being contacted by FirstCare I made an appointment to get the machine. When I arrived at their location I confirmed with their representative the cost of the machine and was told that my entire cost was covered with the exception of the copayment I made at the time. I remarked to him that the invoice showed a cost that was well in excess of what I was quoted on line for the same machine and he confirmed the the total cost was paid by my insurance and told me not to worry. I completed the paperwork I later received an invoice from First Care part of Riotech for $1402.12 in addition to the copayment. When I called to complain I was told it was my fault I could not return the machine and I must pay the bill I have called both Riotech and First Care with no result I feel the sale was completed with false representations
Product_Or_Service: CPAP machine
Order_Number:***
Account_Number:
Billing Adjustment I would like them to adjust the bill to the cost I was quoted on line or let me return the machine and receive a refund of the copayment
Upon further review of Mr. account, we see the past due balance that is being spoken about. When the patient was originally set up, he signed all legally binding forms which included the ultimate amount that he may have to pay due to insurance issues or bad debt. When Mr. was set up, the set up was done as a purchase which is the line item that was assigned to the $1330. This amount is an allowable amount that is submitted to insurance. Rotech receives back what the insurance sees as an billable amount that is set to their individually approved amounts. The amount due on your account is the amount that is resulting in your deductible remaining. When your insurance was ran prior to set up, you still had $1,979.88 remaining, this resulted in all items that were ran through insurance to be the patient's responsibility since the deductible had not been met yet. As We can not speak on what may or may not have happened in a conversation with the location but at no point is insurance coverage guaranteed. We never know what will result until we submit claims and receive the Explanation of Benefits. This is the same process you may run into at a Doctor's office as well. Pay co-payment up front, deductible to follow. Our systems allow us to collect what you owe as a co-payment up from and then once we get a response on the payment, it then transfers to the patient's responsibility.
Can't get supplies on time. Can't get the quantity of supplies I need. First bill received from company says I am past due.
This is my 2nd year as a customer. Last year, I only received 1 set of supplies that I had to make last the whole year. This year I have only received 1 set of supplies yet again, so I am stuck with dirty medical equipment again. Today I received a bill. This is the first bill I have received. It says I am 90 days past due. Why am I just now finding out about this? Why wasn't there a phone call.
I would like my supplies delivered on time. I would like clean supplies when I am supposed to get them so that I don't have to keep using dirty supplies. I would also like to be notified of anything I owe when I owe it. Not months later with the threat of collections. You have my phone number and address. I would like to be able to get my supplies without my insurance company having to spend weeks arguing with y'all.
Upon further review of Mr. account, it looks as if the account was on hold awaiting an insurance authorization, which resulted in a delay of supply reminder phone calls. The patient does have future reminders in the system for resupplies, allowing the orders to be placed when scheduled. The patient being on Routine Auto Ship will help resolve the shipping issues moving forward. The authorization is still required but will be worked in a different priority format. If at any time you have questions in general or on a specific order, please call Sleep Central for expedited assistance.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see how this is a resolution. Every time I talk to you y'all you blame delays on insurance. My insurance is not the problem. After I couldn't get things moving forward, I had my insurance company calling you, and they also had a heck of a time. Look how long it took just to get a response to this complaint. What is being done to ensure I get my supplies on time and we stop playing this blame the insurance game? If calling y'all worked, I would not be filing this complaint. This complaint exist because phone calls aren't working. Is there a different number that I can call to get reasonable support?
By putting you on routine auto ship versus what you have been on in the past, will guarantee that as long as authorization or physician order needs per the patient's insurance are met then your supply shipments will go out in a timely matter. We apologize for the issues that you ran into leading up until this complaint. As a company, we have to follow insurance requirements when creating the contract within our system as well as prior to supplying. In some cases, some insurances will not reimburse for services without prior authorizations. That being said, these are the times that we hold off on shipping to confirm everything is ready. In good faith, we are issuing a $75 credit towards your account balance. As stated in the previous response we have added you to Routine Auto Ship to prevent these issues in the future. But, in the case that you are needing supplies in the future and haven't received an auto ship call or email, know that you can order online or by calling Sleep Central.
This company is the reason our insurance is in such a mess. They called me every single day for a month to get me to order supplies. Then, near the end of December, they called and told me to order before the end of the year so I would not have to meet a new deductible after the first of January. So, I ordered. They did not place the order until January 6, leaving me with a bill of $404.00!! I can get my CPAP supplies at Amazon for less than half of what they bill me. I called and told them to NEVER contact me again. Rotech needs to be put out of business
I am getting double billed by ROTECH for much of the last year
I received bills and was paying regularly from ROTECH from Feb 2019 through today. I started to received bills from CareCentrix billing company for the same services in July 0f 2019 and on these bills it states service provider is ROTECH. I realized that I have been paying both for the same medical equipment. The website for CareCentrix lists both accounts - each with a different number but they are for the same medical service and different amounts. It seems the CareCentrix charges align with my insurance claims but I have been paying the ROTECH directly since the beginning. Attached are the statements from ROTECH and CareCentrix for ROTECH for Dec. Both of these I have paid. There are additional statements which I can provide if needed.
I expect the company to correct billing and refund all money paid.
After reviewing Mr. account, I do see that there were duplicate payments made to Rotech as well as CareCentrix. We apologize for any confusing that came out of this. When we work with CareCentrix, we are solely the supplier and we don't collect any type of payments from the patients. The only way that this is processed correctly is how one inputs the insurance into the system. We can not speak as to how this was entered incorrectly specifically for Mr. account, but we do see this is a great place for us to insert further training on insurance entry. Specifically looking at Mr., a credit was issued to the patient's profile minus the charges that were disputed and removed as charge-backs. As of today, a rush refund payment has been issued to the patient and they shall receive it within the next 10-14 days. Moving forward, if confronted about a payment up front, we strongly suggest double checking with CareCentrix to confirm that this is required.
Longview ofc refused supplies & help with Cpap for 3 months.LRH admitted me for HEART problems as direct result. Rude & still no help & now lies!!!
Early 2019 Rotech- Longview stopped supply delivery after I complained about wrong & unneeded deliveries. In Oct. I took wrong mask & machine for service. Would not help as I had waited to long. Said bring new prescription. I did & they would check w / ***. No reply. I took copy to Med shop ( name Rotech uses). THey faxed to Rotech as did Doctor R.Had another sleep study at Good Shep 11/14. Took results before Chtistmas to.Rotech said nothing from *** & Doctor Rangu had to certify machine was beyond repair. I asked to buy machine and correct supplies as I was now scared to use. Refused . admitted to LRH 1/3 with HEART problems they confirmed were C Pap related. Released & back to Rotech 1/6. Said they would let me know soon. Following week I found a provider that rented me a machine & sold correct supplies. They called Rotech & were told not to provide supplies as Rotech supplied a wk ago! TIM called today from Rotech and said machine and supplies could be now be p/u.!!!!!!
They must have got OK from *** ( I reported them to *** a week ago). I expect this will make it hard for my new suppliier to get an OK for new macine any time soon. I have never had any heart problems, but am now a HEART PATIENT!! All C-pap users, paticularly ROTECH ( or whatever name they answer phone with) customers must be warned this could happen to them. I believe customer list from Rotech must be extracted from them to see who else has already suffered as I have without knowing why. The Diagnostic Clinic,*** ( pulmonary & cardiac) will hopefully confirm all of this. My next appt. at *** is Feb5 and all will be relayed and replayed for them. THANK YOU
We apologize for the issues the patient recently endured. Upon reviewing his account, we received an order for new sleep therapy items December 3rd, 2019. As the documentation did not provide the physician visit notes, we submitted for these items. January 6th, 2020 we received a new order and physician records. Due to the order not including the settings for the sleep therapy machine this was sent back to the physician to complete and send back. That order was received January 13th. We understand that the waiting can be frustrating but we have to act on our best processes when doing our daily business protocols. As a company we need to make sure we are doing it right the first time to ensure safety for our patients as well as being 100% for paperwork requirements. As we cannot speak on what may have happened in person at the office, if there was any interaction, after reviewing paperwork from the physician that Mr. chose to cease using his CPAP machine. Regarding Mr. worry about obtaining a new machine from another company, according to his rental profile a new sleep device has not been applied to the account as we require patient's signature.
This business does not provide any customer service for elderly patients in need of medical replacement parts, paid for by medicare. They refuse to honor a doctor's written request, and insist on only using their form to order parts. They never provide a list of the order, when things can be reordered, and when they can be expected to be delivered.Two orders have been not fulfilled. they order parts for bi pap machines from KY and do not stock them in Denver. Even though a *** tracking number is given, this ships to the post office, and is never delivered to the patient. the tracking confirmation states it is delivered. *** only refers to the post office. When contacted, the post office says they have no way to track.
Other (requires explanation) Summit needs to order the need medical supplies, pay for same day delivery with signature required, of the medical supplies and use exclusively Fed Ex delivery--not delivery to a post office and then supposed delivery to my residence.It would also be wonderful if the lady at their front desk had the opportunity to find a new job as she is abusive to elderly stroke patients in denying the written doctor order for parts and demanding only the Summit form--with no dates of order--be used.
We apologize for any issues that Mr. came across trying to obtain supplies for his sleep therapy. Initially, we try to keep a reasonable amount of supplies available within the locations but with the ever growing amount of availabilities, it is just not feasible to do so. This is where Sleep Central comes into play. Upon further review with Sleep Central about the shipping and tracking issues, a representative did check the *** billing and nothing seems to be getting cut off, the address is entered correctly and is shipping correctly. The *** tracking pages have the USPS tracking numbers listed on them for the patient to be able to use. It is just the *** tracking with a 92 at the front or if they search that number in google, it will automatically give them the option to check USPS tracking. However, we do suggest discussing with your local post office as it seems there are some issues getting packages delivered to your address. A suggestion moving forward could be having your supplies shipped to the location and then they would be available for pick up. Addressing the order acceptance and scheduling of supply deliveries, even though a physician submits an order to us, we have to follow the requirements for insurance guidelines. This sometimes results in our locations having to obtain a more suffice order from the physician. As far as resupply ordering, the locations have a Medicare based resupply schedule that most insurances follow but it can tend to differ depending on your specific insurance plan. Lastly, we want to assure you that your worries with the location staff has been addressed with staff and they will be moving forward learning from issues of the past and present.
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to use fed ex to customer delivery. If you go cheap and deliver to a post office from fed ex. There is no tracking and your elderly patients continue to suffer from your poor customer service
As we move forward, taking Ms. suggestion of delivery options in consideration. As a company we have to make business wise decisions. As far as tracking numbers, all packages are sent with tracking so that we can confirm and utilize that information for billing. If at any point that you feel that you need tracking you can contact Sleep Central and they can look into it for you.