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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The company is not properly document our account with a new address and is trying to charge us for thier error
in early December I contacted the company to inform them of our new mailing address. Our January order was sent to the old address rather than our new address and when I contacted the company they said they had no record of the information. I informed them that I called in December to please check their phone calls and records and they stated that they cannot find any written records. Due to their error and not properly documenting our account they want to charge us for a re-delivery
resend the items at no charge
Upon researching the patient's account, it shows that January 11th, 2020 the patient emailed us to let us know their order was going to the wrong address and that they had contacted us to let us know, which we have no record. Prior to this, we had no knowledge of the patient relocating. Mr. was emailed back to let them know it may be forwarded if they have that setup but if isn't delivered, since we don't have a history of being updated, we wouldn't send an exchange.
On January 15th, 2020, Mr. emailed Sleep Central back to inform them that it had been forwarded but he was being charged $8.35. We let the patient know that is a forwarding fee being assessed by the post office. On January 16th Mr. responded stating that they told us they had updated their address. The agent responded inquiring to obtain information about when they had updated this. There is nothing on record from this patient for the month of December. Mr. was asked if they could provide maybe a closer date range they called, maybe the number they called from or the number that they called to. The patient has ignored all requests for additional information and their only response is this needs to be resolved. The patient wants to be reimbursed that $8.35. In order for that reimbursement to happen, more information is needed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not ignore their request and told the company that I could not remember an exact date and it was in early december. I am not asking to be reimbursed for the 8.35 for I did not pay the fee and the package was sent back to the company. I am asking that my supply be reshipped to the correct address, especially since it was returned to them.
Hello
Upon further review, Sleep Central has not received a supply back in Mr. name. If the patient will let us know what shipping company it was and tracking information, then we would be able to confirm the status and location of the package.
(The consumer indicated he/she DID NOT accept the response from the business.)
they are the ones who shipped it and have the tracking info. the post office sent a notice that I needed to pay the $8 or it would be returned to sender, which it was
We were able to confirm today that the supplies have been returned to the warehouse in KY. Mr. will be contacted soon to confirm address and supplies and they will be mailed out to the patient's correct address. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
This company is doing fraudulent billing practices
I called Rotech on 1/13/13 at 1-877-389-1532 as I am being billed for "monitoring" services on a monthly basis for both my CPAP and my husband's CPAP. 2 weeks and for my husband that was 2 months ago. I am also being billed a monthly rental fee for the humidifier and when I got the unit on 12/5/19 I was told that was a purchase, they only bill a monthly rental for the actual CPAP machine. My husband's humidifier was billed as a purchase. Now I am in the new year, with a new deductible being billed for something that was supposed to be a purchase under last years insurance. We are have been monitored since "we met our insurance requirements". For myself that was about and Spoke to Debra who was very helpful and told me she would call me back the next day. On 1/15/2020 at 6:43pm I called them again as I never received a return call. I spoke to Venna who had no idea what she was doing. Several times her answer was "I don't know" not let me find out. Then when I said that's good enough, it's been 2 days I want a supervisor she told me "No!' I asked at least 4 more times and 4 more times Venna continued to say "No" and said we close at 7:00 a supervisor will call you back tomorrow. WORST customer service EVER and their billing practices are boarder line fraudulent. I want the monitoring fees credited to my account my the humidifier re-billed as a purchase to for the date of 12/05/2019, under last year's insurance policy, like I was told it would be.
I want the "monitoring fees" credited to my account and my husband's account. I also want my the humidifier re-billed as a purchase to under the date of 12/05/2019, under last year's insurance policy, like i was told it would be.
Upon further review of Mr and Mrs ***'s account, Ms. humidifier was indeed issued as a Rental. First off, we apologize for any confusion or frustration this has put onto Mr and Ms ***. As our system will allow this, it is a manual selection to change this to Purchase. For most insurance plans, locations do the humidifiers as purchases resulting in employees informing patients of this. In this situation, we can only assume it was an error in entry which caused Ms. humidifier to be charged as a rental. Ms. did sign all paperwork showing the humidifier was a Rental at initial set up. The location was unaware of any discrepancy until January of 2020; the patient was set up in December 2019 before her deductible reset at the beginning of the calendar year. Since this concern was raised, the Patient Accounts Dept has resubmitted the claim for the humidifier as a Purchase with the Date of Service from the original set up. We have not heard back either way on that. Regarding the monitoring of the machines, this is a requirement for compliance of your machine for your Insurance plan. After the 90 day compliance period, there is no need for this monitoring device and it can be picked up and the charges will cease. We do sincerely apologize for the way you may have been spoken to by one of our employees. Since this event, the employee allegations have been addressed and are moving forward in a more positive light.
I have been making payments to this company for an active account but now their website & phone are invalid. They have vanished.
Account ***
I am trying to pay off this account but the contact info on billing statement and *** search are invalid. I want to make sure my account is in good standing but have no way to contact this company.
I am requesting contact from Rotech Healthcare Inc, or verification that my account has a $0 balance.
Hello Mr. We apologize for any issues you have had trying to get in contact with us. We are unaware of any website or phone issues currently. Our website is still available at www.rotech.com. You can also contact us at (407) 822-4600.
Sleep central in Murray, KY has always given us good service. Even though I would prefer talking on the phone, Kaitlyn handled my requests easily and thoroughly via the Chat mode.
Did not bring permanent oxygen to house. Temporary tank now empty. Patient needs continuous oxygen.
Left the hospital with temporary oxygen tank that lasts 2-3 hours. Were told to call number circled on paper immediately when home and they would bring out permanent tank before the temporary one ran out. Also told if it was after hours to stay on the line and we would be switched to after hours number. I called immediately when we got home (4:05 pm). No answer, only able to leave a voice mail. I called many times with no response. I left 3 messages. Tank is now empty and the person requiring continuous oxygen does not have any. This is a critical situation and possibly life threatening!!!!
Immediate oxygen needed. Also no payment required due to terrible service
Upon reviewing Ms. account, we received an order for the patient's oxygen the night of January 5th with a patient discharge date of January 6th. On January 6th, the patient was brought a portable oxygen tank to the hospital and indeed told to call when home. In the case that the call was after the location was closed, the call would have rolled to our company's After Hours Call Center. Once the AHCC receives the order, they dispatch a driver from the location. As Ms. representative states, they left a message during the day. We sincerely apologize that there was no immediate contact in return. According to documents on the account, Ms. was ultimately set up on January 6th, the day she was discharged from the hospital.
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything the company said was correct but they did not address the issue. The tank given to my mother in the hospital was a temporary tank to last 2-3 hours only. From the time she was hooked to the temporary tank in the hospital to the time we actually received the permanent tank was almost 4 hours. If company had returned my calls or had the phone calls been transferred to the after hours call center my mother would have gotten the permanent tank much sooner. That was not the case and I feel it put my mother in danger.
We deeply apologize for any inconvenience this caused Ms.. After speaking with the location and reviewing further details, we recognize that this was a fault on our part. We have submitted a billing adjustment for Ms. first month of service. The adjustment will be viewed as a credit on the account. If you have any further questions, please do not hesitate reaching out to our Patient Accounts Department.
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel by looking in to the issues more in depth they were able to realize my concern and hope this has provided information to the company so it does not happen to anyone else.
This company has disappointed me. It has lost prescriptions. It has promised equipment and then, on the day needed, did not have available. It has mailed equipment that never arrived. Then it sent the wrong item!
Dr. Veronica M ordered a hospital bed for my mother, ***, on Dec. 9, 2019. Repeated calls to Rotech ended up in a promise to call back - which did not happen - or being put on hold until the business closed on Dec. 13.
During the first call, "Matt" said the order had been cancelled. When notified that was false, he said he would call back, but has not.
Product_Or_Service: Hospital bed
Delivery Receiving the ordered hospital bed.
Mr., we sincerely apologize for the lack of communication that your family went through. Upon further review of Ms. account, Dr. M did submit an order for a hospital bed to our Hudson, FL location on November 26th. The order was incomplete as well as the notes were to qualify under insurance guidelines. On November 27th, 2019 the location submitted a request for correct physician notes as well as a complete order. December 5th, an order was received to cancel the bed set up as another company was fulfilling the order. December 9th, we received another incomplete order for a hospital bed from another case worker at the clinic. As of December 16th, we received the corrected notes that is needed for insurance requirements. The location has been in contact with the clinic over the confusion and is currently still waiting on a correct order. Once this is received, the hospital bed can be set up. Once again, we apologize for any frustration this has caused Ms. and family. It truly came down to miscommunication between the physician and our Hudson location.
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the hospital bed from another source.
I was told by Humana that they would give me a toilet seat, and a wheel chair. I sent my daughter to get my items at Rotech on Commonwealth Ave. My daughter came back to my house, and when my oldest daughter came in, she read the documents and seen that I was going to be charged a monthly fee. I then called Rotech and told them my youngest daughter would be bring there items back since I was NOT TOLD I would have to pay a monthly fee. At my age I am on a fixed income. My youngest daughter return all there items, wheel chair and toilet seat on April 12th at 3:57pm the SAME day she got the items. My youngest daughter tried to talk to the people at Rotech on Commonwealth but they walked away and would not listen to her explain why the items are going back.
Product_Or_Service: ***
Account_Number:
Billing Adjustment I will not pay for something I do not have, I have explained this and they REFUSE to listen. My youngest daughter has the pictures she took when she took everything back to Rotech on Commonwealth Ave. They are RUDE people.
Upon further review of Ms. account, I see that Ms. daughter signed all documents, agreements and authorizations on April 9th, 2019 when she picked up a wheelchair and bedside commode for her mother. This would include delivery tickets that state if it was a purchase or rental. The daughter then called the location on April 11th, 2019 inquiring if the wheelchair was a rental or purchase. Which in this case, the wheelchair is a rental. When the family inquired about it being a purchase, they were instructed we would need a prior purchase authorization to move forward. There was no further contact either way regarding turning it to a purchase. We apologize for any inconvenience you endured due verifying the account during conversations. To follow any HIPPA guidelines, we must verify before giving personal information.
On April 12th, the patient's daughter brought back only the wheelchair as the commode was a purchase. In response to the allegation that the location staff was rude, when prompted for signing of the return of said wheelchair, Ms. daughter drove off without signing.
Since this event happened, Rotech has reimbursed payment to Ms. insurance for the one month of rental for the wheelchair. Ms. account currently has a balance of $9.82, which is the patient's co pay for the bedside commode that was purchased.
(The consumer indicated he/she DID NOT accept the response from the business.)
We was NEVER told it was a rental and when my sister seen this the equipment WENT BACK IMMEDIATELY. THEREFORE THERE SHOULD BE NO CHARGE, THE EQUIPMENT WAS NEVER USED. Its really sad how you have tried to take advantage of an elderly person. WE WILL BE PAYING FOR NOTHING..PERIOD......
According to Ms. account, the wheelchair was returned 4/12/19. As far as the balance due on this account, it is for the Bedside commode that was not returned. Like stated before, the wheelchair amount that was paid from the insurance was refunded to the patient's insurance. We apologize for how the patient feels they were treated, we can not speak on any specific happenings of these interactions other than what we are provided with notes on the account and statements from employees.
(The consumer indicated he/she DID NOT accept the response from the business.)
What liars I have PICTURES TO PROVE THAT THE TOLIET WAS RETURNED TO THEM. LIAR
We are not paying for something that we returned.
Period.....
This company can take there $9.82and stick here where the sun dont shine
The only way this is going to be resolved is the balance for my mother is ZERO!!!!!
Defective CPAP hose was not replaced under warranty. They claimed that they had a warranty claim needed to be made within 3 days.
After first use of the CPAP hose, I removed it for cleaning and the end of the hose unraveled at the hose end. Refer to the attached picture. The hose end was not properly bonded. I can pull on the other end of the hose and it remains secure. In my mind this is an obvious manufacturing defect. When I called Rotech to ask for a replacement they indicated that it could only be replaced at MY COST and not a warranty replacement. This hose was not the same hose type as previously received and when I questioned them at the time of delivery, they indicated that this was the only hose currently available. Today they indicated that there were 2 other hoses available.
Replacement of the defective CPAP hose.
We deeply apologize for the equipment malfunction that Mr. had to endure. Please note that every malfunction is noted and tracked for trends and reported back to the Manufacturer. Upon reviewing Mr. account, notes show he did speak with Sleep Central since submitting this complaint and Is due to receive a replacement tubing November 27th, 2019 at no charge to him. I apologize for any inconvenience this has been to Mr..
I received a replacement for the defective hose from Rotech on 27 November 2019.
Thank you for your help.
Sent unsolicited CPAP supplies and billed for them when I asked them to take me off auto supplies 2 months ago.
In July 2019, my MD ordered CPAP for me and said the company Rhema, which is a branch of Rotech, would call me to set up the supplies and machine. First off, it took them 3 weeks and another call to my MD before they called. When I got there, they said I had to have another MD appointment in the next month or my insurance company would not "pay for my machine". Well, I've followed all the directions. Now they are still charging me rent...and my insurance...for a machine I was told would be bought for me by my insurance once they filed the claim.
Also, in Sept, I received a bag of unsolicited accessories. I was billed for them and when I called saying I didn't order supplies, I was told "oh, you signed up for auto delivery". I did not wittingly do that. It must have been in the fine print I was rushed thru to sign. I told her at the time to remove me from the auto delivery. To that I was told "oh, you have to go to our website, sign in and stop that yourself". I said, I'm going now and me nor my insurance better be billed again...or any supplies delivered I don't need.
Today, November 8th, I just received another bag of unsolicited supplies and a bill for $48 and some change. That included another rental fee for the machine my insurance supposedly paid for in August.
Refund of the charges for "rent" on a paid for machine. Refund of current charges for unsolicited equipment and NO further shipments of equipment. I can get what I need for half what they charge on Amazon!
Upon further review of Ms. account, she has been a patient with us since July 24th of this year. It is being alleged that we are wrongfully charging the patient rent for a sleep device as well as sending unsolicited supplies. When being set up on her sleep device, Ms. signed a document that not only enrolled her into our SleepWELL VIP program as well as acknowledging the device was on a Rental to Own basis. What this means, first off, Ms. machine will rent for 12 months and then become purchased. Second, signing for our SleepWELL program allows the patient to be on an automatic supply schedule to ensure the patient has the proper supplies to exchange per insurance guidelines as well as most importantly, to ensure the patient continues benefiting from their sleep device by exchanging on a scheduled basis. I have confirmed that as of November 15th, 2019, Ms. was removed from any and all automatic shipments moving forward. If at any point, Ms. would like to get back on an automatic shipment for her sleep device supplies, we are only a phone call away.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response. I'm glad they will now, finally, stop harassing me with supplies I don't need.
I was presented a stack of paper to sign, not allowed to sit and read first. When I did try to read one, the RT was very rude and said,just sign it...I have someone else to fit after you. I should've known then to have pushed back and insisted upon reading every single word.
What I was told about the "rental", was that it would be until I had used the machine for 60 days, seen my MD again and had a follow up visit with him. Once that occurred and he signed off that it was helping, the machine would THEN BE PAID FOR BY MY INSURANCE!! I was not told at any time that it was for 12 months as a rent to own.
We apologize for any confusion this caused Ms ***. Unless given a prior purchase authorization, our equipment is set up as a rental. The visit with your doctor at 90 days is to discuss your usage, at that point the rental continues until it's caps at 12 months. We can not speak to any conversations that may have happened on the office. But we apologize for any miscommunication that you received. At any point that a machine is renting, the system can convert it to a purchase. If you are wanting this, please contact your insurance and discuss the option to purchase it. As stated before, a prior purchase authorization would need to be submitted.
(The consumer indicated he/she DID NOT accept the response from the business.)
That explanation defies logic. I am a nurse...a home health nurse who deals with DME and ins a lot. It is NOT the patient responsibility to obtain auth for supplies, it is the DME company responsibility. I want it paid off..BY MY INSURANCE ASAP.
Back in July I was told I purchased a CPAP machine from the list company for $200 plus dollars. After that I started receiving bills stating that I had to pay for the rental of the machine. The insurance company stated that I was not suppose to pay and they are refusing to return my money every time I call their customer service I keep getting told that it's my fault that I'm reading the bill wrong and what I paid is what I suppose to pay. Than proceeded to hang up the phone on my face while I was trying to talk to them with my insurance company on the phone. They also charged me more money for items I never received. I've been trying for months to get the situation resolved. They are also failing to properly file under my cpap machine under my insurance with the right medical code.
Refund My money back for the machine I wasn't supposed to pay for as well an apology for the attitudes that I had to go through.
Upon further review of Ms., it was confirmed that this set up was completed as a rental instead of a purchase. We apologize for any confusion this has caused. Per notes on the account from the patient's servicing location, Ms. correct insurance plan was not what was initially used and would not accept it as a purchase. To date, there has been no insurance change or adjustment to move towards a purchase of the PAP device. Ms. did make an initial payment when set up with her PAP equipment. In the case that the insurance needs to change, that payment will be applied to the account for further charges. Overall, there seems to be a possible mix up in the continuing of the matter. As of now, the machine will continue renting. Please reach out to your location to see if purchasing is a possibility.
(The consumer indicated he/she ACCEPTED the response from the business.)
there was not an option to accept or decline the VIP program, and that it was an automatic enrollment
I find it unfortunate that there was not an option to accept or decline the VIP program, and that it was an automatic enrollment. Additionally, I find it unfortunate that this automatic enrollment notification was down at the bottom of the page hidden under the generic disclosures that everyone has to sign for, like the equipment info book, etc. It really feels dishonest and like it was something snuck in at the end that hopefully people wouldn't catch, or that they just wouldn't care about it if their insurance covered it. Unfortunately, with my health insurance, I am paying all of this out of pocket. I cannot fathom how replacement pieces of plastic tubing can total up to over $600 in two months, and I have already found much more reasonable options from local retailers for my future needs. I'm sure that the form is probably legal as it was probably drafted by attorneys and I am not an attorney. However, I can certainly attest to feeling that Rotech/ Rhema did not operate and conduct business in this matter in accordance with the covenant of good faith and fair dealing. I find the company's handling of this to be unethical and unfortunate. I am an elementary school teacher so I hope the Rotech/ Rhema attorneys feel good about themselves for getting half of my paycheck with their craftiness and deception.
Retroactively remove me from the program of automatically renewing supplies, since I did not have the opportunity to opt out on the original contract
Upon further review of Mr. account, the amount that the patient is addressing in the accusation is not solely for "replacement pieces of plastic tubing", the amount of over $600 is resulting in the high deductible that is the patient's responsibility. Per notes on the account, the patient was aware of this as he agreed to a payment plan with our Patient Accounts Department. We do understand Mr. frustration with the current situation and we apologize for any misunderstanding. Rotech suggests that Mr. contact his insurance for further details on his insurance plan as needed.
In regards to addressing Mr. complaint on the Automatic Enrollment process we provide, with any equipment set up we utilize our Terms of Agreement form to lay out all formalities and available resources between the patient and our company. With any document in any situation it is always suggested and important to read it to its entirety. The section on our Terms of Agreement form that covers SleepWELL's VIP Program clearly states:
SleepWELLTM VIP Program
*** -With the delivery of a PAP device, you are automatically enrolled in our PAP Resupply Program through Sleep Central.
*** - Sleep Central will mail your medically necessary supplies, ordered by your physician, to safely maintain your equipment consistent with your insurance coverage guidelines.
*** - Some insurance carriers require us to contact you by phone prior to shipping your supplies. This call may by from a Companyrepresentative or from a prerecorded message using an automatic telephone dialing system.
*** - A restocking fee, up to $15.00 plus applicable shipping fees, may be charged for items ordered in error.
*** - Participation in our PAP Resupply Program is voluntary. You may discontinue membership at any time, with a 30-day advancenotice of your next shipment, by contacting Sleep Central at (800) *** or ***@***.com.
In this situation, Mr. signed Rotech Healthcare's Terms of Agreement Form on January 28th, 2019. Between set up and October 8th, 2019, at no point did the patient contact Sleep Central to stop the automatic shipments. On October 8th, Mr. was removed from the SleepWELL VIP Program after the patient's request. Please see the attached example of the Terms of Agreement form that Mr. signed.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is trying to blame their inflated and automatic charges on the deductible limit from my insurance plan. Rotech / Rhema Medical determined the prices that they charged and how they charged them, not my insurance company. Whether the insurer or the end user pays their charges is a separate issue from what those charges are, and how those charges are deceptively billed. They came up with those charges and how to collect them, and they're just hoping that the majority of people's insurance covers it and therefore they don't notice or care. Rotech / Rhema Medical is responsible for using a deceptive method of automatic enrollment and for the absurd prices for their items that is not in line with the rest of the open and free market for the same or comparable goods. I feel strongly that my complain has ethical grounds and I would hope that my complaint ***s others avoid dealing with this unethical company. Thank you for providing this consumer protection forum.
Once again, Rotech does not set the amounts that the Insurance Plan pays. We submit "billable" amounts to them and they pay what they choose to pay, they pay their "allowable" for those specific items. Also, the locations do not have the capability to change any amount that would be billed for an item, it is the same through all of our systems.
Regarding the automatic shipments, at no point are our patients forced to sign up for nor remain on this program. Once signing the initial agreement Mr. was enrolled into this program. Once requested, Mr. was promptly removed from the SleepWellVIP Program.
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not propose a resolution.
Rotech is the worst company I have ever dealt with. It took me over a year to get portable oxygen tanks. My Dr. filed a complaint against them. They lost me in their system. They send empty tanks all the time and charge my insur co. Once because I needed oxygen in less than 3 months , they refused delivery. I got out of my bed with pneumonia, took my granddaughter to get my supplies. They didn't even bring the tanks out. My granddaughter went inside to get them. The people are so rude and nasty you end up hanging up on them. They are telling me again I have to pick up my oxygen as it is less than 3 months. I have copd and can't even walk far. They just called and said I have an outstanding bill from May. When I looked it up the Date of service was July. Some of the cpap supplies I can buy online cheaper than my copay. Ripping off insurance. I tried really hard to get rid of then to no avail.
Extremely poor communication and record keeping. I would not recommend this business to anyone.
Two weeks ago my CPAP Machine stopped working. I have severe sleep apnea, Congested Heart Failure and Stage Four kidney Disease. Those are just my most serious illnesses. I took the machine to Rotech in Marianna Florida. I have purchased my last two cpap machines from them. I have been a customer of there for close to 30 years in buying my cpap supplies. I explained to the lady at the counter that my machine stopped working and that I must get it replaced or repaired. She pulled my account info up and told me that there was a problem. The machine is 3 years 3 months old, therefore the warranty is expired. Further, she explained that my Florida Blue insurance will only pay for one every 5 years. However, she just sold one in my model for around $860.00. Now THIS is my complaint. She told me that the manager said that she could not sell me the machine. She said my insurance will pay around $1,400.00 for one and if I paid cash for one the store would lose money. How can this be?? They had the most don't caring attitude of anyone I have ever experienced with. One of the employees, Kim, knows me and somewhat knows my cpap history. She told me I might try one of the other medical supply companies in town. This experience is totally uncalled for!!! The pastor at New Prospect Baptist Church in Chipley Fl was there and witnessed the entire incident. They offered no help or concern with my well being!!! I will be seeking legal advice.
David W Sutton
Greenwood Fl
This company engages in unsolicited sales calls, then fraudulently misquotes a customers cost for products well below what will be billed later.
on 4 separate call, I was told that they had run my insurance and that NO out of pocket costs will be my responsibility.
Yet, after receiving the item, I am billed $200.
I get the runaround with every call, transferred, stall and hung up on.
one lady even said that they only "assumed" that my cost was zero.
Its a very deceitful way to do business.
They are fraudulently telling people that they wont owe anything, yet they already know people do owe.
To honor what they quoted me after telling me "we have run your insurance and it wont cost you a dime". They quoted me a price, I accepted that price, and now they want $193.33. I didnt make the price up, they quoted me. If you tell someone a price, honor it!
Upon further review of Mr. account, it was clear that there was a discrepancy between what insurance verifications were showing and how Rotech was being reimbursed. As insurance coverage is never guaranteed up front, Mr. insurance plan was showing 100% through all systems available to us, which was then communicated to the patient. We deeply apologize for any conversations that may have come across as a "promise" but there is simply no guarantee that early in the process. Once the claims were released to the patient's BCBS AR Health Advantage plan, the reimbursements and Explanations of benefits that we received revealed a 50/50 split between the insurance coverage and the patient's actual responsibility; this then resulting in the patient owing a 50% co-insurance even as we are In Network. We suggest that Mr. reach out to his insurance to get a clear description of his insurance plan for future utilization of his benefits.
(The consumer indicated he/she DID NOT accept the response from the business.)
Ill accept that its an excuse for a bold face lie they told me on several phone calls. I even have a voicemail of them telling me I would NOT owe anything. The employees telling me "I've run your insurance and you wont owe anything", then billing after they really run the insurance is deceptive and an unfair burden on consumers.
If theres a chance that a consumer will owe a balance, they should tell us! Not deceive us with lies.
We deeply apologize for any confusion that was caused due to this. There was truly no intention to promise an amount due one way or another. As said before, all insurance verifications that were ran and available to Rotech Healthcare showed 100% coverage for this plan. Once we received the Explanation of Benefits, which Mr. should have received as well; it showed the 50/50 coverage. With any insurance coverage, at any place of service, coverage is never guaranteed. The act of deceit has never been nor will ever be a part of our practice. As we stated in the previous statement, we strongly recommend that Mr. contact his insurance company for further understanding of his specific plan.
From: Mike ***
*-***-15-4100)
Sent: Monday, October 28, 2019 12:30 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref
I don't accept the fact of a very deceptive pricing practice. I've paid the bill as I don't want rotech turning me over to collections and have it go against me credit rating. I don't like that they continued to deceive me by telling me " they have run the insurance", when in fact they hadn't. I already knew what my insurance allowance was, but they kept their deceiving charade up and continued to tell me "no charge to you"!
I don't like being lied to and that's what they continued to do, lie!
I am fortunate in that I can pay u expected bills, but what about the others on fixed income? Do they lie to them as well? I'm sure they do.
I want their deceiving practice stopped!
Rotech, STOP LYING TO CONSUMERS!
I feel it's criminal how they run their business. And short of simply buying these products on Amazon, which I could have done for a third of the price, what choice do unsuspecting consumers do?
Then need the devices, and then get hit with a bill AFTER they've been told "no charge".
Lies!
I don't know how this company is still in business. They are my primary supplier for my sleep apnea equipment. I had called them to get a filter which hasn't been shipped to me from the warehouse in over a year. The paperwork may have said I received it, but I did not. As my medical supplier they have my records and should know exactly what equipment I have. However, when I called they said they would send out the filter, which they did. When I received the filter I thought they may have changed the style so I opened the package and tried to insert it into my machine, only to find out it did not fit. When I called back I talked to Kelly who was extremely rude and said since I opened the package they would not return it. I explained that they are at fault, they are the professionals and sent me the wrong equipment. She then went on an accused me of telling the previous person I had a different kind of cpap machine. Well I only know the name of one machine and it's the one I own that they are supposed to have in their records. I never spoke about what machine I had with the previous person Lincoln who was helpful. Kelly got agitated when I refused to pay the $18 for a filter they sent me that was their fault, considering they don't even have the equipment for my machine at their store. Kelly went on to just hang up the phone. This is a life essential piece of equipment and without the filter my machine is getting dust and dog hair in it which can lead me susceptible to disease and things like pneumonia. I have had previous issues with this place were they are very rude and dismissive. I've watched an old man walk out crying because they wouldn't help him with his broken equipment. They have nothing but aweful reviews and for good reason. I would not refer my worst enemy to this place. I can only imagine how they treat the elderly who maybe are a little forgetful after I was told I said something that never even was part of the conversation. I feel sorry for anyone who ends up here!
Other (requires explanation) I don't know if corporate took care of this situation or not. However I want the $18 charge removed, the proper equipment sent, an apology from the branch and corporate manager. Also if this is to far out of their compassion for the sick I think a state medical audit and review of practices may be in order. Also they are so ruthless they put a stamp on the envelope and then scribbled over the top of it and wrote due. I guess I owe them for a stamp also. So I would like that taken off my bill
A review of Mr. account indicates he was delivered the incorrect filter. Since the incident, Sleep Central was able to confirm with Mr. on 9/27/2019 what machine he had so they could supply with the correct filter. Sleep Central was able to send out and expedite shipping of the filter on 9/29/2019. In addition, the location manager, area manager and regional manager were made aware of the situation and have re-educated the employees on the importance of being courteous and respectful when speaking to patients. We would like apologize for any inconvenience this may have caused.
Tired of receiving duplicate statement that have been paid in full.
II received a statement dated 7/21/2019 in the amount of $46.78 on 9/24/2019 stating the balance is past due. I mailed a check in the amount of $46.78 on 7/23/19 & Rotech cashed the check at *** Bank on 7/30/19. I will not pay this statement again and it needs to be removed from my account and show that it is paid in full. Rotech is an unreliable company and tries to double bill customers. This is not the first time they have tried to double bill me.
RRotech needs to show the statement paid in full and send me an updated statement showing the balance has been paid in full.
Upon further review of Ms. account, it was found that we did receive the patient's payment for $46.78 on 7/30/2019. The outstanding bill that Ms.is referring to for the coinsurance of her equipment rental for June and July of 2019, which was deemed purchased on 8/1/19. The monthly coinsurance was $17.52, which leaves the total amount due at $35.04.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a bill in the amount of $46.78 stating it is past due. Once I receive a statement showing that payment I will be satisfied. I did not receive a past due statement showing a balance of $35.04 as they stated in their response.
Hello
The statement for $35.04 was not past due. That 9/21/19 statement is your most recent and current. I also see you paid that statement on 10/7/19. Thank you for your payment.
WARNING -- DON'T DO BUSINESS WITH CROOKED ROTECH HEALTHCARE
Rotech should be investigated for their poor business practices. Reading complaints from various sites, why are so many customers dissatisfied with Rotech?
I have been using CPAP supplies for over 6 years. My prior CPAP supplier, G, MN went out of business, closed their doors and automatically transferred all accounts to Rotech Healthcare Inc, in the Fall of 2018. I have never had any co-pay or any other problems with my supplies until Rotech. What has changed?
I do have unopened. factory sealed CPAP supplies which I can not use due to an allergic reaction in the mask materials. I now have to use a new foam type seal mask. I have offered to return these supplies to Rotech for credit, but Rotech will not accept returns more than 3 days. 3 day return policy? (It took 10 days from ordering before I receive Rotech supplies). Now, in May 2019, I am told I have a bill from December 2108? Co-pay, why do now have a bill? Why was I not notified sooner. (3 day return policy)
I am certain I owe Rotech nothing. What a way to do business. As stated, I am willing and offering to return over $100.00 in mask and materials that I can not use. If Rotech has a 5 month bill delay, and a 3 day return policy, what gives?
I since paid them, after getting terrible threats from Rotech.
I have never before had any problems with other suppliers prior nor after my very short time deals with Rotech.
"Rotech, I do not like to get ripped off!"
Repetitive phone calling without any way to stop such communications.
Need to be totally removed from their system from all forms of communication. Been calling every 3 days without any way to stop such calls. Blocking the number does not stop them from doing this.
This has reached a form of harassment when there have been all indications of no continual need for product through this company.
The date this Revdex.com complaint was filed will be used as a reference point if it is decided to pursue this in a court of law.
No further communications by this company or any entity that represents directly/indirectly their products.
We apologize for the inconvenience this caused the patient. After reviewing Mr. account, we were able to discontinue all future automated calls as well as calls from Sleep Central. At any time that Mr. wants back onto the automated resupply programs, we are only a phone call away.