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Rotech Healthcare Rating
Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460
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I keep relieving bills of 133.98$ every few months. I have paid all my bills to this company.
I started receiving bills for products I did not order. I paid all the bills and told the company to stop sending me items. The merchandise stopped but Rotech keeps sending bills of $133.98. I send emails to Rotech and the bills are credited but they keep sending more bills of 133.98. My account number is ***.
I want the company to stop billing me. I have none of their product and have no use for their product.
Upon reviewing Mr. account, Mr. 11/8/2018 supply claim was applied to the deductible in the amount of $ 167.47 and Mr. was initially billed only the estimated coinsurance amount. The explanation of benefits was received for the Date of Service 11/8/2018, but charges were not transferred to the Mr. until 9/6/2019 due to an automated-posting error. Mr. requested to be removed from supply routine shipments in Feb 2019 and this stopped at that time. The bill Mr. is receiving is in response to the deductible amount from the Date of Service 11/8/2018 that is outstanding.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paid this last bill as of today. I have excellent credit and don't want to mess my credit up. My HUGE issue with Rotech is the fact that I started receiving product that I DID NOT order. It took several phone calls and emails to stop the products from coming. I spent about 1300$ on items I did not order,use or want. Then the bills kept coming. I never ordered any of the items they sent me. Not once. That is my issue. I noticed that Rotech just settled a lawsuit with Medicare for the same practice. Once again I paid the last part of the bill they say I owe. I have been assured I will never hear from Rotech again. But of-coarse I have heard that before. It would be nice if the company refunded all or part of what I have paid them, however I doubt that will happen. I hope I never receive anything from the company again.Thank you for intervening, and if I ever need to be a witness for anyone else this has happened to please let me know. If you investigate you will find this is a common practice with Rotech.Thank you
Hello
We appreciate your business. I apologize for any confusion or any issues that arose from the delay in posting of your responsibility. Thank you for your recent payment.
My husband had heart surgery July 5, 2019 and was released from the Mayo hospital 5 days later. His physician ordered oxygen to be delivered soon after being released to home. The Provider contacted Rotech in Apple Valley and arranged the initial delivery. After 2 weeks my husband no longer required it and in order to have the equipment picked up we needed the Provider to fax a written note to discontinue the oxygen for pick up. My husbands provider faxed a note to Rotech as directed and even though this was done we heard nothing from Rotech about scheduling a pick up. 10 days after I contacted Rotech only to hear that they needed the providers NDC number of which I then asked why they did not reach out to either the Providers office or us to obtain this info? They could not answer the question. We then asked them to please proceed with picking up their equipment (as I believe they are charging our insurance company per week for the tanks that are still in our possession) and finally they agreed to pick up the items but failed to schedule a day or time resulting 2 failed attempts due to us being at work and not knowing when they were "stopping" by. We called again and were told that "when they had a driver in our area they would call us for pick up". This has gone on now since mid July and it is now September! I made one final attempt to schedule a time for them to come get their equipment and was told once again that "when they have a driver in the area they would call". This could go on for months and meanwhile our insurance company is being billed (which is fraud) and we have equipment taking up space. The woman who always answers the phone "EVA"? hung up on me when I explained that I need to know a day and time for pickup so we can be there and have this completed. She refused to give me any consideration or help. She was rude and very uncooperative. We think they are fraudulent and taking insurance money simply due to making their customers have to keep the equipment in their possession.
Product_Or_Service: Oxygen equipment
Other (requires explanation) To pick up their equipment when we are available to be home. To apologize for their lack of concern, poor customer service and to refund any money that was wrongly charged to us or our insurance company.
Upon a review of Mr. account, a discontinue order was received. The location was in touch to make a third attempt at picking up the patient's equipment on September 9th 2019 and it was picked up that day. The first two attempts, August 20th and 22nd of 2019 were unsuccessful, as the patient or spouse were not home.
Further review of the billing indicates Mr. insurance coverage was terminated prior to the dates of service billed and for which Mr. had the equipment prior to the pickup order. This termination ultimately resulted in the balance of the July and August's claims to be denied and being left to the financial responsibility of the patient, Mr., per the Explanation of Benefits he should have received from his former insurance company.
Multiple attempts have been made by our location to ask if a different insurance was enforce for these dates of service, but calls have not been returned by Mr.. Unless valid insurance information can be provided, Mr. current balance of $820.00 is now due.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unsatisfactory for these reasons:
1. Although Rotech states they stopped at our residence 2 times there was no attempt in the whole month ahead to schedule a pick up of the tanks (after the Doctor had released the order) and furthermore no phone call was made to schedule a time to pick up the days they stopped by resulting in us not being aware of them coming.
2. The insurance was and is the same insurance information given to them by the hospital Providers upon original orders for Rotech to deliver the oxygen and tanks. By the way it only took them 1 day to call and deliver the product but took 8 weeks for them to pick up the equipment! Now they want to charge us and/or our insurance company for the time it took them to properly perform business procedures.
3. Rotech staff are blatantly stating a false statement that they have repeatedly called for current insurance information. Absolutely no call has been made or no message left. As stated previously the insurance is the same now as it was when they received the Providers order for their services.
4. We have no intention of paying any fee and have already flagged our insurance carrier of misleading and misrepresentation of Rotech's business practices. Rotech is trying to collect unwarranted fees for mistakes and neglect that they themselves have caused.
Steve and Lisa
After further review of Mr. account, the two months of service were able to be reprocessed through insurance and resulted in a deductible amount due of $111.98. Out of courtesy for the *** Family and this incident, all charges have been adjusted off their account due and they have also been refunded a total of $28 for their upfront coinsurance payments made.
Over this Labor Day weekend, my concentrator started squealing and the red light went on. I called the Rotech number, and a very nice young lady did some trouble shooting with me. She then called my local representative who did some trouble shooting over the phone. He decided that it was going bad. He told me he would be at my home in half an hour. He came in exactly a half hour with a new concentrator. All this was accomplished in about an hour.
The only problem I have seen with Rotech was bookkeeping. When I left the hospital, the hospital doctor ordered oxygen. It never was switched over to my pulmonary doctor. A year later when I called for supplies, I was told "NO! They were not being paid by Medicare, and I had gotten all of this free!" If they had noticed and contacted me, I could have gotten it straightened out. The doctor's nurse sent them all the information they needed, and they were reimbursed.
We have told them to remove me from their automated calling system. January of 2019. We are still getting calls. I get my sullpies locally.
We have rquested they remove me from their automated system. When I recieved an order I did not request.
Stop calling!
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.
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept their response, as long as they adhere to their commitment to remove all automatic calls.
This company charges you for services even when you call and ask them to pick up the rental equipment and they can never come for at least a week after and they want to bill me for something that I am not using. I have had that happen 2 times now and I will never use them again they are not a very good company. I would tell you that they are (-) stars for the review. But I can't put the truth so had to use 1.
YOUR CARE FOR PEOPLE AND THERE OXYGEN SUPPLIES IS THE WORST. CAN NOT WAIT TO CHANGE COMPANY THAT CARES!!!!!!!!!!!!!!!!!!!1
Rotech conducted an investigation and the servicing location states they have never had any issues with this patient, in person or over the phone. Furthermore, she has never expressed any frustrations or issues with the company to them. It is difficult for the location to respond to or correct something when they have not been notified.
Needed a Knee Scooter AKA "Crutch Substitute" for a foot surgery. I went to the local *** Medical Services in McAlester, OK for this Item. They explained that they need a prescription from my Doctor for this item and use. I went back to the Doctor, who issued me a prescription for the knee scoter. *** Medical Services told me they would need to get approval from my insurance company before I can pick the scooter up. The next day they said I was approved by my insurance and collected $27.50 as my co-pay for this scooter. I paid them by Credit card. 3 months later I received a bill from Rotech Heath Care Inc. with a bill/collection of 337.55.
I called Rotech who explained that the initial 27.50 was a Co-pay and they did not really know how much my insurance would pay. I totally disagree with this statement. I NEVER agreed to pay the difference of what my insurance would not pay. When I pay'd 27.50 upon receipt of the Scooter, I was under the impression that was my portion of the bill.
The Scooter in question is sold all over the world between $100.00 and $150.00. The $365.00 that my insurance actually pay'd on this item, in my view was way over priced. I feel this was an absolute "Bait & Hook" by this company to bilk money from unsuspected individuals.
Product_Or_Service: Crutch Substitue
Order_Number: ***
Account_Number:
Billing Adjustment I believe Rotech should waive the $337.55 they are currently billing me. I don't feel this is my responsibility due to the fact they were not open and honest up front in the transaction, if they were, why did they only bill me $27.50? They could not explain how that dollar figure was calculated.
We have reviewed Mr. Robershaw's complaint and found his insurance applied the claim towards his annual deductible. Mr. Robershaw should have received an explanation of benefits statement from his insurance indicting the amount is his responsibility to pay. The total allowed of $365.05 , less the $27.50 estimated coinsurance amount paid, leaves his remaining balance due of $337.55. Additionally, Mr. Robershaw signed a payment authorization form (attached) indicating the $27.50 immediate charge and also agreeing to be responsible for any unpaid balance up to $608.42, which matched the delivery ticket (also attached) he signed. As of August 22, 2019 Mr. Robershaw has a past due balance of $337.55.
I don't usually write reviews but I have had nothing but problems with this place. When I first received my cpap equipment, they had me down for the wrong mask. I took it to try. After a couple weeks I called to see if I could exchange it for the one I originally wanted. The person who scheduled my appointment spelled my name wrong on the schedule (even though she said she had my paperwork in front of her and I spelled my name for her). Since my last name was spelled wrong, they had no idea why I was there for my appointment and no paperwork. Then, because the gel straps were making marks on my face, I called central supply and asked for fabric face straps to see if that would eliminate the indentations on my face. What they sent had no way to connect to the headgear. When I called I was told basically "too bad". That's what I asked for and if I wanted to return it I would have to pay shipping and restocking charges. Monday I called to schedule an appointment to be refitted for a mask because of the air leaking whenever I move. I was given an apointment of 9:00 a.m. When I arrived, the person I was supposed to see wasn't there and her first appointment wasn't until 10:00. When the receptionist called the office, she was told I was on the schedule at a different location, with a different person at 8:30 a.m. I would neve go to that farther location and that was never an option even suggested to me when I called to schedule. I called the local store to speak to a manager to let her know about the issues I've been having. She apologized and said the girls who do the scheduling are new and young. I don't think that's an excuse. I chose this supplier because it was the one my insurance covered that would see me at my doctors office. I'll be switching medical suppliers.
I am being billed 13 months after the fact for a CPAP mask. I was told at the time the amount I was charged was payment in full.
I am being billed for the patient due portion of a CPAP mask purchase 13 months after the fact. At the time of the purchase, I paid what they told me was owed and left with the equipment. Now, due to an "audit" it was discovered that I owe an additional 15.05. I find this rather suspicious as having had paid for the amount I owed in full at the time.
I don't feel I owe this money as I paid what they said I owed at the time. It is much to easy for a company to send someone a bill at a much later date and say We are sorry, but due to our mistake, you now owe us this money. I feel it is a fraud.
Just stating the facts... you decide:
Middle of May - Had doctors appt to justify receiving CPAP supplies.
One week into June - Supplies to arrive.
End of July - Supplies arrive. However, wrong hose sent.
I don't think I need to say anymore!
I refused shipment & tracking shows unopened package was refused & returned but I continue to be billed for the returned items.
Rotech Oxygen & Medical billing through ***
My acct # ***
Invoice # ***
Intake pt ID # ***
Date of service on invoice 3/20/19
When I changed *** policies, unbeknownst to me the new policy no longer covered sleep apnea equipment. When I received auto shipment under new policy, I called Rotech/Sleep Central/*** who advised me that I could discontinue auto shipments but they would not allow me to return the items they had already shipped because it is "medical supplies." The items are always plastic, individually wrapped and packaged and the package was unopened. USPS advised since I had not opened the package I can decline it and they provided the tracking number which proves the unopened declined package was returned to sender. When I received another bill, I called *** again, who got Rotech rep on the line & told me I was told not to return the item because it is medical equipment. I explained USPS advised I could decline delivery, which I had done & had tracking receipt to prove the items were returned as undelivered but they stated my contract w/ them states I would pay if insurance didn't. I advised them they did not check with me to secure payment before shipping and they said they did not have to. They continue to bill me for the items I declined. The conversations by phone were recorded by their agency when I called *** customer service #866-441-4169, who then got Rotech rep on the line.
Stop billing me $347.64 for declined package that was returned unopened
I am currently diagnosed with severe arthritis, bursitis of the hips and spinal lumbar stenosis.
I currently use a walker however my doctor provided me with a prescription for a wheelchair to increase my mobility.
I went to Ideal Home Medical in Rocky Mount, North Carolina and asked if they accepted my insurance. The representative said yes. I gave them the wheelchair prescription and proceeded to fill out the forms they provided. This was around June 7, 2019. I never received a call/ text/ voicemail or email regarding my wheelchair or any issues with my insurance. I believed my claim was being processed.
I called Ideal Home Medical July 11, 2019 Thursday morning. The first person I spoke with said they didn't have my prescription and they couldn't find it and they hung up. I called back, different person apologized and put the manger on the phone (Christina L). Ms. L said the prescription was not submitted to the insurance company, they didn't have my insurance information and they have thousands & thousands of customers. I told her I wanted to make a formal complaint and I wanted the owners name & address. She refused to provide the information and hung up on me. This type of service is unacceptable. Not only is it unprofessional the company lacked empathy and compassion for my debilitating status. I would like to have my prescription back. This situation has caused tremendous anxieties for me. When did it become acceptable to hang up on clients'
How does a medical supply company lose a prescription and not make the client aware of their issues with fulfilling the request? Finally why is it a secret and the staff is not allowed to provide the owners name if there's a grievance with the medical supply company'
Never at anytime should the manager become belligerent and refuse to resolve a problem and resort to hanging up on a client. The owner listed based on my research is Robby B. I have no contact information on how reach him to resolve this matter respectfully.
Other (requires explanation) Most of all I need a wheelchair. Ideal Home Medical NEVER submitted the(claim) or prescription to the insurance company! I want an explanation of their policies of how & when prescriptions are submitted to the insurance company. In the future Ideal Home Medical should be transparent about how clients can submit grievances. Staff should be encouraged to their job in a timely, efficient and effective manner. If they are unwilling to provide the wheelchair I want my prescription returned to me.
Scam!!!
They "restart" the rent-to-buy each year!!!!
Received a nebulizer in April 2018 and was told that after renting for one year, the nebulizer would be paid off. Called in May 2019 to say that I was still being billed, and actually billed more.
My insurance changed to a new provider at the beginning of 2019 (companies do change providers).
When I called in July to inquire again, then Rotech said that the one-year rental period restarts when insurance providers change. And worse... my one-year period is set for April each year -
so any change that my company makes will reset the one-year term.
What a scam!
Would leave zero stars if I could. This company is horrible. From setup to customer service. If you get a list of supplies to use, please, whatever you do, choose someone else. They are dishonest and unprofessional. I will stop using my CPAP before they get my business again.
Well they have big time billing problems. They keep sending me statements saying I have not paid previous months. I have shown them every check that I sent in and had cleared my bank. I try to find someone there that will resolve the problem but keep getting the run around and nobody will take responsibility for it. They actually hang up on me when I call. The math does not add up on the bill invoice to what they say I owe. Bottom line is they are not willing to help, just in for the $$$. To rate them with 1 star is over what they should get. On a scale of 1-5 with 1 being poor, I would give them a negative 5
I have to use a company for oxygen use due to deteration of my health.this company not only Charing me for a service that they are not supplying me they are also charging Medicare and my 2nd insurance as well. They say they are Charing me for a large home cosentrator but they say they are Charing me for a small one as well,I do not now or ever had a small.portable 02 machaine.shantae with rohect said samaritan genea,told her as well that was what the charges of 16.18 and 73.22 was for and also for a deductible .I sure who's they would give me one
Billing Adjustment Don't charge me for something I don't or never have had.
Hi,
We have reviewed this complaint and found the charges are Mr. Roton's co-insurance amount for the monthly rental of a Concentrator and Oxygen Cylinders. I have attached a copy of the delivery ticket as reference. In addition, Mr. Roton should have received an explanation of benefits statement from his insurance indicting the amount is his responsibility to pay. As of 7/22/2019, Mr. Roton has an account balance of $23.22.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
I have had multiple issue with this company. After having surgery back in 1/14/19. I had oxygen equipment delivered to my home. In April I called *** to have them pick up the equipment since I was stopping it against medical advise. I was told that I could not do that and that my doctor needed to send the order in to stop using it. In May I received a letter dated 05/21/19 stating that if I did not return the equipment back in 10 days I was going to be charged $2,900 for the equipment. I then called them on 05/30 and they scheduled me for pickup on 6/6. On 6/5 I sent the rep Danielle *** an email to confirm that I was scheduled for the next day. I adv that I had taken the morning off from work so I can be home. She confirmed that they did have me in the schedule. on 6/6 I received a call from the pickup guy and he game me a time frame of 2-5pm I adv that I would not be available and asked if he could come alter. He agreed stated that he was running late and the he will call me back. He calls me around 1:30pm and advised that he will be there in 30 min. I advised that I would not be home. I called Danielle back and she became very rude and hostile against me. She hung up on me several times. Have asked to speak to a supervisor or to corporate and they decline my request, they tell me they will call me back but I never receive a call from them. I have emailed the company several times have not received a reply back. I have called them and when I call they put me on hold and then they release my call. I'm not able to get in contact with anyone to have them come pick up the equipment and I feel that they will charge me for all this time that they have not been willing to work with me to pick up the equipment. I'm sure this is a planned scam to make more money out of my insurance company or from me.
Other (requires explanation) I would like for them to come pick up the equipment and get it out of my house. I have also advised them that I will charge them a storage fee of $100 per day for having their equipment in my home and them refusing to come pick it up. I would like compensation for the time I have taken to deal with them and the time off work. This has caused me much emotional and physical pain and stress. Not a good thing after someone had to undergo major surgery.
Hi,
Rotech has reviewed this matter and determined our records show after several attempts Mr. Benitez equipment was finally picked-up on 7/03/2019.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes finally after many attempts they finally came to pick up the equipment. Now before you bill my insurance company I would like to know what you are billing. I have a feeling that this fraudulent and unethical company will try to bill for up to the date they finally came to pick it up. I'm sure it's just a tactic from them to make more money out of patients. Please make sure you only bill me upto April when I first asked that you come pick up the equipment. So provide the service dates you are billing the insurance for.
I received a bill for items I did not order nor receive.
I was surprised to receive a bill from Rotech when I hadn't ordered any products. Rotech has an automated system that asks if you need supplies, and because I had so many problems for the first time I did order, I have never done so again. Rotech took upon themselves to place me on an AUTOMATIC order. I never requested, nor wanted it. I did receive a water chamber back in January, which was not for my machine. When I called to ask about returning it, I was advised no need, it would cost more to return it. Now I have a bill for $166.66 for products not requested or ordered. I have called the company several times and they said I did receive it, and even called on it. Which is correct, the water chamber, which isn't even on this bill. I have spoken to 2 people with Rotech by phone, another by email. The email states that I sent an email to the company on 1/17, which is false, because I called about the water chamber, was advised of the AUTOMATIC order/ship, etc. Asked to be removed from it at that time. This is fraudulent charges, adding customers to an auto ship they never signed up for. I have not ordered any supplies since the 1st time which was in Sept/Oct 2018, the products then were not for my machine and had to be reshipped. They billed my insurance company, have billed me for the remainder, and yet I have no product to show for it. There email ended with "Because the information we have available shows the package delivered and that you were aware of the package, we would not be able to move forward with an adjustment or exchange. If there is anything that you feel should be taken into consideration or may be missing from the information I have provided below, please let me know and I will happily review back over your request." I replied to the email and have received no response. Extremely frustrated with this company from day one of working with them.
Patient ID#***
I honestly don't know which location I have been working with as it is an 800 number and general email box. I selected one in my home state.
I would like this account cleared from charges, and their assurance that no other items will be shipped as an automatic order but only if/when I place an order.
Hi,
Rotech has reviewed this matter and determined on 1/17/2019 Ms. Proulx contacted Sleep Central regarding her CPAP supplies. During the call, Ms. Proulx advised our representative she did not need any supplies at that time and asked if she could cancel the order. Our representative advised Ms. Proulx she could not because the order had already been shipped, however to contact us once she receives the package. On 5/31/2019 Ms. Proulx contacted our billing dept. regarding her bill. At that time, Ms. Proulx advised our representative she did not receive the CPAP supplies shipped to her back in January. However, the tracking number shows that package was delivered to Ms. Proulx on 1/19/2019. Also, on 9/28/2018 Ms. Proulx agreed to be enrolled into our Auto Ship Program to receive replacement CPAP supplies through our automatic system. We have since removed Ms. Proulx from our Auto Resupply Shipment Program. As of 7/10/2019, Ms. Proulx has a past due balance of $166.56
Please let us know if you need any additional assistance.
Kandice Hayes
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim that I requested to be on automated service is false. I never requested that. As my insurance was going to be changing but had no specific details, I would not have approved an automated services. No to mention, they still sent incorrect supplies when I actually did make in order in 2018. Considering that I will need to be on a cPAP for many years to come, you would think that customer service would mean more future business. Since my business doesn't matter, they no longer will need to concern themselves with any future orders and I will advise my physicians office of this situation. This bill to them is a drop in the bucket, for me, it means I bypass medication as I can't afford both. I was a contractor at the end of my term, I never would have approved automated deliveries, let alone with a company that doesn't even know what products to send for the one order I did make. I'm glad that I don't treat people with such disregard and little respect as they have shown to me.
I have a terminal lung disease and my doctor has ordered a portable oxygen concentrator. My insurance has approved it and although the staff in *** Ky have tried to help, Rotech continues to drag their feet. I know that due to insurance making me rent the machine they will lose money, but this is horrible customer service. I have a vacation planned and am leaving on the 1st of June. This order has taken months with no end in sight. They have jacked me around long enough.
Please help me.
Product_Or_Service: Portable oxygen concentrator
Delivery I want the item I ordered NOW!
Hi,
Rotech has reviewed this matter and determined the delay in Ms. receiving a Portable Oxygen Concentrator was due to missing documents required by her insurance. On 03/07/2019 we received an order from Ms.' physician. We did not receive the additional required documentation from the physician's office until 5/07/2019. Our local office has since contacted Ms. and her Portable Oxygen Concentrator was delivered on 5/23/2019.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
It took this company five months to send me the wrong order.
I have a BiPAP machine that helps treat sleep apnea. It's rented from this company, and both my insurance company and I pay them for it monthly. Periodically, they're supposed to check with me to see if I need any replacement parts (such as filters, hoses, a replacement mask, etc.) as part of the rental agreement.
This past January (2019), their automated call system contacted me to ask detailed questions on which parts I needed, and where they should be delivered. I answered that I needed a new mask, water reservoir, and filters. Approximately three weeks later, I received a notice by email that my order had shipped (1/30/19). It took a week for the order to arrive (2/6/19), only to find out they'd sent it to the right PO Box number, but the wrong ZIP code - 85935 instead of 85902. (That's the ZIP code for a town about 10 miles away, which I haven't lived in since I was 2 years old; I have no idea why they'd ever associate it with my account.)
According to the tracking information, the package was returned to them beginning the very next day (2/7/19). I contacted the company by email on Feb. 7th; they responded on Feb. 11th to confirm the correct address, and their customer service person said on 2/13/19 that they'd "placed an exchange order to be sent to you," whatever that means. According to the tracking data, that original package was returned to them on 2/19/19.
I heard nothing from them (except for my monthly bills) until 4/29/19, when they emailed another shipping notice.
That package was delivered (to the correct address this time) on 5/4/19, but I wasn't able to get to the post office to get it until 5/10/19 (it was originally scheduled for delivery on 5/8/19, so I didn't know it had been delivered until I checked the tracking data that day), which is past the 3-day window they allow for returns or exchanges. Inside, there were three of the wrong model of mask, which is not compatible with any of my other equipment and therefore unusable, and a set of headgear, which I'd specifically indicated I didn't need. There were no other items in the package, so I still, after five months, have an unusable machine for which I'm paying monthly rent.
Ideally, I'd like a refund (for both myself and my insurance) for both the incorrect parts they sent, and the five months of rent they charged while the machine was unusable.
Hi,
Rotech has reviewed this matter and determined Ms. CPAP supplies were shipped to the same address she used at the time of setup. Please see attached document as reference. We were unaware the address on file was incorrect until Ms. notified us on 2/11/2019. In addition, our records do not show any communication between Ms. and Rotech regarding her receiving the incorrect supplies. However, to help resolve this matter if Ms. contacts Sleep Central at (800)288-1853 we will gladly ship her the correct supplies at no additional cost.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.