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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I wouldn't even give this DME supplier 1 star! I have spent a year trying to get my CPAP supplies and have made countless calls to Rotech and Sleep Central. Rotech doesn't normally answer their phones, and when you leave messages they don't return calls. I've spent hours making calls and paid hundreds of dollars out of pocket for CPAP supplies that should be covered by Medicare. I just get promises that the manager at Rotech will call me back the same day (she never has). This supplier has so many complaints against them online they should be shut down. I now have to go off my CPAP because I can't afford to keep buying covered supplies out of pocket. Am filing a complaint about them with Medicare.
Absolutely no service after 3 requests as well as supply company contact
FirstCare/Rotech is the company that Michael V.*** and Elizabeth C. *** had purchased their CPAP machines thru this company and we received supplies from Rotech one time. We discovered that they signed us up for a program that we did not sign up for and our documentation proved that. We also felt they were overcharging both customer and insurance/BCBS for the supplies and chose to purchase our supplies elsewhere. Since November & December 2018, we have not had a problem until now. We have chosen a NEW supplier due to a company is not able to order supplies any longer and I have made 3 phone calls to FirstCare asking them to send over the file to Respiratory Services of Kansas, the company has also called them, we generally get voicemail or someone that is filling in or someone that says they will take care of it. We are now 3 weeks out with no supplies, dirty filters and unable to purchase them because FirstCare will not send the file or call me back as I have requested each time. I have had to make multiple phone calls in the past for the charges and now this issue. My machine that I purchased, it looked like it was used but they claim it was not. We cannot get our supplies because the will not get the complete files sent, they do not return phone calls, the products are questionable and supplies are overcharged to customer and insurance. Should we not be able to get supplies due to their lack of service and we develop health issues, I will be contacting an atty at that point. I cannot have a sinus issue because of their negligence.
I want them to supply Respiratory Services of Kansas with the complete file immediately so that we can obtain our supplies that we desperately need as well as an explanation as to why my machine looked like it was used.
Hi,
We have reviewed the matter and determined Rotech has contracted pricing with both Mr. and Mrs. W's insurance company for CPAP supplies. The amount they are being charged is the allowed amount under their plan. Also, both Mr. and Mrs. W signed an agreement to be enrolled into our Auto-Ship program for CPAP supplies. I have attached a copy of this agreement as reference. In addition, both Mr. and Mrs. W's records were faxed over to their new supplier this morning.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
upon the overwhelming process and only being told that we could try 1 or maybe 2 masks and in the middle of a panic attack from the mask on my face, they never discussed this with either of us and as you can see, marked with X, and just said this is for this, and this and this, they did not talk to us about the program either. And I still have not gotten an answer about how my machine appeared to be used compared to Michaels machine that he got approx a month later. I feel this company is also overcharging the Insurance for the supplies as well according to the price listing. I feel that I am not the only client that has complaints about the same issues. The phone call I received was that they were sending out what I had called and ordered, I advised, I had not ordered anything! This is when I found out that I was automatically enrolled in this program that was not explained to about at First Care and neither was Michael. The discussion was that we would call when we needed supplies and were advised, YES. Apparently we are not the only clients with this complaint. We were just advised that this form was showing that we had PURCHASED our machine. I feel that no one should be automatically enrolled like that. The form and the info they provided as representatives was that it was just showing that you purchased the machine and was not a rental agreement. We felt deceived and underhanded with the presentation of this. And like I stated, the machine did not seem to be new but was charged as a new machine.
Hi,
As previously stated, both Mr. and Mrs. W signed an agreement acknowledging the enrollment into our Auto-Ship program for CPAP supplies. Also at the time of set-up, we encourage our patients to go home and download a copy of the Patient Information Booklet from our website regarding this program. In addition, the amount they are being charged is the allowed amount under their insurance plan.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither of us where told about thise website, only later did we find out this was officially "Rotech". Still, no response on the machine I received and they seem to skate around this topic. I would never refer anyone to this company and have been in contact with our specialist so they are aware of the "behind the scenes" issues. I do not feel this complaint will EVER be resolved due to the lack of customer care from the Information Management Specialist and they should most likely make sure they properly train their staff/sub contracting staff. From all the other complaints and reviews, I see that they do not resolve the matters and equipment receivers dissatisfied seems to be the ending result with no resolution in the end. They will never make anything right and satisfy the customer. Neither of us were encouraged to read anything online let alone down load it or told about it. Having to be put on a CPAP Machine and go thru the entire process and then be monitored how many hours you sleep ect, you would hope that customer service/care provided clear information and proper service along with followup and return phone calls and not shady business practices. Customer Satisfaction and Customer Service should be a priority not a constant neglect and all about making money. I will never recommend this company to anyone due to this complaint nor to their "sub contracting" companies.
Attempted to Return Product within 3-day period. Now we cannot return products we did not request.
Initial CPAP Purchase was completed December 28, 2019. We stated that we did not want to be on a resupply list. We received a package in January, but missed the 3 day grace period to return..so we paid for that one.
We received another package on 4/18 and called Sleep Central immediately. Spouse spoke to William. We were to receive a callback with details. We apparently missed the call / VM, and Sleep Central states since the 3 day grace period is over, we cannot return the package that is not opened.
Sleep Central's automatic reaction is they cannot take it back, even though we have went through this process before with my wife without issue.
Also, Sleep Central's initial response back to us via "Voicemail" was a bogus statement saying that we did not cancel correctly because we called our medical billing vendor first (***) instead of calling them...or that we need to call *** for resolution.
We now have over $400.00 dollars of product we did not request and multiple hours runaround trying to return it.
The local Roteck provider in Frankfort Kentucky (Lovejoy) says they have attempted to reach out to regional managers for help but have not gotten anywhere.
We have proceeded to wait on the "Corporate Rotech" line for over an hour on 5/7 with no one answering the phone. We have also attempted to reach out via their Website for over an hour as well with no resolution.
We just want to return the product and have he $409 dollars cleared from *** for products we did not want.
Hi,
Rotech has reviewed this complaint and determined due to an oversight Mr. was enrolled into our Auto Ship Program for CPAP supplies. Unfortunately, because of this error supplies were shipped out to Mr.. This error has since been corrected and Mr. has been removed from our Auto Ship program. On 5/28/2019 our billing department made an adjustment to Mr. account for the returned supplies. We apologize for any inconvenience this issue may have caused Mr..
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
Bill now received from Rotech, amount due $89.25, for a product on 12/5/2018.
I have been told by other CPAP suppliers that they always check insurances to make sure all is OK.Limited CPAP quantities in time frames are covered. This order was sent to me with my belief that my insurance will be paying 100% as always in the past with other CPAP suppliers. Only now I receive a bill 5 months later? I believe as other CPAP suppliers do also, they must verify with the insurance company to make sure the CPAP quota has not been met.
Below are my correspondences with Rotech.
***Revdex.com has redacted the email thread.
Rotech should not charge me $89.25 for CPAP mask supplies since they must not have checked with my insurance first. I have been using CPAP for 6 years and depend on the supplier to let me know the insurance coverage, if it is too soon to order, or what I can receive with my insurance coverage. They won't take it back--3 days to return anything. Not my fault. Rotech fault and they are trying to cover up for their mistake at my expense. I also want my Rotech account closed ASAP.
Hi,
We have reviewed Mr. complaint and found the balance of $89.25 is his co-insurance amount for CPAP supplies. Mr. insurance applied the claim towards his 2018 annual deductible. Mr. should have received an explanation of benefits statement from his insurance indicting the amount is his responsibility to pay. As of May 22, 2019, Mr. has a past due balance of $89.25.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
In my past 6 years using CPAP therapy, I have never had any co-payments or any out of pocket expenses with any of my CPAP supplies. My supplier would always check when I ordered to make sure my insurances are covering the expenses, and if it is to early for the coverages, I am advised. There has never been any 'co-pays'. When my long time local supplier went out of business and closed their store, they automatically transferred all accounts to Rotech. I want my Rotech account closed! I refused to pay for expenses that I have never had in the past! I am willing to take the matter to court along with many other unsatisfied new Rotech customers. Class Action? I have explained this issue to several other CPAP suppliers and they all agree, the supplier must check in advance and advise if the insurance might have issues. I have been told by many and advised this is their responsibility. I also do not appreciate the "bully" tactics from Rotech. This is not the way for a company to stay in business.
(The consumer indicated he/she DID NOT accept the response from the business.)
Please re-read my prior posts;
As I stated several several times prior, I have been using CPAP supplies for over 6 years. My prior CPAP supplier, Globe Drug of Grand Rapids, MN went out of business, closed their doors and automatically transferred all accounts to Rotech 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?
Final reply and responce.
Hi,
As previously stated, the balance of $89.25 is his co-insurance amount for CPAP supplies. Mr. insurance applied the claim towards his 2018 annual deductible. We encourage Mr. M to contact his insurance provider to request an explanation of benefits statement be mailed to him to verify his financial responsibility. As of 6/10/2019, Mr. has a past due balance of $89.25.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
How Rotech gets an A+ amazes me beyond belief. Worse customer service ever, complicate use for patient with active schedules and I'd imagine, worthless to those who don't know how to navigate or take control of their health care. And then there are the multiple domains that Rotech operates: Rotechcom, sleepcentral.com, replacementsupplies.com and instamed. No central clearing house, no central point of contact. In two words: ROTECH
I received CPAP supplies from rotech for approximately 10 years until I switched to another CPAP unit and supplier in April of 2018. Rotech continued to send me supplies that I never ordered for the old equipment and continued to bill me for the supplies. Over the 10 years that I was provided supplies by Rotech, I paid every bill and never questioned the amount even though the charges were different for the same supplies. In addition, I never ordered supplies from them, but they continued to send them even after I had the new equipment and I contacted them that I no longer use their machine. I paid all the bills that they sent me , the last being in November 2018 on an October 14, 2018 statement. The statement referenced supplies dated September 25, 2018. Subsequent to that statement I received supplies that I returned to them because I could no longer use their supplies and I didn't order them. Each month thereafter, I receive a statement referencing supplies that were supposedly sent July 30, 2018 even though the last payment I made to them was in November 2018 and the July 30 supplies were never mentioned. I call them every month once I receive their statement billing me for the July 30, 2018 supplies and I tell them I don't know how they can bill me for supplies supposedly sent in July after I paid for supplies in November when the July 30 supplies were never referenced. I'm not sure if they have billing problems, they claim it is my insurance slow processing of claims, or if they are running some sort of scam. I'm not sure that I ever received these supplies or if it was the supplies I returned. Finally, I received a statement from them last week in which they state that it is a 2nd notice and that they have made several attempts to contact me. I don't know how they can state that when I have contacted them at least 6 times, the last time I even spoke to a supervisor, and told them that I was not paying for supplies that were allegedly sent to me in July.
Product_Or_Service: CPAP supplies
Billing Adjustment I would like Rotech to quit contacting me about this payment and to not threaten me.
Hi,
Rotech has reviewed this complaint and determined our records do not show any communication between Mr. and Rotech requesting that he be removed from our Auto Ship Program prior to speaking with him on 11/07/2018. In addition, the balance of $160.98 is his co-insurance amount for the CPAP supplies from July 2018. The amount was not transferred over to Mr. until November 2018. However, Mr. should have received an explanation of benefits statement from his insurance indicting the amount is his responsibility to pay. As of 5/09/2019, Mr. has a past due balance of $160.98.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't recall receiving an explanation of benefits with co-insurance balance due. It seems hard to believe that the insurance company didn't process this claim for supplies I allegedly received in June 2018 until November 2018. The insurance company processed at least 2 claims for supplies that I received subsequent to June 2018 prior to processing the claim in question which I paid as I did with every other statement I received over the approximately 10 years I was receiving products. It appears to me that there is a problem with Rotech's bookkeeping when a claim was said to be processed months after the fact when subsequent claims were processed and the co-insurance was timely paid. Furthermore, when I review previous explanation of benefits and corresponding Rotech statements, there are similar supplies listed on the statements, but the co-insurance that I was responsible for varied for the same supplies provided, again an indication that Rotech's bookkeeping is deficient and not timely. I just don't understand how I can be charged different amounts for the same supplies received. Finally, Rotech does not mention anything about the supplies that I returned and if I was ever issued a credit for those supplies that I never ordered and they also claim in each past due notice that I never contacted them when if fact I contacted Rotech each time I received a past due statement to contest the amount due. Another indication that there is questions with their bookkeeping and customer service department. Thank you for your time
Hi,
On 11/28/2018 our billing department adjusted off the charges on Mr. account for the return of his supplies from October 2018. As a courtesy, I have attached a copy of Mr. explanation of benefits statement from his insurance indicting the $160.98 is his responsibility to pay. As of 5/15/2019, Mr. has a past due balance of $160.98.
Please let us know if you need any additional assistance.
Kandice ***
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with Rotech's explanation. First, I've received no documentation regarding the return of supplies. Secondly, I still believe that the amount Rotech claims I owe is inaccurate and is a result of their deficient and untimely bookkeeping. As an example, I received supplies on 12/26/17 and received a billing statement for those supplies on 02/14/18. I received supplies on 03/27/18 and received a billing statement for those supplies on 04/14/2018. I received supplies on 09/25/18 and received a billing statement on 10/14/18 for those supplies. Thereafter, I received a statement on 11/14/18 for supplies I received on 07/30/18. I find it hard to believe that the insurance company would be that delinquent in processing that one claim when every other claim, both before and after, was processed timely, the longest within 2 months of receiving the supplies. In addition , the amount that I am said to be responsible for is different on the these statements. This is the reason that I Rotech has a bookkeeping problem and I am disputing this claim and refusing to pay the full amount due.
Very poor and unprofessional service in the Lexington KY store. I had an appoint with a respitory therapist for a mask fitting. Appt was for 11:15. I got there about 11:05. I was told that my appt would be delayed 30-60 minutes because the first appt of the day was late arriving. Under that theory, all other appointments this same day would be late. This is wrong and unprofessional. Too bad about the first person running late but the office chose to inconvenience 5-6? other people because of one person? The staff should have rescheduled that first late person. I work and could not wait around. Going elsewhere.
I was billed due to fraud by Rotech. They said they didn't know how much insurance would pay so they billed me.
On February 26, 2019, I got my CPAP medical equipment with the wrong mask. They ordered the correct mask and billed the insurance. Before I left the facility I was forced to pay the co-payment. I repeatedly told them Silver Summit insurance told me they cover everything but they forced me to pay and to discuss the matter with the billing department. I paid. I called. They refunded. The reason they gave was they didn't know how so they billed me. This is fraud. What if I paid and didn't call? Of course, no refund will happen.
I received a bill yesterday March 28, 2019 from them for $38.42 as a patience balance for the equipment. I called. They said that is not co-payment but a separate bill for me to pay. I said the insurance pays for everything. They said they don't know how much the insurance will pay and the insurance haven't paid at all until now so they wouldn't know. This is frustrating. A company billing me just because they didn't know if I should be billed or not.
I call the insurance today March 29, 2019. Insurance said they paid the first claim (claim # ***) which they received on March 5, 2019. The second claim (***) was received on March 25, 2019 and it is on process which should be paid within 30 days. Rotech made me feel like insurance is not paying them at all. Insurance said they did and the second claim was still in schedule for payments. Rotech or any company should not bill their customers unless they are pretty sure they should be billed. This is unprofessional and fraud.
Remove that balance since I shouldn't have one. Also for my frustrations, give me some tangible; store credit or what not. Thanks.
Hi,
Rotech has reviewed this matter and determined due to an oversight Mr. was setup in our system under the incorrect payer which caused him to pay a $37.48 co-pay. However, our billing department has since corrected this error and Mr. has received a full refund. We would like apologize for any inconvenience this may have caused Mr..
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Rotech's response is to mention an issue that I already mentioned as resolved but ignored the second issue that I mentioned that needed to be corrected. Apparently they didn't read the entirety of my complaint. There were two issues. One was resolved but the other one wasn't. I mentioned the resolved one as a proof of their frauds and ongoing trickery. Please remove the balance given to me that was shown to me at my latest bill. Thanks.
Hi,
Rotech has reviewed this matter and determined this was a clerical error that was corrected on 4/29/2019. As of 5/10/2019, Mr. account balance is zero ($0.00). Please let us know if you need any additional assistance.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted this as the balance got corrected. I did hope for compensations for my calls and frustrations but will settle for this.
They are very difficult to work with. We needed the oxygen for a short period of time and wanted to return the equipment in less that 1 month (their billing period). Their personnel couldn't pick the equipment up when scheduled and assured us there would be no additional charges. We received an additional bill anyway. We call the Denver office 4 times and the billing office 2 times. Each time we were assured they would credit our account. Then the took the money directly from our bank account even though they were not authorized to do so. It took a call from our bank to get them to reverse the charges and return our money.
I spoke with the order desk about the specific item I wanted to order. They shipped and billed for a different item. They will only accept the return if I pay the shipping and pay a $15.00 charge.
Product_Or_Service: Phillips Respironics Wisp Mask Frame
Order_Number: HCPC Code ***
Account_Number: Carecentrix Account
Refund I would like them to issue an RMA, email me a shipping label, and not charge me $15.00 for their mistake.
Hi,
Rotech has reviewed Mr. complaint and determined we are unable to accept the return of the mask because it is past our return policy. Rotech has a 3 day return policy from the date of receipt. The tape used to seal the box of supplies had "OPEN IMMEDIATELY 3 DAY RETURN POLICY" in bold red font. On 3/05/2019 Mr. received his order. On 3/11/2019 Mr. contacted Sleep Central requesting to return item. Unfortunately, because the return is outside of our policy Mr. will be subjected to a 15% restocking fee.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
On Nov. 22, 2018, was sent home from hospital, with short term oxygen ordered by doctor at ***. Anesthesia, and pain drugs after spine surgery had caused oxygen levels to be lower, but with a spirometer, and oxygen for less than a month, oxygen had returned to normal, as indicated by pulse oximeter used to check daily numbers. Kept calling Summit Respiratory, wanting to tell them they could pick up oxygen before the next billing cycle of 12/22/18. When asking for pickup, they stretched it out past the billing cycle. We had paid the entire amount of $120.00 when it was delivered, as delivery guy said Medicare didn't cover short term oxygen. We didn't want to incur another month at our cost, when my oxygen level had returned to normal. It took a phone call to the corporate office, after phone calls to Summit were not being taken. This call was made on 1/10/19, and talked to Ray. Ray talked to Summit, and supervisor at Summit called saying the oxygen would be picked up on their schedule the day of 1/16/19. She told me that she would have billing adjust the account. The pickup guy brought a ticket showing a zero balance owed, and indicating equipment had been picked up. A fraudulent extraction from our bank account was made on 1/8/19, for $98.49. Filed complaint, and bank authorized a credit of this amount back to our account. They had used the routing number, and account # off our check of $120.00 to do this. This was not authorized by us, and the bank concurred. Keep getting a bill from them for $98.49, and called on it. Told them I had sent them the ticket, showing a zero balance owed, with the last billing. Rosie, the clerk, said processing was done elsewhere, and I owed this balance. She got really aggressive and rude, while shouting at me. She threatened me with collections, and kept saying I had signed for this oxygen at the hospital. I did not. she said I authorized bank withdrawal. I did not, and bank concurred. Asked for supervisor, and she said she was busy, & would call.
Product_Or_Service: oxygen concentrator & portable gas
Order_Number: ***
Account_Number:
Other (requires explanation) This bill is being sent from Rotech Healthcare, Inc. which Summit Respiratory is a part of. The remit payment address is Orlando. Phone # 877-*** The office with Summit Respiratory in Lakewood, needs to communicate with this billing office, and stop billing me for the equipment they failed to pick up on time. I have a ticket showing zero balance due. I sent a copy of this ticket, with the invoice sent to me, and it was ignored. Rec'd another bill for $98.49.
Hi,
Rotech has reviewed this matter and determined we do not show any communication between Ms. and Rotech requesting her equipment be picked-up prior to 1/10/2019. Also, Ms.' signed a Payment Agreement authorizing Rotech to charge her payment method on file for any unpaid balance. I have attached a copy of the agreement as reference. As of 4/01/2019, Ms. has an account balance of 98.49.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Rotech, or Summit Respiratory, not having record of me calling them is irrelevant, as they didn't keep record of my calls prior to 12/22/18, requesting pick up, but I did. Did not want to incur more than the initial $120.00 paid on delivery of their oxygen, when my oxygen had returned to normal. Their document they show agreeing to payment of $120.00, is only for the $120.00 paid by check on 11/22/18. The check cleared our bank, so there is nothing owing on this signed agreement of 11/22/18. The language in the document is clear that it refers to the delivery date of 11/22/18 only. The supervisor at Summit issued a ticket showing zero balance owed, which the driver provided when picking up the oxygen. I provided a copy of this ticket with the bill of $98.49, and again on this complaint. No mention of this zero balance ticket is being acknowledged by Rotech in their reply to this complaint. I had to go to their Complaint Resolution on their website to finally get someone to listen to me about picking up this oxygen. It was only then, that something got done in regard to pickup. Being in recovery from spine surgery, did not have the stamina to initiate calls day after day to Summit about picking up this oxygen. I kept telling their service people answering the phones, that the date of 12/22/18 was coming up, and did not want to incur another month's charge for the equipment. I had trouble with them, trying to get a humidifier for the equipment, as was having daily nose bleeds, and that took so many phone calls, that were exhausting. I finally got the humidifier a day before the 12/22/18 date of having the equipment a month. The service to their customers is negligent, and beyond reproach. I called the billing office on this bill, trying to resolve it, and found myself getting shouted at by Rosie on the other end. I requested talking to a supervisor, and was told she was busy, and she would call me at her convenience. Have not received any such call, so decided to file a complaint. The ticket the driver provided with a zero balance should end this debate about the $98.49. *** ordered this oxygen for me, and will let them know of this debacle encountered with this company.
From: Kandice H
Sent: Monday, May 6, 2019 3:19 PM
The document our driver provided to Ms. is a pick-up ticket to show proof her equipment was picked-up, not a bill. I have attached a copy of the document as reference. Ms. equipment was not picked-up until 1/16/2019. As 5/06/2019, Ms.
has a past due balance of $98.49 for the month of December and January oxygen rental.
Thank You
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Made multiple attempts to talk to someone at Summit Respiratory about picking up the oxygen equipment, that dated 12-12-18, 12-14-18, 12-18-18, etc. Of course they didn't record the conversations, as only made a human connection once, and got the recorder the other times. I searched the website for a way to connect with someone, after the holidays, and lo and behold found an extensive complaint resolution section. Thought that odd, that this would be such a prevalent part of their literature. I called the number, and talked to Raymond. Told him I had no luck in talking to someone at Summit Respiratory on all attempts made to have this oxygen picked up. He contacted the supervisor there, and put her on the phone with me. She said she apologized for the inaction, and would prepare a ticket showing that there was no past due balance on the equipment, and would have it picked up on their schedule, which didn't happen until 1-16-19, and talked to her on 1-10-19. It's imperative that I mention the fact that I was recovering from a serious back surgery, which afforded me very little mobility, and had to deal with the inadequacy of the clientele at Summit Respiratory. This saga continues with Kandace H, who refuses to make any attempt at resolution. There should be a record of my calling the billing dept. seeking help, when I talked to Rosie, who chose to yell at me. She said a supervisor would call me, and that never took place. I've done my due diligence to get this matter resolved, and have met with indifference, and absolute illegal attempt to take this $98.49 from our bank account with no authorization. The ticket I received indicates on it that there is no past due balance. Legally this ticket suffices as my proof that this matter was resolved by Summit when they picked up the equipment, and provided me with the ticket. Rotech is beyond approach, and should be shown on the Revdex.com as a disreputable company. I consider this attempt to work with them as being done, or final.
Sleep Central stated: "Just a friendly reminder of Sleep Central's Return Policy: Please note after 3 days from receipt of package Sleep Central will not accept or credit a return under ANY circumstance. Sleep Central will not accept or credit any item that has been opened. The patient MUST open the Shipping Box immediately upon arrival and verify each supply is accurate. The patient should not open supplies until they have verified their order and size is correct." " Mr., Thank you for your email. Per my original response these items will not be adjusted once received back. I also confirmed your account was removed from this program in my previous response. Thank you and have a wonderful weekend! "I REQUESTED THAT IF THEY WERE NOT GOING TO REFUND MY MONIES THAT THEY SHOULD SEND BACK THE PRODUCTS I RETURNED WITHIN THE 3 DAYS OF ARRIVAL.Sleep Central responded:"The supplies will not be adjusted nor returned to you for use. As I stated in my original email all items returned must have a return authorization number. You returned this order without the needed return number. The supplies will not be adjusted nor sent back out to you for use. Any needed supplies at this time until your next 90 days will have to be paid for out of pocket.This is clearly stated on the bottom of your pick ticket that was included with your supply order."I RESPONDED IN AN EMAIL THAT THIS WAS UNACCEPTABLE AND THEY SHOULD BE REPORTED TO FTC.How can subject company keep products returned after payment for said products based on the technically of a authorization number? I did not open any of the products shipped and they are brand new. Consumers need to be aware of this type of behavior by this company.
Product_Or_Service: CPAP Supplies
Order_Number: Returned with return
Account_Number: Returned with return
Other (requires explanation) Since they sent the wrong product in the first place as I had indicated (and confirmed by them) to send the original face mask, they should return my monies but at a minimum send back the product I returned. I can't fathom that a company can get away with this type of reasoning not to refund or provide goods for monies paid. Also, very poor customer service! I also desire that all profile information (especially my credit card information) be totally deleted from their records.
Hi,
Rotech has reviewed this matter and determined on 4/01/2019 our billing department adjusted off the charges on Mr. account for the headgear, mask and cushions. Unfortunately, because Mr. returned the filters without an approval they were discarded and cannot be reshipped/replaced or receive a credit.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
The subject individual items were returned immediately in their original sealed packages (unopened) in the same condition as shipped - even if following Rotech's protocol of obtaining a authorized number said items would be shipped in the same manner. The perception of their response is inaccurate in that it would appear said items were either tampered or opened - which it was not. As inidicated in my previous response, if Rotech was insisting on charging me for said items, why not just send me the items (back) instead of charging me and 'disposing' of items. It is clear that Rotech is unfairly justifying their position.
Hi,
As previously stated, supplies returned without an approval are discarded and cannot be reshipped/replaced or receive a credit.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Rotech has not issued a credit for the charges and allegedly disposed of subject shipment. Response by Rotech is still unacceptable since initially they were not willing to provide credit or even ship product back irrespective of obtaining g an approval number the products shipped were in their original sealed packages. Enough debating this issue - just give me my credit.
I placed an order with Rotech 2 weeks ago and have not received my supplies. I contacted them today, 3-12-19, and they said they called me to ask for new insurance info, my insurance has not changed from my previous order though. They gave me the date their automated call went out so I checked my caller ID and I had no calls that day. And their customer service chat did not apologize or say sorry after I told her I am now out of my supplies. Poor Poor customer service.
Now I HAVE to leave a star in order to post my review, but I don't want to leave any star as they are a zero.
I moved to Mt in 2017, and got an order for O2, through CHO. I called them and they said they received the order but had to go through my insurance, which I understand. But I hadn't heard anything, until the next day when I called them. They were still working on it, and they couldn't deliver until the insurance claim or whatever it was, was cleared. I told the person on the phone that I needed to have it at night and I had an order for it so she said I could pick one up myself if I wanted until the insurance went through. So I went down there and put the concentrator in my car. A little time after that I had an order for the portable tanks and the same issues came up, and I ended up going up there and picking up the tanks myself, and when I needed refills, I ended up having to take the tanks back to get them exchanged for full ones. Later on, I personally spoke to Kiley on the phone since I was going to try and change oxygen companies because I don't need to deal with this. I shouldn't have to get the supplies myself since I have the health issues that require the equipment they supply. He didn't know about me having to get own equipment at the beginning of my experience with them. He apologized and said he had new staff and asked me to give them another chance.I agreed to.Move on to the end of February, I called and asked for refills. Andi said she couldn't find me in her system, and I told her that was funny since I had their equipment. She then said she found me but there was only an order for nocturnal O2. I then asked her '"then why do I have the portables here if I have no order'" She then found the order and made an appointment for the march 7. I hung around and they never showed up. I called them today and was told they wouldn't be delivering since I owed 2.86 for a portability fee. I asked why I wasn't billed before, and Kiley told me "we were doing this out of the kindness of our hearts". Told him that was very professional. He hung on me, said I was harrassing him and his staf.
Other (requires explanation) I would just like the staff to know that this business requires some kind of compassion towards their customers. We can't all just walk around and do normal things like they can. Maybe I could've been a little bit nicer,but they could've too. I can't just go pick up tanks anymore by myself since my health has gotten worse. And this is their job to help people, and if they don't want to, then I will change companies, and even change insurance so I don't have to deal with them anymore.
Hi,
Rotech appreciates Mr. bringing this matter to our attention. We have implemented a corrective attraction plan to avoid this from happening in the future. Also, we would like to apologize to Mr. for the behavior from our representative. Rotech will be conducting an in-service to reeducate employees on the importance of being courteous and respectful when speaking to patients.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
First noted, I am a Ms., not a Mr.. And the one thing I would like to see implemented in person is, like stated above, is customer service. They do not know how to speak with customers, especially the manager.
Hi,
Rotech will be conducting an in-service to reeducate employees on the importance of being courteous and respectful when speaking to patients. Again, we would like to apologize to Ms. for the behavior from our representative.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
I purchased a portable oxygen concentrator, as prescribed by my pulmonologist, from CHO after several phone calls with Ronna L. She told me I had to pay for the POC when we ordered it and then could file a claim with my insurance, BCBS. I checked with BCBS to make sure this was okay and was told yes. On 7-26-2018 I gave them my credit card info and was charged $2645. for the POC and $500 for an additional dbl battery for it, which I knew I would not be reimbursed for the extra battery. I received my items in less than two weeks and filed my claim about a week later. I kept checking my BCBS website to see if it had been processed. On 8-25-2018 I noted that BCBS had made a "rental payment" to CHO for $73.26. I called them and explained many, many times. On 9-25-2018 BCBS made a payment to CHO of $732.60, which is the preset price that they will pay for that POC. I made many more calls to BCBS, and we even had a conference call with CHO who claimed they did not get payment yet, I asked if my request to be reimbursed the $2645 was on record or did I need to call again, giving time for them to get the payment. I was told I was on record in the file. On 10-26-2018 I filed a complaint with the State of WY Dept of Insurance. We have had conference calls with CHO to no avail. My client advocate was Ruth Maureen Case.
Product_Or_Service: Portable Oxygen Concentrator
Order_Number: ***
Account_Number:
Other (requires explanation) I think CHO needs to pay me the $2645. I paid them as they were aware of the provider agreement and have been paid by BCBS in September. They have had my money since July.
From: ***
Sent: Tuesday, March 12, 2019 12:48 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case#***
I have been refunded the money due me from Rotech, therefore I am cancelling my claim/ complaint. Thank you and I am sorry for any inconvenience or otherwise time wasted.
I order medical equipment (CPAP) supplies through Rotech Healthcare. I called last December for an end of year supply shipment as I had met my deductible for the year. Rotech did not process or ship the order until after the 1st of the year. When someone called me to confirm my order, I asked if it would ship before the end of the year, I was told yes. When it was shipped and processed after the 1st of January 2019, It then processed against my insurance and now I am being charged my deductible. I have tried to call and I spoke to an Ashley and a Marissa at 866-882-4675 and they both have told me there is nothing they can do. Rotech has become very difficult to deal with and they will not let me talk to a supervisor or a manager above Ashley. Please help me to resolve this, how can an Insurance company just tell you no. The first time I called I was actually told that they got backed up last year and many orders were not shipped in time and processed in January, yet they are not willing to take any action to resolve the issue.
Product_Or_Service: CPAP Supplies
Other (requires explanation) The billing for the claim needs to be resubmitted to my insurance for a December billing for proper deductible coverage or it needs to be waived.
Hi,
Rotech has reviewed this matter and determined even though December is our busiest month of the year, orders are still processed in the order they are received. However, due to payer and order requirements there is no guarantee of shipment after an order is placed. Mr. placed an order through our automated system for CPAP supplies. Our automated system advised Mr. his order would be processed after all required documents were verified. On 1/08/2019 Mr. order was processed and shipped.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
The order was placed in December. No mention was made that this could be processed after January 1. The order was placed due to meeting deductible for the year. I would have not placed the order knowing it might be processed after the end of the year. Their lack of efficiency should not be my burden. I believe they do this intentionally. There have been multiple other complaints online about this very same billing issue.
Hi,
As previously stated, due to payer and order requirements there is no guarantee of shipment after an order is placed.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
Company is refusing to bill appropriately and online research has found that they have done this to many other people. The company needs to re-bill this appropriately or accept the return of the unopened supplies.
Overbilling and lack of adequate communication.
I received a bill for January 2019 that I felt was in error. I called Rotech and when I explained the problem to the representative she said she needed to go talk to a supervisor that I should hold. She returned saying that the bill was correct I asked about the payment I made for June 2018 she told me they have no record of that payment and she would talk to a supervisor and call me back. A week later I called back because I did not hear from them. I talked to a different representative who asked the last person about it and told me it was correct. I asked about the bill saying that my account was severely past dew and he told me it was because they had not applied the credits from the last year that he would do that. those credits were from 2018 when they charged me $17.01 per month for 6 months when they should have charged me $4.25 per month for 12 months according to the EOB from my insurance co. I asked about the payment I made in July for June 2018, he told me if they can not find it they can not count it. He told me I should use there online pay system because that is the only way they can keep track of the payments. I went to my bank and got copies of all the checks my bank sent them in 2018 and each one showed they cashed it. I took the copies and all the bills to A Plus Medical, there representative here in TX. that supplies my equipment and they call and talked to billing after telling the billing representative that I had a copy of the check they cash for June 2018 the representative said they had no record of it and to email them the copy and she would give it to her supervisor that was not in and would not be back till Monday. I then asked the representative about the past dew on the January 2019 bill and she told me to disregard those. Over 2 week later and I still have not heard any thing about the copies that were emailed to them or the bill that I say was wrong. I do have all the copies of the checks My bank sent them that show they cashed them if they are needed
I would like for them to fix there billing system, credit me for the June payment and communicate better
Hi,
Rotech has reviewed this matter and determined this was a clerical error that was corrected on 2/19/2019. Also, Mr. credit of $17.01 was applied to date of service 1/03/2019. We would like apologize for any inconvenience this may have caused Mr..
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
Business in Tucson, AZ took an order for a transfer chair almost two weeks ago. Since then, there's been a constant set of broken promises as to why haven't delivered. As of today, they now claim that they're just submitting to their administrator for approval to order- despite telling me almost week ago that it had already been approved and would arrive at my house in 48 hours.
Auto shipped Med Supplies that I didn't order or need. Tried to return shipment unopened.
Called Rotech Billing said no returns or Credit.
Received Package from Rotech about the 1st week of Feb. 2019. I didn't not order or need items for my c-pap. Didn't open package. Last year it came through my paid Insurance program. Have may extras from the program. Thought it came through Insurance but that should have ended. Received a bill Feb. 18th 2019 for the items total 167.47. Called them right away and wanted to return unopened shipping package for credit. 2-20-19. They said no credits or returns. I said I was willing to drop package off at one of there local centers. They said thats fine but no credit. I said thats ok NO Payment.
Just want to return for credit on this order and only Purchase items when needed.
Hi,
Rotech has reviewed this complaint and determined Mr. signed an agreement to be enrolled into our Auto Ship Program for PAP supplies. In this agreement it states: "You may discontinue membership at any time, with a 30-day advance notice of your next shipment". Our records do not show any communication between Mr. and Rotech requesting that he be removed from our Auto Ship Program prior to his shipment on 2/01/2019. On 2/20/2019, we removed Mr. from our Auto Ship Program for PAP supplies. As of 3/15/2019, Mr. has an account balance of 167.47.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
No I tried to return the items and they said they don't accept returns. This was setup with medical insurance paying. What they sent are items not needed. This whole thing seems to be a scam to over supply the customer and insurance plan. They have not mad any contact with me other than sending bills. They are the ones that make it very hard to contact.
Hi,
Unfortunately, we are unable to accept the return of Mr. supplies because he did not follow our cancellation policy for the Auto Resupply Shipment Program. Our policy states "You may discontinue membership at any time, with a 30-day advance notice of your next shipment". Mr. did not notify us until after receiving the shipment. As of 4/16/2019, Mr. has a past due balance of $167.47.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.
No refund provided on credit card payment after insurance paid the claim. Had to call to request the refund which is not industry practice.
On November 21, 2018 I purchased a face mask and headgear from Rotech and was charged $250.90 on my Visa. The claim was submitted to my insurance company ***) and they paid Rotech $250.77. I expected to see a refund on my credit card for my charge since insurance paid but after 6 weeks I finally called to request the refund. When I asked why the refund wasn't processed once insurance paid the customer service rep told me that wasn't their policy. So essentially, if I hadn't been paying attention to my benefits summary, Rotech would have just kept $500 on a purchase of $250. This is unethical and possibly fraudulent. Having worked in healthcare for 30+ years I can tell you this is not standard practice.
Rotech should follow industry practice and automatically issue a refund when insurance has paid and there is a credit.
Hi,
Rotech has reviewed this matter and determined the representative did not correctly explain the refund process. When a credit is posted to a patients account, our system places it in a refund queue to be worked where it can take up to 60 days for a refund to be processed. A credit of $250.77 was applied to Mr. account in mid-January. On 2/18/2019 Mr. contacted our billing department requesting the credit be refunded to his credit card on file. Our representative expedited the refund request and Mr. was issued a refund the same-day.
Please let us know if you need any additional assistance.
Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.