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Rotech Healthcare

3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460

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Rotech Healthcare Reviews (%countItem)

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.

Desired Outcome

Remove that balance since I shouldn't have one. Also for my frustrations, give me some tangible; store credit or what not. Thanks.

Rotech Healthcare Response • Apr 16, 2019

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.

Customer Response • Apr 17, 2019

(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.

Rotech Healthcare Response • May 10, 2019

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.

Customer Response • May 13, 2019

(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

Desired Outcome

Refund I would like them to issue an RMA, email me a shipping label, and not charge me $15.00 for their mistake.

Rotech Healthcare Response • Apr 08, 2019

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:

Desired Outcome

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.

Rotech Healthcare Response • Apr 01, 2019

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.

Customer Response • Apr 02, 2019

(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.

Rotech Healthcare Response • May 07, 2019

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.

Customer Response • May 09, 2019

(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

Desired Outcome

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.

Rotech Healthcare Response • Apr 01, 2019

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.

Customer Response • Apr 02, 2019

(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.

Rotech Healthcare Response • Apr 17, 2019

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.

Customer Response • Apr 18, 2019

(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.

Desired Outcome

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.

Rotech Healthcare Response • Apr 01, 2019

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.

Customer Response • Apr 02, 2019

(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.

Rotech Healthcare Response • Apr 18, 2019

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:

Desired Outcome

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.

Customer Response • Mar 12, 2019

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

Desired Outcome

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.

Rotech Healthcare Response • Apr 08, 2019

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.

Customer Response • Apr 10, 2019

(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.

Rotech Healthcare Response • Apr 18, 2019

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.

Customer Response • Apr 22, 2019

(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

Desired Outcome

I would like for them to fix there billing system, credit me for the June payment and communicate better

Rotech Healthcare Response • Apr 05, 2019

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.

Desired Outcome

Just want to return for credit on this order and only Purchase items when needed.

Rotech Healthcare Response • Mar 15, 2019

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.

Customer Response • Mar 18, 2019

(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.

Rotech Healthcare Response • Apr 16, 2019

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.

Desired Outcome

Rotech should follow industry practice and automatically issue a refund when insurance has paid and there is a credit.

Rotech Healthcare Response • Mar 22, 2019

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.

American Medicare Company Pittsburg,Ca. is all the information I was given or able to find useing newmoreist phone numbers they called from
Incurding today for the past week they call me every 10 to 30 minutes trying to sell me braces that I dont need and charge medicare for the braces. each time I have told them I dont needbraces but all they claim is they are going to send them andcharge medicare. some phone numbers they have used are: 925-432-7581, 209-843-5693, 662-640-4606, 609-773-9223, 662-591-0124, 561-506-5771, 281-664-2973, 281-666-6563, 954-253-9292, 518-265-8933, 419-942-4400

Desired Outcome

want them to stop calling me and not to send the surposed braces they claim to be selling and not screwing up my medicare by billing them for something i have repeatly told them i dont need and to leave me alone along with my medicare

Rotech Healthcare Response • Feb 26, 2019

Rotech Healthcare is a home respiratory and medical equipment supplier. We are a reputable company that is committed to following all Federal, state and local laws and regulations. We do not now, nor have we ever, sold braces and/or make cold calls as those described. Additionally, we are not affiliated American Medicare Company. Mr. appears to be a victim of a telemarketing scam, but it is not from our company.

I have a hospital bed that needs replaced. For the last two or three weeks I have been expecting delivery. I called several times.
First and second times they could not find the paperwork or the bed.
The third time, they asked if I still wanted the bed. I said yes, I still want the bed. They replied that they would try and find the bed and/or paperwork.
The fourth time they said that they had to schedule a delivery.
The fifth time they set up a delivery Monday, January 29th, 2019.
They did not show up, so I called and they set up a delivery time for Thursday, January 31st, 2019. When I called to check on where the delivery people were, they said that delivery was scheduled for Friday, February 1st, 2019 at 2:30 PM. When I called at 1:00 PM they said that they could NOT deliver the bed until AFTER 8:00 PM. After my wife and I complained, they have set a time for Saturday, February 2, 2019 for 11:00 AM.
That is what has happened up to now.
THIS COMPANY SHOULD NOT BE IN BUSINESS!

Desired Outcome

Delivery I want the hospital bed delivered as promised!

Rotech Healthcare Response • Feb 20, 2019

Hi,

We have reviewed this matter and determined our local office tried several times to reach Mr. to schedule delivery of the hospital bed, however they were only able to leave a voicemail. Mr. returned our call a few days later and the hospital bed was scheduled to be delivered. Unfortunately, due to unforeseen circumstances, the delivery was going to be later than expected and it was rescheduled for the following day. Mr. hospital bed was delivered on 2/02/2018. As a courtesy, Rotech provides an estimated delivery window. We make every effect to arrive between the times provided. We would like to apologize for any inconvenience this has caused Mr..

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

Customer Response • Feb 21, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Hi;
I answered the phone except for once. As stated in my original complaint " I called several times.
First and second times they could not find the paperwork or the bed.
The third time, they asked if I still wanted the bed. I said yes, I still want the bed. They replied that they would try and find the bed and/or paperwork.
The fourth time they said that they had to schedule a delivery.
The fifth time they set up a delivery Monday, January 29th, 2019.
They did not show up, so I called and they set up a delivery time for Thursday, January 31st, 2019. When I called to check on where the delivery people were, they said that delivery was scheduled for Friday, February 1st, 2019 at 2:30 PM. When I called at 1:00 PM they said that they could NOT deliver the bed until AFTER 8:00 PM. After my wife and I complained, they have set a time for Saturday, February 2, 2019 for 11:00 AM."

They are NOT being truthful.

Rotech Healthcare Response • Mar 15, 2019

Hi,

On 2/28/2019 Mr. hospital bed was scheduled to be delivered however because our local office was not able to reach him, it had to be rescheduled. In addition, because the following delivery was going to be later than Mr. expected, it was rescheduled for the following day. We again would like to apologize for any inconvenience this has caused both Mr. and his wife.

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

Office over billed on multiple occasions and charged for things never received.
This company has billed my insurance and myself for items not received and items at 1.5 times the msrp price to pad insurance payments. At this time I believe they have over billed me to the tune of $224.64, but I paid 100 of that this evening to keep it out of collections. They have already threatened to violate the HIPPA laws by sending the debt to a junk debt buyer.

Desired Outcome

I would like the last of the bills zeroed out and we part ways amicably. I do not intend to do business with this organization in the future.

Rotech Healthcare Response • Feb 07, 2019

Hi,

We have reviewed Mr. complaint and determined the amount he is being charged is the allowed amount under his plan. The balance of $169.64 is his co-insurance amount for the CPAP rental and supplies from April 2018 through August 2018. Mr. insurance applied all of the claims towards his annual deductible. Mr. should have received an explanation of benefits statement from his insurance indicting the amount is his responsibility to pay. As of 2/07/2019, Mr. has a past due balance of $169.64.

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

Customer Response • Feb 08, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The amount you say is different from what you have been billing for already. You still are billing for items not received or purchased that I will not pay for. In addition you marked the Dreamwear item up $100 for insurance purposes above msrp and what I was told the charge was in office. This is fraud and I will be reporting this to BCBS to let them know of your practices. At this time there is no money owed to you except for fraudulent billing you are attempting. You will cease all fraud billing and any future billing as I will not do business with a company that operates like this.

Customer Response • Feb 14, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The company has admitted to billing for items that were not provided by the office and they are billing higher than agreed on amounts. There will not be any additional payments or communication until they resolve this problem. The only resolution is to remove the items they know they did not provide and to fix the over-billed amounts.

Rotech Healthcare Response • Feb 19, 2019

Hi,

We understand Mr. is unhappy with our decision in this matter. However, the balance of $169.64 is his co-insurance amount for the CPAP rental and supplies from April 2018 through August 2018. Mr. insurance applied all of the claims towards his annual deductible. As of 2/19/2019, Mr. has a past due balance of $169.64.

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

My doctor ordered me a new CPAP machine in Dec. and in Jan. I was told I would have to meet a new deductible for the machine because it was set up as a rental. It was going to cost me $ 60.00 a month for the next year and I can not afford that and my doctor said to go back to my old CPAP machine. I had just received it so the company I got it from let me return it with the lose of the copay of $ 32.00. I told them when I picked it up I did not want supplies because I could get them cheaper ordering them off the internet myself. The day I return the machine I get a package in the mail of supplies with the balance of $ 29.19 owed. I have called them twice and they said the supplies auto ship and I can not return them even though they have not been opened. I talked with Shai this last time and she insist I pay the bill even though I did not order these supplies.
Product_Or_Service: Nothing Purchased
Account_Number:

Desired Outcome

Billing Adjustment Send me a return shipping label and I will send them back or they can come pick them up and take it off my bill with no issues with my credit score.

Rotech Healthcare Response • Jan 31, 2019

Hi,

Rotech has reviewed this matter and determined Mr. signed an agreement to be enrolled into our Auto Resupply Shipment Program to receive replacement supplies. In this agreement it states "You may discontinue membership at any time, with a 30-day advance notice of your next shipment". I have attached a copy of the agreement as reference. We have since removed Mr. from our Auto Resupply Shipment Program. As of 1/31/2019, Mr. has an account balance of $29.19.

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

Customer Response • Feb 01, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
They told me I would not receive the supplies and even though they shipped them anyway I tried on day one to return them , so I'm well within my 3 days to return any unopened products. They refused me a RMA. I still have the unopened supplies and if they want to settle I can send them back to them , but I have already paid the $ 32.00 co-pay and that is more than I should have to pay anyway.

Customer Response • Feb 12, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
It states I have 3 days to call for a RMA and I called on day 1 and was refused a RMA. It also states I have 10 days to ship them back of which I could not due to no return address. I feel like this is just another way of taking advantage of their customers. It is no more than mere stealing from me when there is no excuse for not being able to return the items that was never opened other than pure greed. At the end of the day we will all have to answer for what we do and will be judged and held accountable for what we do in this life. If you can live with the lying, cheating and stealing just to say a few , So be it. I still do not except your answer and I still have the items unopened and no use for them because again I returned the machine also.

Rotech Healthcare Response • Feb 13, 2019

Hi,

We understand Mr. is unhappy with our decision and would like to apologize for any misunderstanding as to why we cannot accept the return of his supplies. However, we are standing firm behind our decision in this matter.

Please let us know if you need any additional assistance.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

I have been diagnosed with complex sleep apnea requiring nighttime oxygen through a BiPaP and then a BiPaP VS. I first obtained an oxygen compressor sometime in 2017. After having a third sleep study, and adjustments to the BiPaP pressure. I was found by the sleep technician that I had been fitted with a mask that was too big and that the pressure increase made the leakage worse. After the 3rd sleep study, with a nose cushion canula, the leakage issue was fixed. However when I inquired why the oxygen compressor had never been serviced, I was told, and the CS took a note, that it would be serviced "when they had someone in the area". That was in October 2018.This day 22 January 2019, the unit went into alarm and would not shut off.I reported this the next day. I was told that there was no record of my rental. I would have to have a 24 hour oximetry to determine if my insurance company would in fact pay for the time that it "lost", and that I would have to bring the unit in for exchange or repair. I inquired why this is my problem. I was rudely told that I could either get the oximetry or pay my self. I tried calling the ROTECH complaint number but was twice sent to voice mail, and once hung up on. This poor record keeping is not my problem or the problem of my insurance company. Meanwhile, I'm not getting my prescribed oxygen treatment that my insurance company contracted with them to provide.Product_Or_Service: Oxygen concentrator

Desired Outcome

Other (requires explanation) Other (requires explanation)I need to have a functioning oxygen concentrator. It is my insurance companies choice whether or not to reimburse Summit/Rotech for their record keeping mistake.Summit needs to pick up at my house, a replacement unit, or I will have to get my doctor to prescribe a new equipment vendor.

Rotech Healthcare Response • Feb 07, 2019

Hi,

We have reviewed this matter and determined due to a clerical error Mr. equipment was picked-up in our system. Our local office is currently working with Mr. to correct this issue. In addition, we have asked our local manager to conduct an in-service re-educating our employees on the importance of being courteous and respectful when speaking to patients. 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.

Customer Response • Feb 08, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)

Customer Service Associates not paying attention to telephone calls in detail. Failure to pay attention and deliver correct parts.
I contacted Rotech on Monday 1/22/19 regarding my grandmother's bed, the remote that controls the positioning of her head starting working improperly over the weekend. The head portion of the bed will only come up so far and it won't go down at all. I called and spoke with a Customer Service Associate in the Deland office and told them exactly what the issue with the bed entailed. On 1/24/19 I received a phone call from the delivery employee telling me I have a mattress coming in the next 10-15 mins. I never ordered a mattress, apparently Rotech just used the previous ticket from April or July 2018 and decided that my telephone call on 1/22/19 I guess meant nothing. I think it's a lack of concern on Rotech's part to not even value what I called in reference to. Lazy employees who just used the previous ticket that I called about from a year ago. It would have been nice if someone from Rotech would have called prior to the delivery employee coming out to even verify what service/product I needed.

Desired Outcome

Repair of bed in a timely fashion and better customer service.

Rotech Healthcare Response • Feb 04, 2019

Hi,

Unfortunately, we are not able to investigate Ms. complaint without a patient's name.

Kandice H
Sr. Information Management Specialist
Rotech Healthcare Inc.

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Address: 3600 Vineland Rd STE 114, Orlando, Florida, United States, 32811-6460

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