Rotech Healthcare

My apartment mate - VA - passed away May 29, 2018. He left behind a oxygen contractor and oxygen tank. Pickup has not happen in 2 1/2 weeks,
My apartment mate, who was a VA, passed away on May 29, 2018. The family left behind an oxygen contractor, oxygen tank and cart. I started approx. on Setp. 19, 2018 to contact Valley Home Medical, whose inform. was on the equipment, to come and pick it up. As of to day, 10-1-18, it has not been picked. I told the company, that if it is not pickup tomorrow, that I would take and put it outside and let anybody that wants it can have it. Customer service has tryed but it is not working out. I would not refer anybody to this company on my dying bed. I can understsnd why they don't work with Medicare - competive biddindg.

Rotech Healthcare Services d/b/a Aloha Respiratory Services, Inc. has never delivered a portable O2 Generator or CPAP Machine w/ supplies in 2-months.
My in-home O2 concentrator, back-up O2 bottles and portable O2 bottles and portable battery-operated O2 concentrator were being provided by a company called Apria. I am on continuous 3-LPH PRN. A woman "specialist" from Rotech Healthcare Services, d/b/a Aloha Respiratory Services located in Aiea, Oahu, Hawaii told me they could provide me newer, lighter and more efficient and supplies for less money than what Apria was charging and that they have a better delivery schedule too. I agreed to switch my services from Apria to Aloha and after several weeks of coordinating with my medical insurance provider and my physicians, Madison scheduled the delivery of the O2 machines and supplies.

The following day, a woman from Aloha dropped off an in-home O2 concentrator and one small O2 bottle; she did not deliver any valve, tubing or cannulas for the small portable O2 bottle, she did not deliver any large back-up O2 bottles in case the electric went out, and she said that another delivery person would be coming the following day to bring the rest of the O2 bottles, hoses and supplies, and the battery-operated portable O2 concentrator.

6-weeks has passed and a dozen or more phone calls have been placed by myself and my daughter to both "Madison" and Aloha customer service and every time they tell us that either the items will be delivered the next day or to call my physicians' offices or that someone will call us back.

NONE of the equipment has ever been delivered and I cannot even leave my home until I get the portable O2 concentrator!!!

I want my portable O2 concentrator, the missing O2 bottle valves, bottles and portable concentrator delivered without further delay because it is jeopardizing my health.

Finally, several weeks ago, one of my respiratory physicians ordered a CPAP machine and corresponding supplies from Aloha and that machine has not been delivered yet either.

Since there is not enough space here to tell the whole story which I think is important I will make this short, Over and over I have given Rotech insurance info. Over and over I call them and I call the insurance company and over and over I am told Rotech has NOT filed this billing information with the Insurance company leaving my 83 year old mother to foot the bill because of their irresponsible employees. This has gone on since April 2018 now Rotech wants to come and take the oxygen concentrator after my mom has paid them $300.00. And they are making the decisions on what she has to do to keep the oxygen. I am furious because I have kept in contact with them monthly and sometimes twice a month. If I worked for Retech I would hope that I would be more knowledgable of all this but as it is we aren't so I would think it would be helpful if their employees at least enough sense to know this and help us out more. This is for my mother, ***. She NEEDS the oxygen to breath... Her bill was 120.00, next thing it was doubled, then tripled then the 4th bill so she paid then someone shows up at her door to retrieve the container, she panics. She is elderly and can't hear well. She handed the man a credit card and paid 300.00 right there. They don't do their job then they bully the consumer.

Company provided a defective CPAP mask initially, then failed to bill insurance correctly. Assured me that I was not responsible for bills received from Rotech HealthCare Inc. Bills and collection calls continued despite repeated calls to Michigan Medical Supply, where I was told it was an issue with my insurance provider (whom I also contacted, and the insurance provider told me it was an issue with the DME company) but that they were taking care of it, and that I should disregard any billings received. Billings continue to this day (now stated as "seriously past due" when I was told before the DME was even received that I would nave no out of pocket expenses) and multiple calls to the company have netted no results, months later. I believe this company stated that they had received prior authorization, which my insurance provider has no record of, told me I would have no out of pocket responsibility, then incorrectly billed as being uninsured, and has failed to correct their billing issue. Also states that "they have no control over billing statements". Please note that the equipment in question was returned in early January of 2018, and I am continuing to receive bills.
Product_Or_Service: CPAP equipment

Rotech is trying to charge me $54.41 for medical equipment that I already paid for with a check thru bill pay with *** Bank on 5-25-2018. Rotech shows that this payment of 54.41 is now 90 days past due even though it has been paid. I have proof. Rotech is also trying to bill me $99.67 for medical equipment that I SUPPOSEDLY ordered. That charge shows on the bill that it is 61-90 days past due. This charge is supposedly for 3 items that I ordered 7-25-17 and 11-14-17.I have always paid in full for all of my orders. I have never seen these charges before until they showed up approx. 3 months ago. If you look at the dates it clearly shows that one date is over 1 year ago and the other date is Over 9 months old. On the bill that was sent to me it shows that they are 61-90 days past due. I have proof of the 54.41 bill being paid. I contacted Rotech 4 different times and they are unwilling to work with me in this matter. I was told that it shows that this is what I owe and that is what I have to pay. In the past I have had problems with Rotech billing Dept. In past I have paid my bills in full and have been sent notices for past due amounts from this company. When I contacted them for past matters I was told that the billing dept. is slow and that if I had paid it ,not to worry about it. I have been purchasing from Rotech for years and this is the first time this has ever happened.
Account_Number:

Sent products I did not order or authorize. Will not issue refund.
When getting a CPAP machine I declined getting monthly shipments. A shipment showed up. I did not open it immediately. When I did I called and they said it was past 30 days, they would not issue a refund. The prices charged to insurance were out of line. Now I am paying $89.40 for supplies I cannot use. The size is not correct. In my opinion their customer service is unacceptable. Their policy of 30 days is a racket so people cannot get refunds when they get products they did not authorize. One person said she would do what she could, I never heard back from her. Would never recommend this company to anyone.

Failure to contact after prescription was provided to initiate consultation for a new CPATH machine.
A prescription was sent to Rotech on August 16th. I asked for a call back to confirm receipt of the prescription and the next steps to receiving my CPATH machine. A message was left over 3 times with the Roanoke times and numerous calls to the Orlando office. I am completely ignore and treated a like a low life with a simple request for follow through in receiving a CPATH machine.

is billing me when I was told by them all the supplies would be covered 100% from my insurance provider
*** contact me when the Drs. office sent them a referral for new medical supplies for my CPAP machine. During my initial conversation I was told the insurance company would pay for all of my medical supplies at no cost to me. 1st untruth by the representative. The issue in not the cost but the unwillingness to admit their mistake. As noted on page 2, Service date of 03/08/2018 was supplies sent to me that was the incorrect type and completely un-useable. I returned all 7 of the un-opened, un-used items of product and was only given credit of 1 item. 2nd untruth by the same representative.
When I placed the order for the second set of supplies, I was very descriptive to include model # of my machine, model and style of the mask and headgear I have been using. When the second set of supplies arrived, I immediately open the package to discover, once again, the incorrect items arrived. When I call the same representative back to tell her, once again the wrong mask and supplies were sent, her response was, "I sorry but there is nothing we can do about it because your insurance will not cover any more product". She further went on to say, that not until another 3 months pass by could she even consider ordering anything else. Her next response floored me with, "you can simply go do business with someone else", and hung up the phone. Not only did I not contact someone else, I am still using the same supplies I have been using for the last 3 years.
Now that I have receive the bill I attached, I called *** and was told again, we have nothing to do with the billing and the billing department told me to contact ***.

I contacted the Rotech facility closest to me, which is in Elmhurst, Illinois. I needed CPAP machine and supplies. I had sleep study test results and prescription. They asked for additional information, which my dr provided. Three weeks go by and I hear nothing. Call them back, and was told I needed to give $350 deposit because I have high deductible insurance. I gave that. Here I am two months later and they still haven't sent my preauthorization request to my insurance. Every person I talk to gives a different excuse. They keep asking for the same information from my dr which has been faxed multiple times. Finally today, I contacted a different medical equipment company and asked Rotech for a refund. I have never received such poor customer service. It is shocking to me that my health is of no concern to them. I have severely low oxygen levels when I sleep and should have had my CPAP a long time ago. Not once in two months time have they apologized for my struggles, or made any attempt to assist me with my problem.
Product_Or_Service: CPAP Machine and supplies

Picked up equipment and have continued billing. Now threatening collections. Have contacted them and been told account is closed, but this continues.
This is in reference to account *** with Rotech Healthcare, Inc. The prescribed equipment was delivered on September 25, 2017. It was originally prescribed in Flagstaff Medical Center following a heart attack while on vacation. The higher altitude was causing oxygen concentration problems. At a follow-up appointment with my doctor on September 27, 2017 I received a prescription to stop home oxygen treatment. I communicated this to The Oxygen Store on September 28th, by phone call and by fax. The equipment was picked up by an Oxygen Store employee on October 4, 2017. The Oxygen Store refused to pick up the equipment earlier as it did not fit into their prescribed route schedule. I received a statement in March and April 2018. I responded with a letter on April 21st after confirming that the company had continued to bill Medicare following the time they picked up their equipment. I received another statement in May 2018 which included a statement about stopping service, picking up their equipment and sending my account to collections. I contacted the billing number and spoke with Richard R. He would not provide a full last name, nor would he elevate the call to a supervisor. He assured me that my account had been zeroed out and closed. I received a letter from Rotech in June 2018 informing me that I need a new prescription soon to continue service or they would have to pick up their equipment. I received statements in July and August 2018 with past due charges and the same standard threats about stopping service and collections. After repeated calls and written notification of service stoppage, I am reaching out to you for assistance in resolving this. I had their equipment from 9/25/2017 through 10/4/2017 and stopped using it on 9/27/2017 when I received doctor's orders to stop using it and obtained a prescription to stop, which I sent them by fax same day. I don't owe further charges and don't want my credit damaged because this company can't keep correct records. I appreciate your assistance. All supporting documents are attached.

Billing clients for items in an untimely manner and refusing to offer reasonable payment options
I received a bill in May from Rotech that included items from October, November, January, and February. I set up automatic payment, and expected that I was being billed for items I was sent as they were mailed. I was told that an internal audit of the billing had revealed that I hadn't been billed for certain items. It is difficult for me to verify the equipment I was sent 8 months ago because they sent things randomly, and obviously were not responsibly keeping track of what I needed to be billed for. I'm concerned that some of the things I am being billed for may be fraudulent. The result was $270 bill that they expect immediate payment for. I called to talk with someone immediately and was told a supervisor would call me back. After waiting 2 months I called back to see what the status was. I was told they would give me $50 off if I payed the remaining balance immediately. When I said you didn't have that, they said I could do payments of $45 a month or in 6 months they would send it to collections. I offered to pay what I could each month to pay off the balance in 8 months and was told if the full balance wasn't paid off in 6 it would be sent to collections. It doesn't seem fair to me that there is an immediacy for me to pay them when their negligence has created a burdensome amount for me to pay and may not honestly reflect the equipment I was sent.

My wife's doctor wrote a prescription for oxygen. Rotech delivered 6 tanks. No one ever discussed the contract we had to sign. After several months, my wife no longer needed the oxygen and called for over two weeks leaving messages. I began calling and leaving messages also. Finally someone returned the call and came to pick up the tanks on July 17th. We were surprised to receive a monthly bill and attempted to contact them but again, no response. I drove to their location and confronted them in person. The lady said there are only two people working and they are very busy. She explained their billing runs from the 10th to the 10th of each month. We asked to be prorated for the 7 days we still had the tanks but they refused. I don't feel we owe them anything as they hide behind their voice mail and refuse to call you back. We tried to return them for two weeks prior.

not enough space. Please see below
On 12/30/17 you delivered supplies to my home. On 2/19/18 I had the supplies picked up and returned to you. On 5/14 I got a bill for $600 for equipment I no longer had. I called and was told all was taken care of. 6/14, bill for $720, I called and was told all taken care of. 7/14, bill for $840. I called the billing office in Florida and was assured that everything was taken care of. 8/4, got another bill for $360. I will now assume that I was given a credit for the months I did not have the equipment and I have given you my insurance information 5 times. Please bill my Insurance and DO NOT SEND ME ANOTHER BILL. This has gone on long enough. I will also be sending this to the Revdex.com.

I would not use them they completely overcharge for rental of medical equipment. I could buy for what they are charging me to rent. They also completely ignore the allowed amount charging me almost twice that and ignoring the insurance responsibility even though my insurance company has paid. I cant get ahold of them to return the equipment. Do not trust them.. do no use them.

I was in rehab following extensive spinal surgery when it was decided I should use a CPAP device at night. Without my instructions, Summit Respiratory delivered the prescribed equipment to my room but failed to clearly explain/demonstrate how to use it. I could not operate the equipment and so I decided to send it back. When I checked out of rehab, I was told to leave the CPAP equipment in the room and Summit Respiratory could pick it up from there. Everyone involved knew of this plan and Summit Respiratory was told directly, but it was something like two months before they sent someone to pick the equipment up. During this time they were notified by at least two different people to come get their equipment. By that time nobody at the rehab center could find the equipment, and Summit Respiratory people blame me since I had signed some of their papers when they delivered the equipment. Note that I was recovering from major spinal surgery and regularly taking high strength pain medication. I contend these signatures are not valid because I was in no condition to make such decisions. It was no secret that the equipment was left in my room for Summit Respiratory to retrieve, but they failed to do it on a timely basis.

I was over billed and lied to 2 times over the phone.
I was billed $295.95 and told this is my final bill and their CPAP was paid in full zero balance after payment. This is a $429 CPAP at *** they have gotten over well $2000 for this CPAP. Then after 4 mos. I received a bill for $101.95 so I called and they said the same thing pay this amount and your CPAP is paid in full no more payments so I did only to get an other bill for $193.01. I'm not paying off for a third time and I'm not going to trust the word of anyone working at this company they can see me in court. Hope the Judge has time to read all the complaints from this fly by night company.

The local office in Renton never answers the phone. Left multiple voice messages and never got a call back.

I would not recommend this business to anyone.I have been with them since December they will only deliver 15 tanks every 90 days.I can never get threw to the Edgewood Ky.Office. Very unpleasant staff.No one returns phone calls.They rarely answer the phone .I have been trying for 2 weeks to switch suppliers and they still haven't faxed all the paperwork the new place needs.

False and over billing in Cortez, CO, not Delta. However, Delta was the only option provided.
In May, 2018 my dad asked me to review his billing from Rotech, dba A-Med, in Cortez, CO located at ***. What I found was appalling, none of billing matched his ins. statements, their billing would include months past, many duplicate billing. It was impossible to decipher. Once I did, I went into their office and discussed this with them and finally got this figured out, or at least I thought. The next day I speak to the general manager, who was rude and gave me another amount my dad owes. In the end and in a matter of two days, the amount changed four times w/o explanation or documentation. My dad and I decided to stay with the original amount Rotech and I came up with, before this incompetent general manager ever became involved. I hand-delivered two checks to them in two days and now they are saying they never received the second check when I literally saw it in their employee's hands. Fortunately, I convinced my dad to change companies. The second check had not cleared my dad's account, so I do not know what this employee did with it and my concern is that when my dad produces another check, they will cash both and we will never see that money again. Not only this, I called them to pick up this equipment, said they would, never did so a couple of days later I delivered it to them and they billed my dad's insurance company for a month he did not have this equipment and, of course, my dad has yet another charge, his co-pay. This company is a nightmare and when we changed companies, this should've been the end of our dealings with this company. They overbill, duplicate bill, bill clients for charges the clients are not responsible for and this may be a matter for the AG's office. We still do not know how to contact to get this cleared up, as when I called the Cortez office I got the rude GM, who hung up on me when I asked about the insurance billing when my dad did not have the equipment and when I called the main billing number, I assume in Florida, I explained the situation and she put me on hold, then back to the main switchboard. When we do submit another check, we will deduct the amount my dad has to pay to put a stop payment on the first check. Do not use this company at all, their billing practices are outrageous, their employees and customer service is rude, to say the least. There are much better companies for you and your loved ones.

provide hospital bed, but railing does not serves the required functions