Rotech Healthcare

Over the last few years this issue has existed. But in the last year they have scheduled four appointments to service my Home Oxygen equipment and missed three of them. Normally my equipment has been serviced about three times a year. Currently I have not had my equipment serviced in almost a year. They have said they would be there a 4PM, yet I have had them show up and by chance I was there at 1PM. They have scheduled appointments and then been 'No-Shows.? They have said the appointment is at 3PM and I drive in at 2:50 PM and they are backing out of the driveway leaving a 'sorry we missed you note on the door. The next to last scheduled appointment they missed, they called to re-schedule and then were no-show and no-call, and then I hear nothing from them for almost a year. I have only ever seen them change a filter one time and normally just take a quick O2 measurement, have me sign and then bill the VA, $600 I think! I have called to complain to the Veterans Administration as I am a VA patient, I will now write a letter of complaint to the VA. I don't believe they care anything about the veteran ? only the bill!
Product_Or_Service: Home Oxegen Machine Service
Order_Number: ***
Account_Number: Veterans Administrat

I keep receiving product and bills after they agreed to stop sending

The Inverness office will not answer the phone. Typically you get transferred to Kentucky and told to keep trying Inverness. I keep finding CPAP supplies outside my home. I have contacted ROTECH (which is a real task) and they assure me that I will no longer receive supplies. I pay my bills to CARECENTRIX and am promised that I will receive no more supplies or bills.
On March 13th 2018 I paid my balance in full with the agreement that I would never receive anymore product. They still are sending supplies, Hess supplies are unopened. A representative told me I have to reject the supplies with the courie. I am working 2 hours away on night shift. I do not drive home. I cannot be there to reject a shipment. They told me that they will not take returns and I was off "auto shipment" on March 13th 2018.
I will be filing Florida Department of Insurance Fraud complaint today

These people should not be in the medical supply business! The customer service reps and management team are incompetent at best and do not care about their customers. They are not there to provide you with professional, courteous service. They do not care about you or your health. Sadly, my family member is a customer of Sleep Central Rotech but will not be much longer! They deny even the most basic form of human compassion and kindness! Go somewhere else if you want a company that is concerned about their reputation with providing quality care to patients as this is not the place to receive that.

Never will deal with Rotech again after CPAP debacle.
This has been nothing but a nightmare dealing with this company. I have told ***, ***, and my new doctor that I NEVER want to deal with Rotech ever again.

I picked up my CPAP machine, mask, and such on 5/3 from Total Sleep Solutions. I was told that I would need to talk to Rotech whenever I had an issue or a question.

Well, first I was never told I couldn't try different masks until I found the one that was right for me. and that any future ones would be completely out of pocket as per Rotech's policy. When my one switch out didn't work, that was when I was told this. So, I was already upset because this is my LIFE we are dealing with. Not having a proper mask negates any progress I could have had with CPAP.

Then I talked to *** and explained my issues. I asked them how much this would generally cost me for things. I was told over $1300 because of my deduct. not being met BEFORE having to pay for another mask that may or may not work and will not go towards my deductible.

I finally decided to forget all this and return the machine on 6/1/2018 (less than one month after picking the machine up). I was told then that they couldn't take back my UNOPENED SUPPLIES because it was outside of the 3-day return policy!!!

WHO HAS EVER HEARD OF A 3-DAY return policy?????? Again, these were UNOPENED.

I was livid and started yelling at the office. They did take back the supplies (with the person saying they would take care of it, probably just to get me out of there) along with the CPAP machine (with built in modem), the SD card, and the Humidifier. They gave me a receipt (which I should have really looked at, but didn't at the time), and I got out of there.

Next thing I know, I look up my claims on ***, and everything including the supplies were billed to insurance!!!! I call ***, which in turn brings me to ***. *** never sent them the claim because they have NO RECORD of it in their system anywhere. They still try to help (I have her name) by having me on a 3-way conversation with SHANNON at Rotech, who starts arguing with both me and the *** rep. She states that NO ONE put in any notes about getting the chinstrap and supplies taken off of any bill and that even though I can't get those items back (no records, remember), I will have to pay WHATEVER they send the claim for in my insurance. CC rep gets her off the phone because she is being VERY rude to both of us, and documents EVERYTHING that happened.

Another claim went through to insurance on 6/3/2018 for a second month of rental!!!!!!!! *** STILL has no record anything came through them at all. I spoke to multiple people at billing, all saying different things on where I will get a bill and that the 6/3 bill will be canceled because they see that I returned the equipment, though the record said I returned it on the 8TH!!!!

Remember that receipt? Well, it didn't include the CPAP machine AT ALL! Only listed the Humidifier, SD Card, and BUILT IN MODEM. Yeah...

When I talked to Rotech, I had one person saying that *** was going to bill me, one saying *** was going to bill me, and one saying Rotech was going to bill me. AND NO ONE SHOWS ANY BILLS.

*** and I have been trying to talk to Rotech once more to get things situated. Their billing department has been UNREACHABLE since 6/14, saying their lines are down. *** was told they were going to get a call back from a person on the main line and never did either.

This should have never been approved by FB in the first place, but Rotech should have followed procedure and gone through ***.

Customer Service is horrible. No one calls to verify anything or to give updates.
In April 2018 my grandmother's doctor referred to Rotech to supply a new mattress and bed pump since the previous mattress/pump from almost 4 years ago is not in good working conditions. The pump is no longer working as good as before which has caused me to put tape around the pump in order to try and trap and keep air in the mattress. On or around June 6 I contacted Rotech to just inquiry on the delivery and they said the mattress was on back order which I never received a call in over a month now to even keep me aware that the bed was in back order status. Prior to my calling no one in the office informed me or my back up contact numbers of anything regarding back order etc. I'm beyond frustrated that in almost a month I still don't have a bed delivered to my grandmother and had I not called out of the blue to just check I'm pretty sure I still would have zero answers at this point. I suggest Rotech should find and implement an office procedure to keep customers informed by leaving voice mails etc to notify customers so later on you don't have an upset customer. In my opinion had I been notified I would have been much calmer and at ease that they care about there customers and were trying hard to accommodate and deliver the product to me in a timely fashion.

This is a horrible place to do business with. DO NOT use them. I set my appointment to get a machine and they told me I needed to go to a training session. They took me in AN HOUR later and I got out two hours after my original appointment.
I paid 300 dlls before leaving and I got billed for those 300 dlls a month later. I told them I had paid and they said they had no record of my payment and they wanted me to pay again. I asked for a supervisor and they sent me to the Phoenix office where they said the same thing. They promised to look into it and get back to me, but they never did.

I posted an inquiry through their webpage and never heard back.

Two months later I get a call from collections telling me I have not paid. I am still struggling with this and I am very tired.

Charged the day of service. Insurance paid. Called several times they keep saying it has been taken care of. 4 months later no refund.
*** out of Denver CO a Div of Rotech Healthcare INC. Charged me $142.80 in 2 payments one made 2/28/2018 and one 3/28/2018. Rotech received payment from *** in the amount of $142.81 on 2/26/2018. I made my first call at the end of March when I got notice that the insurance had paid the entire amount that I was charged. I asked for a refund, I at the time did not take the name down of whom I spoke with. I was told at the time it would take 3 to 4 weeks. I called again at the beginning of week 5 and was told that it would just be a credit on my bill and I told them no that I was told it would be a refund and 4 weeks had passed and I had not received it. They showed nothing in the "system" that I had asked for a refund. I then called a local representative*** and she said she would look into it and call me back, she never called back. I called again and she was driving and told me she would call me back, she never called back. At this point *** / Rotech Healthcare Inc was paid twice for the month of February to March. Once by me and once by the insurance company which to me is insurance fraud. All I am asking for is my $142.80 to be refunded.

Horrible company, especially in my area. I live in London, KY, and the main office is in the next town over. I am on a very limited income, and cannot afford to drive over there to get supplies. Recently, these*** decided to switch to only delivering every 90 days instead of every month.. leaving me with a 1 month supply of oxygen tanks (15 tanks for my portable) for 90 days.. which would be a 45 tank supply. Their service is awful, as is their equipment. Multiple times I have received shipments with multiple supposedly filled tanks that were half or completely empty, their seals for my portable oxygen system are subpar and blow wide apart most times within moments of installation to the regulator, and the tanks are constantly dinged, scratched and in rough shape. On top of this, on the regular, they only have 1 delivery driver to cover a 3 to 5 county area, as they treat their staff like ***. The Revdex.com needs to base their ratings a bit more on reviews from customers, because with 71 out of 74 reviews (72 of 75 counting this one), being NEGATIVE it should not have an A+ Rating. If I could give NEGATIVE stars I would. They are not giving me proper service, and I will be calling Medicare to file a grievance against them as soon as possible, in order to switch companies. Rotech and its subsidiary, Lovejoy Medical, have caused me severe undo mental and emotional stress, and I do not appreciate it one bit.

I have dealt with Rotech Healthcare in Milford , OH for the past three years. Since the beginning I have had nothing but trouble with them. The person who answers the phone, Heather, is the most disrespectful individual I have ever dealt with. Instead of trying to help customers solve problems she simply says sorry, this is the way it is. I received a c-pap machine from them with medicare , and for the past 2 1/2 years have had nothing but grief. They failed to send medicare the proper information for billing and as a result have told me, almost three years after I received the machine , that I was not compliant. Heather told me that they have been trying to contact me for over a year to inform me that I must return the machine or pay from $1000.00 - $5000.00 to keep it. First of all, it is a lie that they have tried to contact me over the past year. On 05/01/2018 I received a letter from them telling me to return the machine. This is the first correspondense I have received from them regarding this situation. I have spoken at great length with medicare and they told me that they have made 12 payments to Rotech. After thirteen payments, the machine would have belonged to me. Medicare assured me that it was Rotech who did not provide to them the proper documentation for them to process many of the unpaid claims. This has been one nightmare after another. I would never use this company again nor would I recommend them to anyone. If there was such thing as a zero star, that is how I would rate them.

Misleading business/customer service
About 6 weeks ago we were informed in writing the insurance company would not cover the CPAP machine. I contacted the local office and they told me the Air Force sleep studies results from 2009 were not compatible with the insurance now. We had been getting supplies including a new machine from Preferred Medical for the last 4 years. They instructed my husband to get a new sleep study conducted and forward the results and not to worry about the letter that no one would be picking up the machine. His sleep study was conducted 5/28/18 and now this morning 5/29/18 they wanted to pick the machine up, I informed them he just had the new sleep study conducted. Quan the customer service rep now insisted we would need a new order as well as the results but would still have to turn the machine in and wait for a new machine order to be processed or legal actions would be taken. We are now in the processing of switching companies. Rotech is a horrible business, they have no consistent employees or follow normal business practices. I have had to contact them countless times to have them bill both my primary and secondary insurance companies. The secondary insurance company is Tricare and upon the contract agreement there is to be no patient responsibility left owing but Rotech refuses to honor the agreement. I have paid the premiums because my husband has severe sleep apnea but this company continues to treat their patients like we are less than and with complete disrespect. I have contacted my secondary insurance and they have yet to receive a claim for processing.

Trying to bill me for a claim that was incorrectly submitted to BCBST
I have attached all of the document for my claim. Rotech will not respond to my request to resubmit and obtain the post authorization from BCBST. I have spoken with BCBST and they indicated that Rotech has not provied the Doctors scrpit for the equipment. They are now trying to bill me for the full amount.

On May 1st I was charged $298.26 on my*** card for product never ordered or received. In spite of verbal guarantee made in March that nothing owed.
I returned equipment and cancelled contract with ROTECH in their Omaha office (PSI Healthcare) first week of January 2018. In March they agreed they made a mistake and did not "turn off" the automatic recharging portion of their billing system! They told me I would NOT owe anything else!! I know*** received an erroneous bill from them! On May 1st they charged my*** $298.26 for items/services never ordered or received! I have filed a complaint with the State of Nebraska's Attorney General's office.

On April 11,2018 I phoned ***, a division of Rotech to inform them that my primary insurance would change from *** to Medicare effective May 1, 2018. On May 15, 2018 a claim from Rotech was submitted to Aetna for autoship CPAP supplies. Aetna is now my secondary insurance and so denied the claim. I contacted Rotech and Sleep Central on May 18, 2018 and was told to return the CPAP supplies that are in route for delivery so that they can cancel the order and submit a new order. The supplies were sent out 2 days late, have not arrived and when they do get here, are MEDICALLY NECESSARY. Since the representatives (Angel, C) informed me that Medicare requires the return and reshipment, I brought Medicre on the phone with Rotech. The Medicare representtive told Rotech that Rotech is able to submit a claim without the requirement that I return the supplies. Rotech refuses to offer any other solution other than for me to risk my health by using supplies that are past the replacement date. We are at an impass.
Product_Or_Service: CPAP Supplies

A-1 Rotech billed my insurance, Core Source from May 2017 to Sept 30, 2017. During this period 4 claims were denied pending information from this company, they had never provided this information back to the insurance company. This year I meet my deductible so all payments should have been process to 80%. Instead Rotech deduct 2 of this payments from my bank account.Now they are demanding payment but refused to resubmit the decline claims. I have call them and they acknowledge that the claims were denied but they haven't done anything about this. Instead they Threatening with collecting the machine (which Im okay to return) and sending to collections)
Product_Or_Service: Medical Equipment
Order_Number: ***
Account_Number:

Service.Billing,Employee Professionalism
My problem began in October of 2017. I requested Rotech pick up their equipment. I then began to get phone calls about my mailing address which is finally corrected. I have called them numerous times about my billing which is not correct and each person I have spoken to has been very rude and non understanding of the situation. They have been sent an order from my Doctor to stop service which requires them to pick up their equipment and stop all fees. As of Date 05-17-18 they have not done so but they continue to bill me. The billing is also incorrect as I keep good track of these things to keep from being overcharged which they have done. Rotech has never in over a year provided any product other than a Concentrator and 1 bottle of oxygen. No canulas or anything. As of date they still have not picked up their equipment either. I am tired of fighting with them and want them to handle business in a proffessional maner is all I am asking. The way they treat customers is very bad and they need to be stopped. I feel for those who are being robbed by this company and harrassed by their employees. Please Revdex.com do something about them. Thank You.

I was put on C-pap last May/June 2017. I started getting supplies by automatic order and was sent something almost monthly whether I needed it or not. The billing was way behind. I finally put a stop to the automatic ordering as I was getting billed for $400-$600 at a time with payment expected ASAP. The issue is not the supplies but sending something constantly and billing all the time.Second issue is they wanted me to pay by credit card over phone without seeing a bill. I said NO. I wanted a monthly statement billed in which I tured around and prompty paid the bill.Third when you email no one answers. When you call your lucky to get a call back or someone who knows what they are talking about. I've sent letters with no response.Fourth the real reason for this complaint is I've asked for the price of the c-pap machine. I want to know the balance and what I've actually paid so I can pay it off and go with another company. So far I haven't received a response or anything in writing. I was told by zachary In March or April 2018 that I owed $401.90 yet and the machine cost $1300.00. I asked how much have I paid which he didn't know. I figured (have the cancelled checks and statements) that I've paid either $1557.00 already or a little over $1,000. Anyways my husband said we aren't paying another dime until we get this in writing what's owed and paid.
Product_Or_Service: Cpap Machine
Account_Number:

Balance paid in full and was scheduled for my oxygen deliver but it never came. Have tried to contact the company who is a subsidy of Rotech Healthcare out of Tampa, FL. Now, I am calling almost daily to see where my oxygen is. I only get voicemails and after over three weeks I still have not even had a callback. I an homebound thanks to not having any portable oxygen.
Product_Or_Service: Oxygen

This is a horrible company, and would never recommend anyone to go through this company. They have horrible customer service and unprofessional supervisors. I too have had many issues with the C-PAP machine. They refused to do a three way call with my insurance company, and refuse to call me back. They took money from my credit card with out my authorization, which I had to fight to get back. They sent me a letter in April 2018 to return my machine, because my insurance company wasn't paying them. First they need to bill the insurance company, secondly when the insurance company wants to do a three way call with them, and myself, and they refuse, it just shows they don't care about their customers. I have been fighting with this company since august 2017!

Apparently like everyone else I too have issues with how they do their billing. I called them back in the latter part of 2017 when I noticed they were not charging me enough each month. I brought it to their attention as I wanted to be sure I was paying exactly what I was supposed to pay and not get socked with a big bill later on. I was brushed off almost every single time as being told. "No, this is what you owe us." No investigation into my concerns at all. Then in January of 2018 I called again with the very same complaint. This time I got one of the "few" customer service people, Brenda, that was willing to look through things and found out what was being done. They were not submitting to insurance properly. She was so helpful! Then a couple months back I get hit with a big bill that was close to $300. I sent them $50 for the past two months and in each bill I included a letter telling them that it was their mistake and not mine and I was going to send them this amount until I get it paid up. So, today I called to see if I could make some kind of arrangement as my husband got hurt on the job and I wanted to make sure that my bill was paid each month and not sent to a collection agency or something. I happen to get this real piece of work, Ray. He at one point told me my bill was over $400 and he was trying to add stuff from 2016 to the current statement I had sitting if front of me for $276. When I asked him why they were doing this to me he said he could not answer that and would have to transfer me to Corporate. What?? How can Corporate help me with this? I then get sent to Corporate and this poor lady could not understand why I was sent there and said I should be talking to billing. I then explained it to her and she said she would have to transfer me back to billing. At which point I asked her, "Will it be a random person I get or will you send me to someone that actually knows what they are doing?" She sent me to someone that she usually uses when this problem occurs. The new person in billing I was sent to was Karen. What a wonderful lady. She is currently working on the problem and is going to get back to me and has assured me that it will be taken care of properly and told me not to worry. And, she gave me here direct line for any problems that come up in the future. I gave this company two stars only because of Brenda and Karen. If not for these two fine people they would have gotten only one star. Run to another company for your supplies and equipment before it is too late!

Vitalcare distributed a CPAP machine to me and gave me a copy of a contract indicating that my compliance time was 21 days of 30 which I satisfied. I later received a letter from them (Rotech) indicating that I had not met compliance which should have been 70% of 90 days for medicare. They sent a letter asking for documentation and when I called to see what documentation they needed, they told me that I was not in compliance and that I would have to return the machine or pay $400+ for the unit which is what Medicare would have paid them. I told the rep at Rotech about the paper I received and asked for a report used to make their non-compliance determination which they promised to send me. I then called Vitalcare and asked them for the same thing. I also emailed this request to them and still did not receive a copy of the report. They continued to tell me that they needed the machine back and I told them that I would like to see their report used to make the determination so that I could appeal the decision. They sent a rep to my house to pick up the machine. I informed them again that I would like to have a copy of the report so that I could appeal their decision. To date, I have not received a copy of any data they used to make their decision. Vitalcare had indicated that they will charge me the retail price of the machine of $1400+ if I don't return it. Medicare and Humana had made insurance payments to them for the items billed. Currently unable to upload or fax copy of agreement but it was for 21 of 30 consecutive days.
Product_Or_Service: CPAP Machine