Rotech Healthcare
Reviews and Complaints

I just received my 90 day supply...I was sent the wrong size nose pieces...I should have been sent small, instead I was sent large. Can this please be corrected & let me know what I should do with the incorrect order.

Product Code: LC13 Item# 1105175 Nuance Pro Gel Cushion Rp

Order# 5787962

Ticket# [protected]

Name: Gayle Terrill
18916 Quercus Dr. #58
Hudson Fl. 34667

Re: Follow-up to e-mail sent moments ago … See below.

I called into your office on Oct. 12, 2018 at 3:51pm and spoke to your representative, Sara, about a question about my bill. I am a consumer, and am not familiar with the various terminology and professional jargon used. So, I attempted to speak in very basic terms to explain my billing question. This young lady was very condescending, rude and not sympathetic to my needs AT ALL. I do not find that treatment professional nor customer friendly. I only waned clarification of my bill so that I might PAY it. She's definitely working in the wrong department ... as she did not collect my payment nor assist me with my needs. Please review the recording of our conversation, if available, I welcome it and future customers might also. When asked to speak to her supervisor she placed me on hold and then came back to state that one was not available and that she would take my information and one would call me back. Let's see ...

*** I just received a phone call from [protected] expressing that they were from Rotech and following up on my request to speak to a supervisor. I asked if the young lady was a supervisor and she said yes. She said, her name was Lisa. I began to tell voice my complaint and her complacency alarmed me with a red flag that this lady was not a supervisor, AT ALL, but the same young lady who I spoke with by the name of Sara PRETENDING to be a supervisor. APALLING! This young lady is out of control. And I would like a response to this e-mail please. Thank you

I have unsuccessfully dealt with this office for over a year. The explanations of equipment, product, usage and Medicare compliance are so comvileted depending on who is speaking.
Seems to me it is a way to get you off the phone.
When I would try to clarify what they are saying, they would talk over me .
Clearly these people hate their jobs.
Not worth the aggravation.
Find a different company within your provider network.

August 27, 2018
a complaint in Colorado Springs

Where do I start? Summit Respiratory, they have been a thorn in my side since 2009, when first prescribed oxygen! It seems that every year, they find another or several egregious ways to dishonor me. Prime Example: Waldo Canyon Fire June/July 2013. A huge fire traveling towards C/S, the smoke was easily seen in the neighborhood; it would get a lot worse, before getting better. Myself and my wife were concerned: what if we lose power or have to evacuate (we had received a warning from the cspd stating: you may have to evacuate your home! it could happen so be prepared); we had on hand four oxygen bottles. What happens if the fire and smoke were to deteriorate? To evacuate means we need more oxygen bottles, ' call Summit I said" wife did and was told " ' we can't deliver any to your home.' " My thought was 'How about we pick some up?' So she called Summit again only to be told " ' No! You can't have any'" Catherine again called and asked if they had any on hand, " ' yes we do, but not for you.' "
Around June 18, 2018. I called summit and spoke to the stations general manager., notifying him that my account hadn't been serviced it four weeks, he assured me that it would not happen again. Present-day My account hasn't been serviced in seven weeks! When leaving messages on (route manager) Paulie's devise, six or seven in total, he never returned any calls!

The high flow machine that was in my home, (using past tense) stopped working. Why? I assume, because, it had not been serviced since 2016 . It was replaced with, a low flow flow machine.

Getting back to Paulie's egregious behavior towards me; I called in and spoke to him, maybe a year ago and asked for some filters, his response was " 'just wash the ones you have' " How insulting! He wanted to know why I could not or would not wash them? another insulting statement! Not that it's any of your business; am highly allergic to dust.

Being concerned about tripping in my home, a request was made (again to Paulie) for a 40' or 35' main line, " 'they don't make em.' " was paulie's reply. Which is a falsity, they were on line through several manufactures. What was paulie's solution? " 'string some ten footers together !' " We (that would be referring to us, you & me; knowledgeable folks) know that, any way one looks at it, it's counter productive.

Besides having a lung condition, one of my diseases includes Peripheral Neuropathy. With this disease, my chief complaint (besides the all of a sudden stabbing pains) is the unbalancing when walking, standing, looking up while standing and raising my arms above my head! Yet again, Paulie's comment of yet again Why? Not only unprofessional but also demeaning.

What to do about this, you ask? Changes have to be made; look at the local rating: 41 people gave an average rating of two stars. Does that speak volumes?

Respectfully yours, Lee Swendsen

I had to pay a deposit of $255 before Rotech would place the order for my husbands simplygo. I paid them. The simplygo broke and I called them to fix it I was told I had to send it back so they could send it to get fixed with no estimate of repair time. I was told while my husband waited for it to be returned he would be given O2 tanks, we got the simplygo in the first place so we can travel as we please. I told them that was unacceptable we were paying for a mobile unit and that's what we needed as a replacement, the person I spoke to on the phone told me my husband would take what Rotech gave him. I hung up the phone and bought one. They came to pick up their equipment Now they want $113 even though the account was on auto pay. I told them take it out of the deposit and send me the balance. Seems they have no record of me paying a deposit, I put it on my credit card so I have proof of the deposit. I am refusing to pay the $113. I haven't received the balance but they keep calling me and harassing me. My question to Rotech is where did my deposit go?

Worse company I have dealt with. I called and spoke with two people in customer service. Was told I couldn't return a mask and headgear that they incorrectly shipped. I have used a CPAP for three years. Have never changed the accessories I use. I get a incorrect mask and they won't let me return. First lady I spoke with was extremely rude. Somehow, was disconnected ! Called back, spoke with a gentleman that was a lot nicer but still made it my fault that the incorrect mask was pulled and shipped. Waiting on a manager to call me back. I'm sure I will get the same outcome.

This company appears to be toxic from the top down. After reading the other reviews and factoring in my own experience, it seems they are only in business to protect their customers - the insurance companies. They have no compassion for their patients. Avoid them if you can. If you must use them, do not sign up for automatic delivery of their supplies.

While I have had terribly upsetting phone calls with their national customer service team, like many others, the Rotech employees in my local Clarks Summit PA office are especially miserable. A few details:

Trying to gain compliance for insurance coverage of a DreamStation Auto BiPAP was hard for me due to chronic pain and chronic sinusitus that force me to disconnect from the machine and move around my house much of the night. From the Rotech website "To be considered compliant, you must use your CPAP device for at least 4 hours a night, for at least 70% of the nights." However, the contract I signed at the local Rotech office states "You must use your PAP device more than an average of 4 hours per night for at least 21 nights in a 30 consecutive night timeframe, within the first 90 days". These are different requirements and I had several very frustrating discussions with Rotech employees regarding my compliance, or not.

The SSD card download from my machine provided the daily usage hours for a 30 consecutive night timeframe. Only 15 of the 30 days exceeded 4 hours but six additional days had a reported usage of 3 hours 59 minutes. (I would have put the mask back on those mornings but my machine display reported the usage at 4 hours, adding "Congratulations you achieved another good night"). Regardless, these 6 nights added to the 15 nights >= 4 hours equals 21 nights. Per the contract I signed, I achieved compliance because the average usage for these 21 nights is 4.19 hours. I appealed in writing to their corporate people and their compliance group, but they refuse to respond.

In addition, after my doctor ordered the upgrade from CPAP to BiPAP on 3/26/18 Rotech did not get me the BiPAP machine until 5/1/18. Five weeks is a long time to go without for someone with severe sleep apnea. During this time, my local Rotech office gave me three different excuses for their ineptitude. I don't know if they are just poorly trained, but I know that they could care less about their patients.

Client number 3738440

So very dissatisfied with customer service for years for oxygen tank refills. I have changed oxygen companies but unfortunately I am now on a cpap for approx. 2 years. They have made it so incredibly difficult to get replacement items for cpap. I have waited 2 months with several calls finally got supplies today they didn't bother to replace the headgear which is Velcro and has wore out. I've practicly begged for a new one since it comes off several times a night. They sent me a piece that doesn't even go with my machine. So super disappointed. Customer service reps are super rude. Omg very disappointed. Will be changing companies but since they make it so hard it will take forever. Beware horrible service all around..

Needed leaf blower sound level oxygen generator we had for 3 days replaced. This covers 5/26-5/30 so far. No one in house being able to sleep was not their emergency. No response to emergency call at all. I had to call daily for 4 days. Answering service only told them about one call. Service listed problem in that one note as they 'think' the machine is a little noisy.

To keep from replacing told us they would never repair a replacement if we insisted on one if it broke. Driver said no replacement on truck. Finally gave us one that was on truck after all. Used how tired we were from no sleep to insist we were wrong about machine loudness. Let not visibly disabled driver decide machine ok on noise. Said noise level was crap shoot lottery that could not be controlled. Driver fussed at both seniors like we were kids and admitted that what he was doing.

Driver made brief attempt to take new machine back and pretend he had actually replaced. I caught that. After receipt form signed driver filled in all blank space with a hand written narrative that attacked our characters big time. Refused to give us copy.

He took as proof that we didn't actually intend to use the machine our talking together over how dumb it would be to go to the ER because fatigue exasperated our disabilities. He believed a comment that we could not fix the machine our selves as that we were going to take a hammer to any replacement.

We had to stop talking to each other because he kept taking our words and writing down his version that we meant to break the new machine or not really use it.

Admitting his yelling and ugly language was his "disciplining" us because he felt we needed it. He admitted this.

Gave us a copy of each formed signed that looked like his copies --- except for the one where he filled in blank space after we signed with basically character slurs. We asked for a copy of that. Said no. We asked he write on ours what he wrote on his. He refused.

Now trying to get a copy of his receipt with mean narrative on it from main office.

I have called Rotech numerous time in the last few weeks. Today I called around noon 3/30/2018. They transfer me all around to try and answer my inquiry but end up hanging up on me or transferring me to the same department after being on the phone with them for nearly an hour each call. My husband got a cpap through them a few years back and paid for it, so he owns it. My husband only used the cpap once and is not going to use it. I was recently diagnosed with sleep apnea and need a cpap. I have all the info Rotech needs; my prescription, the serial/model number of the cpap, etc. Rotech refuses to help me, even though I have been told by Rotech managers and other supply companies, that all Rotech need to do is release my husband' name/info from airsense/cpap data. Today a local (WA state) lady from Rotech yelled at me, interrupted me, was extremely rude, and told me false information about this being illegal and refused to speak with my husband to release the info; (as per the request of my insurance company) and even hung up on me. I was very polite. It is completely false that I would have to buy a whole new cpap just because the cpap we have was assigned to my husband in the past. Does this mean everyone who owns a cpap has to throw it away when they decide they can't tolerate it/are finished with it? I don't think so. This is nearly a brand new machine. To sum it up, dealing with Rotech has been a part time job and has brought me to tears several times. Luckily, another local company is going to help me get supplies, even though Rotech won't cooperate with my requests. The other company will simply give me SD cards to put in the machine to have my data on and mail to the data to them periodically and make sure my insurance will cover supplies.

Name : Janice Saylock
Zip : 18414

Your Pathetic excuse for a Health Care
Company continues to charge me for oxygen that was to be taken out of my house
2 years ago!
I know how you 'work' You keep the
'customer' from speaking to Anyone when customer service is called by putting them on hold, dropping calls, etc. All the while the equipment stays in the home and you keep getting to Bill Medicare.
You are going to face a LAW Suit, Does THAT sound Familiar?
Thanks to your company and Your
SCAM Tactics my health has Worsened.
You will be sued for that, for lack of response to my calls and requests, to take the O2 Unit ( which I didn't NEED) another SCAM, OUT years ago! Myself and my Advocate have
contacted Your CS ( what a Joke)
SCAMMERS! You prey on the Sick and Rotech You will pay for this! We have tried to resolve this to no avail. My o2 was taken out and You're Still billing Medicare -FRAUD-! And harassing me. You're NOT getting away with this Rotech. And Thousands of people stand with me. I want the calls stopped! You were Paid! And the billing to STOP!
NOW! B

Patient ID: 325976
The Wisp Mask leaks around my nose and allows air to blow into my eyes. When the air escapes from the Wisp Mask it creates a whistling sound that awakens both my wife and myself. This has been happening for several months but did not happen when I first started using the Wisp Mask last summer.

I called the 800 number 3 weeks ago with no response.

If someone would contact me, maybe we could solve the problem.

Never use this place! After being put off numerous times for a cpap machine(either because their respiratory therapist was on vacation, for some reason they could not schedule a future appointment for the therapist and I was not available around Labor Day ) then when I was finally scheduled to come into their office to get cpap set up, (I was instructed to call Tuesday the day after Labor Day to confirm the Friday appointment we made) I was told the therapist would not be at the Richmond location! Tony said they could mail the cpap machine to me? I had been told by the Dr's office that a respiratory therapist would need to set the machine by Dr's orders and choose the correct mask so obviously they would do anything to make a sell! I let Tony know how I felt being put off and waiting over a month. Of course RESP-NO CARE started calling after I hung up and wanted to see what they could do then for me! I called my Dr's office to see if I could use another med supply co. and they sent info to another co. Dr's office faxed request to Cloud med supply. When Dr's office called resp-NO CARE they were told by Tony that they had already set me up! A BLATANT LIE! So the Dr's office called Cloud and told them I had been set up and to tear up the Dr's orders! After waiting for what seemed like many months and exhausted, I called insurance company to see if anything had been sent in. I was approved in early August! So I called Dr's office and was told what RESP-NO CARE had done, and Cloud contacted me, instead of me calling and searching for help and set me up with in 2 days! STAY AWAY FROM RESP-NO CARE AND CALL CLOUD in London/Corbin Ky AND THEIR AFFILIATE RESPIRATORY EXPRESS in Irvine Ky. A bigger company such as ROTECH /RESP-NO CARE isn't anywhere near dealing with a smaller company (Cloud/AFFILIATE RESPIRATORY EXPRESS that cares about people and referrals for future customers. This company will have you set up in less then a week.

I received a bill for 141.74, my account number [protected], My wife retired so my insurance changed, to Medigold. I called June 6 I believe, and Hook's Oxygen my provider for years said that they don't work with Medigold,
I called billing questions at [protected] because I fill I should not owe this, I called at 8:45 July 26 and was treated like crap by your Customer service Rep.
She was very RUDE, and did not seem to be interested in helping me. I am not complaining at all about Hook's Oxygen, they have always treated me with the upmost respect. I called them and they said they couldn't do anything and to call billing, and they would help me! I was not prepared for someone too make me fill like I just wanted to rip off Rotech.
When your retired and on fixed income 141.74 is a lot of money, if you fill you don't owe it.
I hope your Customer Service Rep. was just having a bad day, or something!
Thank you for your time!

Called to request a return authorization for product delivered while we were out of town and was told that someone would be contacting me with the return authorization info. At that time we turned off auto resupply. Checked back in approximately one week and was told that it was still in the queue. Received an email today stating that because we are on the VIP program that we could not get a return. I immediately sent an email to request to be turned off from auto resupply. I was told by the 1st rep that there would be no return due to being on the VIP program. Spoke to Cory ( supervisor) and was told the same thing. Requested an exception and was told no. Asked to speak to his supervisor (Monte) and was told that he could grant an exception, but that my explanation did not support one. So the VIP program is obviously one sided - getvto gave lots and lots if supplies but no help from the company when trying to fix a problem. After being in customer service with a major company for 30 years, I am disappointed with the lack of support provided for my request. I will be looking for an alternative supplier.

My sleep physician, dr sklar, of consultants in sleep and pulmonary medicine, farmington hills, mi, ordered a new, different mask for me to try because I have a problem with my current one. a few days later a box arrived containing these unordered items: a hose (not heated), a water chamber, a small mask identical to one they had sent a few weeks ago. not received: the new mask ordered by the doctor's office. rotech is a really bad company to deal with. now I have the job of packing and returning these items that I don't want or need.
Helen bruck is

Cancelled my cpap supply after waiting for over 1 month for the order to be filled. I found the cpap items I need on amazon at a reasonable cost and no longer need to endure the bureaucratic process between rotech and my health care provider, tri-care (United healthcare) to procure the necessary supplies to maintain my health. My order was submitted on 29 apr 2016 and it is now 1 june 2016 and the order has yet to be fulfilled. Rotech never contacted me about the problem they were experiencing with securing the approval from my care giver. I had to call them and email rotech to find out why I did not receive the supplies. On the first call I was informed my caregiver wasn't releasing approval but was not provided specifics on why. On a second follow-up call a couple weeks after that, rotech informed me approval for simple non-prescription critical items (Cpap filters, mask, new headset) was not approved because it had to be signed off by an md or do. My caregiver is a pa. How frustrating, I can't even get simple supply items that need regular replacement without enduring this bureaucratic process. Obviously, rotech wasn't the only roadblock to fulfilling the order, but their in ability to contact the patient in a timely manner about situation and request patient assistance in resolving the issue loss them business. Thank god for amazon.com.
Rotech should step up to the plate with more aggressive pursuit of meeting the patients needs or you will soon be out of business.

I dealt with Rotech through our local CP02 company. I was assured that I would get my supplies routinely which did not happen. I got fed up with the unprofessionalism of this company and complained to my physician. He then set me up with another company which is 100% professional, courteous, and detail oriented.
My problem now is that I have contacted Rotech, informing them that I no longer wish to patronize them, and they are still calling me with their automated service wanting to know if I need supplies. How do I stop them from calling me any more?

I received explanation of benefits statements for my uncle totalling over $7000 for claims submitted by rotech on behalf on arrowhealth medical supply in bloomington, mn. Problem is that the service dates were in 2010 and 2011 and my uncle died in 2007. When I called rotech, all I was told was not to worry - "they" realized they had made a mistake. How can they not know they are not delivering services anymore to a client who is dead?