Rotech Healthcare, Inc. Customer Service Issues

I recently received a bill for $55.86 dated 03/21/[redacted] regarding a Nasal applicator that I never ordered nor opened. Even though there's usually a 3-day window for returns, I refrained from opening the package as I wanted to inquire first. I had already informed my local Sleep Center to close my account and equipment usage, advising me to contact Rotech to stop the calls. Despite contacting Rotech Billing and Sleep Central twice, the issue remains unresolved. The $55.86 is explained as a Medicare deductible, but I am keen on understanding why and how this order was placed. I wish to return the unopened package to the Mesa Rotech office, where I have previously picked up supplies, and not be charged for the unordered item.

Since receiving the machine, I have not used it. I was informed that insurance would cover the cost, but I noticed a remaining balance on the bill. I was assured someone would collect the machine, but I have not been contacted. I do not want to keep the machine as it caused discomfort when I tried to use it. I requested for it to be taken back, and I was told someone else would retrieve it. However, no one has come yet. I am being asked to pay $31.74 despite not using the machine. I may also consider charging for storing it. Please arrange to collect the machine promptly as I feel taken advantage of. Thank you. Paul.

I encountered issues when trying to reach out for assistance via phone as I got disconnected after waiting in a queue. Recently, I received a statement dated 1/21/21 stating an unfamiliar charge of $20. This charge has left me puzzled as I was assured during the CPAP prescription that there would be no out-of-pocket expenses, as my Medicare and United Healthcare coverage would take care of the costs. This information was reiterated when the CPAP unit was delivered, and I received instructions on its usage.

My husband required a wound vac after surgery back in February at Greeneville wound care in Tennessee. Despite trying two machines, both failed within a day each. At our last visit, we declined another machine, opting to manage the wound care at home. The nurses at the clinic mentioned ongoing issues with these machines, even another patient faced the same problem. This setback has impeded my husband's recovery, largely due to the faulty equipment wasting time and causing frustration. I was billed $[redacted].80 for the ineffective equipment, which I refuse to pay since it did not serve its purpose. I will address this issue with my insurance provider to dispute the charge. - LS

I have been struggling to reach your customer service team with no success. My 2-year-old oxygen condenser now makes a loud whistle sound after about 2 minutes of being turned on. I rely on it frequently, especially at night. I also own 14 small air containers for travel, though I haven't used them much. Due to recent medical treatments, I find myself needing them more now. Most of these containers are empty or nearly empty. I have been paying for equipment that doesn't function properly, except for the condenser and the large tank from the hospital. Unfortunately, no one from the company has contacted me or checked on my equipment, despite my ongoing issues.

I received a CPAP machine from your company last October or November. In December, during a visit to my lung doctor, I mentioned having issues with the mask and straps. The doctor said she would contact Rotech for a new fit test, but I never heard from them. At the beginning of the year, the Sikeston, MO branch of Rotech called to retrieve the machine, claiming I wasn't using it. I explained they were supposed to refit me, but they disregarded my request. I contacted my insurance, who informed me I should have had the machine for [redacted] days, yet it was taken back after only 15 days of use. I am seeking assistance to avoid another costly sleep study as insurance covers only a portion. Insurance suggests someone from your company reach out to Tina at [redacted], my insurance representative.

I am frustrated with the long wait times when calling the 1-[redacted] number. I suggest implementing a robo call back system to improve customer service efficiency. I am inquiring about the billing duration for my nebulizer with a compressor (E0570-RRKJKX) rental (DME). Given the payment reduction noted on my January [redacted] Medicare statement after the 4th month of rental, I believe I might have completed payments since March [redacted]. I am willing to provide my Medicare number to a customer service representative over the phone when they contact me. I prefer not to share it via email for security reasons. You can reach me at my home phone [redacted] in Napa, California, PDT. Looking forward to a prompt response via phone. Linda J. Leonard

I am Sharion A. Tanner, and I recently received a new BiPap machine from Rotech in Austin. My doctor, Dr. Darnall from the Sleep Center in Georgetown, Texas, specified a ResMed machine in his medical order, but I was provided with a Philips Respironics machine instead. Dr. Darnall has informed Rotech about the need to change the machine due to a recall and its obsolescence. Despite leaving voicemails, I have not heard back from Rotech, and I am worried because the current machine is not helping with my condition. As someone who has had a stroke and requires regular use of a sleep machine as advised by my cardiologist, I am reaching out for assistance in resolving this issue with Rotech in Austin.

I have been repeatedly billed for an oxygen tank we did not order with our o2 concentrator delivery. Despite providing our insurance information to the Wenatchee office, they have not billed our Medicare and secondary insurance. Due to these billing issues, we returned the equipment and bought our own concentrator. I attempted to reach out during business hours, but you were closed. I am very disappointed with this situation and plan to file a complaint with the BBB. Please contact me at [redacted] to resolve this billing problem. Thank you, Karen Brown.

I have been waiting for months for a portable replacement along with cannulas and tubing. I have called every week for 6 weeks. This is unacceptable. I cannot manage with large tanks, and the small ones only last 30-40 minutes. I am covered by insurance for this equipment, and perhaps insurance should be contacted to inquire about a refund for the time since I initially reported issues around Christmas regarding cylinders that needed replacement because the machine was indicating low oxygen. Essentially, it is not working. I was advised a replacement was necessary. I intend to reach out to my representative for assistance in addressing companies that are not providing oxygen-related equipment promptly. I will not accept supply chain excuses, as the same issue occurred three years ago before any supply chain disruptions, and I faced similar challenges back then. Please either send a functioning machine promptly or initiate a refund process with the insurance dating back to December 21. - Debra