Tried to obtain a CPAP machine. I would have a co pay on my insurance, then machine would be leased to me; Rotech representative did not know the length of rental, and the amount per month the machine would be rented. Nor did she know the actual cost of the machine. It was indicated that I would not be able to find out this information. Murfreesboro office. I am trying to find another supplier.
Said one thing can't do or won't do what was asked. Delivery guy was great with customer service but office staff should be trained by him as they lack basic skills.
Horrible service and complete incompetence. I got a Wisp mask and was only given one cushion (the smallest). After using it for a couple of nights I decided I need the next size up. I ve since found out that they were supposed to give me all three cushions in the package. Three weeks later I still don t have the next size up. Thankfully I think I m done with them. My supplies refills are supposed to be automated from this point on.
This company is one of only two medicare approved companies for CPAP supplies, when I went in for my first appointment they didn't have anything small enough for me to even try on. The lady told me that she would have one ordered & that it should be in within 2 weeks, so I scheduled a return appointment for 2 weeks & when I came in they had never even ordered the mask/head gear. I called back a couple of times & left messages and no one ever called me back. I went with a different company (medical necessities) my appointment was last Wednesday and my new mask & head gear will be here tomorrow. Save your time & headache and go somewhere else.
My mother passed away two weeks ago and they still haven't picked up her bed and oxygen machine, which interferes with our grieving and moving on. They tell me, "You are not our only customer" and say they only pick up equipment one day a week in Smyrna. Then they don't come on that day. I HATE this company. I wish I could give them "minus stars."
Sorry to say customer service has gone down. First encounter was great. Woman Sandy was very helpful. Second visit I changed to different mask. Was told no problem. It wasn t suppose to cost me anything. Two months later I was billed for it. Called and visited office to straighten out over charge. Manager Jurry promised to straighten out problem. Told me not to pay bill. I didn t. Bills kept coming. I kept calling Jurry. He was always in a meeting or out to lunch. He was just plain full of it. Never resolved. Don t use this company. I am beginning to believe all these supply companies are corrupt and connected. Very shady business. BEWARE.
This company shows no care for their customers! We had a wheelchairchair ordered by Medicare through them, and when the approval fell through they were eager to get the chair that day!! No warning! Then, I read other reviews how it took them weeks to come get supplies other customers wanted out of their home. What's more, when I called to get a better understanding of what was going on, the lady who answered the phone was rude, and defensive. No compassion. Anytime you deal with medical supplies, you are dealing with people who have hardship. Your job is to be kind and helpful.
Customer service with this company is a disgrace.
I am a stand alone senior citizen caregiver for my disabled wheelchair and bed bound husband.
I have used 3 different equipment companies in the area. We require a wide variety of equipment including a hoyer lift, slings, wheelchairs, shower bench, walkers etc. I have found Rotech to Be efficient and responsive. They were the only ones who delivered on time when they said they would. . It was also my experience that rather than automatically saying no, they would help try to figure out a way to get things we needed. I would Use Them again without hesitation.
This company reminds me of a payday loan business. I had been receiving supplies from them for a year and got the robocall asking if I wanted more. I confirmed that I did. After 2-3 weeks of wondering, I called and spoke with a representative who said the delay was fixed. Again no shipment after 2-3 weeks. I called once more and received the same response. Exasperated, I contacted my doctor to change subscriptions. Within 2 weeks, guess what showed up at my door! The original shipment. I had received packages that contained the wrong items before and when I took them to the local office I was told they would appreciate it if I could bring in the package without opening it. This was one of those instances.
I brought the package in and gave it to the woman on the right (there are two desks, it's Regina or something similar). She turned and put it by her printer behind her and assured me she would complete the return. Imagine my surprise when I received a bill for those items a month later. I called and she told me it would catch on the next cycle and not to worry about it.
Not long after that I was contacted by someone at the corporate office who suggested I needed to pay my bills. I told her I hadn't received one and explained the above. She rudely confirmed my address and said I should receive an invoice with other unpaid items. It came the following day -- over $100 in unpaid (unbilled) items. I called and paid for all but the shipment I returned. A month or so later, I received another bill. Nothing showed the return. I called the local office and "Regina" told me she didn't remember the transaction but would clear my records. I have received at least 3 more calls since then and made the same number of visits attempting to speak with a supervisor each time. Coincidentally, they are always busy.
The next visit to this office will be with the police, as we clearly have a theft of over $50 in medical merchandise that occurred at that office.
The rest of the story? The reason all the early calls resulted in no shipment? My guess is that the prescription hadn't been renewed (it had been about a year). Why then, would it have shipped after the prescription was sent to another provider?
Run from this company!
Total disorganization there. My order for a specific sleep mask was lost for three weeks. Now, it is supposedly found, but I'm still waiting. No one but the manager seems to even be able to access orders to trace them and the manager seems to never be in. The office appearance is very off-putting . . . dirty floors, waste baskets overflowing with fast food leftovers, dirty hand prints all down the edge of one door near the door knob, scuff marks on the wall and doors. No one seems to care about the appearance of a medical supply place? I have gotten at least four different stories about the status of my order.
