I used Rotech for a few years and was never really happy with its service. When my CPAP was originally delivered, the DRIVER briefly went over its operation with me. I was never told of the availability of different types of masks, and what I received was not a good fit. It took a few weeks to get what I needed. Also, Rotech delivers during the day and actually expects you to be home. There has to be another way, but I've never been offered any other option other to have something delivered or picked up from outside my home.
I called one evening with a problem I was experiencing with my CPAP unit, and the on-call service person could not help me (although it advertises 24 hour service, it just means someone will call back - not help in any way), but he said he would let his supervisor know I called and be sure to have someone from Rotech's office call me first thing the next day.
After waiting an hour for a call the next morning, I called
Rotech, and I was told they had no record of my call from the previous evening nor received any message to call me. When I told the person on the phone that I was unhappy, she told me, ""It happens sometimes."" Not at all a satisfactory response.
My take on Rotech is that it is a conduit for medical supplies, but it takes no real interest in it customers. I switched to another medical supply provider recommended by my Dr.'s office, and its customer service is so, so much better. I don't know why Rotech was assigned to my case, but I told my Dr. that it reflects on her office when it refers patients to Rotech. She responded that she has heard this from other patients, and the office is considering dropping them from its provider list.
Pros: Take many types of insurance coverage
Cons: Not professional, unacceptable personal support
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