Extremely poor customer service. The female I spoke with at the store was extremely rude, arrogant, condescending and short with me and passed me on to Supervisor Jennifer where I was placed into voice mail. Upon finally speaking with Jennifer I was disappointed with her customer skills and demeanor. Jennifer indicated she was having difficulty hearing me, indicating she would call me back. I never received a return call and she has failed to return my subsequent voice mail. The associates seem to lack any training in quality customer service and their phone etiquette skills. read more

My wife has been on Oxygen for multiple years now due to battling cancer and during this time we have been with Hooks a Rotech company in the beginning they were fantastic, customer service was unbelievable but, along the way something happened and now they are the meanest, rudest most obnoxious people with someone named Christinia the worse of them. We have been repeatedly trying to inform them for the past 5 days that my wife's portable machine was not functioning correctly and was alarming and saying we needed to call them they of course told us this happens all the time and just to remove the battery pack completely and then reinstall and it would reset. So, I did this but explained to them that the last time this happened they had to replace the machine, and that the battery was extremely hot to the touch. They (Christinia) told me I didn't know what I was talking about and to just do as instructed, so I bit my tongue and did this. Well, it did not help, then we spent the next several days attempting to contact someone leaving several messages until they finally returned a call on Monday evening around 430pm. This time initially it was a gentleman who had called and again I explained what it was doing he told me that my wife's oxygen needs have probably changed and that she would need to be connected to a tank when she left the house, I informed him that her Oxygen levels were quite fine as I checked it with our pulse ox and her sats were in the mid 90's while wearing her portable. He informed me that I probably didn't know what I was doing which I assured him that I did as I have been a nurse for going on 40 years and was actually a Director of Nursing. That is when all chaos erupted as I found out Christinia had actually been listening in on the call and she started screaming that she didn't care what I did for a living and that it was obvious that we didn't know what we were doing and my wife needed training on how to wear her oxygen and that we needed to contact our Dr and make an appointment for such, lol now mind you my wife has been on oxygen for multiple years now without any issue so she must have been doing something correct. She then proceeded to inform me that they would not be sending a replacement and before I could respond she hung up on me. So, if anyone tries to set you up with this company you better run. To go even further the next morning my wife went to her Dr to get us changed to a new provider and he also wanted to see what hooks had to say so his staff called them, and hooks proceeded to tell the Dr's office that they needed to get us trained lol, now mind you the Dr's office had already seen the malfunctioning machine and had also checked my wife's oxygen level which was at 97%, so they politely told Hooks thank you and hung up, and then contacted another oxygen provider. So again, please stay away from this company they are horrible. Also, this post looks like I'm out of California for some reason, but I actually live outside of Lancaster Ohio and this Hooks is out of Gahanna Ohio read more

Machine provided works well, while most Rotech employees seemingly dislike their job and are incompetent in a medical setting. This review was a long time coming. What started off as a recommendation from my sleep specialist turned into a nightmare. After approving use of Hook's, I was informed that it *could* be possible that they don't reach out to me first to set up billing to receive my machine at office my next vision and handed their phone number "Just in case". Then, despite setting up billing well in advance and ensuring delivery of machine on time, I arrived at the doctor's office to be told that they did not deliver my machine. After a call by the receptionist, I was provided the location of their office (not far away) and told I had to go pick it up. In their cramped visitor space, I had to wait 30 minutes before someone finally decided to assist me. There was 1 person in there before me. I was informed of scheduled resupplies but because I was not given or told anything regarding the cost of these, I had assumed the cost was a part of my bipap billing cycle. It was not, and I only found out after I requested additional information online that they were going to bill me for supplies I had not requested nor approved. Following, I placed an order a couple months later for additional face masks since mine was wearing out. I was told I had to wait about a month if I wanted to use insurance and I told them that was fine, simply dealt with the mask fit slowly worsening with each use. A week after the scheduled and date for insurance coverage, I checked in with their online chat service and was told that Insurance denied me and so I was out of luck. No call, no warning, nothing. Considering my mask fit % for the night had deteriorated to 82% (affecting my comfort), I was beyond frustrated. Why did it take me reaching out 5 weeks after scheduling to finally be told? Reaching out to my insurance, Anthem, I discovered that Hook's had known for weeks the issue, and negligently ignored it. When I first received my Bipap, I was billed for a Cpap (It was actually a Bipap). They then had the billing as a Cpap for the machine but ordered supplies for a Bipap. Anthem, to their credit, undertook the resolution themselves and worked with Hook's directly to resolve this, but it was beyond frustrating at the level of competence and negligence I had seen so far. It's a good thing my Bipap isn't required to live, like many of the other products Hook's offers. To put insult to injury, this was a Friday I discovered the issue. I was informed around 12:30pm office time but by 6pm Hook's still hadn't resolved the issue or reached back out to Anthem's requests for contect with authorization department. To Hook's credit, the amazing person named Christen that listened to and followed up on my concerns after my rant email to them was very courteous, kind and respectful. I just wish there were more people like them on their team. *Recent News* This information is still pending resolution. I do not have the full picture yet, but I feel it's important enough to place here first and I can update later. Please take the following passage as an un-finished investigation. My automatic billing from day was was always on the 22nd for the machine. Every month. About a week ago, I discovered 2 additional payments made on the 6th of November and January (I haven't looked much further) with no explanation on my statement. No receipt either. Contacting chat support (which is always frustrating because no one seems to be confident in their answers), I was informed that it was "remaining balance on bipap rental". What? Who authorized this? My payments are on the 22nd! All payments should be on the 22nd except medical supplies! The chat agent provided no empathy for the situation, disregarded my concerns and attempted to confuse me with accounting lingo I was unaware of. I am awaiting my demand of itemized receipts for all of my payments to Hook's via email. It has been 3 days. read more

If negative stars were available, I would have chosen it. Rotech was just bought out by another company, and the rules for dealing with insurance have changed dramatically. Rotech will not bill insurance if you have not met your deductible - you have to self-pay. How can one meet a deductible if Rotech won't even bill the insurance? Prior to the buyout, Rotech was fine. Not now. I went with another company and won't deal with Rotech ever again. read more