All of the personnel that work for this company that I have dealt with are incompetent, in some instances rude, generally unhelpful and some of the worst customer service I've dealt with. Following major surgery I required oxygen at home. My first introduction to this company was as I was literally leaving my hospital room after seven days in recovery. A woman barged in just as I am standing up (with assistance) to leave after being discharged. She was sweating, dragging oxygen equipment, speaking in a babble about this and that (all of which I did not understand with me being in severe pain and still drugged). She spent about 5 minutes babbling and thrusting informational papers in my hand. I asked her "do you have a website and a phone number that I can have so I can follow up to obtain all information and instructions" that she just "machine-gunned" at me. Instead of saying yes, the info is here on this paper, she said "yes, you can find us on the Internet." My general impression of her was she was unprofessional and lacking in how to do her job properly.
The next interaction I had was in exchanging empty oxygen tanks for full oxygen tanks. First, the male clerk was unhappy when I came into their office and displayed his unhappiness in voice and behavior. He completely lacked any courtesy during my initial contact with him. His demeanor was so disrespectful that I stopped and purposefully "dressed him down" in an aggressive and vigorous manner. I assume that since my age and physical issues suggested I was vulnerable and willing to take abuse that he would dole it out. Once I corrected him, his attitude changed significantly. I then asked for help in retrieving the tanks and replacing them. He simply told me that "there is a cart outside" that I can use to load the tanks. I asked him to help load or to provide someone that works at Rotech to help load. He said he could not leave the desk and that the cart was outside. I then was forced to request my wife's assistance.
The poor attitude and service continued throughout my interactions with Rotech. They even had amateurish problems with the accounting. Although I had made all my payments to them online, that is in a computer system. The local office in Santa Fe showed that I had an unpaid bill. The bill had been paid, and it was paid about two weeks prior. The local office claimed the information had not been updated. I pointed out that not being updated for two weeks is beyond ridiculous. Their remedy - to EMAIL billing. I'll state that again EMAIL billing. WHY, I asked do you not CALL instead? The Rotech Company appears to be run by Mickey Mouse and other amateurs, but rude versions of same.
I do not recommend this company. If your doctor prescribes oxygen therapy from this company, demand they prescribe using another company. read more
