Summit Respiratory - Rotech Co.

Meg Jones

in the last week •

Mixed review - The people at my local Summit Respiratory (Rotech) office in Colorado Springs are wonderful - 5 stars for them - responsive, helpful and friendly. But if I could give zero stars for the billing/customer service department I would. I was initially told that I would need to pay my co-pay out of pocket as they were out of network for my secondary insurance (not true). They asked for a credit card so that this could be put on autopay which I did. Subsequently a few months later I was reviewing EOBs from my secondary insurance and discovered that Rotech had been billing them for the copay and HAD been receiving payment. When I called the customer service line to request reimbursement for my out of pocket payments, I was told that this couldn't be happening since they had no record of my secondary insurance (not true) and no EOBs were processed (not true). I was told to email the EOBs to their customer service email for review. When I followed up a couple of weeks later, they very rude representative asked me why I had emailed EOBs and when I replied that I sent them on the instruction of their representative, she replied that they were not in their system and that they had never received any from my insurance company since there was no record of my secondary insurance (argh! another lie!). I asked to speak directly with someone in their billing department but was told I could not. I re-sent the EOBs and low and behold received an email a couple of days later informing me that they would like to reimburse the credit card of file, however it was expired (NOT TRUE, they had been billing it all along!). When I again called customer service, the representative told me the credit card on file expired on 9/24 ... HELLO, that's two months from now. I really hope that someone with some authority actually looks at this review, as there is a significant credibility issue with their customer service and billing.

Marcella COLLIER

in the last week •

Over a year dealing with the incompetent staff! Equipment picked up in May 2023 have the texts and now I get a threatening letter!! I can't believe you people! Beware of this company and don't let them pick up your equipment without being there and get a signed receipt!!! Getting an attorney. They are now harassing.

Amanda

3 months ago •

We came to Colorado for our Anniversary and ran into some serious breathing issues. Sonja was our saving grace after finding out we now had to drive back to Texas instead of flying. She was beyond helpful, has a wonderful bedside manner, and we truly were put at ease for the first time since we arrived. There should be more professionals like her in the world. We can't say Thank You enough! She is a Godsend.

Harriett Donovan

2 weeks ago •

Our respiratory therapist Jade Walker, CRT, helped walked me through my first airSence 10 machine appointment yesterday. She was so professional, knowledgeable, kind & friendly! And so patient with me! I appreciated her so much! Great job Jade and thank you so much!

RICHARD

6 months ago •

I would like to take a minute to comment Sonja for her helpful deliver and Susan for attending to my husband order so quickly. My husband has been struggling with his oxygen needs and we were finally able to get an order for a high flow condenser, I called the next day and the order had not been received so I was instructed to send it via email, within minutes I got a call back letting me know it was received and about an hour later got the call for deliver. Susan was so attentive upon receiving the order from me and Sonja was so helpful when delivering the new machine, she made it very clear her only concerned was that my husband had what he needed no matter what. It’s people like Susan and Sonja that make this difficult time in our lives a little easier. These services were provided to us in 1/25/24 Thank you again Sonja and Susan.