ComplaintsforEnos Home Oxygen Therapy, Inc.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for the Spectra breast pump through my insurance. The order I received was a box full of milk storage bags with no breast pump. I reached out to the company several times and have heard nothing. I had twins born and only realized this issue when I returned home. My sons are in the **** and I ended up having to quickly buy a pump off of Amazon so I could get my sons milk. I had to spend over $150 out of pocket. What **** sent me was a very big error and I would like to be reimbursed the $156 I had to suddenly pay to purchase a pump out of pocket.

  

  Business response

  09/26/2023

  patient filed similar complaint with our subsidiary company, Breastpumps.com, that actually manages the breast pump benefits. this was their response to her:

  Explanation of Benefits are complicated and we field many calls regarding the breakdown of billed amount, discount, payment and amount saved.
  As the President ***** CEO explained to the submitter of this complaint, the discount listed on the *** is not a payment received by the provider of the service. The discount is an arbitrary amount which the insurance company negotiates to help provide additional savings to their members. The full MSRP of the product purchases was billed to the insurance provider and a payment in the amount listed that the plan paid is due to the customer but not a full refund as full $349.99 was paid to the provider. If a full refund in the amount of $349.99 were to be issued to the customer with only $120 reimbursement received then the medical equipment company would be covering the cost of the equipment instead of the insurance provider who is offering the benefit.
  The insurance plan that issued the *** has a maximum allowable rate of $120 and that is the most that will be covered under the product code that was submitted for reimbursement on behalf of the member. If the member had submitted their own insurance claim the payment amount offered by the insurance provider would be the same amount offered to the durable medical equipment provider.

  
  

  Customer response

  09/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This explanation does not explain why I did not receive a breast pump and instead received a box full of milk storage bags that I never ordered. The company never responded to my emails and outreach. Again, because I did not receive my pump and had an emergency c section and came home to no pump in my box, I had to pay out of pocket to quickly purchase a pump because of this companys error.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  09/27/2023

  i apologize, was misunderstanding the complaint.  pateint never ordered a pump, only milk bags, therefore only bags were delivered.  see attached

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩