Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a breast pump thru this company on June 29 letting them know my insurance was ending June 30th at midnight. They assured me that my pump would be covered since I was ordering it while my plan coverage was still active. Now 90 days after ordering they have been trying to process my claim effective July 1 which I no longer have coverage and threatening to send me to collections if I don't pay for the pump in full. This company misled me as I would have never ordered this pump from them if it was not covered by insurance at 100%. I want them to fix this situation by taking the pump back or waiving the fee. It's abhorrent that you'd bother someone 90 days after your sales associate lied and misled me especially a new mom. ***** in billing is extremely unhelpful and unprofessional. No one will help me except customer support over seas.
Business response
10/12/2021
A claim was filed with the customer's insurance plan for a specific date of service. Once we received a denial from the insurance company it was already 90 days after the date of service which meant we could not **** for the product that was received. Insurance companies require claims to be submitted within 90 days but unfortunately they informed us beyond that timeframe of the denial. Once the customer's concerns were escalated to senior management, the Chief Operating Officer, decided to retract the invoice which was sent to the customer to cover the cost of the pump as it was at no fault of her own. Our company did provide the product a day early and attempted to **** the wrong insurance company in error and has taken responsibility and correction action for future orders and claims. Attached is a backup of the patient's order screen showing no charge is due to the patient anymore.
*******************************
Chief ************************************************************************************************************************************************************************ ******** ************ (cell) ************ (fax)
[email protected]Customer response
10/19/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.