Complaints

This profile includes complaints for Airway Oxygen, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Airway Oxygen, Inc. has 16 locations, listed below.

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  Airway Oxygen, Inc.

  2955 Clydon Ave SW Grand Rapids, MI 49519-2485

• 

  Airway Oxygen, Inc.

  1035 Mak Tech Dr Lansing, MI 48906-5617

• 

  Airway Oxygen, Inc.

  1045 W Main St Fremont, MI 49412-1408

• 

  Airway Oxygen, Inc.

  1450 W M 43 Hwy STE 7 Hastings, MI 49058-7681

• 

  Airway Oxygen, Inc.

  1908 N Mitchell St Cadillac, MI 49601-1140

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They call and tell you that certain supplies are covered by your insurance and will be shipped free. Then later you get a large bill for the items they said are covered and free. They lie to get you to order supplies.

  Business Response

  Date: 07/31/2023

  Thank you.We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative called me to tell me that my insurance would 100% cover products she wanted to sell me so I agreed. I later received an invoice for products. I took the products back to them on 7/26/22 and have a receipt. I now received a collection notice for the products I returned.

  Business Response

  Date: 11/21/2022

  We apologize for any inconvenience caused to the consumer.  We have reached out to him to discuss the complaint and will work with him to resolve the issue.  If there are any questions, I can be reached at ************

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18398608
  
  I am rejecting this response because: the unethical work practices were not addressed. That was the root cause of this issue. What training is going to be completed to be sure customers are not called and lied to on the phone just to get orders placed? 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/08/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2,2021 , I received a CPAP machine from Airway oxygen in ************* ******** with a 13 month rent to own contract. After I signed the contract the billing was switched to adapt health ************.My 13 month contract ended September 1 2022. I called the manager *********************** at ************ to confirm that as well as **** and ****** there . They all agreed. I talked to ***** in billing and ********************* after I received a past due letter from Adept ***** on October 24th stating I owed more money. ***** and ***** said I do not however the matter is not been resolved. Adept health and Airway oxygen are attempting to extort money from me.

  Business Response

  Date: 11/21/2022

  Hello!

  To Whom, It May ******************** you so much for reaching out to us regarding this complaint. We apologize for the delay in our response.

  Our team is diligently working to resolve this matter asap and we will also contact this patient with our findings.

  Thank you,

  The Resloutions team

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18374522
  
  I am rejecting this response because: I owe them nothing
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2022

  Hello and thank you for bringing this matter back to our attention.

  We are diligently looking deeper into this matter and a team member will be assigned to investigate
  and will be in contact with you.

  
  Thank you
  Corporate Compliance department

  Customer Answer

  Date: 01/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While visiting ******* ******** for 3 days in May 2022, I used wheelchair rental service from Airway Oxygen, Inc.. The rental was quoted as $65 for 3 days. It was a one time transaction and the wheelchair and any accessories was returned to the store on the final day. Airway Oxygen has been billing my credit card monthly through reoccurring billing from a company in ******* called HME Billpay. The company in ******* claims my card was given to them in person, in *******, and authorized for monthly payments at $65. Not only is monthly billing incorrect, the initial payment was billed at $80, not the $65 quoted. I did not realize auto-billing was taking place and have notified my bank as soon as it was known and they have stopped payment. I attempted to contact HME Billpay to advise of the error but HME ******* said they were unable to assist. They wanted personal information that I am unwilling to provide as I never agreed to their terms of billing and do not do business with this company. They have been notified of the fraudulent billing error but continue to send statements and now say the account is past due. The most recent invoice number is *********. My bank understands that this was a one time rental, I LIVE IN *****, and that there's no reason for me to have authorized auto bill pay.

  Business Response

  Date: 10/07/2022

  Thank you for reaching out. We will contact the patient to assist with the issues

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 weeks ago a prescription/order was sent over it has been one excuse after another. Needing clarification from De. Need insurance verification to the representative was on vacation who was working for us. My Dads health doesnt get a vacation. Finally we ended up Khalid. To order from Amazon so we can get it by the time he home from hospital since they could not guarantee when Weill get because now we have a holiday to deal with. So much for being in the business to aid a famiies who are in a health crisis with a love one I think 3 weeks to going on 4 is unacceptable and no one felt the need to help.

  Business Response

  Date: 07/08/2022

  We apologize for any inconvenience and have contacted the patients daughter for additional information.

• Initial Complaint

  Date:06/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband purchased CPAP supplies in January. We never received a ****. I wanted to make sure the **** was paid so I submitted a claim via my *** (and paid the amount the *** had listed). This payment was issued on 3/7/22. In early April, I received an email stating our account was overdue. I called and spoke to a customer service representative (Rose) who said they hadn't received payment and I would need to provide them with a copy of the payment from my ***. That was done on 4/18/22. I discovered the amount paid from my *** was around $75 in excess of the ****. **** told me it would be a credit on our account. Since we currently have no need for supplies, I requested a refund for the overage. I was told that would happen 4/18. I have emailed Rose several more times and been told she is bringing the issue to her supervisor's attention. I find it incredibly frustrating that this vendor continues to call and email us to get us to by more supplies but can't figure out how to refund me for an overage I paid. I have been more than patient - it has now been over two months since I was told I would receive the check.

  Business Response

  Date: 07/07/2022

  We apologize for any inconvenience and have requested our refund department to review.

• Initial Complaint

  Date:06/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January I need oxygen in order to be discharged from the hospital. They arranged to have a portable oxygen concentrator brought to my room and told me to call a number they gave me to have a home unit setup. When I got home and called that number it was a fax number and never went through. Since I didn't need it long after being home I didn't think it was necessary to try and reach them until I needed to return the mobile unit. A week and a half goes by and I try calling all the numbers and just get voicemails and promptings to call back later. I email headquarters to pickup their mobile unit. I hear nothing back. Up until the end of May I hear nothing until an invoice that has TWO pieces of equipment on it shows up; I never had two units. This one invoice has nearly 6 months of charges on it. When I call the number on the invoice they don't care about anything and robotically repeat the same script over that they see it was delivered. They don't care that I have been trying to reach out to them with no calls back or that I don't have all the equipment they say I had. When I ask to speak with a supervisor so maybe I can understand better, I'm denied, saying their supervisors know no more than they do. They couldn't even understand my actual question about the over charging or was I just reading it wrong; they just kept saying I owed the money. Finally they hung up on me. I reached out to my insurance company to investigate the fraudulent charges as Airway Oxygen doesn't seem to care (they got their money from them) I was being charged for equipment I did not have. The most annoying thing was the woman was telling me I had both the wheeled and backpack units because I signed for them when it was picked up. What I was told I was signing was an AMA because the doctor never told them I didn't need it anymore. I returned the unit I received at the hospital, a wheeled mobile oxygen concentrator; which I have been trying to send back since mid January.

  Business Response

  Date: 06/30/2022

  We apologize for any inconvenience and have contacted upper management to get a pick up coordinated.

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17461456
  
  I am rejecting this response because: once again I must not have been clear. The equipment I was given was picked up. However, my invoice states I had more than one machine. A wheeled unit and a back pack one. I never had the later despite the *** stating I had both picked up. The driver even said "oh, this is it?" Which I replied yeah, because you guys never delivered the other. I reached out to my insurance company as well to let them know they were charged incorrectly as well. I'd appreciate, the appropriate charges for just the mobile unit I had.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/08/2022

  Patient spoke with Location Manager to discuss issues on 7.1.22 and was forwarded to our billing department to further research invoicing.  She will be contacted by them to discuss.