Complaints

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

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  Aeroflow, Inc.

  3165 Sweeten Creek Rd Asheville, NC 28803-2115

  
• 

  Aeroflow Breast Pumps

  65 Beale Rd Arden, NC 28704-9213

  

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:02/06/2025

  Type:Sales and Advertising 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.

  They tricked you into buying products by making you think that it is covered by your insurance. The first couple transactions were fine until one day they reminded me to order my breastpump parts and breastmilk storage parts. They said these were covered for by my insurance so I ordered but then I received a bill a month after for the breastpump parts. I went and return those parts since my milk dried after I received the package and I have not even opened them. I had to pay shipping fee because I did not want to pay so much for those pump parts that I dont need and they not even very good quality. After that I got billed for both the breastpump parts and milk storage bags. Think twice before you order from them. There are many places you can get breastpump and parts from with your insurance.

  Business Response

  Date: 02/11/2025

  Hello, the manager of this department has attempted to reach out to you via email and phone with no response. If you need further assistance please feel free to reach back out via the information left to you in the voicemail. Thank you.

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/24/2025

  Type:Delivery 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.

  order dt 9/9/24 Patient ID: ******** Invoice# ******** order# ********** Durable Medical Equipment (DME)The business committed to provide me the following DME at no cost. The business made an unauthorized deduction of $79.66 from my charge card. The business has not tried to provide to resolve the problem. I carefully went over the order when ordering. I wanted to make sure that my medical coverage covered everything. I was told that yes everything was covered except that I would have to pay for two boxes of Halos every quarter (at a 30% discount) as ******** will only allow 4 boxes per quarter. I agreed to that. The order was to include tubing, filters, water chamber, mask kit, chin strap.NOTE: I later found out that financial coverage includes 6 boxes. My prior supplier, *********, was always fully covered-100%.

  Business Response

  Date: 01/30/2025

  Mr. ******************** was a pleasure to speak with you today and I am glad that we were able to resolve your issue!  The correct phone number to call in for supplies is ************.  There is a prompt to follow to get into the Resupply line.  Any one of our **************** **** will be able to assist with your order.  
  
  
  In addition, your assigned ************ Representative is @****** Bousson .  I have included her in this email.  If  you need anything or need a call from us, you can contact us via email with a good time to call you.  Here is a summary of our call from earlier today:
  
  
  1) Write off the disputed balance of $79.66 for invoice # 17672057
  
  
  2) Recoup claim for invoice # 19191018
  
  
  3) Recoup claim for invoice # 18988670
  
  
  4) We will comp these two invoices since it was our mistake sending out both.  That way we start fresh with you in providing you CPAP supplies for your therapy.  
  
  
  Thank you again for taking the time to speak with me and I hope that you have a great rest of your day!

  Customer Answer

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising 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.

  I ordered a breast pump through the company because it was free now I am getting emails stating I owe a balance for the breast pump. My initial email stated I had a $0 balance, and was completely covered by my insurance. I paid ***** for a bag to put my breast pump in. Not to mention endless emails telling me I qualify for a FREE breast pump & supplies daily.

  Business Response

  Date: 01/23/2025

  Thank you for contacting Aeroflow Health regarding the billing of your equipment. The supervisor of this department has been in contact with you via email to determine a mutually beneficial resolution. Should you require anything further, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 01/23/2025

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

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  I used aeroflow to order breast pump supplies as they were suggested to me by a friend. While ordering the breast pump, they also said that I was completely covered by my insurance for two pairs of compression socks and a belly compression band. However a few months later I have received a bill for $50 for the socks. I emailed the company and they reported that they sent me a bill however I have an invoice listed on my account stating that the cost is $0.00. Today, I recieved an additional bill for $14 for the belly compression band. I also have an invoice for that for $0.00. The only reason I purchased these items is because they lead me to believe that they were all completely covered by my insurance. Additionally, they increase the price of their socks so that they can charge insurance for durable medical equipment. My insurance company paid $80 for the socks and then I was to pay $50 for the remainder balance. They have each pair of socks listed on their website for $39.99. To me this seems like insurance fraud.Ive asked for an itemized receipt however they have been unable to provide one. When I shared my bill invoice that says that the balance is $0.00, they continue to say I owe them money. Im worried they are taking advantage of tired, sleep deprived new moms and its not appropriate.

  Business Response

  Date: 12/12/2024

  Thank you for contacting Aeroflow Health regarding your billing concerns. The supervisor of this department has reached out to you via phone, explaining the process of how the account is billed and the processes that have been put in place since, to make things less confusing moving forward. Due to the confusion, we have removed the balance from your account. Should you have any further questions or concerns, please do not hesitate to contact us by calling ************. Again, we thank you for bringing this to our attention and allowing us the opportunity to resolve this issue.

  Customer Answer

  Date: 12/12/2024

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

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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.

  I have been working with Aeroflow since January 2024 for **** and supplies and their system of billing and access to account records is very confusing. There is no access to payment or billing history on their website. On multiple occasions, I have been told conflicting information by representatives that I have a balance due, or a credit, or that my account has been cancelled/satisfied. I have been told that my **** will bill out in 10 installments, then I was told 8. I have also questioned multiple charges only to have Aeroflow advise there was "a glitch in the system". Aeroflow also bills me more than my insurer allows - they justify this by saying that any overage will be applied to outstanding balances, which creates even more confusion. Emails for tracking on shipped orders are blank, with no text. Most recently, I have been advised of an outstanding balance, and after multiple requests, the company still cannot provide me with a billing statement that clarifies what or why there is an outstanding balance. Account **** apparently do not read my emails as I am on my 4th response from them and we are still arguing the same points, and the requested billing data still not provided.For these reasons, I am not willing to pay an outstanding balance without supporting documentation because I have no confidence in Aeroflow's accounting. I need clear documentation of what I owe so that I can be sure the current claimed balance is not due to another "glitch" or error on Aeroflow's part. My next step is to advise my healthcare provider of the difficulties I have had with Aeroflow and encourage them to work with another vendor.

  Business Response

  Date: 12/11/2024

  Thank you for contacting Aeroflow Health regarding your billing concerns and frustrations with the customer service you received. The supervisor of this department has reached out to you via email, apologizing for the service you received, and informing you that your balance has been written off as a courtesy. Your account will be used as an educational example for the team regarding proper communication and customer service. Should you have any further questions or concerns, please do not hesitate to contact us by responding directly to the supervisors email or by calling ************. Again, we thank you for bringing this to our attention and allowing us the opportunity to resolve this issue.

  Customer Answer

  Date: 12/11/2024

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

• Initial Complaint

  Date:11/19/2024

  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.

  I BOUGHT A CPAP SERALIZER WHEN IT ARIVED WENT TO SET IT UP IT DID NOT WORK IT IS CHEAPLY MADE ITS JUST GARBAGE WHEN I CALL THE COMPANY *********** ALL THEY WENT TODO IS REPLACE WITH ANOTHER PEACE OF GARBAGE THE CUSTOMER SERVICE AGGENT WAS VERY I ASKED TO SPECK TO A SUPERVISER AND WAS NOT ALOUD TO IT WAS BOUHT ONLINE 11/15/24 INVOICE#******** PATIENT# ******** THIS COMPANY IS A SCAM AND RIPE OFF I JUST WANT TO RETURN THE **** AND HAVE A REFUND BUT THE SAID NO

  Business Response

  Date: 11/25/2024

  Thank you for contacting Aeroflow Health regarding your complaint, our records indicate that the supervisor of this department has reached out to you and informed you of your warranty information. Should you have any further questions or concerns please don't hesitate to contact us at ************. We appreciate the opportunity to assist you in resolving this complaint.  

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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.

  I was referred to aeroflows website by my doctor. After submitting insurance information and selecting a covered breast pump I was redirected to several recommended services and products that are covered by insurance including breastfeeding webinars.I signed up for 6 of these online courses and made it through three before one of the course directors mentioned that certain health insurers including mine (Aetna) count these courses as one of six lactation consultations they cover, meaning each class was being billed to Aetna as a lactation consultation and taking the place of an actual one-on-one consultation in the event that I were to need one after birth. Each of these courses had hundreds of attendees viewing an hour-long PowerPoint presentation and were in no way equivalent to an in-person visit with a professional. It was too late to cancel the fourth class but I immediately cancelled the remaining two. After discussing with Aetna, I learned that they have repeatedly complained to Aeroflow that they do not make the full implications of these covered courses clear from the outset. Had this information been provided to me at checkout I likely wouldnt have signed up for the courses, and they would not have been able to bill my insurance for four separate consultations. And since my insurance has been billed theres likely no way to receive any sort of refund or correction.

  Business Response

  Date: 10/21/2024

  Thank you for contacting Aeroflow *** regarding your concerns. The supervisor of this department attempted to reach out to you via phone on (date) but was unable to reach out. They've also sent an email to the address on file (assuming you meant email and not voicemail). Please return their call as quickly as possible so that we may reach a satisfactory resolution. Aeroflow takes patient feedback very seriously and looks forward to resolving this situation with you

• Initial Complaint

  Date:10/05/2024

  Type:Billing 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 or around August 29, 2024, my wife, placed an order (Order #**********) for a breast pump and accessories on your website using our insurance benefits at which time you charged our credit card $94.99, claiming that this amount would be our copay after insurance benefits were applied. You initially submitted the claims with an incorrect date of service. On or about September 5, 2024, my wife demanded that you correct this error. After some reluctance, you agreed to resubmit the claims with the correct date. Following this correction, our insurance issued two Explanations of Benefits (EOB) indicating that our responsibility for all services and products provided by you is $0.00. You are fully compensated by the insurance company in accordance with your agreement with them. It is well established that a patient is not liable to pay more than what their insurance determines as their responsibility. By charging my wifes credit card, you have unlawfully received double payment for the services and products sold. As the intended third-party beneficiary of your contract with the insurance company, my wife is entitled to expect compliance with that agreement. Your demand for payment in addition to her patient responsibility constitutes a breach of contract, fraudulent misrepresentation, and deceptive trade practices, especially given that you have used interstate commerce to demand payment for services/products already paid in full by insurance.We have disputed this charge with our credit card company and will not hesitate to pursue all legal remedies available to us if immediate corrective action is not taken. This is your chance to avoid a lawsuit. Upon reviewing other BBB complaints, It appears you have done this scheme before and caught red-handed. STOP BILKING PEOPLE.

  Business Response

  Date: 10/07/2024

  
  Thank you for contacting Aeroflow Health regarding your order. The supervisor of this department will contact you and reach a mutually satisfying resolution. We sincerely apologize for any inconvenience this has caused. Please do not hesitate to contact us at ************ should you need further assistance, and we thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/07/2024

   
  I am rejecting this response because:
  I have not received a call from any supervisor. The business should take its chance for amicable resolution of this matter seriously. 

  Business Response

  Date: 10/07/2024

  We sincerely apologize for the timing of the reply on the BBB website. I understand after speaking with the supervisor of this billing team that they have made contact in the past 45minutes and the complaint is now resolved, with a refund is being issued. Aeroflow Health appreciates you taking the time to bring this to our attention, and allowing us the opportunity to reach a resolution. Should you need any further assistance please do not hesitate to contact us at ************. 

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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.

  I received replacement pump parts from aeroflow every month since June 2024 and used the parts on my breast pump but noticed that they are of very low quality and are not branded spectra parts that is why quality is very poor and leak terribly and break easily, they didnt have a strong suction like the original spectra brand and my milk supply was affected after using them and had to throw them in the trash. ******* billed ************ $400 each month for those low quality parts and my insurance paid them and those off brand parts are not worth $5, when I qualified for original spectra brand parts that actually work. I called and emailed Aeroflow about it to at least get a replacement of spectra branded parts that my insurance paid for 5 MONTHS ALREADY and was told they can't help me. What kind of business is this that doesnt care about it's customers and are only in it for the money. What a shame. I won't be using them ever again!

  Business Response

  Date: 10/04/2024

  We apologize for the inconvenience and understand how frustrating this can be, I would also like to apologize for the delayed response, we were heavily impacted by the hurricane as our HQ is in *********. I reached out to the department manager and she informed me you spoke with her and sorted out the correct parts. If you have any further questions or concerns please reach out to her directly.

  Customer Answer

  Date: 10/04/2024

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

• Initial Complaint

  Date:09/23/2024

  Type:Delivery 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.

  We placed an order through Aeroflow for a breast pump prior to the birth of our son. The pump came and our insurance provider was billed as planned. Then almost a year later we received an invoice for compression socks we never ordered. Account number #******* through **********************. When we called to dispute the $120 charge which is outrageous in its own right for socks (I got my wife 3 pairs on amazon for $15, we would have never agreed to this) they told us it was our responsibility to show that we didn't place this order. How does one even do that?Aeroflow then followed up saying a check from our insurance provided (check #**********) had been sent to us but could not provide a tracking number. Our insurance company has no record of a check being cut and said they wouldn't cover these socks regardless so this felt fishy to them. We went back to Aeroflow and were provided a claim number of #*******CD8529 but once again were told that if we didn't pay this would go to collections, and that it was OUR responsibility to prove that we didn't order something. I have now gotten our insurance company (Regence/**********) and our benefits concierge (***) to both agree that this is nonsense and the only recourse they can think of is to make a complaint here. We didn't order these socks, no one has record of these socks being sent, we never received the phantom socks, and our insurance company had no record of it. This is completely ridiculous. See message from our *** Provider Below:Regence suggests filing a formal complaint against the company. We believe this might be the most appropriate course of action at this point in time due to the fact that you have no confirmation of ordering the stockings and have no tracking to indicate they were received. We believe it is quite possible they dont have this information either since it doesnt appear they ever sent these to you.

  Business Response

  Date: 09/24/2024

  Thank you for contacting Aeroflow Health regarding your order. The supervisor of this department will contact you to reach a mutually satisfying resolution. We sincerely apologize for any inconvenience this has caused. Please do not hesitate to contact us at ************ should you need further assistance, and we thank you again for bringing this to our attention.

  Customer Answer

  Date: 09/24/2024

   
  I am rejecting this response because we have spoken with Aeroflow many times and gotten no resolution. I also have yet to hear from this supervisor. Until such time as we receive communication and a refund this will be rejected. 
  
  

  Business Response

  Date: 09/24/2024

  Thank you for contacting Aeroflow Health regarding your order. We sincerely apologize for any inconvenience this has caused. And i have reached back out to the supervisor regarding a refund on this issue. Please allow a day or so for them to reach out to resolve this. Thank you.

  Customer Answer

  Date: 10/03/2024

   
  I am rejecting this response because:

  I had previously complained and provided all information to the business about our claim. I was told they would reach out and never did. This company is scamming people out of money. Please review my previous claim.
  

  
  

  Business Response

  Date: 10/07/2024

  Thank you for contacting Aeroflow Health regarding your order. The supervisor of this department will contact you and get to a mutually satisfying resolution. We sincerely apologize for any inconvenience this has caused. Please do not hesitate to contact us at ************ should you need further assistance, and we thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. We received a refund in full. 
  
  Thank you.