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:09/03/2025

  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.

  I am breastfeeding. My insurance allows me to receive a new breast pump every 12 months if I am breastfeeding. Aeroflow is a ********************************* that supplies breast pumps. They are in-network with my plan, but are preventing me from utilizing my benefits.I tried to get a new pump, but they told me I could only get one per pregnancy, and somehow they can't bill insurance after I am 12 months postpartum.This is not true, and it's misleading. Aeroflow has a policy that prevents women from continuing to breastfeed, as many women in the US are "exclusive pumpers" or dependent on a pump to provide their baby breastmilk. If Aeroflow is going to get money from insurance companies as a DME, they need to allow women to use their own insurance benefits. I've tried conference calling with an aetna *** and Aeroflow- Aeroflow stands by their policy. I called Aeroflow again today (9/3/25) and spoke with ******* their *** just to confirm this is still their policy - as it has been for years - and it is.

  Business Response

  Date: 09/08/2025

  Thank you for reaching out to Aeroflow Health, a manager from the department has reached out to you to help. If you need any further assistance please reach out to us directly at **************

• Initial Complaint

  Date:08/16/2025

  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 used this business to receive a breast pump, belly band and postpartum wrap in January and April 2025. They requested all of my insurance information and that I upload copies of my insurance card. They claim to verify your insurance and show you what is available and what is covered, with prices if you want to upgrade a product. I was given a list of covered products and upgrades that I could pay additional for. I ordered a fully covered zomee breast pump, and postpartum wrap and paid a little extra for the belly wrap. Several months after the order was placed I looked on my insurance app and noticed the new charge of $180 for the postpartum wrap and another $75 pending charge Im assuming is for the belly wrap. To make matters worse I never even received the postpartum wrap and forgot about it until noticing this charge. Im not sure what happened as I did what was asked by insuring all the information was entered correctly in their site including uploading pictures of the front and back of my insurance card as they request prior to ordering. I would have at least sent the bellyband back, plus the breast pump as that is all I received. However, according to their website they do not accept opened items returned if not in the original packaging. Obviously months later it wont be in the original package. It seems like an immoral business practice to tell a customer a product is fully covered and then several months later to go back and say it wasn't for whatever reason. I would not have purchased any of these items had I known they were not covered. As someone else mentioned on this site, this business claims to help expecting mothers but they are unethical and should fix their insurance verification/billing process. I was lied to and am being charged a few hundred dollars for something that was their mistake. Truly unacceptable and should be rectified immediately.

  Business Response

  Date: 08/21/2025

  Thank you for reaching out. A manager from the department has tried contacting you by email and by phone. If you have any further questions or need further assistance please feel free to reach out to us directly at **************

• Initial Complaint

  Date:07/18/2025

  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.

  Working with this company has been a complete nightmare. I only have 1 month left to meet compliance and still to this day do not have the equipment to do so.The first sales **** ***** ******, I was given was not responsive. I would email her, including the info@ group, and call with no response. Finally after escalating to my own doctor she started replying. She ordered my equipment, and she shipped it to the wrong address, so it went to lalaland. Then she finally corrects the address and ships the wrong size head gear. By this time, Im leaving for a work trip so I wont be home to accept shipment for corrected equipment.I ask to be routed to a manager and am assigned ******** *******. She is much more responsive, but Im now having issues with her. The mask I was given isnt working for me, so I had a call to discuss a different one. In the call we decided on an N30i in size medium. I even emailed the manager after the call to double check its an air touch n30i in size medium. Low and behold they sent the wrong size. Yall can listen to the phone call to confirm the size is a medium.I also found out on my own that my settings on the machine were wrong. I paid a significant amount of money for a titration study in-lab, yet they didnt apply those settings to my machine! It was set up as an APAP which isnt recommended for people with parasomnias!So now I have no useable mask and only 30 days left to meet compliance. They need to reset my compliance window to start fresh and overnight me the right medical equipment.

  Business Response

  Date: 07/24/2025

  Hello and thank you for contacting Aeroflow Health. A manager from the department has reached out to you by phone and email. If you have any further questions please feel free to reach out to us directly at **************

• Initial Complaint

  Date:05/13/2025

  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.

  I purchased a new ***** double electric breast pump through Aeroflow in [insert month/year]. Within the first month of use, one of the pumps (the right hub) began having technical issues. It would repeatedly connect and disconnect while charging, and even after appearing fully charged, it would not reach 100%often stopping at 85%. The left pump functions normally, so the issue appears isolated to one unit.I reached out to ***** customer support as directed by **********************, but the company has been unresponsive and difficult to work with. The only way to contact ***** is through an online chat function. The support team provides vague, scripted responses such as this looks normal, and offers troubleshooting suggestions that do not address or resolve the issue. Despite explaining the problem in detail and sharing a video and photos, ***** did not offer a meaningful solution, repair, or replacement. I was told this was normal wear, despite having used the product for less than a month.Elvies customer support is limited, misleading, and non-transparent. For such an expensive product ($265), it is unacceptable that there is no effective support available. Additionally, I was surprised to discover that ***** is able to connect to the pump through the app on my phone without my explicit permission. This raises concerns about privacy and the handling of personal data, including tracking information.Not only has ***** failed to resolve a clear issue with one of the hubs, but the pump also regularly interferes with and disrupts my pumping sessionssomething I would not want anyone else to experience. Overall, this experience has been frustrating and disappointing, and I believe it is important to warn other consumers.I am seeking a replacement or repair for the defective pump hub and greater transparency and accountability from ***** regarding its product support and data practices.

  Business Response

  Date: 05/16/2025

  Thank you for reaching out ot Aeroflow. A manager from the departmetn has attempted to reach out to you by phone and left voicemails. Please feel free to reach back out to us at **************

• Initial Complaint

  Date:05/05/2025

  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 used this business to receive a breast pump and supplies in February 2025. They requested all of my insurance information and that I upload copies or my insurance card. They claim to verify your insurance and show you what is available and what is covered, with prices if you want to upgrade a product. I was given a list of covered products and upgrades that I could pay additional for. I ordered a fully covered breast pump, milk storage bags and paid extra for compression socks. Three months after the order was placed I received an email that they had the incorrect insurance information and come to find out they do not even contract with my insurance - all the information was entered in their site including uploading pictures of the front and back of the insurance card as they request prior to ordering. They said I could send it back but they wouldn't accept it since I opened the packaging. It seems like an unethical business practice to tell someone a product is fully covered and then months later to go back and say it wasn't because they didn't check insurance thoroughly. I would not have purchased any of these items had I known they were not covered. This business claims to help expecting mothers but they are unethical and should fix their insurance verification/billing process. I was essentially lied to and now they are charging me hundreds of dollars for something that was their mistake.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out to Aeroflow Health. A manager has reached out and a resolution has been found. If you have any other questions please give us a call directly at ************

  Customer Answer

  Date: 05/09/2025

   
  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. ******** quickly handled my issue and addressed all concerns. 
  
  Thank you. 
  

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service 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.

  Aeroflow breastpumps advertised they would facilitate the procurement of an insurance paid for breast pump for qualified persons. I utilized this service and received the breast pump and two other items I didnt order - Motif breast milk storage bags and a back support band. I just received a **** for the back support band. A product I didnt order and didnt request. The **** says my insurance did not pay them the full cost of the back band and Im responsible for the remainder. I am not responsible for the cost of an item I didnt request/order.

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to Aeroflow Health. A representative from the department has reached out to help come to a resolution. If you have any further issues please give us a call directly at **************

• Initial Complaint

  Date:04/25/2025

  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.

  I placed an order for ResMed AirFit N30 Nasal CPAP Mask with Headgear SKU: p_AF-N30-wHG on Dec 16 2024.Never received any shipping and tracking information via email. I called and after checking they said they would reship the order. But I never ever received the items.I tried emailing and calling multiple times without any response. Today I tried their website chat and the chat agent states its a long time ago and they cannot help me.

  Business Response

  Date: 04/29/2025

  Thank you for contacting Aeroflow Health. A manager from the department has reached out to you and talked with you through the issue. We are happy we could come to a resolution. If you have any further questions please reach out to us directly at **************

• Initial Complaint

  Date:04/10/2025

  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 have been renting a CPAP machine from this company since February 2025. In early February I was told by a representative that I should try a different sized mask so I exchanged a large unused mask for a medium. I was charged $42.50 on February 7, 2025 but it should have been an even exchange.On March 6, 2025 I was charged another $42.50 for supplies I ordered but I have never received them.I made roughly 6 telephone calls to them and spoke to several different representatives who have all promised to send me the supplies but I still haven't received them. I've also emailed them several times and can provide copies of those emails if needed. I called again to get information on how to return the machine and cancel my account with them. I received a ***** label from them and sent the machine back. I canceled the autodebit with my bank but they still tried to bill me and sent me an email to update my payment info. I have attached a screen print of my bank account showing both payments and one rental payment. I am requesting a refund on the two payments of $42.50.

  Business Response

  Date: 04/15/2025

  Thank you for reaching out to Aeroflow Health. A manager of the department has reached out to you via email and voicemail. A refund has been processed. If you have any further questions please feel free to reach out to us directly at **************

  Customer Answer

  Date: 04/15/2025

   
  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:04/08/2025

  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 used this business to receive a breast pump and supplies in the summer of 2024. They say they verify your insurance and then show you what is available and what is covered, with prices if you want to upgrade a product. I was told this pregnancy support belt was covered, and it would be $0, only to find out later that it wasn't covered and now they are charging me. I offered to send it back but they wouldn't accept it since I opened the packaging. It seems like unethical business practice to tell someone a product is covered and then months later to go back and say it wasn't because they didn't check insurance thoroughly, and they are now threatening to send this bill to collections and hit my credit score.

  Business Response

  Date: 04/11/2025

  Hello, thank you for contacting Aeroflow Health. A supervisor has reached out to you. 1If you have any other questions please contact us directly at **************

  Customer Answer

  Date: 04/11/2025

   
  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:04/08/2025

  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.

  On March 25, 2025, I signed up to receive incontinence products for my 16 year old son that sustained a TBI. I was told they were waiting on the doctors order to be signed before they could ship the products. My doctors secretary has sent the form in 4 times now. She has done so by fax (2 different numbers) and email. It is now April 8, 2025 and I havent gotten anywhere with this company. **************** is ridiculous and doesnt seem to care if you get the needed supplies or not. I will be checking around and finding a better, more competent company to get our supplies. They should be ashamed! Ive never witnessed such a horrible company until now.

  Business Response

  Date: 04/10/2025

  Thank you for reaching out to Aeroflow Health. A manager from the department has contacted you. If you have any further questions please reach out to us directly at **************.