ComplaintsforAeroflow, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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. 
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a breast pump on 9/9/24. We paid cash and did not file with insurance as our plan does not cover it. I did not receive an order confirmation email nor did I receive any tracking information. I also could not create a password to log into their site due to their site malfunctioning. Regardless my card was charged. I called the following morning to cancel the order and was told it had already shipped. They could not immediately provide me a tracking number or a receipt. I told them to cancel the order but they said it could not be done as it had shipped. They finally relented and gave me ***** tracking ************. The tracking said a label had been created but ***** did not have the package. I told them since they still had the package to cancel the order. They refused and said I could return the shipment at my expense if I desired. I still cannot get into my account on their website and they are not responding to calls or emails. At the time of this complaint, the order is still at their warehouse. I am being held hostage by them over this order that I no longer want due to their lack of communications.

  Business response

  09/11/2024

  Hello ****, I have sent your concerns to the supervisor and they will be reaching out to you in the next day or so. If you have any more questions please do not hesitate to ask. Thank you.

  Business response

  09/11/2024

  Hello ****, I have sent your concerns to the supervisor and they will be reaching out to you in the next day or so. If you have any more questions please do not hesitate to ask. Thank you.

  Customer response

  09/11/2024

   
  I am rejecting this response because:
  It is just a canned form letter that solves nothing. 

  Business response

  09/11/2024

  I have sent the supervisor all of your information and complaint over breast pump. They normally call within a day or so to resolve the issue . 

  Customer response

  09/11/2024

   
  I am rejecting this response because:
  
  It is another canned form letter response and I have not heard from the "Supervisor".

  Business response

  09/12/2024

  I have spoken with the someone in the department via email, they checked the tracking number and said the pump will be delivered today. Can you let me know if it has been? 

  Customer response

  09/17/2024

   
  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.  The business fulfilled all of my requests in a reasonable time.
  
  Thank you. 
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/11/24 I called what I was lead to believe Aeroflows customer service to inquire why I wasnt receiving breast pump part replacements after getting an email stating I was getting free bags. In the incredibly short phone call with what I was lead to believe as a customer service representative, it was stated that my insurance didnt cover this. End of call. No where during this conversation was it expressed or stated that this phone call would be charged to my health insurance for $180. This is predatory, and appears fraudulent. This is potentially taking benefits away from people who need their insurance to cover an LLC, not some unqualified customer service representative. ********************** should be utterly ashamed at this practice and clear lack of transparency. I wish for them to immediately withdraw the $180 submission to my insurance on claim 2234 2478 635 as soon as possible, and highly recommend BBB to look into this predatory, fraudulent practice.

  Business response

  09/09/2024

  Hello *******, I have sent your concerns to the supervisor. They will reach out to you within a day or two! 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a breast pump and milk storage bags that were supposed to be covered by insurance in March. My insurance had lapsed in May, and aeroflow still billed my insurance for a date in may, even though I was guaranteed a free breast pump when I ordered it in March. Now, they are trying to send me a bill for the breast pump and milk storage bags and I feel like I should not be responsible for covering this. I will happily return the breast pump, but the bags have been opened.

  Business response

  08/30/2024

  Hello, I am sorry about the confusion. I have sent your concerns over to the supervisor of the department. They will reach out to you in a day or so! If you have anymore concerns please let me know. Thank you.

  Customer response

  09/01/2024

   
  I am rejecting this response because: I have not heard anything back from this company. 
  
  

  Business response

  09/03/2024

  I will follow up with the supervisors on your concerns. Sorry for the delay! We will work on getting this resolved.

  Customer response

  09/03/2024

   
  I am rejecting this response because:
  I am waiting for resolution 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My doctor referred me to AeroFlow Sleep for a **** machine and on 12/14/2023 I made an upfront payment of $325.66 and in their email confirming the payment they stated that there would be eight additional payments of $50.66.After noticing some irregularities in charges vs invoices and the amount they said the payments would be, I sent an email to their billing department on 7/14/24 asking for a detailed statement showing the beginning balance for the **** machine, all of the invoices and payments to date, and the remaining balance.The reply that I got from them on 7/16/24 did not include all of the information I requested (beginning balance and remaining balance) but it did say that at the time I had paid $982 to date and had a credit of $50.66.On 8/14/24 my Discover card was charged $50.66 with no email with notice of an invoice which seems odd since they stated that I had a credit for that same amount.They stated that there would be eight monthly payments, but the *** file they sent on 7/16/24 shows that there had been 12 total payments received including the initial payment of $325.66. The charge on my Discover card on 8/14/24 makes 13 payments.What I want from AeroFlow Sleep is every detail of my account. The total balance prior to my first payment of $325.66, every invoice to date, every payment to date, the remaining balance if any, and a refund of any overpayment. I also want them to explain why I was being charged two different amounts. ($50.66 and $50.34)

  Business response

  08/23/2024

  Hey ***** , i have sent your concerns to the supervisor and they will be reaching out to you in a day or two! If you have any more questions please do not hesitate to ask. Thank you.

  Customer response

  08/27/2024

   
  I am rejecting this response because:
  

  They still have not stated what the initial cost of the **** equipment was before any payments from my insurance or myself.  It should be an easy question to answer.  

  The documents they sent in response show a total of 14 payments including the initial upfront payment, and they also show there were to be eight payments after the upfront payment.

  The documents also show there is a credit balance of 32 cents.

   

  What they aren't saying is how much they are charging in total for for the equipment, or how much is left to pay it off.

  
  

  Business response

  09/17/2024

  Thank you for contacting Aeroflow Health regarding your order. The supervisor of this department has contacted you and reached 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 response

  09/17/2024

   
  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, but I will cease to continue doing business with them.
  
  Thank you. 
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a **** with the company, the order was placed completely online and they mentioned to me that I had to pay an amount of $4.27 every month for 6 months till, I can document continuous usage for the same time. I am now being told to pay $68. When I called them to explain the bill they cannot explain the bill and asked them to send me a receipt of why is this money due they acknowledged that they will be mailing the document showing the details of the bill but they never did. Now I am getting emails from a money collector(FDR ) asking for the amount due. They are dishonest and are just not transparent in their terms. If they cannot provide me a reason why I owe them the money and show that I agreed to pay anything to them when they told me about the **** they are fabricating the charges.

  Business response

  08/12/2024

  Hello, I have sent your concerns to the supervisor and they will be reaching out to you in a few days! If you have anymore questions please don't hesitate to ask. Thank you.

  Customer response

  08/12/2024

   
  I am rejecting this response because:

  This is not a response or resolution. It is a delayed acknowledgment that they have received the complaint. 

  
  

  Business response

  08/23/2024

  Hello, I am so sorry for the delay I have resent your concerns to the supervisor as urgent to get this resolved asap. Thank you.

  Customer response

  08/23/2024

   
  I am rejecting this response because:
  This is not a response or a resolution and is an attempt to just buy time and avoid the question being asked.

  Business response

  08/28/2024

  Hello, I checked in with the supervisor and they got back with me today and said they have reached out to you. If you have not received anything please let me know.

  Customer response

  08/28/2024

   
  I am rejecting this response because:
  They have not reached out to me. I have not received any explanation of the bill for the same reason. 
  they are lying.

  Business response

  09/04/2024

  The supervisor reached back out and said they have emailed this email regarding this situation *******************. Is this the correct email to reach you? 

  Customer response

  09/18/2024

   
  I am rejecting this response because:

   

  I am not satisfied with the response. 

  They have my email address and my phone number to reach me. They do not need to verify that. 

  I have not yet received any email explaining the reasons for my outstanding bill. 

   

  Sincerely

  Sushant

   

  
  

  Business response

  09/24/2024

  
  
  Thank you for contacting Aeroflow Health regarding your order. The supervisor of this department has contacted you and reached 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 response

  09/28/2024

   
  I am rejecting this response because:

  I have not been offered any resolution. I do not know what they are talking about. There has been no mutually agreeing resolution or any recommendations from Aeroflow. 

  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I switched over to Aeroflow a few years ago because the equipment supplier in my area never seemed to be able to have what I needed. Aeroflow provided excellent service back then and I never had an issue with them. Now according to the service I have been receiving lately, it feels as though I have made a HUGE mistake. I received my supply headgear and full face Cpap mask which is covered by insurance for 3 months. Okay I havent worn it completely a full month(maybe a week or two) before it has yellowed like I have had it for TWO months. I have had to adjust the mouthpiece part of the mask to fit and I have to tighten the elastic band like Ive had it for 6 months!! BRAND NEW head gear with a FULL FACE MASK?! This should not be!!!! THEN, when I called & explained the issue , she tells me It appears that your items are defective and Ill see if I can get you a replacement. ALL I get in the mail is the BAND? AND IT WAS ALREADY OPENED WHEN I RECEIVED IT!!! Ok this is unacceptable. You dont send somebody something already opened If I cannot get my equipment Headgear and mask replaced then I will just seek business somewhere else. I dont have time nor should I have to call back and forth asking for proper equipment replacement! This is absolutely ridiculous!

  Business response

  08/19/2024

  Hello *******, I am so sorry about headgear and mask and the inconvenience this has caused you. I sent your concerns to the supervisor and they should be reaching out to you within the next few days. If you have anymore concerns please don't hesitate to reach back out!

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My patients are frequently entitled to a breast pump paid for by their insurance. Aeroflow provides such breast pumps. Aeroflow takes the opportunity to speak to my patients and encourages them to request products "for free" that they sell and that are not medically necessary. Every week I need to refuse prescriptions for which there is no documentation in the patient's chart justifying such prescriptions. This company is fraudulent and attempting to encourage healthcare providers to defraud state ******** programs, as well as private insurance. They play on the idea that busy providers that will not research the patient's chart and will simply sign the prescriptions, allowing them to bill for products for which there is no medical necessity.

  Business response

  07/01/2024

  Hello, I have sent your concerns to the supervisor and they will be reaching out to you within the next day or so! If you have any more questions do not hesitate to ask. Thank you.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Aeroflow. I purchased a breast pump and then saw that they offered "free with insurance" virtual classes. I took them. However, I didn't realize till months later that those classes were actually billed to my insurance. I took 7 of these classes. They advertise these classes as free and that they would be approved through insurance. My insurance denied each class and is charging me $300 per class. It's deceptive. As I saw how much they charged my insurance for these classes, I was even more enraged. Knowing this I would have never signed up for these classes.

  Business response

  06/27/2024

  Hello, I have sent your concerns to the supervisor and they will be reaching out to you soon. If you have any more questions do not hesitate to ask. Thank you.

  Customer response

  06/27/2024

   
  I am rejecting this response because:
  

    I still have not received an answer from Aeroflow in resolving this matter. No one has reached out to me personally from the company to indicate if they will fix the problem.

  Business response

  07/03/2024

  Hello, ******* I have sent your concerns to the supervisor and they will reach out to you in the next few days! Thank you!

*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. ↩