ComplaintsforAeroflow, Inc.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I followed an advertisement from a pregnancy website. The add stated Aeroflow could get me an at no cost to me. I sent in my ******** information as requested and waited for an email back for approval. I was denied the breast pump, but was given a huge list of things my insurance DID approve (at least according to Aeroflow). Initially I was supposed to be charged about $50 for the tax and shipping. They actually charged my card for the entire amount. Now they have a 45 day return policy. I am barley within that return policy time line. The issue I have is I have opened some of these items and they wont take them back. I can not afford the $565.00 that they charged to me. I want them to be punished for their deceptive behavior and I want to not be penalized for not being able to return the opened items. Obviously if I had known that I wasnt approved, i would have never wasted my time ordering this stuff and now wasting my time and money to return this.

  Business response

  06/30/2023

  We apologize for the inconvenience. The department manager has reached out and provided a refund. If you have any further questions or concerns please reach out to them directly.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a breast pump through the Aeroflow website on 2/6/2022. My due date is 2/28/2022. My insurance paid for the pump, I paid an extra $30 for an upgrade. I received a confirmation email for my order. A week later and the prescription is still pending. I used the chat to talk to a representative on their website only to find out that they had the wrong fax number. I updated the fax number and I called while I was at my ********** on 2/15 to make sure the fax went through. My Dr called me that day to let me know Aeroflow had confirmation of my prescription and it was finally updated on their website. Over a week later, the pump still has not shipped. The shipping date on their website changes daily. On the 24th I called to find out what was going on. A representative tells me that the pump is in stock and ready to ship but the extra parts paid for with the $30 upgrade were out of stock and that is why it has not shipped. I never received any notifications that any part of my order was out of stock. She refunded my $30 and told me she would contact the warehouse and that the pump would be shipped that day and I would receive an email that same day with tracking info. I did receive an email confirming my refund but I never received any tracking information. 2/28, my due date, I used the chat on their website to contact a representative about shipping again. I told her I never received an email with tracking and their website still shows that it has not shipped. She said it shipped on the 25th and gave me a tracking number. I looked up the tracking number on ****** ***** website shows that a label was created but says that the item has not been shipped, *****'s own website says they don't have it. I told her that and she said it has shipped and that is the tracking number. This company is horrible, zero communication about my order unless I use their chat or call in which I have done more than 4x now and I've been lied to. I still don't know when my pump will ship!

  Business response

  03/08/2022

  Thank you for contacting Aeroflow regarding the untimely shipment of your breast pump. A supervisor overnighted a pump to you that was delivered on Saturday. We apologize for the miscommunication and inconvenience. Should you need anything further, please contact us. 

   

  Thank you 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Aeroflow sent me numerous emails, texts and phone calls harassing me to order supplies. In each of these emails, texts and phone calls, they said these were covered by my insurance. That was a lie. None of the supplies were covered by my insurance and now they are sending me bills for supplies purchased in 2020 and soon ones in 2021. If these were "covered by my insurance" as every communication has stated, why am I being billed. If these are not covered by my insurance (which I have checked and they ARE NOT), then why do they continue to send me emails, texts and phone calls begging me to order supplies that they KNOW are not covered by my insurance. This is clearly fraud as they are claiming that the products will not cost anything out of pocket and then billing a year later for the purchases.

  Business response

  02/28/2022

  Thank you for contacting Aeroflow **** regarding your billing issue. A supervisor has contacted you via voicemail and email regarding the bills you received for covered supplies. We will be taking care of your balance and nothing will be owed from the patient. Should you have any further questions, do not hesitate to contact us. Thank you. 

  Customer response

  02/28/2022

   
  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

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up for a free breast pump from them back in April. They approved it through my insurance and the issue was that they were not going to send it until days after my baby was born. Which is way too late. They sent out the pump and are now trying to **** me which were not the terms of our agreement. I tried on multiple occasions to reach out to them and they have been difficult to deal with. I will not pay them 120 for something that was supposed to be helpful. I would not have signed ** in the first place and did not even know they would send it. My baby was born feb 2nd and I did not receive the device until a week ago.

  Business response

  02/28/2022

  Thank you for contacting Aeroflow Healthcare regarding the frustrations you've had with the billing of your equipment. The supervisor of this department has attempted to contact you regarding the balance on your account. Aeroflow was unable to ship your equipment until after the birth of your child due to your insurance guidelines. The terms and conditions of purchasing equipment from Aeroflow include confirming that you have not yet used your breast pump benefit. When you received equipment from the hospital at the time of your child's birth, this benefit was used and therefore your insurance provider will not reimburse Aeroflow for the equipment. Unfortunately, due to the fact that the hygienic seal has been broken, we are unable to accept a return of the equipment. At this time, your balance is accurate. If you would like to make payment arrangements, please contact us at **********

  Customer response

  03/01/2022

   
  Complaint: 16792805
  
  I am rejecting this response because: they were unclear of their terms and should not have sent the item without it being paid in full. They wont accept a return and Im a stay at home mother with no income.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I used Aeroflow, Inc. to order a breast pump through my insurance. When placing the order, Aeroflow said that I was eligible for insurance-covered maternity support band and compression socks; however, upon receiving those items in the mail, I was then sent a **** for $37. I did not need or use those additional items and would have never ordered them, had Aeroflow not mislead me to believe they were covered by insurance. I am extremely disappointed in the deceptive practices of this company and urge anyone else to order their breast pump through another company in order to avoid being mislead.

  Business response

  02/14/2022

  Thank you for contacting Aeroflow regarding the **** for your Maternity Compression item. The supervisor of this department has reached out to you regarding the miscommunication about the balance and advised that we are working to update our website. The balance has been resolved. Should you have any further questions or concerns, please do not hesitate to contact us. Again, thank you for contacting Aeroflow Healthcare and allowing us the opportunity to resolve your concerns

  Customer response

  02/14/2022

   
  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

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a breast pump through aeroflow using my Tricare health insurance. They allowed me to select compression socks and a back brace which stated may have a copay but did not provide what that would be. I contacted the company and stated I needed to know what the copay for the items would be first, since I do not have a medical need for either of those two items. I heard back from a representative who gave me the copay amounts. I responded immediately stating do not order or ship the socks or back brace. No one responded to me, and for days, my account read that they were contacting my ************* obtaining prescriptions for those two unneeded items. I wrote another time asking them to not do this as we will do not want to pay for unwanted items. No one responded to me. Finally both items, the socks and the brace were marked prescription received and the items ended up in my mailbox. I have been continuously contacting customer service to return the items and they will not return any of my emails and the iChat is always in a queue that never moves. Now, we are responsible for making payments 10 days before my due date but I am not providing my credit card information for items I stated I did not want and asked them not to contact my doctor to provide prescriptions. I did receive my pump, which I was already told by Tricare that I would not have a copay for, and is all I wanted. My first payment is due in March and I cannot even seem to find out how many payments will be due or for what items the first payments will even cover. I am not paying anything to aeroflow and do not want this to go to collections. I either want a refund for the items or for someone from customer service to walk us through the steps to return the items. I am very annoyed that we are dealing with this just weeks before delivering a baby.

  Business response

  02/09/2022

  Thank you for contacting Aeroflow **** regarding the receipt of the equipment that you did not want and the lack of assistance you have received throughout this process. The supervisor of this department has reached out to you and let you know that we have zeroed out your balance with Aeroflow and that we would like you to keep the equipment. We do apologize for the inconvenience that this experience has caused you and we appreciate you bringing it to our attention. The reason that this incident occurred is because the items had already shipped out when we received your communication that you did not want the equipment. We did not intentionally provide you with equipment or charge you for this equipment, without your consent. Again, we truly apologize for this inconvenience and thank you for contacting Aeroflow **** and allowing us the opportunity to resolve this. 

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a breast pump using my insurance benefits. On December 16th 2021 I was told I would need to pay a $95 copay because my insurance would not cover the whole cost of the breast pump. I paid the copay. My insurance was billed on December 22nd of 2021, they were charged $249 and paid out $235 to Aeroflow for the pump. Upon some investigation I discovered that Aeroflow actually charges more for this pump than other companies do, other companies charge. The ***** Stride pump costs $199 on FSAstore.com, $224 on 1naturalway.com, and $229 on pumpsformom.com. So Areoflows claim was paid out by my insurance and Aeroflow did NOT report that they charged me a copay. When I recieved my benefits ststement from insurance and saw that my copay was not reported and that my benefits statement said that no copay was due I called my insurance to confirm on January 6th 2022. They assured me I did not need to pay a copay and they would contact Aeroflow to have my copay of $95 returned to me by Areoflow. They called them the next day on January 7th of 2022 to start the process. I had not heard anything so I contacted Areoflow on January 11th of 2022 to confirm I was going to be reimbursed, which they confirmed over the phone that I should not have been charged a copay and could be expecting a reimbursement by the end of the following week. I still have not received my reimbursement, and at this point Areoflow has been overpaid and holding onto my copayment that should have never been charged for over a month.

  Business response

  01/31/2022

  Thank you for contacting Aeroflow **** regarding the billing of your equipment. The supervisor of this department has contacted you and left you a voicemail explaining that your refund has now been expedited. You should see these funds returned to your account within the next **** business days. Should you have any further questions or concerns, please feel free to contact us. We do apologize for any inconvenience that this interaction has caused you and appreciate the opportunity to resolve this issue with you. 

  Customer response

  01/31/2022

   
  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.
  

  I still would like my complaint to be public as the company illegally withheld my money knowingly for *************************************************************** full by insurance and my copayment should have been returned immediately by the company.

  The representative from the company stated to me on the 11th of January that my payment would be returned by the end of the week, which should have been January 14th 2022. Payment was not actually returned until I filed this complaint with the BBB and a complaint with Paypal. Paypal forced a return on my payment, otherwise I'm not sure the company would have kept their word on returning my money as they had already stated I would have it back by the 14th and missed their own deadline.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a breast pump through this company with insurance approval. I paid a little over $30 for an upgraded pump. I was supposed to receive it in August of this year, but still have not received it. They sent me an email with a defective tracking number in August, and when I log in to their website for an update, it changes the shipment date every time to a few days in the future. My baby was born in September and I've been without a pump for almost 3 months now.

  Business response

  12/15/2021

  Thank you for contacting Aeroflow **** regarding the concern that you did not receive the equipment that you ordered. The supervisor of this department has reached out to you to inform you that we have shipped a new piece of equipment to you. We do apologize for the inconvenience that this experience has caused you; we were unaware that you did not receive your equipment as we were not informed of the matter. You will be receiving an email with tracking information. If we can be of any further assistance in this matter, please don't hesitate to reach out. Thank you again for contacting Aeroflow Healthcare. 

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My insurance has sent me to Aero Flow Breast Pump to purchase my ********************** pump. I have made a purchase and am using the financing affirm to help pay for my pump in monthly installments. I received the ****** ********************** pump today around 8:00am this morning. I opened the box and read the instructions manual that was provided and did not use or remove anything else in the box. As soon as i was reading the last pages of the manual i realized that the pump can emit radiation. This was not advertise at all on the Aero flow pump site and is very misleading. As a mom and a person I would like to be advised ahead of time what potential ***** can be in a pump. I immediately called Aero Flow specialist and asked If i could please send this back today and exchange it for a different pump. I spoke to two different specialist and they stated they can do nothing for me at all because the box seal is open. I explained I haven't used anything it was just received today, everything is still in the same condition it was received this morning and they told me to reach out to ****** that's all they can tell me. I am literally in tears. Completely feel lied to and i am so frustrated with this company and ****** as well as i did call and they cant give me a true answer if the pump itself emits radiation they just tell me to turn off the blue tooth. This pump is $400 and all I want to do is exchange it for a pump that is much safer to use. Aero Flow refuses to help me in exchanging my pump for a different one.

  Business response

  11/01/2021

  Thank you for contacting Aeroflow Inc. regarding the concern for the safety of your equipment. The supervisor of this department has reached out to you regarding this matter and has informed you that as a one time courtesy we will ship you a new pump of your choice. Once the hygienic seal on the packaging has been broken, we are unable to accept the equipment back in our warehouse, and this is why you were initially denied an exchange. We do understand and appreciate the safety of you and your child being of the utmost importance and appreciate you bringing your concert to our attention and allowing us the opportunity to resolve the issue. We do truly apologize for any inconvenience that this interaction may have caused you. Should you need anything further, please don't hesitate to reach out to us. Again, thank you for taking the time to contact Aeroflow Inc.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a breast pump on 10/19 the confirmation email stated it would ship in 1-2 business days. Ever since I ordered it the expected ship date keeps getting extended out and changing to further out. It started with 10/24 which isn't even a business day and is currently stating 10/28. Every day I check it, it gets extended another day. I'm doubtful it will ever ship. I need this pump before going back to work but at this rate I don't think I'll ever get it.

  Business response

  10/25/2021

  Thank you for contacting Aeroflow Inc. regarding the untimely shipment of your equipment. The supervisor of this department will be reaching out to you. The equipment that you have selected is currently out of stock, however we will expedite the shipment to you once it comes in. If you have any further questions or concerns, please do not hesitate to contact us. Thank you again for contacting Aeroflow Inc. and allowing us this opportunity to resolve your concerns. 

  Customer response

  10/25/2021

  
  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,
  
  *** *******

*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. ↩