Aeroflow
Reviews and Complaints

They were great to work with! They provided me with my equipment in time and were super easy to use!

They send the wrong items and then don't refund you when you send them back. They don't tell you prices if you want to order-you have to order first. They charge you for things you didn't receive.

Been waiting since 2/10 for a*** head gear strap. They charged me for it but NEVER shipped it. I have contacted Jason J and Danielle R 10x since 2/10 with absolutely no resolve. Multiple emails to Danielle were not answered timely and no effort has been made to communicate any solution. I think they know you have no choice in DME providers and they just do not care. Very disappointed in this company.

This company left me SO frustrated. I applied for a breast pump several months in advance. They were horrible with communication and I have the emails to prove it. I had to be on them constantly about getting a prescription from my doctor. Then once I got a prescription, a couple months later it didn't qualify anymore, and then suddenly it did again. So many hoops to jump through, and being ping ponged back and forth just to get a breast pump. Notified them ASAP when my son was born, and for two weeks I had to stalk them about the shipping status of my pump. I was constantly told "you should get a shipping confirmation by tonight" multiple times. In that time frame, my milk pretty much had dried up. Thanks for absolutely nothing, Aeroflow. This experience has left me so bitter and enraged against this company. There is absolutely NO reason it should have been this difficult to receive a breast pump. Especially when I did everything they asked. I sit here now STILL with no pump and continued empty promises that it's "on the way."

I am very upset about how my order was handled and the way Aeroflow treated my complaint. They filed a claim and shipped the item without my consent (I emailed them twice to cancel my order) and I have to do extra work to fix their "error". Here's the story - On 11/12, I filled in the form on aeroflow website to see if I qualify through insurance for a maternity support band. On the same day, I received an email from Shara M. letting me know that my insurance may or may not cover the full cost of the support band and there could be a small amount that I need to pay out of pocket. Her email specifically said "If for any reason you are not interested in moving forward with the maternity support band through insurance, or if you have any questions regarding this information, please respond to this email." So I replied to that email on the same day "I'm no longer interested in moving forward with this order. Please cancel the order. " I thought that was it but a few days later, I got a voice mail message from the same person telling me the same information. She said I can call her back or reply to her email so on 11/17, I replied to the email again - "I received your voice message. As I replied last week, I'm no longer interested in the support band. Please cancel my order. Thank you very much!" To my surprise, I received another email that night saying "congratulations!" the support band has been shipped out. On 11/18, I called customer service to explain the situation. Without an apology, I was told Aeroflow never received any of my emails (I use gmail, not some strange email servers. And I am sure the emails went out). I was given two options: 1) catch the mailman as he/she delivers the package and reject it OR 2) drop off the package at a UPS location once I receive it. Either of these options are very hard for me because 1) like most people, I don't sit at the door and wait for the postman to show up. 2) I'm a stay at home mom with a 1.5 year old daughter and I'm at 7 months of pregnancy. My husband works full time. Living in one of the centers of the pandemic (Dallas TX), we try our best to stay at home since our daughter is too young to wear a mask. Regardless, I do not feel comfortable going anywhere to fix someone else's "error". When I explained to the customer service rep, the answer I got was simply "you have to do it or you are obligated to pay for the bill from your insurance". I wanted to make it clear that it was Aeroflow who filed the claim AFTER I said "cancel my order" twice. If the company never received my email to cancel the order, they never received my authorization to file the claim either. As of right now, the shipment is still on the way to my home (ETA 11/20) and Aeroflow has sent me a UPS label that I'm supposed to put on the package and drop it off at a UPS office. I guess I will do it since I have no other choices. However, I would highly recommend Aeroflow 1) look into their own system and find out why/how they missed their customers emails. I'd be more than happy to forward the two "cancel order" emails to whoever is able to investigate this case. 2) Improve customer service as customers should not be asked to do extra work to fix a problem the company made. 3) if the email system doesn't always work, do not tell customers to reply back to the email. Tell us it is safer to call and speak to a real person. 4) most importantly - do not file claims without customers consent especially when customer might need to pay out of pocket. I have heard many good things about Aeroflow before but this incident ruins it all.

I had an incredibly frustrating experience dealing with Aeroflow, making it clear that they are not a company I would recommend. I was in need of a CPAP machine for my sleep issues, and from the start, they claimed that my doctor's prescription and documentation were inadequate. This went on for two weeks, with my doctor sending clarifications multiple times, but nothing seemed to satisfy them.

Feeling desperate, I decided to pay for the machine myself, hoping that would speed things up. They assured me that the machine would be shipped on Monday, July 24, but when I called on Wednesday to check, I was disappointed to learn that it hadn't been shipped yet. They told me it might not be sent until Friday at the latest.

At that point, I had lost faith in the company and their ability to provide reliable service. I requested a refund, believing that Aeroflow was facing other issues and couldn't be trusted. The representative I spoke to said she would get permission to overnight the machine and call me to confirm, but I haven't heard anything from them since.

In conclusion, I strongly advise against using Aeroflow based on my negative experience. Their handling of my CPAP machine order was unprofessional, causing unnecessary delays and broken promises. If you're in need of similar medical equipment, I recommend considering other reputable companies to avoid any potential issues.

Hello I qualified for a free breast pump along with one pair of compression socks. There was never a total at my check out. I received my product months ago. Now I’m getting calls and messages from a debt collector saying I owe them money. I do not owe them anything. I was told by your company these were free and my insurance covered them. Please get them to stop calling me. It’s becoming a harassment.

They charged me for a garment , I never even ordered in the first place! I received a bill in the mail for a post pregnancy compression garment that I never ordered or requested. I only inquired about one while I was pregnant and they sent me an email about the cost. I never followed up because I didn't want to pay for it when I found a cheap one on Amazon. What did they do bill me for something I didn't ask for, I didn't choose the brand or size garment , how can you bill me for something I didn't follow through with. I am beyond furious and want this to be resolved now. You can't bill people for something they didn't request!

Billed for compression socks that were advertised as covered by insurance. Date 08/28, purchased around 07/15. Account number XXXXXXX. Billed $11.70 for compression socks that were told as covered by insurance. I called them to state I wouldn't pay because this was supposed to be covered under insurance. They sent an email with small writing near the end to say there is a fee after already buying them. They send that as a part of this clear scam so they don't have to be held accountable for shipping items that you didn't agree to be billed for. I want this bill removed entirely for the inconvenience, apparent false advertising and clear scam that it is.

I was told My pump would ship 1/16 on 1/18 they provided me with an invalid fedex shipping tracking. I never received emails like they said either. I ordered a pump with Aeroflow using my insurance and based off of my due date of 2/26 my pump is suppose to be shipped 1/16. The fedex tracking they gave me on 1/18 when contacting them about the where about of my pump does not exist when I search it and they also said they've sent me emails which I haven't received. I check my spam box on a daily basis, and I was getting emails from Aeroflow when I first signed up so I know the email they have on file is correct. I am also letting my insurance company know what is happening with not receiving my pump.

Emailed four times between 08/27 - 09/28 and as of 10/20 have not received a response. I emailed their customer service (***@aeroflowhealthcare.zendesk.com) via the provided link on their website (https://aeroflowinc.com/) inquiring about the usage of my CPAP. Subject: CPAP Billing Question Body of Email: I have difficulty using it the required amount of time required for insurance coverage, but I also can't afford the $95/month right now for using it. Additionally, why did I have to pay $663 for it and still have to rent it? Am I able to pay off the remainder of the cost of the machine and keep it? Or am I required to return it? Do I just need to contact my local office for guidance? Please advise. I followed up on 09/01, 09/11, and 09/28. No response ever received as of today, 10/20.

I received a new Aeroflow C-PAP machine in Nov.20. It did not work. I asked for help, but was told after a 2nd call that because of the virus, no . I accepted the new Aeroflow C-PAP and discovered it was defective. Many people who had similar machines tried to help me since I needed to help. Aeroflow offered help, but later declined because of the virus. After many attempts to use this machine, I took it to the building that supplied it in order to return it. They were closed. I continued to let them know this was not working. I explained that I had tried to return it. Finally they sent me a box which I used immediately. This business has continued to bill me for hundreds of dollars while charging Medicare for use that was not true. They are still billing me after 12 months. Medicare should be reimbursed and so should I.

I ordered a pump through AeroFlow in Nov of 2019. The pump was paid in full by the insurance and I went about my life. Due to misunderstanding, my insurance took back the payment for in July, but returned the payment in August. I started to receive what I believed to be promotional emails from them in the following months (the subject line stated 40% off, but this ended up being 40% off the past due amount), so I didn't even open them as I assumed it was spam and didn't need a new pump. In February I received 1 call and voicemail from a collections agency that didn't provide info or address me by name, so I ignored as I have no past due accounts. I received no other calls from them, but a collections amount of $98 was added to my credit report the following week. After seeing Aero I reached out confused and a rep confirmed over the phone and via email that it was PIF in August, but my account was sold to a collector due to error on their end. Still showing on credit.

I first submitted an inquiry to Aeroflow, Inc. about nebulizers that they sell on their site. I only provided my name, phone number, and health insurance information. I received a reply stating that they would be sending me a nebulizer, but I never ordered one, only inquired about the cost. I never received the nebulizer they claimed they sent me, and since then I have been receiving monthly bills for the rental cost for the nebulizer that I never received. They continue to bill my insurance and even though those claims have all been denied, they keep submitting claims. I have now received a notice from a collection agency about the "past due" amount I owe, and that I have 30 days to dispute the validity of the claim. I will be filing a dispute with that company, in addition to filing this complaint. I have no idea if this company actual provides medical equipment or if it's just a scam, but I've read through a lot of complaints that seem to be very similar to what I'm dealing with.

I ordered a face strap for Phillps RemStar Respersonic CPap. machine,the strap came in a small package, I was exicited because the strap for other mask was severely worn. Of course I opened the shipping package, the strap was in a smaller package. How could I see if the strap fits my mask. The strap sent to had the wrong clips,it would not fit my mask I observed the clips. I called to return the 40.00 mask strap. Was told I had to keep the strap because I opened it. I asked to speak to the manager she was on the phone She would gladly help me spend another 40.00 for another face strap, when a new face piece including mask was 72.00. No one told me not open anything from Cheap CPAP Supplies,everyone allows products to be returned if they are not usable on line for purchases. Otherwise the online Business wouldnt be in Business This is not a opened machine, it is not a face Piece it is a face piece strap pretty expensive to just be lying around. I mention I would contact the Better Business Beaura she said go ahead So here it is *** Product_Or_Service: Dream wear had gear Order_Number:

The compression socks and postpartum support band i received are too small. I was just told to put my shoe size in for the compression socks, but when I received them the package said that calf measurement is what determines size, so I ended up with medium but I needed a large. I received them on 8/25, and I no longer have the original packaging so I'm not sure of the product number. The postpartum support garment went off of my pre-pregnancy pant size, and I am 30 weeks pregnant so I knew i wouldn't be able to really see if it would fit my belly, but I tried it on to make sure it would fit my lower half, and it wouldn't even go over my knees. I received a medium and based on the size of my thighs i think I need an XL. I don't have a lot of swelling so I really don't think it'll fit after the baby either, not without some serious weight loss. I received that on 8/27 and I think the product number is AAAXXXX-XX and i do still have the packaging. I'm just hoping i can trade them both in for bigger sizes, ive had great service so far so no complaint there, I just wish i could have seen the full chart with measurements as well as pant and shoe size before I ordered. I haven't paid my bill yet either, i didn't see an option to use my secondary insurance, but I have soonercare as well.

A burdensome company that fools first time mothers into thinking they will be helpful. You get breast pumps from the hospital through insurance! As a first time mother, I had no idea how to get a breast pump (or that the hospital provides you with one THROUGH INSURANCE). They state they need a script sent in from your dr. I contacted my dr to do so but apparently they never sent the script over to Aeroflow. Aeroflow notified me of this, but by this point I had learned I would get a pump from the hospital. I just figured that was the end of it. They continued to email me regarding they haven't gotten consent-then a pump was delivered to my house attached with a bill! I never once contacted them stating I still wanted this pump. It's unimaginable to me this company falsely prides itself on helping mothers. How they justify just shipping a pump with a bill because they never got a dr script I'll never know. Their whole gig is "free pump". I already have $10,000 in medical bills from the birth of my twins and now I am dealing with this company selling my info to a Bill collectorso they can collect $112.50 that they conned out of me. I don't have any supporting details such as dates, model number, sales repsbecause I was pregnant and busy with other things! Never thought I would have to deal with this!

I ordered a breast pump in 11 and paid a $325 upgrade fee a pump. They billed my insurance in 2 and my ins said I have $0 copay. Aeroflow build my insurance on February 20 for $249. My DOB states that I owe nothing. I called arrow flow questioning the fact that I paid $325 towards the pump, however my insurance states that they covered at 100%. They stated that they bill the insurance the contracted rate and I am responsible for the "upgrade fee." My insurance stated on a three-way call that they should refund the $325. The representative from arrow flow stated they would not do that because it is their policy to collect the overage amount from the patient. I upgraded my insurance in January to hopefully cover more charges. Considering they were paid by my insurance at 100%, they should not have charged me for the service I have tried contacting them twice, as well as contacting my insurance with no resolution. The representative was very firm Stating that it is my responsibility to cover the additional charges. This is balance billing and a direct violation of my insurance plan and their agreement with Aetna. I would like the resolution to be that I am refunded the $325 paid towards my pump. Please note I was married in late 2019 so my name changed from *** to

Returned C-pap and was not refunded, still receiving bills. Customer service is non existent. No return calls, no one knows what they are doing. Contracted with Aeroflow to purchase a Phillips Dreamstation C-Pap. Received the machine but the mask provided did not fit. Requested a new mask within two days of receiving machine. Was told mask was on its way. It took a dozen calls and 7 weeks to receive a new mask. These people provided excuse after excuse but no equipment. The new mask finally arrived but it didn't fit. After the terrible customer service that I experience, I requested to return the machine since the company had been unable to provide basic customer service and equipment in a timely manner. I requested a refund so that I could purchase a new machine from a company who might actually provided the equipment necessary to use the c-pap. I was told I would receive a refund upon receipt of the equipment to their office but was given the run around yet again. Finally, after a few more phone calls, someone in customer service told me that I had agreed to lease the C-pap and would only receive a partial refund due to the time that the machine was in my possession. So here I am several months later, no machine, only a partial refund, and still being billed for services and equipment that I could not use, or never received. Aeroflow is a joke and I would not recommend them for any equipment or services.

Aeroflow demanding payment for a pump that was supposed to be covered by insurance at the time it was ordered and was returned to them. When I ordered a breast pump in Sept 5, 2019, Aeroflow Rep said the pump will be shipped on 3/16. there was no mention that the pump had not been paid for by insurance and you also charged for the cooler which you bundled up with the pump so naturally I thought the order is complete and the only thing I'm waiting for is the shipment. When my baby came early 1/21 I asked for the pump and at that point in time Aeroflow didn't ask for insurance information and because I was told the pump was just waiting to be shipped I didn't think there were any other obligations on my part. Aeroflow shipped the pump and after a few days they told me the insurance had lapsed and therefore I was responsible for the bill. I couldn't use the current insurance because they don't use Aeroflow as their approved vendor so I decided to send back the pump and at this point I had spent $29.99 for the cooler& $20.65 shipping. Aeroflow asked for tracking info for the pump unfortunately but I asked them to follow up with their warehouse for the return. It has been over a month and their warehouse has not confirmed that they have not received the pump and cooler and yet they are demanding payment for the pump which I do not even get to have. After the dealings with Aeroflow I will have spend $170.64 with no pump on hand.

I ordered a breast pump using my insurance benefits. On December 16th 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.

Aeroflow is refusing to fix a mistake they paid after being paid. On April 29th i called aeroflow and asked them can they bill my insurance for my breast pump now but ship it out later because my insurance is changing on may 1st. They told me the earliest they can ship it out Is May 3rd and if I want it earlier then I will have to contact my insurance to get permission for it to be sooner, I contacted my insurance member services & my insurance contacted aeroflow, my insurance told me that member services doesn't have the authority to process that type of request and that aeroflow needed to contact provider services, they also informed me aeroflow refused to do so. My insurance also said that the breast pump will only be covered if it's shipped 30 days before my due date , due to government regulations since it's Medicaid; On April 30 I received a shipment notification from fedex & the sender was Aeroflow, I contacted Aeroflow and asked them what breast pump they were sending me and WHY were they sending it to me. Aeroflow told me they were sending me the S9 and they are sending it because I placed a order with them. I told her I asked for the S2 (I sent a email asking for the S2 shortly after sending over prescription) she informed me to refuse the package & exchange it out. I was thinking that maybe Aeroflow sent me a free/courtesy breast pump, because why on earth would you ship me a breast pump the next day when you told me AND my insurance that you can't ship one out until may 3rd AND you was informed by me that I wouldn't even have the same insurance after may 1st?! I decided to google Aeroflow reviews and noticed errors & miscommunication happens a lot! The Breastpump shows it was delivered to my door but I don't have it nor do my neighbors have it, I didn't even get a chance to refuse the package. My insurance ended up paying for the Breastpump, so now we have a breast pump that my insurance 100% covered & I don't even have it. I spoke to someone from aeroflow today and she kept telling me that when I called I was "okay" with the s9 being shipped instead of the S2; I clearly wasn't ok if the previous rep informed me that I can refuse the package, she even told me I never emailed them asking for the S2 ! I sent my prescription at 10:40am and my request for the S2 at 11:03am; Aeroflow employees put whatever they want in the notes of callers even if It's not the truth, I'm tired of hearing different things every time I call them & im tired of being lied to, I just want my pump!

I received an invoice for $156.22 that was increased to $275.98. I believe this should've been billed to my Nov. insurance which would have been free. I called Aeroflow on Friday, January 22, and spoke with a lady who asked about the billing increase from $156.22 to $275.98. After the lady spoke to her supervisor, she called me back and explained the *** (***) billing issue. I inquired about a bill adjustment and she told me she would call me back after talking to her supervisor - I never received a call back. On Monday, January 25, I emailed the ***@aeroflowinc.com the message that is below. As of close of business on January 28, I have not received any communication from Aeroflow - except I was sent an itemized statement via email with no other communication. There is one correction: after research, the packaging slip showed November 30, but the items did not ship until December 1. This is the email I have not received a response to: I placed a CPAP order in November that showed November 30 on the packing slip. I expected that because this order was placed in November that it would be billed under the insurance that I had in November. My insurance changed from*** to *** on December 1. I was informed that because the order was not shipped until December 1, it was impossible to bill this to my*** insurance I placed the order in November and desired that it be paid by my insurance coverage in November because my out-of-pocket max was met and this order would not have cost me anything. However, when Aereflow did not ship the order until December, my*** insurance declined to cover this balance. Following receiving an email about needing my updated insurance information, I provided my *** insurance card. The invoice that I received for this order initially was $156.22. When I submitted my new insurance, this balance increased to $275.98 for the exact same supplies on the invoice for $156.22. When I inquired how my invoice from my November order increased $119.76, I was told that *** allows Aeroflow to charge a higher amount to patients than***. I would like someone to please make this right. When I placed the order in November and it shipped November 30, it should have been billed under my*** insurance and would have been no cost to me. However, because Aeroflow did not upload its claim until December, I was told that this cannot be billed to*** even though the order was shipped to me on November 30. For exact clarity, my experience with Aeroflow has gone from an order that I expected to be covered 100% by insurance to increase to $156.22 and now that balance has increased to $275.98 for the exact same order. I spoke with someone twice on Friday, January 22, about this issue, and I requested that she ask her supervisor if anything could be done to adjust my balance. When I have emailed billing, I feel that my emails are barely read and I do not receive a thorough response. Now, I have called and been called back, but I have yet to receive an answer. I have really enjoyed my experience with Aeroflow up until this point, but this bill is turning my experience with Aeroflow very sour. I would appreciate if someone with authority to make decisions about this bill either email me back or call me at the phone number listed below. Although this order should've been covered 100% by*** in November , I am willing to pay the $156.22 that was originally billed to me on this invoice.