Aeroflow Breast Pumps

Billed for free additional supplies. Aeroflow texted me whether I would need a free replacement, and I replied "yes" to the message.
05/26/2020
Billed for breastpump replacement kit that were advertised as covered by insurance. Account number XXXXXXX. Billed $169.91 for free replacement kit. I have 2 insurances one of which covered the first breast pump kit. They said the primary insurance would not cover the cost, and they cannot bill to 2nd insurance. They should have checked before sending or advertising the replacement kit is free of charge. After receiving the billing, I contacted them. I opened the replacement kit when they were arrived a month ago, and they say if the package seal is broken I cannot even return. They send the item without checking with the insurance company for coverage, and then charge shipped items that you didn't agree to be billed for. I want this bill removed entirely for the inconvenience, apparent false advertising and not doing their jobs of checking with insurance company first before shipping the product.

This company is billing consumers in excess of the amount they are contractually obligated to bill.
I inquired about obtaining a breast pump through this company. The website advertised the breast pump I was interested would be billed to my insurance and I would be charged an upcharge fee of $95.00, this amount was a required payment without the company inquiring the specific benefits of each individual's insurance. I paid his amount without hesitation thinking they knew what they were doing and trusted their billing expertise. The specific model I ordered is being advertised at the cost of $209.00 with the "buy it now" option. This week I received my EOB with a breakdown of the the processing of the claim. My EOB insurance was billed $249.00 for the device, there was a PPO discount of $111.47 and payment issued of $137.53 and $0.00 patient responsibility. I emailed a copy of my EOB the company and followed up via phone requesting a refund for the amount I paid out of my flex card and was denied a refund. The explanation I received one that does not comply with the billing contractual obligations. I was informed that because the device is not paid for by my insurance at 100% they collect the difference upfront from those ordering in and effort to be fully compensated the full buy it price. This would make sense if they were billing my insurance at the price advertised, however, my insurance is being billed at a higher price in order for this company to be compensated at the max allowed. In this case the company was paid $137.53 and $95.00 with a contractual adjustment of $111.47, the cash amount collected between me and my insurance of $232.53 plus tax by this company surpasses *** of which I was told they try to make full by collecting a payment up front. I work at a large medical systems company and I'm very familiar with billing processes and regulations, I have never heard of this type of billing practice and have always known that any billing entity that is within the network is contractually obligated to follow bill according to the insurance remittance form. In my inquiry to this company I asked if I could be provided with service code that was used to bill my device and was told the code is E0603, I asked if I could be provided with the service code to the spectra S2plus device (advertised as fully covered by insurance with no upgrade charge with a "buy it now" option at a $207.00 cost) and was told the same service code is used for both hence insurance reimbursement is the same. I informed that I did not agree with their response or rationale in their decision to which I was offered a 3 way call to my insurance. She further explained that because the device I selected has the built in portable battery "a feature is not considered medically necessary by insurance" the cost was being passed *** to me. Again, I have not clue how this makes sense or how this is being justified if this company is billing both devices (with or without portable battery) with the same service code and the reimbursement is the same for both. Regardless to what they believe or their explanation, I believe this practice is a violation of the contractual obligations they have as a participating Blue Cross and Blue Shield durable medical supply company and they need to adhere to those standards the same manner as any other company who bills for services within the Blue Cross and Blue shield network.

Aeroflow breast pumps offers free breast pumps approved through insurance as long as you qualify. I had filled out their application and received an email almost immediately that I was approved for a free breast pump through my insurance and to proceed to the next step which was picking out my breast pump. I did this and received another email confirming the pump order and the next step was Aeroflow requesting a prescription from my OB for the pump and then it would ship. I notified my OB they should be receiving the prescription request.Days later I receive an email from a customer service rep with Aeroflow that I actually do not qualify for a free breast pump through my insurance because I can only qualify for one every 36 months and I had applied for one in April of 2018 but they could offe me 15% off a new pump which is basically equivalentto nothing. Shouldn't this have been verified before I received multiple emails that I did in fact qualify? I was even allowed to select the pump that I "qualified" for and was just waiting for it to ship. After bringing this to their attention no one offered an explanation and eventually didn't respond to my last email asking for an explanation. At this point they should be offering to send the pump I had selected because of their mistakes.
Product_Or_Service: Freemie Independence Mobile Hands-Free Breast Pump
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