ComplaintsforA Breast Pump and More

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to A breast pump and more to ask about getting a breast pump, once they gave me the information my provider placed the order and I payed them on their website to upgrade to the Spectra S1 a fee of $119. After this I have tried calling every number listed and email on their website many times for the last week and I have not received a reply. Im very stressed since Im about to have my baby and the last thing I want to deal with is a scam when I barely got the money to upgrade and now have no pump.

  

  Business response

  04/15/2024

  I am sorry to hear that ********* was having issues getting in contact with our intake department about her breast pump. We spoke to her today 4.15.24 and were able to get the Spectra breast pump ordered that she wanted. We are shipping out this pump Overnight at no additional cost. If there is anything else, we can do please let us know. We appreciate you and want your breastfeeding journey to be a success. 

  Thank you,

  *****

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, Can you plz provide me your billing contact number? your customer service area doesnt answer the phone.Thank you

  

  Business response

  09/12/2023

  Hello,

  We are sorry to hear that you were not able to get through to our customer service department. We were not able to find you in our system.  We tried to call but the number listed on here was not in service, we also send you an email to better assist you. Please call us at ************ option #2 or reply to our email so that we can better assist you. Have a great day!

  Thank you,

  ***** at Hygeia

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to see which breast pumps were available to me through my insurance. The only way I saw to do this was to provide them with a bunch of personal information. I filled out a bit, but then got uncomfortable and stopped. A couple of weeks later, I returned to the site. It asked me for the info again, and when I filled in a little bit, it remembered the info I had filled in previously and took me toward the end of the form. It said that by submitting the form, I was acknowledging ordering a breast pump from them, but I assumed there must be an extra step, because I hadnt even seen a list of the breast pumps they offered yet! I assumed it meant that if I later completed a request for a pump, that would complete the order. So I pressed accept, and then it told me it was contacting my insurance and sending me a pump - all the while, I dont even know what pumps are available! There was no obviously way to cancel and no easy way to find a phone number on the website. I had to separately ****** to find a customer service number, and sure enough, they had immediately processed the claim and the person had to verify with the warehouse that it was possible to stop the shipping and the claim. This is totally ridiculous, it shouldnt be possible to place an order for something without it being clear what you are ordering, and there should be a clear and easy way to view available pumps without giving personal information.

  

  Business response

  08/16/2023

  Hello,

  Thank you for reaching out to Hygeia today so that we could cancel the order that you placed on the website. We want you to get the best pump for your breastfeeding journey and if Hygeia is not the right fit for you we are happy to cancel the order. The order was cancelled today 8.16.23, we tried to call and left a Voicemail and also confirmed via email to let you know the order was cancelled and nothing is shipping. Your insurance will not be billed for anything and you can get a pump of your choice. Thank you for the feedback on improving our website, I will pass this suggestion along to our web development team. If there is anything else we can do to help please, reach out to our customer service team. Have an amazing ***************************** journey.

  Thank you,

  ***** -Hygeia Team

  Customer response

  08/16/2023

  Forwarding my complaint to the web development team is not the same as a commitment to change the website so what happened to me does not happen to other women. This process should be clear and simple; it should not be possible to place an order without an order summary, and it should not be possible for the form to auto-save and remember information added weeks earlier, such that someone might not remember what information they had entered previously.
  

  I have a PhD from ****, and I ended up placing an order mistakenly, which leads me to believe that this happens to other women. If breast pump coverage is mandated by law, and my insurance company refers me to your company, my expectation is that I will be able to easily see what pumps are available to me through my insurance, that I will easily find your contact information if I have a problem, and that every step of the process will be transparent. This was not the case; therefore, changes need to be made to your process. 

  

  Business response

  08/17/2023

  Hello- We appreciate your feedback. Our website is constantly being updated and modified to help the end user. Can you give me some of your suggestions that you feel would make the ordering site better? Would a photo of the breast pump you are receiving on the final confirmation page help with what you are ordering? Are there other things you think as a user that would make the process easier and clear for the mom? Your input is important to us to help to make the changes that help make a difference to updating the website. 

  Thank you,

  *****

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date : August 1st 2023 Information about the site: I got the name of the provider A breast pump and more from the list of providers shared by my insurance Aetna Incident : Today after getting to the site , it showed fill up the details to see the list of breast pumps covered by my insurance .Similar to other sites I filled up the details around 4:30 in the evening today .Around 5 pm I got a text in my phone from someone named ***** that my pump have been ordered from a site named Hygiea, whereas I havent seen any pump in the site, selection is far fetched. I tried to reach their customer support , bug it mentioned its only till 5pm, I left a voice message.Again around 5:30 pm I got a text in my number that the pump have been shipped. I called my insurance but their time seemed to be over too and they didnt respond.Issue: How can a provider send me a product without me selecting it and without my consent. Now if you charge my insurance for this product, I have to pay out of pocket for the actual pump I really need..Observation: This seems to be 100% scam , and during pregnancy its too much to be bothered with. Breast pump is a very essential part of a breastfeeding moms life and scamming with that is absolutely intolerable.PLEASE DO CANCEL MY ORDER.

  

  Business response

  08/02/2023

  Good morning,

  Congratulations on your pregnancy. I am sorry to hear that you did not have a pleasant experience with Hygeia and ordering your breast pump. We strive for moms to have a great experience. We did receive your online application 8.1.2023 which starts the process of receiving a breast pump. On the application the box was checked to process an order for a Hygeia pump, this is why the order was placed. The pump shipped 8.1.23 and is already In Transit with an estimated delivery date of Saturday 8/5. We tried to call but were unable to reach you today 8.2.23 and unable to leave a voicemail. A return label was also emailed to you so you do not have any issues refusing the package, you can add this to the package if you are able to print, if not that is also fine. Please refuse the shipment and it will be returned to Hygeia or you can keep the pump if you would like to try it at no cost to you or your insurance. Whichever is easiest for you. We are happy to process a refund to your insurance so that you can get the breast pump that works best for you.  We have processed your urgent return today 8.2.23 to your insurance, RMA# ******* for your reference. It can take up to 2-3 weeks for the refund to your insurance. If you need any additional help or have any questions you can call us back at ************ option 2.

  Thank you,

  *************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got sent their pump when I already told my dr I didnt want a hygeia one and I already was in the process of my new referral to a company that has more than just one brand of pump. Who wouldve thought! Cue unsolicited text from ***** and product received to my doorstep that Is now just another problem for me. Now I can waste my baby shower gift cards on the pump I couldve gotten through my insurance, but didnt because I was sadly referred to A Breast Pump and More and you guys sent me your pump before the new referral even had a chance. Thanks. ************* thinks my referral is fulfilled when I will not be using this pump. I wanted the spectra s2 which I couldve gotten with the new referral but its denied cause of this crap! Id rather spend what little money I have to just get the pump I actually wanted, one that suited me. Call me stupid but it aint my fault. I NEVER reached out to their rep. ***** texted back. ***** spoke a single word on the matter to anybody there. Truly! I never even spoke to them!!. Didnt want anything to do with the company that has terrible reviews and shoddy customer service according to ********************, but here I am!! Completely uncalled for. Insurance scam if you ask me, for now I cant even get what I initially wanted to feed my child. Ill also have less money when my child is born since I have to buy the pump for 200+ all by myself as a first time mom this is a stab in the back. Thanks A Breast Pump and More!

  

  Business response

  01/25/2023

  We are very sorry to hear that you are unhappy getting the Hygeia pump. We want to fix this. We received the application authorization from your doctor and this starts the process of shipping the pump. We are reached out today to get an return processed so that you are able to go through a different company to get the pump that you would like to use. We left you a voicemail and sent an email. We will have the pump picked up tomorrow and and have already started the process your return, refunding your insurance. Your breast feeding journey is very important to us, even if that means using a different pump than Hygeia. We will process the return and refund the insurance no problem. Please let us know if there is anything else we can help you with today.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My OB office sent over a prescription to abreastpumpandmore.com (Hygeia) for a breast pump on 5/5/22. I contacted my Aetna on 5/5/22 in which they stated a lump would not be covered because I had received one within the last three years. I received a text from Hygeia on 5/5/22 letting me know that they received the prescription and instructed me to select a breast pump. On 5/5/22 I selected the option through their website to cancel the prescription and responded to the text requesting a cancellation of the prescription. On 5/14/22 I received a text message stating Hey ****** - if we don't hear back from you in 48 hours, we will be sending the Hygeia breast pump at no cost to you. On 5/14/22 I called the phone number provided on their website and left a detailed message of the situation. I did not receive a response. On 5/16 I received a text stating they shipped me a breast pump. I again called and left another detailed message. On 5/16/22 they filed a $500 claim (claim # ERNRY84C6) through Aetna. On 5/17/22 I received a voicemail stating they were returning my call and I just wanna let you know that Aetna does actually cover one breast pump every pregnancy. I have since called Hygeia multiple times (along with my insurance company) and have not received a response. I would like to not be charged for the piece of equipment that I never purchased in the first place.

  

  Business response

  06/22/2022

  We are sorry to hear that the patient had a issue with returning her breast pump. We contacted the patient today 6.22.22 and are accepting the return with no issue. A call tag has been sent to her, once the breast pump is received the return will be processed with her insurance. We are sorry to hear that she did not have a great experience and want to make it right for her to get the breast pump she desires for a great pumping experience.

  Customer response

  06/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  I would like to ensure I will not be charged for the product return and pump.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  07/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early Jul 2021, I began receiving text messages from "A Breast Pump and More" company which I had never heard of. Messages included "we will ship you a pump if we do not hear from you." So I called and left a message, and emailed to respond I DO NOT authorize any pump to be sent or insurance claim to be filed (it turns out they had obtained my medical info from my ***************** Today I discovered they filed an unauthorized insurance claim 12Jul and sent out a pump despite my refusal of their services IN WRITING. I am in shock and feel violated that I company I don't know can obtain and use my personal info to send me a medical device I did not request and moreover DECLINED - no consent, no choice. I fully intend to use my pump insurance benefit elsewhere, and now cannot do so until/unless this unauthorized claim is reversed. I have left written messages for both this company and my insurance. Please help me have this company reverse the claim; I will refuse delivery of the pump.

  

  Business response

  07/26/2021

  We sincerely apologize for any inconvenience. This error was on our end and we have improved our process to avoid this from happening in the future. We have processed the *** with her insurance today as urgent. We have called and left a message and an email has been sent to the patient. She can keep the breast pump at no cost if she would like to try it and we will still refund her insurance. If there is anything else we can do please let us know.

• Initial Complaint

  06/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As I was researching breast pumps, I went onto A Breast Pump and Mores website to see which breast pumps I qualified for through my insurance. At the end of May; I typed in my name, email address and “Aetna” to see which breast pumps were covered under my insurance policy. Today, June 7th, 2021 a breast pump was delivered onto my door that I did not authorize nor consent to. As I contacted my insurance to warn them about this, I then contacted A Breast Pump and More (after many failed attempts- missed and ignored phone calls) to inform them and question why I received a breast pump that I did not order nor give authorization to order on my behalf. Their response was “I ordered it through the website”. I never ordered anything through the website, simply was LOOKING to see which pumps I qualified for. Not once did I get a “ordered, shipping, etc. email). I’m concerned because this company now has my insurance info and is using it without my consent and will not let me return this BP.

  

  Business response

  06/16/2021

  We are sorry to hear that the customer had a less than perfect experience with ABPAM and ordering her Breast pump. We do not process orders without the customer consent, and we do have this on file from the online order. We had already agreed to process the RMA on 6/7 per the customer request, but asked to have the customer pay the shipping back as she opened the box and broke the safety seal. I will make an exception and have a return label sent to the customer to expedite the RMA process today per her desired settlement.  It is very important to us that moms have a great breastfeeding journey. 

*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. ↩