Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding a breast pump ordered through 1 Natural Way and processed through health insurance.
  
  Although the pump was advertised as fully covered by insurance and shipped at no cost, the following issues occurred:
  
  The pump was never received, despite USPS marking it as delivered. USPS confirmed the package was delivered to the wrong address by GPS tracking.
  
  1 Natural Way has declined responsibility, stating they are not liable once an item is marked as delivered, even in the case of carrier error.
  
  The shipment was insured for only $100, while approximately $500 was billed to insurance for a product retailing around $200. No product was received.
  
  Stating non-responsibility for lost or misdelivered items does not constitute proper fulfillment of a medical device order billed to insurance. This raises concerns of improper billing or potential insurance fraud, as payment was made for a product never received.
  
  At checkout, the product was listed as free through insurance. Any additional charges for this undelivered item will prompt further escalation.
  
  This issue will be reported to:
  
  Insurance provider’s fraud investigation unit
  Massachusetts Division of Insurance
  National Health Care Anti-Fraud Association (NHCAA)
  Local consumer protection office
  My MA state representative
  Federal Trade Commission (FTC), if necessary
  
  A resolution is requested in the form of:
  
  A refund to the insurance provider for the undelivered product OR
  A replacement delivered to the correct address.
  
  AND
  Written confirmation that no additional fees will be billed.

  

  Business Response

  Date: 07/11/2025

  The customer applied into our system on 6/1/25 to receive a breast pump through insurance.   The customers order was shipped on 6/6/2025 to the address provided by the customer.   The customer was notified of the shipment and provided with the tracking information on 6/6/2025.  USPS tracking indicates that the package was delivered on 6/13/2025.  
  The customer reached out to 1 Natural Way via email on 6/29/2025 to inquire about her order and stated she had not received it.  We provided the customer with the delivery details from the carrier and advised her to contact USPS for additional details.  We do offer to initiate a Missing Mail Search if the item cannot be located.  This is done as a courtesy to see if the carrier can provide additional information.  The customer was advised that we are not responsible for lost or stolen packages in the event of delivery.  However, in this instance, the issue was a result of the carrier delivering to the wrong address.  
  On 6/30/25 the customer advised she was unable to locate the package and provided us with GPS coordinates showing that the package was delivered to an incorrect address,not belonging to the customer.   Based on this information, we processed a replacement shipment to the customer and will work with the carrier to file a claim for the misdelivered package.  
  Per the customers request, the replacement package was shipped via UPS with a signature required for delivery.  The customer was provided with the new tracking information.  Tracking indicates that the package is scheduled for delivery on 7/14/2025.  
  

  Customer Answer

  Date: 07/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23540338, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/23/25 I verified my active insurance membership ID & paid ********************** $190.03 after they verified my insurance details for an upgraded Eufy S1 Pro breast pump. Shortly after - 1 Natural Way was provided with the prescription pdf upload I uploaded to the account portal from my doctor. On 5/25/25 I was notified that my breast pump was on back order due to circumstances beyond their control. On 5/26/25 I emailed support asking for advice on the situation. On 5/27/25 Support said they do not have a timeline for fulfillment and said I could cancel the order. On 6/1/25 I emailed letting them know the item was in stock on both the manufacturer website and ******. So why not 1 Natural way?On 6/3/25 support replied stating, As these items come directly from the manufacture. We have to wait till we receive our shipment.We are only able to give you the information that is being provided by the manufacture, *****If you would like to purchase from one of those avenues, please let us know. As we can cancel your pending order.On 6/10/25 I requested a cancellation of my pending order and asked when I would receive a refund. On 6/11/25 support replied that they would be in stock soon and did not cancel my order nor give any information on a refund. 1 Natural Way a few hours later decided to print a label even though I had asked them to cancel while In pending status to avoid issuing a refund. 1 Natural Way did that without having the physical item in order to take advantage of me. This is a medical device. This company is scamming women who are expecting. Now my insurance has been billed, my money taken, no device no ethics nor professional standards. I am horrified by the other complaints on BBB.I would like to be paid for the FULL MSRP amount of the device since I will have to purchase one through another legitimate channel and will not be able to use insurance since they have already scammed ******* insurance provider.

  

  Business Response

  Date: 06/23/2025

  The customer applied into our system to receive a breast pump through insurance on 5/23/2025.  The customer placed her order on 5/23/2025 and we proceeded to reach out to her physician for the required prescription.  At the time the order was placed, the item was labeled as Item on Backorder.   In addition, the customer was sent an email 48 hours after placing the order to also advise that the item was on backorder.   The customer reached out to inquire about the item being out of stock.  We did offer to cancel the order if the customer preferred since her due date was close. 
  The customer did inquire about the item being in stock on ****** and on the manufacturer website. We are a licensed durable medical equipment provider and we receive shipments from the manufacturer as they have items available to ship to us.  We have no control over when the items are available on their own website or on Amazon.  Typically, manufacturers will show the items as in stock/available before we do, since there is a period of time between when they receive the item themselves and when they ship them to us.  This is due to the transit time for delivering to our warehouse. 
  The customer did request to cancel her order via email on 6/10/25.  We responded on 6/11/25 to let her know that we were expecting our shipment very shortly and asked her to confirm that she still wanted to cancel. We did receive our shipment of pumps at the same time and her order was marked as shipped on 6/11/25.  However,due to receiving the BBB complaint on 6/11/25 demanding a refund, we were able to have our warehouse pull the shipment before it was transferred to the shipping carrier.  Her order was cancelled and a full refund provided for the amount she paid, which was $190.03.   The customer was not refunded the full MSRP since that is not the amount she paid.   There was no claim submitted to the customers insurance company.  The customer was advised of this via email and through a direct phone call. 
  After speaking with the customer on the phone, the customer expressed an interest in replacing her order if we were able to ship the item right away. The customer was advised that we can ship the item if the order is replaced.  The customer stated that she would also contact BBB to retract the complaint.    The customers new order was placed and shipped on 6/12/2025.  The **** tracking indicates the order was delivered on 6/20/2025.
  We regret any miscommunication which occurred in this case.However, it is never our intent to scam our customers.  We simply try to provide as much information as is available to us and our ultimate goal is to ensure that the customers items are shipped out as quickly as possible. In this case, we were able to resolve the customers complaint to her satisfaction. 

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance covered the cost of the pump.
  My prescription was written before my insurance terminated.
  My order was submitted before my insurance terminated.
  1naturalway billed after my insurance terminated and refuses to correct the date of order/prescription for insurance coverage.
  This is a covered product and they will not correct their billing.

  

  Business Response

  Date: 06/11/2025

  The customer applied into our system to receive a breast
  pump through her insurance plan on 1/27/2025. 
   We contacted her insurance to
  verify her eligibility and spoke with a representative.  They advised that her policy was active, and we
  were not advised that the policy was ending.  However, anytime an insurance is providing
  information, it is a quote of benefits and not a guarantee of coverage.  The customer then placed an order on
  1/29/2025.   Since the order was being
  processed through insurance, a prescription was requested from the customers
  physician.  The prescription was not received
  until 2/3/2025 after which the order was prepared for shipment and a claim was submitted.    Because the item is a durable medical
  equipment device, we are unable to ship the item or file a claim until the prescription is received
  because this determines the medical necessity for the item.  A doctors office does have the right to deny
  a prescription request, or they could take several weeks or longer to provide
  the prescription.  Because of this, we
  will not ship any items until they are approved by the doctor and we have the
  prescription on file.
  Per insurance restrictions, the date of service for a claim
  is the date the service is provided (in this case, the date the item is
  shipped).   Upon submitting the claim, we
  were advised by the insurance that the customers policy had terminated on 1/31/2025.   Based
  on this information, the customer was billed for the insurance allowable amount
  (the amount we should have received from the insurance company.   The
  customer does sign a financial responsibility form confirming that they will be
  responsible if the insurance company does not pay the claim. This order form
  with the assignment of benefits is attached.     The
  customer reached out to us upon receiving the bill and asked us to backdate the
  date of service on the claim to the date she placed her order.   The customer was advised that this would be
  considered fraudulent and endanger our licensure and contracts with the
  insurance company.    The customer advised
  that she was aware her coverage was ending but never advised us until the claim
  was denied and she received a bill.  The
  customer was advised: We are unable to backdate claims as it is considered a
  form of fraud in the state of Ohio. Durable medical equipment
  providers typically bill insurance companies after providing the equipment and
  services. This is done when a patient has a valid prescription or order from a
  physician, as the equipment needs to be deemed medically necessary by the
  insurance company.
  At one point the customer inquired about returning the
  item.  Typically, we do not accept
  returns due to the hygienic nature of the products.  We did ask for photos of the unopened item to
  see if an exception could be made.  We
  did not receive the documentation.   However,
  the customer did provide her new insurance information which became effective
  on 2/1/2025 to see if we could possibly submit the claim to them instead.  However, since we are not a participating (not
  in network) provider with her new plan, we are unable to submit a claim for the
  service.   The customer does have the
  option of paying the outstanding balance and submitting her receipt directly to
  her new insurance for reimbursement.  
  This will be subject to the guidelines and restrictions of the new plan
  if allowed.   As of 6/11/2025, the customer has paid the
  outstanding balance of $95.00 and her account is showing a zero balance.
  

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: 23414237
  
  
  
  I am rejecting this response because: There is zero attempt to work with me regarding this issue.  The prescription was written and sent before the end of insurance coverage. 

  And no, I did not know I was being laid off until I was.  This request was submitted before a change was known.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9th, 2025, I ordered a breast milk pump and was offered accessories at no additional charge. However, after the insurance did not cover the accessories, I was charged significantly more than the original price. The accessories were charged at $50, even though the actual cost of the item, the Sposie Breast Milk Storage Bags (8 oz, 100 Count), is only $15. This feels like an advertising scam. They lure you in with a $0 cost for the accessories, which requires insurance approval, and then, when the insurance doesn’t cover the items, they charge you 3 to 4 times the original price.
  
  It’s misleading to label these items as "free" without disclosing their actual cost. As a consumer, the price should always be clearly stated. Moreover, I have been unable to reach customer service to address billing issues or cancel my order. Every time I call, it goes directly to voicemail. It is frustrating that customer service is set up but does not respond to calls. I have proof of call recordings showing that they consistently go to voicemail.

  

  Business Response

  Date: 03/13/2025

  The customer applied into our system to receive a breast
  pump through insurance on 12/28/24.  Upon
  verifying that her insurance policy was active, the customer placed her order
  for all items that we offer based on her insurance company on this date.    All items are optional and we do not
  require that the customer order all items.
  The customer ordered a breast pump, replacement pump parts,
  breastmilk bags, and compression stockings.  
  The customer did select an upgraded breast pump which was not fully
  covered by her insurance and this upgrade fee was paid at the time of ordering.  The claims for all of these items were
  submitted to her insurance and her insurance processed all of these items with
  no additional out of pocket cost except for the breastmilk storage bags.  The claim for this item (date of service
  1/9/25) was applied to her Durable Medical Equipment deductible.  This is not the norm, as these items, are
  typically covered under the Women’s Preventative portion of her Affordable Care
  Act coverage, which is how her breast pump and replacement parts were
  covered. 
  At the time of ordering any items, the customer signs the
  order form which DOES disclose the retail pricing for all items ordered.
    Also included on this form is the
  customers financial responsibility advising that the customer will be
  responsible for any copays or deductibles which are applied at the time of
  claims processing. 
  The breastmilk bag claim for date of service 1/9/25 applied
  to her deductible and the customers responsibility was $50 and a bill was sent
  to the customer on 1/28/25.  The customer
  paid this amount on 3/5/25.  However the
  customer did also place another order for replacement parts and additional bags
  on 2/4/25.  This order was shipped on
  2/14/25.  The parts were covered by her
  insurance and once again her bags were subject to a coinsurance with a patient
  responsibility of $10.00.   The customer
  did reach out via email on 2/15/25 to cancel this order however the order had
  already been shipped and the customer was advised that we were unable to cancel
  it since it was in transit to her.
  We were unable to locate any voicemails left by the
  customer.   If a customer does not leave
  a voicemail when reaching out to our billing department, they are unable to return
  the call.   The customer did speak with our billing department
  on 3/3/25 regarding the outstanding balance due.  The customer was advised to contact their
  insurance if they believe the claims were processed incorrectly. 
  The customer did pay the $50 balance on 3/5/25 however, we
  have adjusted her account and refunded her the difference from the retail
  amount.   In addition, the $10.00 balance
  has been adjusted to show zero due.    The customer has been removed from our
  resupply parts/bag program to prevent any future billing issues.  
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scamming people claiming their breat pump will be free but then charging prior to running through insurance.

  

  Business Response

  Date: 02/28/2025

  The customer applied into our system on 10/28/2024 to receive a breast pump through her insurance. Based on the customers insurance plan, she was able to place orders for the breast pump, supplies, breastmilk bags, compression stockings and postpartum garment. 
  At the time of verification, we are confirming that the customer has an active policy .    We do advise the customer at the time of verification that if they have already received a breast pump, to notify us since insurance will only cover one pump.    This information is not provided to us directly from the insurance.
  Upon receiving the required prescriptions for the items ordered, we shipped the items to the customer.  The customers insurance plan processed and paid the claims for the stockings, postpartum garment, bags and supplies.   However, the insurance denied the claim for the breast pump stating that the customer had already used this benefit.   Based on the claim denial, the customer received a bill for the allowable amount of the breast pump which should have been covered by the insurance. 
  In regard to the billing issue, the customer received a billing notice on 11/12/2024 advising that she had an outstanding balance.  This was a billing system error which was sent to many customers and the customer was immediately notified of the error and advised to disregard this notice.   At that time, the customers claim for the breast pump had not been finalized yet.  We did not receive notification of the claim denial until 12/6/2024 at which time a bill was generated.  
  The customer reached out on 2/3/25 due to receiving another billing statement.   At this time the customer was advised that we had now received a notice of claim denial from her insurance.  The insurance indicated that her claim was denied for Benefit Already Used. This means that the customer had already received a breast pump from another provider and that claim was already processed.   *************** only covers one pump, our claim was denied.   The customer advised that she did not receive another breast pump (see attached email documentation).   The customer was advised that her insurance may have denied the claim in error.   The customer was advised to contact her insurance to resolve the issue and ask them to reprocess the claim correctly.    We received no further communication from the customer until being notified of the ******************** complaint.
  If in fact, the customer did receive another pump from a different provider, it is the customers responsibility to be aware of their benefit limitations and to let us know. We do state this at the time of verification (prior to shipping the order).  A copy of this verification email is attached, along with a copy of the customers financial responsibility which is signed by the customer at the time of ordering.  *********** is similar to any medical service provided in that if the insurance company denies the claim, the customer will be responsible for the balance.   If the customer did not receive another pump,then it is simply a matter of her contacting her insurance to correct the issue.  

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a breast pump using my insurance benefit on 1/21/25. The company received the ** from my ** and the pump was shipped via **** on 1/29/25. I continually monitored the tracking to see when the pump would arrive. The tracking stopped receiving updates on 1/30/25 and the last information provided was that it was still "moving through the network" as of 2/6/25. I contacted 1natural way on 2/6/25 to let them know I suspected the package was lost. They responded to wait the weekend and recheck. I waited the weekend and still no update so I contacted them again. They informed me that they were NOT responsible for any lost/stolen packages after delivery. They also stated that they would open an investigation as a "courtesy" to me. However, the package was NEVER delivered. **** never once stated on tracking that this pump was delivered so I do not understand how they are not claiming responsibility or offering any type of replacement. I called them today 2/11/25 and was once again told that they are not responsible for lost packages. No where on their site prior to ordering does it state this nor when ordering is the customer offered the option of insuring the package for an extra cost. Why would such an expensive necessary medical product be shipped without any insurance with the liability placed on the customer ? The customer has no control over what package carrier this *********** uses nor do they have the option to insure the package. The customer is basically assuming the full risk of a package carrier losing the package whenever they order from this company. For a *** company this is an extremely unethical and predatory practice under the guise of helping women and new mothers. I have now lost my insurance benefit for a breast pump as my plan only covers 1 pump per pregnancy and they have already filed a claim with my insurance for over 500$.

  

  Business Response

  Date: 02/20/2025

  Tell us why here...The customer applied into our system on 1/17/2025 to receive a breast pump through insurance.  Upon ordering and receiving the required prescription, her order was shipped via **** on 1/29/2025.   The customer is sent a shipping confirmation email at the time the order is shipped, which includes the tracking information (see attached).
  The customer reached out to ********************** via email on 2/6/25 to inquire about her shipment since there had been no tracking updates since 1/30/25.   We did respond to the customer on 2/7/25 to advise that there had just been a new tracking update posted on 2/6/25.  The customer was advised that since the package did appear to now be moving, that we should wait until the following business day to see if delivery occurred.  If not, the customer was advised that we could initiate a Missing Mail Search with the carrier.
  The customer reached back out via email on 2/10/25 to advise that there were no additional updates and to request that we initiate the missing mail search.  The customer was advised that we had requested that our shipping department initiate the Missing Mail Search with ****, which typically takes 7-10 days to complete.   The customer was advised that we are not responsible for lost or stolen packages once they are delivered by the carrier.  However,this did not actually apply in this case, since this package had not been delivered and was still in transit.    We did also speak to the customer on the phone on both 2/10/25 regarding this issue.   The customer was advised via phone that we had started the Missing Mail Search.  On 2/11/25 the customer was concerned that she would not receive a replacement if the package is not delivered.   The customer was advised that we did not state that no replacement would be sent.  The customer was assured that we just needed to wait for the response from the carrier before proceeding. 
  On 2/13/25 the customer was contacted by our **************** Manager to clarify the information she was provided as there appeared to be some confusion or miscommunication.  We did clarify that since the package had not been delivered, that we would send a replacement if the package is not able to be located by the carrier.   We then file a claim with the carrier for the lost package.   The customer did respond on 2/15/25 and state understanding and appreciation for the response.  
  As of 2/19/25 1 Natural Way shipping department indicated that there was no resolution from the carrier and the package was not located.   A replacement order was shipped to the customer and the customer was provided with the tracking details.   1 Natural Way will continue to monitor the original order as many times, these are eventually delivered.    If this happens, the customer was advised that we would provide a postage paid return label for her to use in sending back the original package.  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 Natural Way (1NW) uses deceiving practices to make customers purchase items that are falsely presented as covered by insurance. I ordered a breast pump on Oct 8 and the website made the claim that 3 additional items will be covered by insurance--compression stockings, waist band and milk storage bags. The website explicitly stated that each item costs $0. I suspected a scam, so I called the company before completing the order (phone records available). The representative stated that the items will be covered by my insurance provided my doctor submits a prescription. My doctor sent a prescription (attached). Despite that I followed their instructions, 1NW started sending me contradictory emails--final notices and invoices for extra charges and notes to disregard those charges (attached). The order confirmation from October 8 contains a receipt that lists a price of $0 for each item (attached) while the products order form attached to it lists the retails prices for each item (attached). The email confirms what I was told on the phone, and I saw on their website--that each item is covered by insurance and will cost $0 with a prescription. I never received one of the items I ordered--the waist band--and everything else, particularly the breast pump, was greatly delayed--way past the delivery date I was given (1NW sent the pump the slowest way possible--ground). I had to purchase another breast pump and pay out of pocket because I needed a pump promptly. On Dec 18, I received an invoice for $53.82 and a note for additional service charges by *** with no info about this charge (attached). I called and was given contradictory information by ******** who claimed that I signed some flimsy financial responsibility policy posted on their website (attached). I called my insurance, and it turned out it does not cover compression stockings. 1 NW gave me false information and charged me $53 for the stockings. I was misled by them and ask that they cancel the invoice/charge.

  

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond.   The customer applied into our system on 10/6/24 to receive a breast pump through insurance.     At the time of application, we verified the customers eligibility and coverage for the breast pump and any other items that we are aware that her insurance typically covers.     Breast pumps are covered differently than other items such as stockings and support garments.  These items are normally subject to deductibles and coinsurance whereas breast pumps are not. 
   Insurance is verified through an online verification system which pulls information directly from the customers insurance portal.  At the time of verification, there was no indication that any of these items were excluded from coverage under her plan.  However,any information provided by the insurance company is a quote of benefits and not a guarantee of coverage.   The customer was advised of this on 10/7/24 during a phone call.   She was advised to contact her insurance for specific confirmation of coverages. 
  The customers insurance did provide coverage for the breast pump, replacement supplies and support band. The claim for the compression stockings was denied as a non covered benefit.   Upon receiving notification of the denial, we did appeal the claim denial to ask the insurance to reprocess the claim.   If the insurance denies the claim, a customer is responsible for the balance due as indicated on the order form which is signed at the time of ordering (see attached).  The customer has been offered a prompt pay discount of 25% off of the $53.82 which was not covered by insurance. This amount is the contracted allowable amount determined by insurance. 
  We do utilize several carriers for shipping based on the delivery location.  Unfortunately, once the package leaves our warehouse, we do not have control over the delivery timeframe.  The customer was advised on 10/8/24 of an estimated delivery time of 4-5 days once the item ships, however she was advised that there can be delays due to weather or other incidents.    Once the order has been shipped, we are unable to cancel the order as the claim has already been submitted to insurance for processing.  We were not aware that the customer was in urgent need of the pump until after it had shipped. The customer did not enter our system or place her order until 1 day prior to her due date.     The tracking details for the support band do indicate that the item was delivered by **** on 10/15/24.  We did not receive any notification at that time that the item was not received.  If we are notified within 14 days of delivery, we can initiate a package search with the carrier.   The customer has not been billed for the support band or any other items, other than the compression stockings. 
  We do apologize for any confusion which occurred, however, we did encourage the customer to contact her insurance prior to ordering for confirmation of coverage.   We have offered a discount to the customer for the balance due, in addition to an extension on the payment due date to allow her time to work with her insurance to appeal the claim with her insurance.  At this time, we have not received payment from the insurance or the customer for the stockings which were shipped.  

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a breast pump through Natural Way on June 17, 2024. They asked for my insurance information and said theyd get back to me in a few days. When I received confirmation that my insurance would cover 2/3 of the cost, I decided to go ahead and spent the $47.99 out of pocket. I was happy that my insurance would cover a portion of it. Now, 7 months later, I receive a bill in the mail saying I owe the remaining $98 and that my insurance didnt cover the cost after all. I was also offered a complimentary pack of 300 breastmilk storage bags for no charge but now they say I owe money for that? I have the bags unopened and would like to send those back as well for a refund. I called the business, left 2 voicemails and received no call back. Instead, I was sent an email by their AR Collections Specialist, ******** *****. She told me that my insurance denied the claim and that if I have any concerns to reach out to them. I responded asking her to please talk to a manager and she ignored me. I emailed her again, no answer. I then receive an email from Natural Way saying I have 15 days to pay my invoice or they will tack on a penalty fee. Absolutely deplorable. I want to speak with a manager on the phone and would like my bill to be cancelled. After reading about this business on BBB, it is clearly a common scam of theirs to falsely say they know insurance will cover a breast pump in order to scam people into buying through them. To take advantage of moms in this way is so disgusting. Breastfeeding is supposed to be something they is encouraged and its already hard enough to make it through the first few months, let alone with the added stress of having a company scam you out of money and then hound you for the money they said you wouldnt have to pay originally. I want this solved. ******** ***** is a horrible customer representative who hides behind her emails and 1 Natural Way is clearly aware of this already.

  

  Business Response

  Date: 02/07/2025

  
  Thank you for the opportunity to respond.   We regret that the customer had a negative experience.    The customer applied into our system to receive a breast pump through her insurance policy on 6/17/24.   We confirmed that her insurance policy was active,and the customer placed her order.          
  Breast pumps and supplies are typically covered under the Womens preventative portion of the *************** Act.   It is highly unusual that a plan would not cover these items.   Plans that exclude these items are typically grandfathered plans or have specific limitations by the employer group.  We are not made aware of these exceptions at the time of verification however this information should be provided to the employee at the time of enrollment in their plan. 
  Claims for the breast pump and supplies were submitted to the customers insurance.  Only the breast pump claim was denied as non-covered benefit. The supplies claim was processed and paid on 11/4/2024.    When a claim is denied, we recommend that the customer contact their insurance to see if this was done in error and ask to have the claim reprocessed.  
  Upon receiving a bill for the breast pump, the customer did reach out to ********************** but ultimately requested a supervisor due to unsatisfactory interactions with the billing representative.  Our billing supervisor did reach out to the customer on two occasions via phone but did not reach the customer.  An email (attached) was sent to the customer advising that her account had been adjusted to show a zero balance.  The customer responded and advised that she had spoken to her insurance and they were reprocessing the claims for all items.  At this time, the customer does not have a balance due and will not be billed for any items.    

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT USE THIS COMPANY.
  This is such a scam.
  Although you apply for benefits through insurance they will send you a pump whether it’s covered or not. Plus you won’t find out until you receive a bill a month later. Then they won’t let you return anything even if it’s unopened.

  

  Business Response

  Date: 02/07/2025

   
  Thank you for the opportunity to respond to the customers
  concerns.    The customer applied into
  our system to receive a breast pump through insurance on 11/15/2024.  We contacted the customers insurance to
  verify coverage for the breast pump on 11/19/24.    We were advised that the customer was
  eligible for a breast pump (subject to deductible which had been met).   The customer placed her order for a breast
  pump on 11/24/24.  
  A copy of the customers order form, which includes the
  Assignment of Benefits and Financial Responsibility is attached.   A claim was submitted to the insurance
  company upon shipping the item to the customer. 
  The claim was paid on 12/26/24.   The
  customer reached out to 1 Natural Way on 1/7/25 stating that she had received a
  bill.   Our records showed at that time
  that her account balance was zero and the claim was paid in full.  We had not sent any bills to the customer.   The customer was advised of this but
  still requested to return the item.
  Typically we do not accept returns due to the hygienic
  nature of the items we provide.  However,
  we did advise that we may allow an exception.   As per our policy, we requested that the customer
  provide photos showing that the item is unopened with the manufacturer seal
  still in place.   At this time, we have
  not received a response from the customer and are awaiting her response.   If the item is returned in original
  condition, the customers claim will be voided.  
  

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This establishment has notified myself amongst many other moms who have written a review and filed a complaint with the company falsely informing us that our insurance has covered the equipment listed once we have filled in our insurance information to this company. I received a claim stating otherwise that it was entirely false and my insurance does not cover anything from 1 Natural Way and I am now charged $152 for equipment that is 1/3rd of the cost. This company is lying about coverage and about the cost in the end when notifying that we owe $0.00.

  

  Business Response

  Date: 01/15/2025

  The customer applied into our system to receive a breast pump through her insurance plan.  At the time of application, we do confirm that the customer has an active policy.  A copy of the email advising the customer of this is attached.  It is incumbent on the customer to be aware of their benefits prior to obtaining any medical service, since we are not aware of specific restrictions or exclusions that a customers plan or employer may have in place.  This information should be provided to the customer at the time of enrollment in the plan.
  The customer ordered a breast pump, supplies, pregnancy support band and compression stockings.   The claims for the support band and stockings were in fact processed and paid by her insurance plan.  The breast pump and supplies were denied with the insurance indicating these items were non-covered items.  Insurance plans typically cover a breast pump and supplies under the Womens Preventative portion of the *************** Act.    1 Natural Ways claims department has appealed the claim denial to request that these claims be reviewed and reprocessed.  At this time, the claims have not been reprocessed.     
  A copy of the customers order form which includes our financial responsibility policy is included for reference.  This form is signed by the customer at the time of ordering.   It does state that if a claim is denied, the customer is responsible.   The amount the customer is being billed for the breast pump is the amount that we would have expected to receive from the insurance company if the claim had been paid (which in this case is less than retail).    Since we are a durable medical equipment provider processing through insurance, our amounts do not reflect the retail pricing that might be found at a retail store or online retailer.     The **** for the pump received by the customer is $172 and the customer was billed $152 (the insurance allowable amount).  We have however, offered the customer a prompt pay discount of 20% but have not received payment at this time.
  We do regret that the customer has experienced this issue however, as with any medical service, when we reach out to the insurance company, it is a quote and not a guarantee of benefits until the claim is processed.   

  Customer Answer

  Date: 01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  they did not make it clear that when they reach out to the insurance company, it is a quote and not a guarantee of benefits until the claim is processed. My total was shown as everything is free through insurance AFTER it showed it was run through the insurance company. Why would they run it through insurance, tell me that the cost was $0 after communicating with the insurance, but yet I receive such a high bill? That is false advertising to me the consumer. I can settle if there is at least a 80% discount off the original bill amount. 

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