Customer Reviewsfor1 Natural Way LLC

After so many bad reviews and complaints, I am not sure why this company hasnt been shut down! When they want their money they are quick to bill but when you reaching out to them to tell them that the send the wrong pump item they take forever to respond and in addition they want you to send pictures (proof) of unopened items that they sent you and then you have the option to keep and pay for those items or ship the items back & YOU are responsible to pay for the shipping back fees even though they (company) made a mistake of sending the wrong item. Another issue is that they billed my wrong insurance, yes at first they had my secondary insurance, however my Doctor ****** sent them my insurances information, I went on the portal myself to update my insurance and the interesting thing is that I even uploaded pictures of my insurance IDs and until recently months later they updated the system to reflect what should be the correct insurance that i have as primar and removed the second insurance. According to 1 Natural way it was too late to resubmit the claim to my insurance so when I called they are saying for ME to pay the bill and to then file a claim with my insurance to get reimbursed. When I asked them for proof of the total prices of the items so I can submit the bill to my insurance they just sent me a receipt that doesnt have the total prices for all the items they delivered. The receipt has zeros next to the itemsso are they free??? 1 Natural Way cant give you a super bill because they dont have one. If you ask them for proof of the items you record they send you the proof but they receipt doesnt have the amount for each individual item, it has the total, yet when you purchase items on their website it does have the prices. Makes No Sense. They are always on the defensive side and never take accountability for the WRONG theyve done. Why should I have to pay to send back the items? Your mistake not mine. Just wait and see how quick they respond here.

We apologize for the issues encountered by the customer. We have been working with this customer and had approved the return of certain eligible items prior to this review being posted. We do have restrictions from the insurance companies on timeframes for submitting claim. This is an ongoing issue and we are continuing to work with the customer to the best of our ability.

Do NOT use this company unless you are an insurance underwriter and are an expert on what insurance covers. I had the same experience as the women below. They use deceptive marketing tactics to make their end customers believe that insurance plans are accepted. It is both negligent and gross that they do not educate their end customer and take no responsibility in the process. Especially for first time mothers who have never gone through this process before. My best advice is call your insurance company to get an exact list of providers who can supply a pump to you before ever engaging in 1Natural Way. Do not trust their order processors or customer support staff. When you ask if this has happened before their customer support team will say its extremely rare. Which clearly based on these other reviews is not the case. You will end up paying at least $200+ and they market it as claim for your free breast pump.

We appreciate the opportunity to respond to the customers complaint. The customer applied into our system to receive a breast pump through insurance. The customer provided XXXX as her insurance and since we are contracted as a provider for durable medical equipment with her insurance, we confirmed that she had an active policy. This information was relayed to her in the Verification email sent to her on 10/30/23.The customer ordered a breast pump which was shipped to her on 11/8/23. The customer is required to sign a Breast Pump Order Form which includes the following information :5. I understand that my health benefit plan makes payment based upon its posted fee schedule amount for covered standard items meeting medical needs.6. I have chosen a product(s) that includes additional or deluxe items that are not covered under my current plan benefit, requiring an additional cost. I understand that I am responsible for the additional cost, plus any applicable deductible, copayment, or coinsurance.7. I acknowledge that the prices quoted for the item(s) I ordered are an estimate of coverage based on my insurance policy and may be subject to a deductible, co-payment, and/or coinsurance. I understand that I am responsible for paying the balance due as required by my insurance at the time of claims processing.8. I have read and understand 1 Natural Way's financial responsibility policy. Unfortunately, we were not aware until the claim was processed and denied that her individual policy requires her to use a specific provider for medical equipment. Her insurance has provided a letter detailing the restrictions for her specific plan. This information was not made aware to us at the time of verification. However, generally any network restrictions and limitations for a specific plan are relayed to the member at the time of enrollment in the plan. While we are contracted with Medical Mutual and many other insurance companies, there can be hundreds of individualized plans with their own restrictions and limitations. Many times an employer group can set their own restrictions, which we would not be aware of. It is unfortunate that the claim was not processed and paid, however, ultimately, prior to seeking any medical service, it is the patients responsibility to insure that they are using a participating provider and that the service is covered. This can be accomplished by contacting their member service department to inquire about coverage guidelines and restrictions. A request was submitted to see if our claims department can appeal the denial. It was also suggested to the customer that she also try to submit a member appeal directly to her insurance. However, the customers advice to check with your insurance prior to receiving any medical service is extremely important for all customers. The amount due is based on the amount that we would have expected to receive from the insurance company and is specific to this customer. As a courtesy, we have provided a 30% discount off the amount due. The customers outstanding bill has been adjusted to show this new balance due which will reduce the customers out of pocket amount to below the retail price of this item from the manufacturer.

Same as others before me. I have BCBS when I used the website it checked my insurance and told me that the pump would be completely covered by my insurance. LIES. I got a bill months later for $100 ded. I called and spoke with a rep named **** who told me the pump should have been processed under women's preventable. Which is weird because insurance company and the prior breastpump supply companies I used it fell under durable medical equipment. I proceeded to call my insurance company who confirmed that it was subject to a ded because it was medical equipment not "women's preventable". so they checked the wrong thing and told me the price would be completely covered and now i'm the one stuck paying for it. Had they done things correctly I would never have proceeded to purchase one because I already had one from my prior pregnancy that I could have used. ***** disappointed in this company. WISH they did their homework and actually checked vs guessing. And they are going to kick back and say that it is my fault for trusting them (which it is) I never should have assumed they knew how to appropriately conduct a quire with the insurance. I will tell everyone I know to stay away!!!!!

Thank you for the opportunity to respond. When the customers breast pump order was placed, we completed a verification confirming that there was an active policy. We do provide an email letting the customer know that we are only checking for an active policy since breast pumps are typically covered as part of the Women’s Preventative portion of the Affordable Care Act. The customer is also required to sign the Breast Pump Order Form which states that the following: "I acknowledge that the prices quoted for the item(s) I ordered are an estimate of coverage based on my insurance policy and may be subject to a deductible, co-payment, and/or coinsurance. I understand that I am responsible for paying the balance due as required by my insurance at the time of claims processing." Previously this customer had received replacement parts/supplies from 1 Natural Way using the same insurance policy and those items were fully covered under the Women’s Preventative Benefit. The customer also advised 1 Natural Way that she had previously received a breast pump through her insurance plan which was fully covered. Based on this information, we highly recommend that the customer file a formal appeal with her insurance company to see if the claim can be reprocessed as other claims for pump and supplies were previously processed under the Women’s Preventative benefit.

I had the same exact experience and was told by customer service that their insurance policy is "kinda" stated in the confirmation emails after you are explicitly told that your insurance has been verified aby 1. Natural Way and your pump is $0. I was told my conversation with customer service was recorded so this statement can be 100 percent verified as true. I will not recount the whole experience, as I am a new mother and do not have the energy or time. There is also not enough space to do so. That being said this company is completely unethical and their behavior and treatment of new moms is immoral.Obviously because their are complaint here and the company has tried to justify with responses, they are also aware of how their customers are treated. In my opinion, they do not seem to care or be interested in rectifying the behavior or practices. It looks to me by these responses that they are only trying to defend the disgusting treatment below.I hope that potential customers check here first. If you are coming here to file a complaint I wanted to share other ways to hopefully get through to the company and suggest other things that can be done to feel like you are heard.1) leave a ****** review 2) respond to the customer feedback survey 3) File a complaint with the ********** of ******** protection regarding misleading, unfair, and deceptive business practices www.ftc.gov I would also read the responses from the company below that show complete lack of empathy to customers and new moms. They seem like completely scripted responses that don't at all acknowledge any wrong doing or apologies for the additional stress that they have caused to us.

We regret that the customers experience was not satisfactory.   In the instance, the customers insurance was contacted  and we spoke directly to a representative of her insurance company.  ************* representative did advise that we were in network with the customers plan and that she was eligible for the requested item.  We do base our verifications on the information provided by the insurance company.  Unfortunately, we are sometimes misquoted benefits and/or coverage.  We have no way of knowing that we have been given erroneous information until the claim is processed by the insurance and denied.  We are constantly striving to improve our processes to prevent this from happening.  However, the customer is also provided with a copy of our financial responsibility policy which states that the  prices quoted for the item(s) ordered are an estimate of coverage based on their insurance policy and may be subject to a deductible, co-payment, and/or coinsurance. The customer is also advised that they are responsible for paying the balance due as required by their insurance at the time of claims processing.  This is typical language when any medical services are provided and are not unique to our company.    Ultimately, due to conflicting/erroneous information which was provided by the customers insurance company, the balance on this customers account was adjusted and the customer was notified of this information.   Again, we do our best to operate in a transparent manner and are always willing to work with the customers to resolve their issues as best as we can.  

1 Natural Way has horrible customer service! My breast pump says delivered, it was not delivered. When emailing 1 Natural Way they offered zero apologies and instead told me it's my problem. "we are not responsible for lost or stolen packages once they are delivered by the carrier"

Thank you for allowing us the opportunity to respond.   We regret that the customer did not receive her package.  Unfortunately, once a package is shipped and transferred to the specific carrier ****** Fed *********  we no longer have control over the package and final delivery.
At the time an order is shipped, we do send an email to the customer which includes the name of the carrier along with the tracking details.   This email does indicate the following information:
Shipments are not insured and no signature is required, so please track your shipment to ensure that you are available to accept the delivery. If you have not received your item within 14 days, please contact us.  1 Natural Way is not responsible for lost or stolen packages once they are delivered by the carrier.
The customer did reach out to us via email after the package was delivered to a parcel locker at her address.  As a standard practice, we do recommend that customers check with neighboring houses as well as their specific mail carrier and/or local post office.   We did offer to initiate a Missing Mail Search with **** if the customer was still unable to locate her package.   The customer indicated that she had already opened a ticket directly with ****, in which case we are unable to also initiate a search request ticket. 
As of the current date, the customer has not provided us with an update on her ticket with ****.  However, it is not our policy to send out a replacement order if the carrier has confirmed delivery to the address provided.  Again, we appreciate the opportunity to respond to this review and regret that we were not able to provide a better resolution for the customer.

If I could leave zero stars I would. This company tell you you will get a pump for one price and then EIGHT MONTHS LATER will send you a bill for the entire price of the pump. I feel deceived and am so upset by their horrible business. Preying on pregnant women and new moms. They should be ashamed. Do NOT use this company for a breast pump. They will screw you over.

Thank you for the feedback. When a customer’s insurance if verified (prior to shipment) use of benefit is being checked. There is no way to know if that changes from the time we check until when a claim is submitted, and it is the client’s responsibility to interact with their insurance. Claims are filed on the date of service, which is the date the order ships from our warehouse. If a client's coverage changes, or is terminated, it is their responsibility to update us prior to that date of service to avoid situations like this. (There is paperwork signed at checkout stating this.) We continually go above and beyond to assist customers with claims. It's unfortunate that this situation is one of few that did not end satisfactorily for the customer. We are serious about our compliance with all federal, state, and local laws and regulations. Again, we regret the client’s dissatisfaction.

Wow! Should have checked here first. Same experience as the other 2 reviews. The prices are SO MUCH higher, and the service is seriously lacking. It makes sense to me that they don't submit through insurance first. Also, the only "RESPONSE" from 1 Natural Way below.... blaming the customer for misunderstanding? Pretty shady. Although Aeroflow didn't work with my new insurance, I wish I would have done more research and NOT gone with 1 Natural Way.

Thank you for the opportunity to address. Insurance has a predetermined allowable rate for a standard breast pump. This rate could vary by DME (durable medical equipment) providers due to different contracted rates with insurance providers. This means the allowable amounts could be different from another provider (or not covered at all as shown in the review. 1 Natural Way gives the best price possible. This Client was also able to use a $25 off Flash Sale coupon code. We regret that she is not satisfied with the price she paid.