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Business Profile

Breastfeeding

Acelleron Medical Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Breastfeeding.

Complaints

This profile includes complaints for Acelleron Medical Products's headquarters and its corporate-owned locations. To view all corporate locations, see

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Acelleron Medical Products has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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 this company through insurance. It was no cost to me, however, I ordered the wrong pump. I ordered the Spectra S2, when I wanted the Spectra S1. When I reached out Acelleron to see about returning/exchanging for the correct pump they told me there was a $25 restocking fee. I hadn't even opened it and I ordered it in error. I would also be paying an up charge for the Spectra S1, which I am in fine with. However, I was not made to know about the restocking fee until after I ordered the product, as it was on the order confirmation (see below).I tried to explain this to the company and they didn't care. They said they could wave the restocking fee but then I have to pay to ship back myself. Had I known I had to pay this fee and deal with this awful customer service, I would've ordered through another company that didn't do this as there are many I could've chosen from. I only used them as they were referred by my doctor's office. Shipping and Restocking Fee for Exchanges:A non-refundable $25 fee is required for all exchanges. This fee includes:A return shipping label or scheduled *** pickup, and Restocking costs.This fee must be paid before the exchange is processed.

      Business Response

      Date: 05/15/2025

      Please see attached document with screen shots.

      Customer Answer

      Date: 05/15/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your

      That information was not provided at the time of purchase, it was provided after the purchase.

      Regards,

      *******

       

       

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Under my insurance benefits, I should receive $450 to ANY breast pump (regardless of if it is an upgrade or not). On 10/17/24 I was charged $405 for the ****** breast pump. Prior to ordering the pump, I called Acelleron to ask why they needed my credit card info and the representative told me it was just in case my insurance denied the claim and that I would be contacted prior to the company moving forward with the order. I was charged the full amount of $405 even though my insurance company paid 100% of their contracted amount. Ive talked to my insurer and Acelleron multiple times and have not come to a resolution. I spoke with **** from Acelleron and she advised I signed a waiver stating they could charge me for an upgrade. Said waiver states that if my insurance company does not pay for an upgraded pump then I am to pay the difference. My insurance does pay for any pump, so it is not the consumers fault that the company did not bill for the full pump amount. The only reason I used Acelleron was because they were the first company listed on an insurance hand out for which company to order from so that the claim can be billed through them directly and I would not need to pay out of pocket. Additionally, Acelleron was paid $104.50 for the breast pump and also charged me $405, so Acelleron collected more money than what the breast pump was advertised as. My insurance is currently agreeing to refund me $300.50, but I am seeking $104.50 from Acelleron due to being overcharged and misled by their marketing.

      Customer Answer

      Date: 04/28/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 05/06/2025

      Please review attached document

    Acelleron Medical Products is NOT a BBB Accredited Business.

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