Complaints

This profile includes complaints for Airway Oxygen, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Airway Oxygen, Inc. has 16 locations, listed below.

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  Airway Oxygen, Inc.

  2955 Clydon Ave SW Grand Rapids, MI 49519-2485

• 

  Airway Oxygen, Inc.

  1126 E Napier Ave Benton Harbor, MI 49022-3930

• 

  Airway Oxygen, Inc.

  5150 Plainfield Ave NE Grand Rapids, MI 49525-1049

• 

  Airway Oxygen, Inc.

  831 Washington Ave Holland, MI 49423-7134

• 

  Airway Oxygen, Inc.

  2985 S Isabella Rd Mount Pleasant, MI 48858

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:04/21/2025

  Type:Service or Repair 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.

  In August of 2024 had triple bypass surgery. Hospital ordered a taller ****** and told us that our insurance would cover all but a few dollars of the purchase price. Used while in hospital for 3 days. Hospital told us we had to take it home with use even though we didn't need it as we have 2 at home and no longer needed a ****** at all. The ****** was added to our collection in the basement. At the end of February, we returned from a trip started getting ******* phone calls and a bill for the same amount that we already paid in Sept. Assumed this was an error and started trying to call them. When we finally got through, they informed us that this was a rental, not a purchase. After many attempts to make contact, finally got through to a supervisor, ******* on 3/25/24. Told us that she could review the charges after the ****** was returned and scheduled to have it picked up the next day. Pickup rescheduled by them for their convenience to March 26th. Tried to call ******* on 4/14/25, but she was unavailable we were told she would call back in ***** hours. 4/21 after no contact from *******, we called and again she was unavailable, After about 25 minutes, talked to ****** who said that ******* made a note on our account that because it had been 7 months, she could not make any adjustment to our account, I tried to explain again why we did not feel that we owed the full 3 months rental as we were unaware of the charges, and had been trying to take care of this for several weeks. The disputed charges are $11.69 each month for 3 months dated 1/20, 2/20, and 3/20/25. I have paid for 1/20 and 2/20 even though I don't feel that I should owe these charges or the charge for 3/20. This is a business that we will avoid in the future.

  Business Response

  Date: 04/28/2025

  Thank you. We have received the complaint and will work with the patient to get this resolved.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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 am disputing the charge of $584.83 because the equipment in question was returned on January 22, 2025 before the 2 month period required to buy the **** machine. I rented a **** machine from Airway Oxygen *** located at ************************************************************* on November 29, 2024. I have attached/retained proof of return and pick up/exchange ticket information for your reference. I received conflicting information regarding the cost for renting the machine verses purchasing the machine. I decided to rent the machine for 2 months. I was told that I would be charged $111.71 a month for the rental fee including the additional fee for the equipment (face mask, tubing, filter, headgear, heated tubing, water chamber ect). I was quoted 4 different rental and purchase charges. I have spoken with your office staff on multiple occasions. I called your corporate office on 2/28/25 and did not receive a return call. I've spoken with the office manager *****. Please review and remove this charge from my account. The charge is invalid as the equipment was returned to your company on January 22, 2025. Per your return policy and my compliance with it, I request that this charge be reversed according.

  Business Response

  Date: 04/14/2025

  We have received the complaint, and it was logged into our system on April *******, to investigate. We will be contacting the patient to get this resolved.Thank you.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23179163
  
  I am rejecting this response because:

  I am still waiting to speak with adapt health. I am not sure how long it will take to speak with them or how long it will take for them to return my phone call to resolve this issue and get my refund. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/21/2025

  Spoke to the patient over the phone today and compliant resolved. Thank you. 

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair 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.

  Well, I was subcontracted to clean airway oxygen, and Ive been cleaning the building for several months. I show up one day with my coworker, we unlock the door go inside the building cut on all the lights we go to the back and someone pushes the doors back shut. We didntknow what was going on so we left as were leaving cop swarm us 10 cars guns out, saying that we were breaking and entering. We were just trying to do our jobs.

  Business Response

  Date: 03/10/2025

  Thank you. We have received the complaint and will work with the subcontractor to get this resolved.

• Initial Complaint

  Date:01/17/2025

  Type:Order 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.

  On 07/24/24 I ordered **** supplies. I received an item I didn't order. I called Airway Oxygen and they said they'd send a *** to pick up. I boxed the item and it was picked up by *** and delivered 08/23/24 to Airway Oxygen warehouse in **. Since that time, I keep getting billed for the item plus, my insurance has not been refunded their share. I have called billing **** 8 times, since Sept 2024. I spend about 45 minutes on each call, providing the same information to each representative. They each say they will suspend the charge and send my information to a "lead" and that they will call or email me within one week with findings. No one has ever contacted me with updates. They are sending my bill to collections and have added late fees. I have tried contacting the local office for help, but calls are immediately routed to an offside call center. My credit score is in the 800s and I've worked hard to pay every bill I owe. This is not something I should pay.

  Business Response

  Date: 01/21/2025

  The ******************************* will contact the patient and get the issue resolved.
  
  

  Customer Answer

  Date: 01/23/2025

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

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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 am writing to express my deep dissatisfaction with the services provided by Airway Oxygen. I have been a customer of ****************** since ******* October 4th, 2022, I purchased an Inogen G5 portable oxygen concentrator from Airway Oxygen for $3,319.70. Ten months later, in August of 2023, the concentrator alerted me of a problem that required attention. Airway Oxygen gave me a loaner and sent the machine to be fixed which I received approximately 3 weeks later. On June 12, 2024, the portable concentrator made an awful sound and stopped working. On June 13, I took my portable oxygen concentrator to Airway Oxygen and explained my concerns with the machine. This is my second portable oxygen concentrator. My first portable concentrator (Inogen G3) lasted about 5 years and I had no problems with it. I received a call from Airway Oxygen about 3 weeks later letting me know my Inogen 5 was ready for pickup. I told them I would wait until I spoke with a manager before I would pick it up.I explained my dissatisfaction with the Inogen 5 to ****** ******* since my husband and I travel quite a bit. I asked him if I could get a new one but he said no. He did tell me that the machine was under warranty and that I could bring it in anytime. When I arrived to pick up my Inogen G5 from Airway Oxygen, a person at the front desk told me they could not find it. I waited a week, returned to the office and they still could not find it. They lost my machine! Airway Oxygen called me on September 18 and told me they havent been able to find my machine and their solution is to replace it with a used 2021 Inogen G5 portable oxygen concentrator! This is unacceptable to me because I do not know the condition of the used machine and because it would no longer be under warranty.I feel that the fair solution would be to replace my Inogen G5 (that Airway Oxygen misplaced) with a new portable concentrator that is compatible with my current machine.

  Business Response

  Date: 10/02/2024

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22330485
  
  I am rejecting this response because:

  There is nothing to accept at this time and the issue hasn't been resolved. Airway Oxygens response was "We have received the complaint and will work with the patient to get this resolved." 
  
  I am still waiting to hear from the Airway Oxygen for a resolution.

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

  Business Response

  Date: 10/10/2024

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22330485
  
  I am rejecting this response because:

  There is nothing to accept at this time and the issue hasn't been resolved. 
  
  I am grateful to know the company is working on resolving the problem however, the problem has not been resolved. 
  
  I heard from Adapt Health which is the parent company of Airway Oxygen. Adapt Health stated they've contacted Airway Oxygen and stated that Airway Oxygen needs to replace my lost portable oxygen concentrator with a new system.  
  
  I am still waiting to hear from the Airway Oxygen.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/04/2024

  The complaint has been resolved. 

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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 covers my medical son to get oxygen saturation machine pieces through Airway Oxygen *** so I called 7/22/24 for a replacement piece my som desperately needs. My son has to have his oxygen levels check every single day. I have had over 11 phone calls and 3 emails since that date. They have done everything except send what we need. My son could need his heart surgery any moment and the only way to know is checking these levels which the company knows and still wont help me instead they have sent me something that wasnt even ordered, acted like they have no idea what I was talking about, told me a package was supposed to be there that wasnt there, told me nothing was ordered, had me send a picture of what I needed exactly and still sent the wrong thing, and told me it would be here a certain day and still is not here. Please help me get what I need for my sons heart conditions. They even sent me a pulse ox for an adult when they know my son is a baby and needs the foot wrap. I have told them this can become life threatening as it can be.

  Business Response

  Date: 08/12/2024

  We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient's mother once completed. 

• Initial Complaint

  Date:06/14/2024

  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.

  We, *************************** and *****************************, have been paying Airway Oxygen since March 2024 for a bypap and oxygen concentrator . I have proof from bank statements that Airway oxygen has been getting my payments and cashing them. I have my ************ records to prove this. I went down to the Airway Oxygen in ********** where we got our unit from and they printed off that Airway Oxygen has been getting my payments also. The problem is the amounts are not being posted to Waynes account and they keep saying we owe from April and are now sending a late fee along with the payment. I can not just pay in ******* , mi, all payments go to **************.. I call every month and talk to someone with no help. They keep saying I have not payed anything. I did sent copies along with my last payment of proof they we have payed. Waynes account # at ********************** is *******.

  Business Response

  Date: 06/24/2024

  Thank you. We have received the complaint and will work with the patient to get this resolved.

  Business Response

  Date: 06/25/2024

  The complaint has been resolved and I emailed the patient a letter today since I was not able to speak to him over the phone whenever I tried to call. Thank you.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair 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 purchased a CPAP machine from the company and was told I would be billed $8.80 a month for 6 months. Since then theyve been deducting payments from 8.00 to ****** once or twice per month with no explanation, no invoice and no communication. I contacted my insurance to understand why insurance wasnt covering the bills and insurance said they dont cover payments that Im not legally required to make. So this company has no valid reason for deducting these funds but continues to steal money

  Business Response

  Date: 04/23/2024

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to return my call along with my direct contact number.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair 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 company is billing me after being told that my insurance would pay for everything 100%. They are harassing me with daily calls about a balance for a CPAP rental when I own my machine and DO NOT rent from them. I simply buy supplies for my machine. They are engaging in unethical billing practices and I want them to immediately stop. I have no balance with them and will no pay them. I will change the company I buy supplies from. I just want them to stop billing me for a rental I dont have.

  Business Response

  Date: 02/06/2024

  We apologize for the inconvenience this may have caused. Upper management is reviewing this account, and we will contact the patient once completed. 

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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 purchased 3 prosthetic bras from Airway Oxygen in January and they ****ed ******** with incorrect codes. ******** set a notice in March asking for proper codes and had not received proper ****ing. They continued to **** me and I contacted their office and explained how they had to **** ******** first rather than my ******** supplemental policy. I sent a letter with a copy of the ******** notice and explained the problem and procedure on 09/13/23. I advised them I had to pay the **** myself and requested they reimburse me once they filed the required claim with ********. As of this writing they have neither provided ******** with the correct information nor have they contacted me.

  Business Response

  Date: 11/20/2023

  The account will be reviewed and we will reach out to the patient, with a resolution. 

   

  Thank you.