Complaints about Bonro Medical concern company advertising, billing issues and product performance, according to the Better Business Bureau. The bureau closed 15 complaints in the last three years as of March 2015. In eight complaints, the bureau noted the customers rejected Bonro's good faith attempts to satisfy the customers.
Bonro sells medical devices to treat erectile dysfunction, according to the Better Business Bureau. Bonro's advertising states that its devices are approved or covered by insurance. Some customers have interpreted that to mean that their insurance covers 100 percent of the device cost, but that interpretation is not correct. Instead, some insurance companies cover the device, but the amount of coverage depends on the insurance policy terms.
Disputes arise when the customer's insurance covers part but not all of the product cost, and Bonro bills the customer for the unpaid balance. Bonro has written off unpaid balances to resolve such customer disputes, according to the Better Business Bureau.
A product performance complaint came from a customer on Medicare, who said Bonro should have informed him that the device does not work for patients with multiple sclerosis. When the Medicare payment left a $99 balance due, Bonro sent the account to collections. The customer filed a Better Business Bureau complaint, requesting that the company withdraw the collection. Bonro withdrew the account from collections and wrote off the $99 balance, according to the Better Business Bureau.