Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Revdex.com Associate,Attached please find a copy of the letter mailed to [redacted] and Mr. [redacted], per his request in his written complaint. Our account history verifies that [redacted] received our HCFA 1500 during a phone call of 02/06/2015 when [redacted] requested additional information. We have supplied...
an additional HCFA 1500 to both Mr. [redacted] and [redacted], however are not including the form for privacy purposes.We strive to ensure that all of our customers have favorable experiences with our Company and value their input and use all such feedback inour continuous improvement efforts.Sincerely,DJO Patient Advocate Team
March 31, 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted],This letter confirms receipt of your correspondence with the San Diego County BetterBusiness Bureau.We have reviewed your account and the issues you have raised in your complaint. Youraised concerns regarding the pricing of the playmaker brace that you received. DJObills its products at the allowed Medicare rate, which is the rate that Medicare hasestablished as appropriate and acceptable for such items. We understand that you sawthe product priced for less over the internet. However, ordering products through theInternet is in no way comparable to providing these products to patients directly.Internet pricing does not account for additional costs for services related to ensuringproper fit and sizing, submitting a claim to insurance payors for reimbursement, and anynecessary follow-up with the patient to ensure that the brace is working well. None ofthese services are available when you purchase a product over the internet yet they arepart of the costs that we incur when we provide our products to patients directly. Again,we do not bill more than the Medicare allowable and our approach is standard industrypractice.Because of your concerns, however, we are willing to make an adjustment to youraccount. Please contact [redacted] for the details on this adjustment.We appreciate your taking the time to write us with your concerns. Please know thatcustomer satisfaction is and has always been a critical component of how we dobusiness. We regret that your experience with us did not meet your expectations.Sincerely,DJO Global Patient Advocate TeamHi [redacted], Pursuant to your request, we are hereby clarifying the term “discount”. DJO Global offers a time of service discount off of our Medicare billed rate when the patient pays in full at the time of service. Thank for taking the time to speak with us today, If there are any additional steps to take to resolve this compliant, please feel free to contract me directly. [redacted]Compliance Support Associate - AuditCorporate Compliance DepartmentWe promote ethical business practicesin support of achieving the company’s objectives. DJO, LLCA DJO Global Company[redacted]T [redacted] D [redacted]F [redacted]
Dear Revdex.com Associate,Attached please find our written determination to Mr. [redacted]'s concerns. As always, we strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts.Sincerely,DJO Global...
Dear [redacted],This letter confirms receipt of your correspondence with the Revdex.com. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced.DJO bills separately from your physician/clinical office with the...
insurance information provided to us. The initial insurance denied the claim due to no active coverage. Once we obtained your active insurance carrier information, we submitted claim, which was also not covered, indicating we needed to submit a claim to Scripps. Following those directions, we filed another claim. On December 9th, during a claim status, we were told no claim was on file and given another address to submit claims to which we submitted another claim. Just recently, the claim denied as not being filed in a timely manner. Your account balance for your DJO – ProCare 3-Panel Knee Splint Lofton Duer, Universal will be credited in full and your remaining balance will be $0. Please allow at least 7 days for this adjustment to be reflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
This letter confirms receipt of your written complaint filed with the Revdex.com ofSan Diego County. We have carefully reviewed your account and the issues you have raised andregret any inconvenience you may have experienced.In response to your concern regarding internet pricing, please...
be aware that ordering productsthrough the Internet is not comparable to providing these products to patients directly. Thereare many factors that determine pricing for a product. Internet pricing does not account foradditional costs for services related to ensuring proper fit and sizing, submitting a claim toinsurance payors for reimbursement, and/or administrative costs associated with on-siteservices. Our records indicate we submitted a claim to your insurance carrier, Blue CrossCalifornia (BC CA), in which they covered your Drytex Hinged Knee Wrap, POP and applied$228.27 towards the yearly deductible and $22.17 towards patient Co-insurance amount, peryour policy plan. BC CA determined that your patient responsibility was $250.44.As a measure of goodwill, we are willing to credit your account by 40% leaving you with aremaining balance of $150.27, due in a onetime payment, within 21 days from the date of thisletter. We understand that this balance may still represent a financial hardship and want tomake you aware that we offer financial assistance to those who qualify.It is important that you contact us at 888-225-4398 within 21 days from the date of this letter tomake payment or to discuss payment options. We strive to ensure that all of our customershave favorable experiences with our company. We value your input and use all such feedback inour continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
As requested, we sent the patient a copy of the Patient Agreement form that she signed to indicate receipt of the product and understanding of her financial obligations. We have not heard further from the patient.
[redacted]
RE: Patient Account Number [redacted]
Dear [redacted],
On February 24, 2015 we sent you a letter notifying you of our final determination on the written complaint we received
from the Revdex.com of San Diego County. W regret that at we were unable to resolve this matter in your
favor and that you remain dissatisfied with our decision. However, the determination stated in our February 24, 2015 letter is our final decision and we will be unable to
acknowledge any additional requests for review of this matter.
Sincerely,
DJO Global Patient
Advocate Team
September 2, 2014
[redacted] [redacted]
[redacted] W. [redacted] Ave.
[redacted], TX [redacted]
RE: Patient Account Number [redacted]
Dear [redacted]:
This letter confirms receipt of your correspondence. We have carefully reviewed
your accounts...
and the issues you have raised. We regret any inconvenience you may
have experienced and your account balance for your wrist orthosis will be credited
in full and your remaining balance will be $0. Please allow at least 7 days for this
adjustment to be reflected on your DJO account statement.
We strive to ensure that all of our customers have favorable experiences with our
company. We value your input and use all such feedback in our continuous
improvement efforts. Thank you for choosing DJO.
We wish you all the best.
Sincerely,
DJO Global Patient Advocate Team
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not recognize the phone number from Ms. [redacted] when she called and therefore, did not answer that call. Like is common, I receive calls from many tele-marketers. If I don't recognize a phone number, I don't answer the call. I do, however, consider this complaint to be resolved as of this date. This was after my contacting the Orthopaedist, Dr. [redacted] and speaking with the manager of their billing office, [redacted], a second time. She advised me that they resolved the bill with DJO LLC and that I should receive no further bills. As of this date, I have received no further bills from DJO LLC. I will continue to monitor the business to see that they performed this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[My problem is NOT the price, it is that I was scammed into signing a paper for your company without being given any information whatsoever and then billed out of nowhere for something I believed I had paid for on site at the office. Had I known it costed even a little bit outside of insurance I would have refused it - I have no need for it. What bothers me is the predatory practice of not being upfront with the customer about the product. Your company was not upfront at all. I had NO IDEA until it was too late to do anything. Had you even had the customer service directive to contact me within ten days I would have long since returned it, but you chose to wait until it was past your supposed policy time. This is unfair and predatory.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Revdex.com Associate,Attached please find our determnation letter and response to [redacted]'s concerns.We strive to ensure that
all of our customers have favorable experiences with our company. We
value your input and use all such feedback in our continuous improvement
efforts. ...
We strive to ensure that
all of our customers have favorable experiences with our company. We
value your input and use all such feedback in our continuous improvement
efforts. Sincerely,DJO Global Patient Advocate Team[redacted]August 5, 2015 [redacted] RE: Patient Account Number [redacted] Dear [redacted], This letter confirms receipt of your correspondence with the Revdex.com of San Diego Count. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced and your account balance for your Semi Rigid Cervical Collar will be credited in full and your remaining balance will be $0. We will also reverse our claim with your insurance. Please allow at least 7 days for this adjustment to be reflected on your DJO account statement. We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts. Thank you for choosing DJO. We wish you all the best. Sincerely, DJO Global Patient Advocate Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
RE: Patient Account Number [redacted]
Dear [redacted]:
This letter confirms receipt of your correspondence made with the Revdex.com. We have carefully reviewed your account and the issues...
you have raised.
We regret any inconvenience you may have experienced,
On November 11 our billing department contacted your health insurance to submitted a claim for your May 27, 2014 Stirrup Style Ankle Support. Please allow
up to 60 days for your insurance’s determination. Once your insurance has made their determination and as a measure of goodwill, your account balance for your
Stirrup Style Ankle Support will be credited in full and your remaining balance will be $0.
We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous
improvement efforts. Thank you for choosing DJO.
We wish you all the best.
Sincerely,
DJO Global Patient Advocate Team
Dear Revdex.com Associate,
Attached please find our determination to [redacted] written
complaint. Due to HIPAA, we are not attaching the minor child's Patient Product Agreement Form with this response. However, a copy has been made with a letter to [redacted] at his home...
address. We strive to ensure that all of our customers have favorable
experiences with our company. We value our customer's input and use all such
feedback in our continuous improvement efforts.
Sincerely,
DJO Global Patient Advocate Team
Dear Revdex.com,
Attached
please find our determination to [redacted] concerns regarding her DJO Global
account. Complaints are never a simple issue as there are usually many factors
that need to be considered. We make our best effort to understand the patient's
perspective, as well as...
the perspective of others who may have been involved.
Our goal is to resolve patient complaints promptly and in an unbiased manner.
Sincerely,
DJO Patient
Advocate TeamDear [redacted],This letter confirms receipt of your correspondence. We have carefully reviewedyour account and the issues you have raised. We regret any inconvenience you mayhave experienced and your account balance for your [redacted] Knee Braces willbe credited with a full refund and your remaining balance will be $0. Please allow atleast 28 days for this adjustment to be reflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with ourcompany. We value your input and use all such feedback in our continuousimprovement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Dear Revdex.com Associate,Our DJO Patient Advocate Team was able to reach out to the patient's mother and obatin the information necessary to submit a claim to her insurance. Attached please find a copy of the letter we have submitted directly to her.Thank you,DJO Global Patient Advocate Team...
AssociateDear [redacted]:This letter confirms receipt of your correspondence submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you haveraised. We regret any inconvenience you may have experienced.Thank you for providing important missing insurance information yesterday, duringour phone conversation. Our billing office will now be able to successfully submit aclaim to your insurance. Also, per our phone discussion, when one of our teammembers obtained benefits in July 2015, your son’s estimated patient responsibilitywas $0. This is always an estimate and not a guarantee of payment. Your son’saccount has been placed on hold till we hear back from your insurance. Please allow30 to 60 days for their determination.Should you receive another statement/invoice, please contact us at [redacted]to discuss your son’s account. We strive to ensure that all of our customers havefavorable experiences with our company. We value your input and use all suchfeedback in our continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response is essentially a statement of account and acknowledgement of receipt of payment, and does not list anything that DJO will do to improve their communication to the consumer. They should at least be committed to adjusting the explanation of the difference in cost on their warranty agreement form that is required to be signed at the healthcare provider when the medical device is supplied. It should detail that the cost, if not covered by insurance, will be significantly MORE than MSRP so that the options and cost difference are clear to the consumer. The "Discount" terminology should be removed from the form because it is purposely misleading. Training should also be supplied to the healthcare providers to explain the form and possible cost differences of purchasing in the providers office vs. through the insurance company if the deductible isn't met.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Revdex.com Associate,Attached please find a copy of the letter mailed to [redacted] and Mr. [redacted], per his request in his written complaint. Our account history verifies that [redacted] received our HCFA 1500 during a phone call of 02/06/2015 when [redacted] requested additional information. We have supplied...
an additional HCFA 1500 to both Mr. [redacted] and [redacted], however are not including the form for privacy purposes.We strive to ensure that all of our customers have favorable experiences with our Company and value their input and use all such feedback inour continuous improvement efforts.Sincerely,DJO Patient Advocate Team
March 31, 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted],This letter confirms receipt of your correspondence with the San Diego County BetterBusiness Bureau.We have reviewed your account and the issues you have raised in your complaint. Youraised concerns regarding the pricing of the playmaker brace that you received. DJObills its products at the allowed Medicare rate, which is the rate that Medicare hasestablished as appropriate and acceptable for such items. We understand that you sawthe product priced for less over the internet. However, ordering products through theInternet is in no way comparable to providing these products to patients directly.Internet pricing does not account for additional costs for services related to ensuringproper fit and sizing, submitting a claim to insurance payors for reimbursement, and anynecessary follow-up with the patient to ensure that the brace is working well. None ofthese services are available when you purchase a product over the internet yet they arepart of the costs that we incur when we provide our products to patients directly. Again,we do not bill more than the Medicare allowable and our approach is standard industrypractice.Because of your concerns, however, we are willing to make an adjustment to youraccount. Please contact [redacted] for the details on this adjustment.We appreciate your taking the time to write us with your concerns. Please know thatcustomer satisfaction is and has always been a critical component of how we dobusiness. We regret that your experience with us did not meet your expectations.Sincerely,DJO Global Patient Advocate TeamHi [redacted], Pursuant to your request, we are hereby clarifying the term “discount”. DJO Global offers a time of service discount off of our Medicare billed rate when the patient pays in full at the time of service. Thank for taking the time to speak with us today, If there are any additional steps to take to resolve this compliant, please feel free to contract me directly. [redacted]Compliance Support Associate - AuditCorporate Compliance DepartmentWe promote ethical business practicesin support of achieving the company’s objectives. DJO, LLCA DJO Global Company[redacted]T [redacted] D [redacted]F [redacted]
Dear Revdex.com Associate,Attached please find our written determination to Mr. [redacted]'s concerns. As always, we strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts.Sincerely,DJO Global...
Patient Advocate Team
Dear [redacted],This letter confirms receipt of your correspondence with the Revdex.com. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced.DJO bills separately from your physician/clinical office with the...
insurance information provided to us. The initial insurance denied the claim due to no active coverage. Once we obtained your active insurance carrier information, we submitted claim, which was also not covered, indicating we needed to submit a claim to Scripps. Following those directions, we filed another claim. On December 9th, during a claim status, we were told no claim was on file and given another address to submit claims to which we submitted another claim. Just recently, the claim denied as not being filed in a timely manner. Your account balance for your DJO – ProCare 3-Panel Knee Splint Lofton Duer, Universal will be credited in full and your remaining balance will be $0. Please allow at least 7 days for this adjustment to be reflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
This letter confirms receipt of your written complaint filed with the Revdex.com ofSan Diego County. We have carefully reviewed your account and the issues you have raised andregret any inconvenience you may have experienced.In response to your concern regarding internet pricing, please...
be aware that ordering productsthrough the Internet is not comparable to providing these products to patients directly. Thereare many factors that determine pricing for a product. Internet pricing does not account foradditional costs for services related to ensuring proper fit and sizing, submitting a claim toinsurance payors for reimbursement, and/or administrative costs associated with on-siteservices. Our records indicate we submitted a claim to your insurance carrier, Blue CrossCalifornia (BC CA), in which they covered your Drytex Hinged Knee Wrap, POP and applied$228.27 towards the yearly deductible and $22.17 towards patient Co-insurance amount, peryour policy plan. BC CA determined that your patient responsibility was $250.44.As a measure of goodwill, we are willing to credit your account by 40% leaving you with aremaining balance of $150.27, due in a onetime payment, within 21 days from the date of thisletter. We understand that this balance may still represent a financial hardship and want tomake you aware that we offer financial assistance to those who qualify.It is important that you contact us at 888-225-4398 within 21 days from the date of this letter tomake payment or to discuss payment options. We strive to ensure that all of our customershave favorable experiences with our company. We value your input and use all such feedback inour continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
We have placed this claim on hold while investigating. I have contacted Ms. [redacted] and ensured her this would be resolved immediately.
As requested, we sent the patient a copy of the Patient Agreement form that she signed to indicate receipt of the product and understanding of her financial obligations. We have not heard further from the patient.
[redacted]
RE: Patient Account Number [redacted]
Dear [redacted],
On February 24, 2015 we sent you a letter notifying you of our final determination on the written complaint we received
from the Revdex.com of San Diego County. W regret that at we were unable to resolve this matter in your
favor and that you remain dissatisfied with our decision. However, the determination stated in our February 24, 2015 letter is our final decision and we will be unable to
acknowledge any additional requests for review of this matter.
Sincerely,
DJO Global Patient
Advocate Team
September 2, 2014
[redacted] [redacted]
[redacted] W. [redacted] Ave.
[redacted], TX [redacted]
RE: Patient Account Number [redacted]
Dear [redacted]:
This letter confirms receipt of your correspondence. We have carefully reviewed
your accounts...
and the issues you have raised. We regret any inconvenience you may
have experienced and your account balance for your wrist orthosis will be credited
in full and your remaining balance will be $0. Please allow at least 7 days for this
adjustment to be reflected on your DJO account statement.
We strive to ensure that all of our customers have favorable experiences with our
company. We value your input and use all such feedback in our continuous
improvement efforts. Thank you for choosing DJO.
We wish you all the best.
Sincerely,
DJO Global Patient Advocate Team
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not recognize the phone number from Ms. [redacted] when she called and therefore, did not answer that call. Like is common, I receive calls from many tele-marketers. If I don't recognize a phone number, I don't answer the call. I do, however, consider this complaint to be resolved as of this date. This was after my contacting the Orthopaedist, Dr. [redacted] and speaking with the manager of their billing office, [redacted], a second time. She advised me that they resolved the bill with DJO LLC and that I should receive no further bills. As of this date, I have received no further bills from DJO LLC. I will continue to monitor the business to see that they performed this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[My problem is NOT the price, it is that I was scammed into signing a paper for your company without being given any information whatsoever and then billed out of nowhere for something I believed I had paid for on site at the office. Had I known it costed even a little bit outside of insurance I would have refused it - I have no need for it. What bothers me is the predatory practice of not being upfront with the customer about the product. Your company was not upfront at all. I had NO IDEA until it was too late to do anything. Had you even had the customer service directive to contact me within ten days I would have long since returned it, but you chose to wait until it was past your supposed policy time. This is unfair and predatory.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Revdex.com Associate,Attached please find our determnation letter and response to [redacted]'s concerns.We strive to ensure that
all of our customers have favorable experiences with our company. We
value your input and use all such feedback in our continuous improvement
efforts. ...
We strive to ensure that
all of our customers have favorable experiences with our company. We
value your input and use all such feedback in our continuous improvement
efforts. Sincerely,DJO Global Patient Advocate Team[redacted]August 5, 2015 [redacted] RE: Patient Account Number [redacted] Dear [redacted], This letter confirms receipt of your correspondence with the Revdex.com of San Diego Count. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced and your account balance for your Semi Rigid Cervical Collar will be credited in full and your remaining balance will be $0. We will also reverse our claim with your insurance. Please allow at least 7 days for this adjustment to be reflected on your DJO account statement. We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous improvement efforts. Thank you for choosing DJO. We wish you all the best. Sincerely, DJO Global Patient Advocate Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
November 25, 2015
[redacted]
[redacted]
[redacted]
RE: Patient Account Number [redacted]
Dear [redacted]:
This letter confirms receipt of your correspondence made with the Revdex.com. We have carefully reviewed your account and the issues...
you have raised.
We regret any inconvenience you may have experienced,
On November 11 our billing department contacted your health insurance to submitted a claim for your May 27, 2014 Stirrup Style Ankle Support. Please allow
up to 60 days for your insurance’s determination. Once your insurance has made their determination and as a measure of goodwill, your account balance for your
Stirrup Style Ankle Support will be credited in full and your remaining balance will be $0.
We strive to ensure that all of our customers have favorable experiences with our company. We value your input and use all such feedback in our continuous
improvement efforts. Thank you for choosing DJO.
We wish you all the best.
Sincerely,
DJO Global Patient Advocate Team
Dear Revdex.com Associate,
Attached please find our determination to [redacted] written
complaint. Due to HIPAA, we are not attaching the minor child's Patient Product Agreement Form with this response. However, a copy has been made with a letter to [redacted] at his home...
address. We strive to ensure that all of our customers have favorable
experiences with our company. We value our customer's input and use all such
feedback in our continuous improvement efforts.
Sincerely,
DJO Global Patient Advocate Team
Dear Revdex.com,
Attached
please find our determination to [redacted] concerns regarding her DJO Global
account. Complaints are never a simple issue as there are usually many factors
that need to be considered. We make our best effort to understand the patient's
perspective, as well as...
the perspective of others who may have been involved.
Our goal is to resolve patient complaints promptly and in an unbiased manner.
Sincerely,
DJO Patient
Advocate TeamDear [redacted],This letter confirms receipt of your correspondence. We have carefully reviewedyour account and the issues you have raised. We regret any inconvenience you mayhave experienced and your account balance for your [redacted] Knee Braces willbe credited with a full refund and your remaining balance will be $0. Please allow atleast 28 days for this adjustment to be reflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with ourcompany. We value your input and use all such feedback in our continuousimprovement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Dear Revdex.com Associate,Our DJO Patient Advocate Team was able to reach out to the patient's mother and obatin the information necessary to submit a claim to her insurance. Attached please find a copy of the letter we have submitted directly to her.Thank you,DJO Global Patient Advocate Team...
AssociateDear [redacted]:This letter confirms receipt of your correspondence submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you haveraised. We regret any inconvenience you may have experienced.Thank you for providing important missing insurance information yesterday, duringour phone conversation. Our billing office will now be able to successfully submit aclaim to your insurance. Also, per our phone discussion, when one of our teammembers obtained benefits in July 2015, your son’s estimated patient responsibilitywas $0. This is always an estimate and not a guarantee of payment. Your son’saccount has been placed on hold till we hear back from your insurance. Please allow30 to 60 days for their determination.Should you receive another statement/invoice, please contact us at [redacted]to discuss your son’s account. We strive to ensure that all of our customers havefavorable experiences with our company. We value your input and use all suchfeedback in our continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response is essentially a statement of account and acknowledgement of receipt of payment, and does not list anything that DJO will do to improve their communication to the consumer. They should at least be committed to adjusting the explanation of the difference in cost on their warranty agreement form that is required to be signed at the healthcare provider when the medical device is supplied. It should detail that the cost, if not covered by insurance, will be significantly MORE than MSRP so that the options and cost difference are clear to the consumer. The "Discount" terminology should be removed from the form because it is purposely misleading. Training should also be supplied to the healthcare providers to explain the form and possible cost differences of purchasing in the providers office vs. through the insurance company if the deductible isn't met.
Regards,
[redacted]