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. i am glad the company intends to improve communications to ensure that clinicians will explain what patients are signing. That is the most important thing, and I feel as if the company did read and understand my complaint this time around, as compared to the first response in which they did not respond to that concern.
Regards,
[redacted]
Dear Revdex.com,
Attached
please find our determination to [redacted]'s 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 submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you haveraised. We regret any inconvenience you may have experienced and your accountbalance for your Wrist Support will be credited in full and your remaining balancewill be $0. Your account will be retracted from collections. Please allow at least 7days 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,Attached please find our response to Mr. [redacted] written patient complaint.
We
appreciate your allowing us the opportunity to respond to your concerns. The
feedback you provide helps us to improve the quality of our customer
service. Please know that...
customer
satisfaction is and has always been a critical component of how we do business. Sincerely,DJO Global's Patient Advocate Team May 8, 2015 [redacted] RE: Patient Account Number [redacted] Dear [redacted]: This letter confirms receipt of your written complaint filed with the San Diego CountyRevdex.com. We have carefully reviewed your son’s account and the issuesyou have raised. We regret any inconvenience you may have experienced. In regards to the pricing of your son’s Shoulder/Clavicle Stabilizing Sling concerns, 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 sawa similar product priced for less over the internet. However, ordering products throughthe Internet 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 and submitting a claim to your insurance for reimbursement. Noneof these services are available when you purchase a product over the internet yet theyare part 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 standardindustry practice. Because of your concerns, however, we are willing to make an adjustment to your son’saccount and his remaining balance will be $0. Please allow at least 7 days for thisadjustment 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
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 determination to [redacted] and [redacted]'s written
complaint. This letter along with a copy of the signed Patient Product Agreement and their Insurance Explanation of Benefits were included were mailed directly to their 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 TeamDear [redacted] & [redacted]:This letter confirms receipt of your correspondence. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced.In response to your concerns, your physician, Dr. [redacted] ordered a Maxtrax Air Walker and Achilles Wedge for you, [redacted], on January 25, 2016. After signing your Patient Agreement Form, you should have received a copy along with pink information forms. In these forms is a short list of products with their Medicare Ceiling price. DJO bills its products at the allowed Medicare rate, which is the rate that Medicare has established as appropriate and acceptable for such items. We understand that you saw the product priced for less over the internet. However, ordering products through the Internet is in no way comparable to providing these products to patients directly. Internet pricing does not account for additional costs for services related to ensuring immediate availability, proper fit and sizing, submitting a claim to insurance payors for reimbursement, and any necessary follow-up with the patient to ensure that the brace is working well. None of these services are available when you purchase a product over the internet yet they are part 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 industry practice.We submitted a claim to your insurance which they covered your Maxtrax Walker Boot and Achilles Wedge and applied the allowable amount towards your annual deductible. As a measure of goodwill, we are willing to credit your account by 40% leaving you with a remaining balance of $154.75, due in a onetime payment, within 21 days from the date of this letter. We understand that this balance may still represent a financial hardship and want to make you aware that we offer financial assistance to those who qualify.It is important that you contact us at [redacted] within 21 days from the date of this letter to make payment or to discuss payment options. 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]
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.
I have not received the requested copy that they say they have sent. I have called them 4 times thus far requesting this and have confirmed my address with them each time. Each time they say, "oh sorry! We see you requested it, but it didn't end up getting sent." So, I have still not received it.
Regards,
[redacted]
Thanks for reaching out to us on this matter. We believe that our price for this product is fair and appropriate. However, as a measure of goodwill, we will offer the patient a 40% discount. We will be reaching to the patient shortly to advise her of our...
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.I think at this point I am resolved to pay DJO their proposed 40% reduced bill. Please ask them to make the adjustment and I will make a telephone payment once the adjustment is reflected on their website.
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]
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] P.S. I will wait for the April check run,if I don't receive my check I will contact you again! Thank you for your help.
Dear [redacted],We have carefully reviewed your account and the issues you raised. We regret any inconvenience you may have experienced. Your account has been retracted from collections and adjusted to $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 the best,Sincerely,DJO Global Patient Advocate Team
Please accept our deepest apologies as we review this claim. I will personally ensure this is looked at closely for systematic errors and correct any process that broke down.I will correspond directly with the patient to ensure this is communicated. Sincerely,[redacted]DJO Global
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]
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.
On their Website, DJO Global has listed the exact item I received for $14.99. Yet they billed my insurance company $67.71. Why is DJO Global allowed to inflate its prices for consumers who have insurance?This type of business practice is why the cost of insurance in America has skyrocketed. I would be more than happy to pay the price DJO Global has listed on its Website. In addition, I have forwarded my concerns to my State Attorney General.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.
The website sells the item for less than $14.00 and they are charging me a "adjusted" price of $40.00? It appears that the company is inflating prices hoping that insurance companies would pay. I would be satisfied with either paying the amount the item is listed on their website as the screenshot provided suggests, or for the company to allow for full a return of the item (without a "restocking fee") as it has never been used. Attached is a screenshot of the website that the company directs to to purchase the item.Regards,
[redacted]
Patient: [redacted]
Patient Account Number [redacted]
Dear Ms. [redacted],
The referenced account has been adjusted to $0 with a new billig statement, with a $0 balance, has been mailed directly to you.
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 recently spoke to a representative who stated that I should not have been billed directly- or billed at all, so my bill would be zeroed out. Since I already sent a check, the representative said that it would be about a month until I got a refund. (Oddly, my bank cleared the check on the same day as this phone conversation.)This does not explain why I continued to get bills after I reminded them of the agreement that they had with the surgery center (the contractural agreement that they would not bill the patient directly). However, now that I finally got a direct number (after many many phone calls to DJO billing) I will give this number to the surgery center for other patients like me who are surprised that they got billed directly.
If I do indeed get a refund as promised (by September 3) I will accept this as a reasonable response to complaint ID [redacted], and will accept it as a satisfactory resolution. I will wait for the business to perform 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 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. i am glad the company intends to improve communications to ensure that clinicians will explain what patients are signing. That is the most important thing, and I feel as if the company did read and understand my complaint this time around, as compared to the first response in which they did not respond to that concern.
Regards,
[redacted]
Dear Revdex.com,
Attached
please find our determination to [redacted]'s 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 submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you haveraised. We regret any inconvenience you may have experienced and your accountbalance for your Wrist Support will be credited in full and your remaining balancewill be $0. Your account will be retracted from collections. Please allow at least 7days 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,Attached please find our response to Mr. [redacted] written patient complaint.
We
appreciate your allowing us the opportunity to respond to your concerns. The
feedback you provide helps us to improve the quality of our customer
service. Please know that...
customer
satisfaction is and has always been a critical component of how we do business. Sincerely,DJO Global's Patient Advocate Team May 8, 2015 [redacted] RE: Patient Account Number [redacted] Dear [redacted]: This letter confirms receipt of your written complaint filed with the San Diego CountyRevdex.com. We have carefully reviewed your son’s account and the issuesyou have raised. We regret any inconvenience you may have experienced. In regards to the pricing of your son’s Shoulder/Clavicle Stabilizing Sling concerns, 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 sawa similar product priced for less over the internet. However, ordering products throughthe Internet 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 and submitting a claim to your insurance for reimbursement. Noneof these services are available when you purchase a product over the internet yet theyare part 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 standardindustry practice. Because of your concerns, however, we are willing to make an adjustment to your son’saccount and his remaining balance will be $0. Please allow at least 7 days for thisadjustment 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
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 determination to [redacted] and [redacted]'s written
complaint. This letter along with a copy of the signed Patient Product Agreement and their Insurance Explanation of Benefits were included were mailed directly to their 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 TeamDear [redacted] & [redacted]:This letter confirms receipt of your correspondence. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced.In response to your concerns, your physician, Dr. [redacted] ordered a Maxtrax Air Walker and Achilles Wedge for you, [redacted], on January 25, 2016. After signing your Patient Agreement Form, you should have received a copy along with pink information forms. In these forms is a short list of products with their Medicare Ceiling price. DJO bills its products at the allowed Medicare rate, which is the rate that Medicare has established as appropriate and acceptable for such items. We understand that you saw the product priced for less over the internet. However, ordering products through the Internet is in no way comparable to providing these products to patients directly. Internet pricing does not account for additional costs for services related to ensuring immediate availability, proper fit and sizing, submitting a claim to insurance payors for reimbursement, and any necessary follow-up with the patient to ensure that the brace is working well. None of these services are available when you purchase a product over the internet yet they are part 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 industry practice.We submitted a claim to your insurance which they covered your Maxtrax Walker Boot and Achilles Wedge and applied the allowable amount towards your annual deductible. As a measure of goodwill, we are willing to credit your account by 40% leaving you with a remaining balance of $154.75, due in a onetime payment, within 21 days from the date of this letter. We understand that this balance may still represent a financial hardship and want to make you aware that we offer financial assistance to those who qualify.It is important that you contact us at [redacted] within 21 days from the date of this letter to make payment or to discuss payment options. 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]
This matter has been resolved directly with the patient.
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.
I have not received the requested copy that they say they have sent. I have called them 4 times thus far requesting this and have confirmed my address with them each time. Each time they say, "oh sorry! We see you requested it, but it didn't end up getting sent." So, I have still not received it.
Regards,
[redacted]
Thanks for reaching out to us on this matter. We believe that our price for this product is fair and appropriate. However, as a measure of goodwill, we will offer the patient a 40% discount. We will be reaching to the patient shortly to advise her of our...
determination, Regards, DJO Global
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.I think at this point I am resolved to pay DJO their proposed 40% reduced bill. Please ask them to make the adjustment and I will make a telephone payment once the adjustment is reflected on their website.
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]
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] P.S. I will wait for the April check run,if I don't receive my check I will contact you again! Thank you for your help.
Revdex.com:
The company listed in this complaint #[redacted], Better Braces, has issued a credit to my account.
Regards,
[redacted]
Dear [redacted],We have carefully reviewed your account and the issues you raised. We regret any inconvenience you may have experienced. Your account has been retracted from collections and adjusted to $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 the best,Sincerely,DJO Global Patient Advocate Team
Please accept our deepest apologies as we review this claim. I will personally ensure this is looked at closely for systematic errors and correct any process that broke down.I will correspond directly with the patient to ensure this is communicated. Sincerely,[redacted]DJO Global
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]
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.
On their Website, DJO Global has listed the exact item I received for $14.99. Yet they billed my insurance company $67.71. Why is DJO Global allowed to inflate its prices for consumers who have insurance?This type of business practice is why the cost of insurance in America has skyrocketed. I would be more than happy to pay the price DJO Global has listed on its Website. In addition, I have forwarded my concerns to my State Attorney General.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.
The website sells the item for less than $14.00 and they are charging me a "adjusted" price of $40.00? It appears that the company is inflating prices hoping that insurance companies would pay. I would be satisfied with either paying the amount the item is listed on their website as the screenshot provided suggests, or for the company to allow for full a return of the item (without a "restocking fee") as it has never been used. Attached is a screenshot of the website that the company directs to to purchase the item.Regards,
[redacted]
Patient: [redacted]
Patient Account Number [redacted]
Dear Ms. [redacted],
The referenced account has been adjusted to $0 with a new billig statement, with a $0 balance, has been mailed directly to you.
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 recently spoke to a representative who stated that I should not have been billed directly- or billed at all, so my bill would be zeroed out. Since I already sent a check, the representative said that it would be about a month until I got a refund. (Oddly, my bank cleared the check on the same day as this phone conversation.)This does not explain why I continued to get bills after I reminded them of the agreement that they had with the surgery center (the contractural agreement that they would not bill the patient directly). However, now that I finally got a direct number (after many many phone calls to DJO billing) I will give this number to the surgery center for other patients like me who are surprised that they got billed directly.
If I do indeed get a refund as promised (by September 3) I will accept this as a reasonable response to complaint ID [redacted], and will accept it as a satisfactory resolution. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]