Dear [redacted]In our orginal response letter, attached, we informed you that your account will be credited in full and adjusted to $0. A copy of this letter has also been mailed to your home address.We hope this has brought
the clarification needed for a better understanding of this matter. The
determination stated in this letter is our final decision.Sincerely,DJO Global Patient Advocate TeamAugust 5, 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted],This letter confirms receipt of your correspondence with the Better BusinessBureau in San Diego County. We have carefully reviewed your account and theissues you have raised. We regret any inconvenience you may have experienced andyour account balance for your crutch will be credited in full and your remainingbalance will be $0. Please allow at least 7 days for this adjustment to be reflected onyour 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
We are reviewing the claim detail now and will respond directly to the patient as soon as we hear back from our billing agents. Thank you,[redacted]DJO Global
Dear Revdex.com Associate, DJO Global's Patient Advocate Team has been unable to locate [redacted]'s account with the information provided. The attached email has been sent to her personally requesting additional account information. Upon receipt, we will be able to review her account and address...
her concerns. Addressing patient complaints is never a simple issue.
There are usually many factors that need to be considered and 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 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.
It is clear by their responses that DJO wants to continue misleading the customer by not communicating their fees within good faith practices: those patients who have high deductibles and are not covered by insurance. Please note on the attached PDF that the term "discount" is used multiple times and, again, is misleading because it doesn't relate to actual retail costs of the medical device(s) in question -- additionally, the "discount" prices were NOT posted in the healthcare provider's office in any area that I was aware of or notified about.This issue would be rectified if DJO would simply revise their terminology on their receipt of services form and educate the healthcare providers with appropriate disclosure information to inform the patients. And yet they refuse to do so. Given the amount of Revdex.com complaints about this company, it amazes me that they have the Revdex.com rating that they do.
Regards,
[redacted]
January 12, 2015[redacted]RE: Patient Account Number [redacted]Dear [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.In response to your concern, and as a measure of goodwill, we are willing to credityour account by 40% leaving you with a remaining balance of $75.00, due in aonetime payment, within 21 days from the date of this letter. We understand thatthis balance may still represent a financial hardship and want to make you awarethat 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 ofthis letter to make payment or to discuss payment options. We strive to ensure thatall of our customers have favorable experiences with our company. We value yourinput and use all such feedback in our continuous improvement efforts. Thank youfor choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Teamcc: Revdex.com
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 will accept the response when the company has made contact and started working on closing and zeroing out the balance of the account. So far the company has not made any attempt to reach me about Acct# [redacted]-[redacted].]
Regards,
[redacted]
We apologize for the delay in our response as it took some time to investigate this matter and conduct our due diligence. As a result of your input and the findings from our review, we have voided the balance on your account and will issue any applicable refunds. We regret any...
inconvenience to you that this matter may have caused. Sincerely, DJO
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,
Attached
please find our determination letter to [redacted] addressing her concerns. 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 with the Better BusinessBureau. We have carefully reviewed your account and the issues you have raised.We regret any inconvenience you may have experienced and your duplicate accountfor your knee brace will be voided. The account will be credited in full and yourremaining balance will be $0. Please allow at least 7 days for this adjustment to bereflected 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
February 24, 2015[redacted]
[redacted]
[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Better BusinessBureau of San Diego County. We have carefully reviewed your account and theissues...
you have raised. We regret any inconvenience you may have experienced andyour account balance for your Reaction Knee Brace will be credited in full and yourremaining balance will be $0. We are also retracting our claim from your insurance,Cigna. Please allow at least 7 days for this adjustment to be reflected on your DJOaccount 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 response to [redacted]'s complaint.
Please contact me directly should you have any questions or concerns. The patient may call our billing office to further discuss his payment options at 888-225-4398.
Sincerly,
[redacted], DJO Corporate...
Compliance Support Associate
August 28, 2014
[redacted] Park Drive
Houston, TX [redacted]
RE: Patient Account Number [redacted]K
Dear [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 concern, we submitted a claim to your insurance company, in which they applied the contracted allowed amount towards your yearly deductible.As a measure of goodwill, we are willing to credit your account by 40% leaving you with a remaining balance of $128.95, 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 888-225-4398 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
HI, We have tried to reach the patient at the provided number ( [redacted]) and we have been advised this is the incorrect number. Please have the patient contact me directly at [redacted] Ext [redacted]. I am in the office Monday through Friday 8am to 4:30 PM EST. Thank You,[redacted]Patient Liaison
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 wish to reject DJO Global's proposed resolution to this complaint based on the following;I do not believe they read my complaint because this situation arrives out of medical treatment for my daughter, a female, not my son as their response indicates. If they read it, they saw I indicated that this does not involve Medicare. In addition, I indicated what they claim to collect from Medicare for this $10. item does not concern me. I asked to be spared the form letter saying so along with the idea that submitting a claim to [redacted] they know will be denied, somehow benefits me more than just telling the truth in the emergency room after reviewing my insurance. While I appreciate their measure of goodwill by reducing their demand by 40% to $70.94, this still represents over 700 percent of the retail price for this product and similar items in stock at local retailers.I am willing to accept a corrected bill for $14., based on my original offer to pay the retail price of $10., and an additional 40% as my own goodwill gesture. Respectfully, [redacted]
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 filed a complaint with the Revdex.com regarding a dispute with a walking boot. The company agreed to withdraw their attempts to collect $168.61 balance on my account. That was months ago. I have called the company numerous times. No one there has a clue about any other portion of their company. They promise to take care of it and don't. I am still receiving bills from this company. Ridiculous.
Seriously. Just zero my account and send me a confirmation letter/bill proving you have done what you said you would do. Tired of this situation.
Dear [redacted],The purpose of this response is to provide you with
confirmation of your written complaint. We are unable to locate the account you are referring to. To enable us to look into your
concerns, please provide the following...
information:
DJO Account Number: Name of Prosthetic device: Date of Service on the bill:
Addressing patient complaints is never a simple issue.
There are usually many factors that need to be considered and 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. We do appreciate your input and thank you for your patience.
Sincerely,
DJO Global Patient Advocate Team
Dear [redacted]In our orginal response letter, attached, we informed you that your account will be credited in full and adjusted to $0. A copy of this letter has also been mailed to your home address.We hope this has brought
the clarification needed for a better understanding of this matter. The
determination stated in this letter is our final decision.Sincerely,DJO Global Patient Advocate TeamAugust 5, 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted],This letter confirms receipt of your correspondence with the Better BusinessBureau in San Diego County. We have carefully reviewed your account and theissues you have raised. We regret any inconvenience you may have experienced andyour account balance for your crutch will be credited in full and your remainingbalance will be $0. Please allow at least 7 days for this adjustment to be reflected onyour 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
We are investing the possible duplicate payment right away! I will personally respond to the patient and follow up with confirmation.[redacted]
We are investing this now and will respond directly to the patient as soon as we have our end completed.
We are reviewing the claim detail now and will respond directly to the patient as soon as we hear back from our billing agents. Thank you,[redacted]DJO Global
Dear Revdex.com Associate, DJO Global's Patient Advocate Team has been unable to locate [redacted]'s account with the information provided. The attached email has been sent to her personally requesting additional account information. Upon receipt, we will be able to review her account and address...
her concerns. Addressing patient complaints is never a simple issue.
There are usually many factors that need to be considered and 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 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.
It is clear by their responses that DJO wants to continue misleading the customer by not communicating their fees within good faith practices: those patients who have high deductibles and are not covered by insurance. Please note on the attached PDF that the term "discount" is used multiple times and, again, is misleading because it doesn't relate to actual retail costs of the medical device(s) in question -- additionally, the "discount" prices were NOT posted in the healthcare provider's office in any area that I was aware of or notified about.This issue would be rectified if DJO would simply revise their terminology on their receipt of services form and educate the healthcare providers with appropriate disclosure information to inform the patients. And yet they refuse to do so. Given the amount of Revdex.com complaints about this company, it amazes me that they have the Revdex.com rating that they do.
Regards,
[redacted]
January 12, 2015[redacted]RE: Patient Account Number [redacted]Dear [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.In response to your concern, and as a measure of goodwill, we are willing to credityour account by 40% leaving you with a remaining balance of $75.00, due in aonetime payment, within 21 days from the date of this letter. We understand thatthis balance may still represent a financial hardship and want to make you awarethat 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 ofthis letter to make payment or to discuss payment options. We strive to ensure thatall of our customers have favorable experiences with our company. We value yourinput and use all such feedback in our continuous improvement efforts. Thank youfor choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Teamcc: Revdex.com
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 will accept the response when the company has made contact and started working on closing and zeroing out the balance of the account. So far the company has not made any attempt to reach me about Acct# [redacted]-[redacted].]
Regards,
[redacted]
That is quiet a run of events and honestly, a big miss on our part. I will call Mrs. [redacted] to follow up.[redacted]
We apologize for the delay in our response as it took some time to investigate this matter and conduct our due diligence. As a result of your input and the findings from our review, we have voided the balance on your account and will issue any applicable refunds. We regret any...
inconvenience to you that this matter may have caused. Sincerely, DJO
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,
Attached
please find our determination letter to [redacted] addressing her concerns. 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 with the Better BusinessBureau. We have carefully reviewed your account and the issues you have raised.We regret any inconvenience you may have experienced and your duplicate accountfor your knee brace will be voided. The account will be credited in full and yourremaining balance will be $0. Please allow at least 7 days for this adjustment to bereflected 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
February 24, 2015[redacted]
[redacted]
[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Better BusinessBureau of San Diego County. We have carefully reviewed your account and theissues...
you have raised. We regret any inconvenience you may have experienced andyour account balance for your Reaction Knee Brace will be credited in full and yourremaining balance will be $0. We are also retracting our claim from your insurance,Cigna. Please allow at least 7 days for this adjustment to be reflected on your DJOaccount 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 response to [redacted]'s complaint.
Please contact me directly should you have any questions or concerns. The patient may call our billing office to further discuss his payment options at 888-225-4398.
Sincerly,
[redacted], DJO Corporate...
Compliance Support Associate
August 28, 2014
[redacted] Park Drive
Houston, TX [redacted]
RE: Patient Account Number [redacted]K
Dear [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 concern, we submitted a claim to your insurance company, in which they applied the contracted allowed amount towards your yearly deductible.As a measure of goodwill, we are willing to credit your account by 40% leaving you with a remaining balance of $128.95, 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 888-225-4398 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
HI, We have tried to reach the patient at the provided number ( [redacted]) and we have been advised this is the incorrect number. Please have the patient contact me directly at [redacted] Ext [redacted]. I am in the office Monday through Friday 8am to 4:30 PM EST. Thank You,[redacted]Patient Liaison
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 wish to reject DJO Global's proposed resolution to this complaint based on the following;I do not believe they read my complaint because this situation arrives out of medical treatment for my daughter, a female, not my son as their response indicates. If they read it, they saw I indicated that this does not involve Medicare. In addition, I indicated what they claim to collect from Medicare for this $10. item does not concern me. I asked to be spared the form letter saying so along with the idea that submitting a claim to [redacted] they know will be denied, somehow benefits me more than just telling the truth in the emergency room after reviewing my insurance. While I appreciate their measure of goodwill by reducing their demand by 40% to $70.94, this still represents over 700 percent of the retail price for this product and similar items in stock at local retailers.I am willing to accept a corrected bill for $14., based on my original offer to pay the retail price of $10., and an additional 40% as my own goodwill gesture. Respectfully, [redacted]
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 filed a complaint with the Revdex.com regarding a dispute with a walking boot. The company agreed to withdraw their attempts to collect $168.61 balance on my account. That was months ago. I have called the company numerous times. No one there has a clue about any other portion of their company. They promise to take care of it and don't. I am still receiving bills from this company. Ridiculous.
Seriously. Just zero my account and send me a confirmation letter/bill proving you have done what you said you would do. Tired of this situation.
Regards,
[redacted]
Dear [redacted],The purpose of this response is to provide you with
confirmation of your written complaint. We are unable to locate the account you are referring to. To enable us to look into your
concerns, please provide the following...
information:
DJO Account Number: Name of Prosthetic device: Date of Service on the bill:
Addressing patient complaints is never a simple issue.
There are usually many factors that need to be considered and 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. We do appreciate your input and thank you for your patience.
Sincerely,
DJO Global Patient Advocate Team