July 29, 2015[redacted]RE: Patient Account Number [redacted] Dear [redacted],This letter confirms receipt of your correspondence with the Revdex.com.We have carefully reviewed your son's account and the issues you have raised. Weregret any inconvenience you may have experienced.We provided your son with the wrist brace because it was prescribed to him by yourdoctor. DJO is the provider of the product that he received and we bill separately fromyour physician. Our billing records indicate we submitted a claim to your insurancecompany, in which they denied covereage of the wrist brace as non covered under yourbenefit plan. The balance of $67.71 on your account was determined as patientresponsibility by your insurance.In response to your concern regarding internet pricing, please be aware that orderingproducts through the Internet is not comparable to providing these products to patientsdirectly. There are many factors that determine pricing for a product. Internet pricingdoes not account for additional costs for services related to ensuring proper fit andsizing, submitting a claim to insurance payers for reimbursement, and/or administrativecosts associated with on-site services.As a measure of goodwill, we are willing to credit your account by 40% leaving you witha remaining balance of $40.63, due in a onetime payment, within 21 days from the dateof this letter. We understand that this balance may still represent a financial hardshipand 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 thisletter to make payment or to discuss payment options. We strive to ensure that all ofour customers have favorable experiences with our company. We value your input anduse all such feedback In our continuous improvement efforts. Thank you for choosingDJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
We have received your complaint and reviewed your concerns. We provided you with these splints based on an order from your treating physician, Dr. [redacted]. The documentation you received and signed outlines the company’s return policy and your obligations to make payment on any...
applicable coinsurancedue. We are willing to offer you a 40% discount as a measure of goodwill, but you will remain responsible for the balance. Please contact the billing office (number provided on your statement) for your new balance. Kind regards,DJO
Dear Revdex.com Associate,Attached please find a copy of the letter, mailed to Ms. [redacted] on July 22, 2015 and again today July 30, 2015. In our letter, we have addressed that while the patient received one product, there are two districtive billing codes for the product. The Reaction Knee Brace that she received was billed using the HCPCS base code
of L1810, indicating “knee orthoses, elastic with stays, prefabricated” and
HCPCS Code L2795, indicating “knee control” which is not an "option"
that the physician selects for this product; rather, it is a basic feature of
the product itself. It is not possible to order the brace without this
particular knee control feature as it is an integral component of the brace.Are you able to assist her in opening the attachments from your web site?Sincerely,DJO Global Patient Advocate TeamJuly 22 , 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Revdex.com. We havecarefully reviewed your account and the issues you have raised. We regret any inconvenienceyou may have experienced.In regard to your concern, DJO, LLC is committed to ensuring that its products are appropriatelycoded in accordance with the Healthcare Common Procedure Coding Systems (HCPCS) Level IICode and Description billing guidelines. To clarify, the Reaction Knee Brace that you receivedwas billed using the HCPCS base code of L1810, indicating “knee orthoses, elastic with stays,prefabricated” and HCPCS Code L2795, indicating “knee control” which is not an "option" thatthe physician selects for this product; rather, it is a basic feature of the product itself. It is notpossible to order the brace without this particular knee control feature as it is an integralcomponent of the brace.Please be aware that ordering products through the Internet is not comparable to providingthese products to patients directly. There are many factors that determine pricing for a product.Internet pricing does not account for additional costs for services related to ensuring proper fitand sizing, submitting a claim to insurance payors for reimbursement, and/or administrativecosts associated with on-site services.As you are aware, we submitted a claim to your insurance company. We bill our products at aMedicare established reimbursement rate and health plans reimburse at a contracted rate.Your insurance company covered your Reacton Knee Brace and applied the DJO contracted ratetowards the yearly deductible and coinsurance on your policy plan. Your insurance determinedyour responsibility for the claim to be $144.42. We are in receipt of your $20.00 payment, thankyou. As a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within 21 days from the date of this letter. Should this balance representa financial hardship, we do 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 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
Attached please find a copy of the letter we previously mailed to Ms. [redacted] as a response to her written complaint,Sincerely,DJO Patient Advocate TeamThis 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. Your accountbalance for your Wrist/Hand Orthosis is currently $0. Our Accounts PayableDepartment, here in Vista, confirmed the receipt of a refund to be made during ourApril check run and mailed directly to you in the amount of $124.88.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 your patience and choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
July 29, 2015[redacted]RE: Patient Account Number [redacted] Dear [redacted],This letter confirms receipt of your correspondence with the Revdex.com.We have carefully reviewed your son's account and the issues you have raised. Weregret any inconvenience you may have experienced.We provided your son with the wrist brace because it was prescribed to him by yourdoctor. DJO is the provider of the product that he received and we bill separately fromyour physician. Our billing records indicate we submitted a claim to your insurancecompany, in which they denied covereage of the wrist brace as non covered under yourbenefit plan. The balance of $67.71 on your account was determined as patientresponsibility by your insurance.In response to your concern regarding internet pricing, please be aware that orderingproducts through the Internet is not comparable to providing these products to patientsdirectly. There are many factors that determine pricing for a product. Internet pricingdoes not account for additional costs for services related to ensuring proper fit andsizing, submitting a claim to insurance payers for reimbursement, and/or administrativecosts associated with on-site services.As a measure of goodwill, we are willing to credit your account by 40% leaving you witha remaining balance of $40.63, due in a onetime payment, within 21 days from the dateof this letter. We understand that this balance may still represent a financial hardshipand 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 thisletter to make payment or to discuss payment options. We strive to ensure that all ofour customers have favorable experiences with our company. We value your input anduse all such feedback In our continuous improvement efforts. Thank you for choosingDJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
We have received your complaint and reviewed your concerns. We provided you with these splints based on an order from your treating physician, Dr. [redacted]. The documentation you received and signed outlines the company’s return policy and your obligations to make payment on any...
applicable coinsurancedue. We are willing to offer you a 40% discount as a measure of goodwill, but you will remain responsible for the balance. Please contact the billing office (number provided on your statement) for your new balance. Kind regards,DJO
Dear Revdex.com Associate,Attached please find a copy of the letter, mailed to Ms. [redacted] on July 22, 2015 and again today July 30, 2015. In our letter, we have addressed that while the patient received one product, there are two districtive billing codes for the product. The Reaction Knee Brace that she received was billed using the HCPCS base code
of L1810, indicating “knee orthoses, elastic with stays, prefabricated” and
HCPCS Code L2795, indicating “knee control” which is not an "option"
that the physician selects for this product; rather, it is a basic feature of
the product itself. It is not possible to order the brace without this
particular knee control feature as it is an integral component of the brace.Are you able to assist her in opening the attachments from your web site?Sincerely,DJO Global Patient Advocate TeamJuly 22 , 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Revdex.com. We havecarefully reviewed your account and the issues you have raised. We regret any inconvenienceyou may have experienced.In regard to your concern, DJO, LLC is committed to ensuring that its products are appropriatelycoded in accordance with the Healthcare Common Procedure Coding Systems (HCPCS) Level IICode and Description billing guidelines. To clarify, the Reaction Knee Brace that you receivedwas billed using the HCPCS base code of L1810, indicating “knee orthoses, elastic with stays,prefabricated” and HCPCS Code L2795, indicating “knee control” which is not an "option" thatthe physician selects for this product; rather, it is a basic feature of the product itself. It is notpossible to order the brace without this particular knee control feature as it is an integralcomponent of the brace.Please be aware that ordering products through the Internet is not comparable to providingthese products to patients directly. There are many factors that determine pricing for a product.Internet pricing does not account for additional costs for services related to ensuring proper fitand sizing, submitting a claim to insurance payors for reimbursement, and/or administrativecosts associated with on-site services.As you are aware, we submitted a claim to your insurance company. We bill our products at aMedicare established reimbursement rate and health plans reimburse at a contracted rate.Your insurance company covered your Reacton Knee Brace and applied the DJO contracted ratetowards the yearly deductible and coinsurance on your policy plan. Your insurance determinedyour responsibility for the claim to be $144.42. We are in receipt of your $20.00 payment, thankyou. As a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within 21 days from the date of this letter. Should this balance representa financial hardship, we do 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 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
Attached please find a copy of the letter we previously mailed to Ms. [redacted] as a response to her written complaint,Sincerely,DJO Patient Advocate TeamThis 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. Your accountbalance for your Wrist/Hand Orthosis is currently $0. Our Accounts PayableDepartment, here in Vista, confirmed the receipt of a refund to be made during ourApril check run and mailed directly to you in the amount of $124.88.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 your patience and choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team