Encon Group Inc

Revdex.com:
I have not been contacted by this company and no resolution has been obtained to this complaint
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Dear *** ***:
The purpose of this email is to provide you with receipt
confirmation of your written complaint, made to the Revdex.comTo
enable us to look into your concerns, please provide the following
information:
Name of the patient the product is intended for:
Name of the Order/Billing Physician:
Account Number:
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

We have attempted to reach this patient by phone to resolve this matter but have not heard back from him. Please advise him to call or email *** *** for resolution*** *** T: *** Ext*** E: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Thank you for your assistance
*** ***

Mr*** and I have since spoken and I believe we have corrected the claim

We will investigate this immediately and reply directly to the patient!*** ***

We will contact the patient directly to straighten this out.*** ***DJO Global

Thank you again and please know we take every patient concern seriously! I have been the Vice President of our Field Services division for years and before that a clinician for yearsI say this only because your statement that DJO or the doctor’s office was “predatory” or that you were “scammed”, really concerns me! Our program called OfficeCare allows doctors to choose select DJO Global bracing and support devices to best fit their treatment protocolsWe place the items in their office and they dispense them to patients like you, as they deem appropriateWhen they dispense an item, the clinician should be having the patient carefully read and sign our Patient Product Agreement FormOnce that happens we bill your insurance company for the item you receivedWe honor our products with a month manufacturer warranty and we provide patients like you, days to use the productIf it doesn’t perform as the doctor expected or you’ve decided it’s not right for you, return it with no questions askedAgain, this is all explained on the form you signed but perhaps it was somehow overlookedI’ve attached a copy of our form and the cover page that explains this and moreThe form also explains that you may be responsible if your insurance does not cover the product or only covers a portion of the productYou may also have a deductible or coinsurance that you are responsible forDJO Global contracts directly with companies like *** ***, ***, *** and *** *** among others, to provide the best coverage possible for items like the wrist brace you received. As I said earlier, we’re concerned that you came away with anything less than a great experience with DJO GlobalIt’s my job to use this unfortunate event to educate our field employees and ensure our communication improvesAdditionally, we will do a better job helping the clinic personnel understand how important it is to clearly explain our billing policiesIn closing, we voided your claim all together because we felt after review, that perhaps you were not given the proper amount of information to make an informed decisionPlease accept our sincere apologies and should you have any further questions or wish to discuss anything additional, please feel free to call my direct line at: ***Sincerely,*** *** Vice President, Field ServicesDJO, LLCA DJO Global Company*** *** *** *** ** ***Tell us why here

We have been in touch with this patient and we are working out the details to get the refund processed accordingly

Dear Revdex.com Associate,Addressing patient complaints is never a simple issueThere 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 other who may have been involvedOur goal is to resolve patient
complaints promptly and in an unbiased manner.Attached please find our written response to our Customer, *** ***Early this month, we contacted her directly and resolved her concernsOur determination letter confirms our resolution.Dear *** ***:This letter confirms receipt of your correspondence to the Revdex.com.We have carefully reviewed your account and the issues you have raisedWe regretany inconvenience you may have experienced.Per our conversation with you earlier this month, due to the fact that the clinicappears to have misquoted the price of the product, and as a measure of goodwill,we are willing to refund the differenceOn November 17, 2015, your credit cardused in the transaction was credited.We strive to ensure that all of our customers have favorable experiences with ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate TeamSincerely,DJO Patient Advocate TeamRE: Patient Account Number ***
Dear *** ***:
This letter confirms receipt of your correspondence to the Revdex.com
We have carefully reviewed your account and the issues you have raisedWe regret
any inconvenience you may have experienced
Per our conversation with you earlier this month, due to the fact that the clinic
appears to have misquoted the price of the product, and as a measure of goodwill,
we are willing to refund the differenceOn November 17, 2015, your credit card
used in the transaction was credited
We strive to ensure that all of our customers have favorable experiences with our
companyWe value your input and use all such feedback in our continuous
improvement effortsThank 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 ***, 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,
*** ***

Dear Revdex.com Associate,
Attached please find a copy of our
written response to *** *** concernsA letter has been mailed directly to
her home address
Please know that customer satisfaction is and has always
been a critical component of how we do business and we continuously strive
to
consistently provide a high level of customer service to each and every one of
our customers
Sincerely,
DJO Patient Advocate TeamAugust 17, 2015*** *** * *** *** ** ***RE: Patient Account Number ***Patient Account Number ***Dear *** ***,This letter confirms receipt of your correspondence with the Revdex.com.We have carefully reviewed your accounts and the issues you have raisedWe regretany inconvenience you may have experienced.In response to your concern regarding internet pricing, please be aware that orderingproducts through the Internet is not comparable to providing these products to patientsdirectlyThere are many factors that determine pricing for a productInternet pricingdoes not account for additional costs for services related to ensuring proper fit andsizing, submitting a claim to insurance payors for reimbursement, and/or administrativecosts associated with on-site services.Your insurance covered the *** *** *** and *** *** ***, adjusted thebilled amount to our contracted allowable rate and applied the full contracted ratetowards your yearly deductibleThe balance on your accounts is your coinsurance asdetermined by your insurance companyUnder the terms and conditions of ourcontract with your insurance carrier, we are required to bill you for all applicablecoinsurance.As a measure of goodwill, we are willing to credit your accounts by 40%, leaving youwith a remaining balance of $for your *** *** *** and $for your*** *** ***, due in onetime payments, within days from the date of thisletterWe understand that this balance may still represent a financial hardship and wantto make you aware that we offer financial assistance to those who qualify.It is important that you contact us at *** within days from the date of thisletter to make payment or to discuss payment optionsWe strive to ensure that all ofour customers have favorable experiences with our companyWe value your input anduse all such feedback in our continuous improvement effortsThank you for choosingDJO.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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still have not received any refund for this complaint. The last time I heard from this business was 9/20/They stated their error and said the problem would be handled ASAPNothing has happened since that dateNo refund, no contact, nothingPlease help on your end for the next step neededThank you*** ***Complaint Number: ***

We have verified that this is an accurate claim and the services were indeed providedWe will correspond directly with the patient and mother to provide the necessary documentation.Thank you,*** ***

August 10, 2015*** *** *** *** *** *** *** ** ***RE: Patient Account Number ***Dear *** ***,This letter confirms receipt of your correspondence with the additional accountinformationWe have carefully reviewed your account and the issues you haveraisedWe regret any inconvenience you may have experienced and your accountbalance for your Deluxe Lateral * *** *** will be credited in full and yourremaining balance will be $and your account will be retracted from collections.Please allow at least days for this adjustment to be reflected on your DJO accountstatementWe strive to ensure that all of our customers have favorable experiences with ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank you for choosing DJO.We wish you all the bestSincerely,DJO Global Patient Advocate Team

We have located the error and a refund is in process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We have attempted to reach this patient several times since she filed this complaint, however she is not returning our phone callsIn order to attempt to resolve this matter, we must speak directly with the patient

RE:
Patient Account Number ***
Dear
*** ***,
This
letter confirms receipt of your correspondence with the Revdex.com
We have carefully reviewed your account and the issues you have raisedWe
regret any inconvenience you may have
experienced
We
would like to address your concern regarding the pricing of the crutch and
pneumatic walking boot you receivedDJO 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 products priced for less over the internet. However, ordering
products through the Internet is in no way comparable to providing these
products to patients directlyInternet pricing does not account for additional
costs for services related to ensuring proper fit and sizing, submitting a
claim to insurance payors for reimbursement, and any necessary follwith
the patient to ensure that the brace is working wellNone 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
We
submitted a claim to your health insurance to which the full allowable amount
was applied towards your deductible, totaling $As a measure of goodwill, we are willing to credit
your account by 40% leaving you with a remaining balance of $156.25, due in a
onetime payment, within days from the date of this letterWe 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 ***
within days from the date of this letter to make payment or to discuss
payment optionsWe 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