Encon Group Inc

We have reached out to the patient and asked her to contact us to help resolve this matter.Thank you

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
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 I will see if the other department contacts me They are the ones that keep stalling the payment and blaming it on the Vista office
Regards,
*** ***

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
DJO says that they have attempted to call me, but they have notThere are no missed calls on my phone and no voice mails. I have spoken to them many times, so I am pretty sure they have my phone number.I trust that you will pass this number along to the business, and not post it on the web siteMy phone number is *** They don't state why they need to speak on the phone with me, but the date of the "transaction" (when I received the wrist brace) was 10/30/ The location was the *** *** ***,?in *** ***Perhaps that will answer some of their questions.Sincerely,*** *** ** Additionally, I have still not received the document they claimed to have sent to me, either time that I requested (early May and then early June,
Regards,
*** ***

In this particular case, the patient received a bill for $which was the adjusted price after the contractual allowance from BCBSI will also write Ms*** and explain further. *** ***

Please see the attached Determination LetterJuly , 2015*** *** *** *** ** ***RE: Patient Account Number ***Dear *** ***:This letter confirms receipt of your correspondence with the Revdex.comWe havecarefully reviewed your account and the issues you have raisedWe 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 guidelinesTo 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 itselfIt 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 directlyThere 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 companyWe 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 planYour insurance determinedyour responsibility for the claim to be $We are in receipt of your $payment, thankyouAs a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within days from the date of this letterShould this balance representa financial hardship, we do offer financial assistance to those who qualify.It is important that you contact us at *** within days from the date of this letter tomake payment or to discuss payment optionsWe strive to ensure that all of our customershave favorable experiences with our companyWe value your input and use all such feedback inour continuous improvement effortsThank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team

RE: Patient Account
Number ***
Dear *** ***,
This letter confirms receipt of your correspondence with the
Revdex.comWe have carefully reviewed your account and the issues
you have raisedWe regret any inconvenience you may have experienced and
your
account balance for your Pneumatic Walking Boot will be credited in full and
your remaining balance will be $Please
allow at least days for this adjustment to be reflected on your DJO account
statement
Since your Pneumatic Walking Boot is a single patient use
item, we are unable to accept the return after you wore the brace for days
Please keep the brace or discard as you see fit
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

Mr***, I appreciate your response as well as your position on the pricingOn the back of the form you signed during your visit to the clinic is an estimated cost per Medicare AllowablesThe Medicare Code for the product you received, which was also provided to you on your receipt, is an ***So while the clinic did not communicate this to you directly, DJO does provide this to all patientsA blank copy of this Form is attachedAs I mentioned the expense of providing clinics with product to be readily available for all patients, at no cost to anyone until the insurance is charged, is prohibitive to matching a straight online priceAs such the best we can offer you is considered our Time of Service price which is a 40% discount off of the $we billed to your insurance, or $With that, we would reverse the deductible applied to your policy by ***Please let us know how you would like to proceedYou can also call our customer support team at *** and they can process the payment but before this, we will need to know how you wish to proceed with ***Kind Regards,Tell us why here

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 want the issue resolved and all they are doing is giving excuses.
Regards,
*** ***

January
14,
*** ** ***
*** *** ***
*** ** ***
RE:
Minor Patient’s Account Number ***
Dear
*** ** ***
On
January 11, we sent you a letter notifying you of our final determination
on the written complaint we received from the Revdex.com on
December 30, To clarify, the above claim is for your minor daughter
We
regret that we were unable to resolve this matter in your favor and that you
remain dissatisfied with our decision.
However, the determination stated in our January 11, 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

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,
*** ***

I have emailed Mr*** and explained that according to his insurance through ***, and our contract with this carrier, the amount owed is his deductible responsibility according to ***Further, DJO is committed to reeducating the clinic he was seen at to help avoid this type of incident in
the futurei have also invited Mr*** to call me directly if he has additional questions. Sincerely,*** ***

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 I have received the check from this company on 10/5/
Regards,
*** ***

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
In
reviewing your account, on December 31,
our office received an order for a
DonJoy OA FullForce Knee BraceIn this order is a Patient Product Agreement
and RX Form with the prescription section signed by Dr*** *** dated December
29, and your signature dated December 09, authorizing DJO to ship the
product to your home addressWe verified benefits for the upcoming year when
the product would be shipped to youAlthough you were fitted for a DonJoy QA
FullForce Knee Brace and authorized DJO to ship the brace to you on the 9th,
we had not yet received the order to send a product to youThis form is
enclosed in the letter being mailed to your home addressDr***’s office
and our field service staff has been formally asked to submit prompt orders for
their patients
In response
to your concern, and to clarify, “date of
service” is defined as the date a patient physically takes possession of
their Durable Medical Equipment; therefore since you had not actually received
your knee brace yet, we are required to bill your insurance with the date you
actually receive the brace.
Should
you wish to obtain a DonJoy OA FullForce Knee Brace, your prescription is valid
for daysTherefore you can contact our office and ask that account ***
be reopened and benefits reverifed for your out of pocket expense by calling
***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Problem: I had received a neck brace on April by DJOThe brace was defective and I did not use itI contacted DJO and asked them not to bill me for itThey did bill me anyway for the amount of $and at that time I filled a complaint with Revdex.comSubsequently their custome service notified me with a letter stating that I would not have to pay anythingI received a notification from a collection agency dated January 28,to pay this amountI contacted DJO customer service again and I cannot get a response from them.Desired Outcome: I think I should not have to pay the amount above, it should be removed from the collection agency, there should be no reporting to credit agenciesThank you.
Regards,
*** ***

This matter has been resolved. The patient may call our billing department for an update

Our billing office has attempted to contact the patient several times to resolve this matter, but he hangs up the phone on themPlease ask the patient to contact our billing office (the phone number is included on his billing statement) so that we can address his complaint and handle his bill.Thank
you

Revdex.com:
The business response was in the format of an attachment that I did not get. I do not know what the business response was.
Regards,
*** ***

We have contacted the patient via email and confirmed the network status of her insuranceWe are voiding the claim and offering to have the patient return the product to the clinicWe are also reducating the clinic to the policies surrounding this particular *** insurance plan.*** ***

We have contacted the patient and resolved this matter