Encon Group Inc

We are researching why this payment was not accurately recognizedI will follow up immediately and respond to the patient with confirmation of payment.*** ***

This matter has been resolved with directly with the patient

We have resolved this matter with the patient to his satisfaction. Thank you for the opportunity to respond

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 called to pay today and ***, the CSR I spoke to (and nicest one so far), said that this discount hadn't been applied to the account yet).With that being said, I am still concerned about the business practices of DJO that seem to violate basic business and healthcare ethicsI would like to see DJO reevaluate the way they do business to include the price of the items on the forms the patient signs when receiving the items, or at least provide a bill/invoice before the day return window is closedTheir current business practices put their clients in a difficult financial positionUnless their business practices change I will not be doing business with them again and cannot recommend this company to others. 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,
*** ***

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 even though it states I received documentation, which I never did I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

In this particular case, we communicated to Ms*** that we are contracted with her BCBS planThe wrist brace was billed to
BCBS at $and reduced by $as a contractual allowance, leaving her with a balance of $which was applied to her deductibleOnce we bill a contracted insurance and they accept the claim, even when the remaining balance goes to the patient as a deductible, we cannot reduce the owed amountIt would actually be a violation of our contract with BCBS to refund or void this claimRespectfully, the remaining balance is $40.00.DJO Global

We understand that the pricing of medical products can be an area of confusion when compared to online or retail pricingWe also realize patients may not expect a bill from a 3rd party for a product received at their doctor’s officeDJO is a longstanding accredited Medicare supplier who is also
contracted with hundreds of private insurance carriersWhether billing Medicare or private insurance companies, DJO Global is always held to a strict set of standards that govern how we bill patients for coinsurance or deductible responsibilitiesOur pricing is established from product codes and rates that are set by the federal government and used throughout the industry as a standard practiceWhen a doctor prescribes an item from DJO Global through our OfficeCare™ program, as a rule the patient is first medically assessed to determine the best product for their condition or injuryAfter being fit by a professional and instructed on the proper use and care of the device, the patient could take the item and use it immediately, with no out of pocket cost during their visitAfter receiving a product and signing our Patient Agreement Form, DJO collects information required by the insurance plan to submit a claim on behalf of the patientIt can then be weeks or in some cases months before the insurance company reviews the claim and responds to DJOAfter a response and payor instructions are received we then bill the policy holder for their individual plan responsibilitiesAs a result there are significant costs associated with providing products in the doctor’s office along with insurance claim filing servicesIn contrast, when buying a product through the internet there are no billing services available and nothing goes toward satisfying deductibles or coinsurance. The patient would select and buy the product online then wait for it to arrive. If the wrong product arrives or it does not fit, the patient would have to return the item and wait for a replacement while the injury or condition goes untreatedIn summary, items purchased on the internet do not contain any of the billing or supply costs mentioned above which is why online pricing can be and typically is much lower.In closing, we are very sorry if there was a misunderstanding due to the claim filing and we are happy to review the process of any patients' experiencePlease feel free to email [email protected], at the corporate offices of DJO Global if you would like additional informtion.Kind Regards

Revdex.com: complaint ID [redacted], I still do not see an attachment or have not rec'd personal response from the business.  However in reading their partial response to Revdex.com, they do state that the copy of product agreement was included in response to me.  I have the product agreement and in my Revdex.com complaint I state that the conflicting information was entered after I signed.  My original copy does not show me paying for two products as they state theirs does.  To send me a copy of their product agreement that is different is not helpful, if this is all they have chosen to do. 
[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]

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

Dear [redacted],This letter confirms receipt of your correspondence with the Revdex.com. We have carefully reviewed your account and the issues you have raised. We regret any inconvenience you may have experienced.DJO bills separately from your physician/clinical office with the...

insurance information provided to us. The initial insurance denied the claim due to no active coverage. Once we obtained your active insurance carrier information, we submitted claim, which was also not covered, indicating we needed to submit a claim to Scripps. Following those directions, we filed another claim. On December 9th, during a claim status, we were told no claim was on file and given another address to submit claims to which we submitted another claim. Just recently, the claim denied as not being filed in a timely manner. Your account balance for your DJO – ProCare 3-Panel Knee Splint Lofton Duer, Universal will be credited in full and your remaining balance will be $0. Please allow at least 7 days for this adjustment to be reflected on your DJO account statement.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]

Please accept our deepest apologies for any oversight. I will make sure to expedite the remaining refund.[redacted]
DJO Global

Dear Revdex.com Associate, 
Attached please find our determination to [redacted] written
complaint. Due to HIPAA, we are not attaching the minor child's Patient Product Agreement Form with this response. However, a copy has been made with a letter to [redacted] at his 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 Team

As requested, we sent the patient a copy of the Patient Agreement form that she signed to indicate receipt of the product and understanding of her financial obligations. We have not heard further from the patient.

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.
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]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not recognize the phone number from Ms. [redacted] when she called and therefore, did not answer that call. Like is common, I receive calls from many tele-marketers. If I don't recognize a phone number, I don't answer the call. I do, however, consider this complaint to be resolved as of this date.  This was after my contacting the Orthopaedist, Dr. [redacted] and speaking with the manager of their billing office, [redacted], a second time. She advised me that they resolved the bill with DJO LLC and that I should receive no further bills. As of this date, I have received no further bills from DJO LLC. I will continue to monitor the business to see that they performed this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]