Encon Group Inc

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]

November 25, 2015

[redacted]
[redacted]
[redacted]

RE: Patient Account Number [redacted]
Dear [redacted]:
This letter confirms receipt of your correspondence made with the Revdex.com. We have carefully reviewed your account and the issues...

you have raised.
We regret any inconvenience you may have experienced,
On November 11 our billing department contacted your health insurance to submitted a claim for your May 27, 2014 Stirrup Style Ankle Support. Please allow
up to 60 days for your insurance’s determination. Once your insurance has made their determination and as a measure of goodwill, your account balance for your
Stirrup Style Ankle Support will be credited in full and your remaining balance will be $0.
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

Ms. [redacted] will have her refund this week. I am personally handling these  escalations.[redacted]DJO Global760-734-3516[redacted].[redacted]@djoglobal.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].]
Regards,
[redacted]

We are attempting to contact Mr. [redacted] now.

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

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.
The website sells the item for less than $14.00 and they are charging me a "adjusted" price of $40.00? It appears that the company is inflating prices hoping that insurance companies would pay. I would be satisfied with either paying the amount the item is listed on their website as the screenshot provided suggests, or for the company to allow for full a return of the item (without a "restocking fee") as it has never been used. Attached is a screenshot of the website that the company directs to to purchase the item.Regards,
[redacted]

We have been in contact with the consumer and believe we have satisfied his complaint and closed the issue. If there are any further details, please let us know. Kind Regards,[redacted]

Dear Revdex.com Associate,
Attached please find our determination to [redacted] and [redacted]'s written
complaint.  This letter along with a copy of the signed Patient Product Agreement and their Insurance Explanation of Benefits were included were mailed directly to their 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 TeamDear [redacted] & [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 concerns, your physician, Dr. [redacted] ordered a Maxtrax Air Walker and Achilles Wedge for you, [redacted], on January 25, 2016. After signing your Patient Agreement Form, you should have received a copy along with pink information forms. In these forms is a short list of products with their Medicare Ceiling price. DJO 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 product priced for less over the internet. However, ordering products through the Internet is in no way comparable to providing these products to patients directly. Internet pricing does not account for additional costs for services related to ensuring immediate availability, proper fit and sizing, submitting a claim to insurance payors for reimbursement, and any necessary follow-up with the patient to ensure that the brace is working well. None 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. Again, we do not bill more than the Medicare allowable and our approach is standard industry practice.We submitted a claim to your insurance which they covered your Maxtrax Walker Boot and Achilles Wedge and applied the allowable amount towards your annual deductible. As a measure of goodwill, we are willing to credit your account by 40% leaving you with a remaining balance of $154.75, 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 [redacted] 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

We are actively working this claim and have the refund in process. I am personally following up on it.[redacted], DJO Global, Vista, CA

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.I think at this point I am resolved to pay DJO their proposed 40% reduced bill.  Please ask them to make the adjustment and I will make a telephone payment once  the adjustment is reflected on their website. 
Regards,
[redacted]

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

We are looking in to the claim and I will respond directly with the patient as I need a bit more information.[redacted]DJO Global

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

We are investing this now and will respond directly to the patient as soon as we have our end completed.

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.
Their response issue same answers I have heard for the past two months and nothing is ever resolved. Nor do I get my $150.00 refunded to me. It has now been 4 days and they've made no additional contact with me. 
Regards,
[redacted]

This matter has been resolved directly with the patient.

I have escalated this claim and will have a reply by Monday.Ms. [redacted], I will email you directly as soon as I hear back from the accounting team. Our deepest apologies for this unacceptable error![redacted]
DJO Global HeadquartersVista, CA

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]