Encon Group Inc

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 have determined that this proposed action would not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.
 Ok here is my responsibility:I never received any calls or messages/voicemails from DJO global. The issue isn't resolvedRegards,
[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]  P.S. I will wait for the April check run,if I don't receive my check I will contact you again! Thank you for your help.

There was most definitely an error on this claim and it was inadvertently sent to our collections team but it was also pulled back after they realized we had the wrong address. I will communicate directly with the patient to help resolve this claim.

Revdex.com:The business contacted me (in reference to complaint ID [redacted]) and removed the collection notice as well as sent me a bill.  I have since paid the outstanding bill.
Assuming the payment...

has been processed, I find that this resolution would be satisfactory to me. 
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]

Dear Revdex.com,
Attached
please find our determination to [redacted] concerns regarding her DJO Global
account. Complaints are never a simple issue as there are usually many factors
that need to be considered. 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.
Sincerely,
DJO Patient
Advocate TeamDear [redacted],This letter confirms receipt of your correspondence. We have carefully reviewedyour account and the issues you have raised. We regret any inconvenience you mayhave experienced and your account balance for your [redacted] Knee Braces willbe credited with a full refund and your remaining balance will be $0. Please allow atleast 28 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 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

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 will research this right away and get back in touch with the customer

That is quiet a run of events and honestly, a big miss on our part. I will call Mrs. [redacted] to follow up.[redacted]

Dear Revdex.com Associate,Attached please find our written response to [redacted]'s concerns.
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.
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

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 have been told for the last 7 weeks that "someone is working on this"- but there has been no resolution. I do not understand why it is so difficult to process this refund. I provided documents from the start that clearly outline this bill was double paid, I was promised a refund, so there should be no issue in providing a refund. I was told the refund would be issued 30 days from 8/7/2017 and yet I still do not have it. I don't believe anyone has been actively working on this. I would like a written explanation as to why this is taking so long or what they are doing to "actively work" on this. ]
Regards,
[redacted]

Dear Revdex.com, Attached please find our determination to [redacted]'s concerns regarding the his wife's account. We have addressed the letter directly to [redacted], the patient, as compliants are never a simple issue. There are ususally many factors that need to concidered and we make our best effort...

to understand th 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.Sincerly,DJO Patient Advocate Team Dear [redacted]:This letter confirms receipt of your husband [redacted]’s correspondence with the BetterBusiness Bureau. We have carefully reviewed your account and the issues [redacted]raised. We regret any inconvenience you and [redacted] may have experienced and youraccount balance for your Stabilizing Pro Ankle will be credited in full and yourremaining balance will be $0. Please allow at least 7 days for this adjustment to bereflected on your 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

We're really sorry for the bed experience you've had with DJO. I will dig in to your claim ASAP and respond directly.[redacted]
DJO

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.
Regards,
[redacted]

Please accept our deepest apologies as we review this claim. I will personally ensure this is looked at closely for systematic errors and correct any process that broke down.I will correspond directly with the patient to ensure this is communicated. Sincerely,[redacted]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]

We discovered this claim within one of our other departments. Our deepest apologies for the error on our behalf! I have an urgent note to that team to respond directly to Ms. [redacted], ASAP.[redacted], DJO Global, Vista Ca.

We apologize for this error.  This was a duplicate claim and was entered twice.   Original claim with TOS was posted and closed on 12/5/17.    Duplicate claim is confirmed closed as of 3/28/18.

Dear Revdex.com Associate, DJO Global's Patient Advocate Team has been unable to locate [redacted]'s account with the information provided. The attached email has been sent to her personally requesting additional account information. Upon receipt, we will be able to review her account and address...

her concerns. 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.
 Sincerely, DJO Global Patient Advocate Team