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]

Dear [redacted],We have carefully reviewed your account and the issues you raised. We regret any inconvenience you may have experienced. Your account has been retracted from collections and adjusted to $0.We strive to ensure that all of our customers have favorable experiences with our company.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 the best,Sincerely,DJO Global Patient Advocate Team

Please accept our apologies and rest assured, we will fully review the claim and get to you shortly with a resolution and explanation.  Thank you for letting us know,[redacted]

Dear Revdex.com Associate,Our DJO Patient Advocate Team was able to reach out to the patient's mother and obatin the information necessary to submit a claim to her insurance. Attached please find  a copy of the letter we have submitted directly to her.Thank you,DJO Global Patient Advocate Team...

AssociateDear [redacted]:This letter confirms receipt of your correspondence submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you haveraised. We regret any inconvenience you may have experienced.Thank you for providing important missing insurance information yesterday, duringour phone conversation. Our billing office will now be able to successfully submit aclaim to your insurance. Also, per our phone discussion, when one of our teammembers obtained benefits in July 2015, your son’s estimated patient responsibilitywas $0. This is always an estimate and not a guarantee of payment. Your son’saccount has been placed on hold till we hear back from your insurance. Please allow30 to 60 days for their determination.Should you receive another statement/invoice, please contact us at [redacted]to discuss your son’s account. We strive to ensure that all of our customers havefavorable experiences with our company. We value your input and use all suchfeedback in our continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team

We are pulling the billing data now and will respond directly to Ms. [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.
On their Website, DJO Global has listed the exact item I received for $14.99. Yet they billed my insurance company $67.71. Why is DJO Global allowed to inflate its prices for consumers who have insurance?This type of business practice is why the cost of insurance in America has skyrocketed. I would be more than happy to pay the price DJO Global has listed on its Website. In addition, I have forwarded my concerns to my State Attorney General.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]

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 replied to Mr. [redacted]'s email stating that I do not accept his response because he did not provide any resolution about paying a fair purchase price for the knee brace.
Regards,
[redacted]

Dear Revdex.com Associate, 
Attached please find our determination to [redacted]'s written
complaint. The Patient Product Agreement Form was enclosed in the letter mailed to Ms. [redacted]. However, due to HIPAA restrictions, we have not attached it to our response on this website to protect...

the patient's rights. 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 July 22 , 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Revdex.com. We havecarefully reviewed your account and the issues you have raised. We 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 guidelines. To 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 itself. It 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 directly. There 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 company. We 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 plan. Your insurance determinedyour responsibility for the claim to be $144.42. We are in receipt of your $20.00 payment, thankyou. As a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within 21 days from the date of this letter. Should this balance representa financial hardship, we do 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 tomake payment or to discuss payment options. We strive to ensure that all of our customershave favorable experiences with our company. We value your input and use all such feedback inour continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team

Dear Revdex.com,
Attached
please find our determination letter to [redacted] addressing her concerns. 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 with the Better BusinessBureau. We have carefully reviewed your account and the issues you have raised.We regret any inconvenience you may have experienced and your duplicate accountfor your knee brace will be voided. The account 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

Attached please find a copy of the letter we previously mailed to Ms. [redacted] as a response to her written complaint,Sincerely,DJO Patient Advocate TeamThis letter confirms receipt of your correspondence submitted to the BetterBusiness Bureau. We have carefully reviewed your account and the issues you...

haveraised. We regret any inconvenience you may have experienced. Your accountbalance for your Wrist/Hand Orthosis is currently $0. Our Accounts PayableDepartment, here in Vista, confirmed the receipt of a refund to be made during ourApril check run and mailed directly to you in the amount of $124.88.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 your patience and choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team

Dear Revdex.com Associate,Attached please find a copy of the letter, mailed to Ms. [redacted] on July 22, 2015 and again today July 30, 2015. In our letter, we have addressed that while the patient received one product, there are two districtive billing codes for the product. The Reaction Knee Brace that she received was 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"
that the physician selects for this product; rather, it is a basic feature of
the product itself. It is not possible to order the brace without this
particular knee control feature as it is an integral component of the brace.Are you able to assist her in opening the attachments from your web site?Sincerely,DJO Global Patient Advocate TeamJuly 22 , 2015[redacted]RE: Patient Account Number [redacted]Dear [redacted]:This letter confirms receipt of your correspondence with the Revdex.com. We havecarefully reviewed your account and the issues you have raised. We 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 guidelines. To 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 itself. It 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 directly. There 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 company. We 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 plan. Your insurance determinedyour responsibility for the claim to be $144.42. We are in receipt of your $20.00 payment, thankyou. As a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within 21 days from the date of this letter. Should this balance representa financial hardship, we do 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 tomake payment or to discuss payment options. We strive to ensure that all of our customershave favorable experiences with our company. We value your input and use all such feedback inour continuous improvement efforts. Thank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team

We are sorry for the trouble and will make sure this is resolved right away. For any additional questions or concerns please feel free to reach out to me at DJO.[redacted]

I will follow up directly with the patient to resolve the issue.[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]