Dear Revdex.com Associate, Attached please find our determination to [redacted] *** written complaintDue to HIPAA, we are not attaching the minor child's Patient Product Agreement Form with this responseHowever, a copy has been made with a letter to [redacted] at his home addressWe strive to ensure that all of our customers have favorable experiences with our companyWe value our customer's input and use all such feedback in our continuous improvement efforts 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 outSince 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution may be satisfactory to meI understand that DJO has recovered many accounts from their collection agency only after recently discovering that they NEVER billed these clients and in some cases Never billed their respective health plans I will wait for the business to perform this action and, if it does, may consider this complaint partially resolved if there is a satisfactory resolution by Mr*** I have attempted in the past to contact Mr [redacted] directly as his phone number is listed on other Revdex.com complaints and found that the phone number listed has been disconnected So we will see if he calls and listen to his rationale 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 been told for the last weeks that "someone is working on this"- but there has been no resolutionI do not understand why it is so difficult to process this refundI 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 refundI was told the refund would be issued days from 8/7/and yet I still do not have itI don't believe anyone has been actively working on thisI 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]
July 29, [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 raisedWeregret any inconvenience you may have experienced.We provided your son with the wrist brace because it was prescribed to him by yourdoctorDJO is the provider of the product that he received and we bill separately fromyour physicianOur billing records indicate we submitted a claim to your insurancecompany, in which they denied covereage of the wrist brace as non covered under yourbenefit planThe balance of $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 patientsdirectlyThere are many factors that determine pricing for a productInternet 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 days from the dateof this letterWe 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 days from the date of thisletter to make payment or to discuss payment optionsWe strive to ensure that all ofour customers have favorable experiences with our companyWe value your input anduse all such feedback In our continuous improvement effortsThank you for choosingDJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Please accept our deepest apologies as we review this claimI 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 communicatedSincerely, [redacted] ***DJO Global
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]
Dear Revdex.com, Attached please find our determination letter to [redacted] addressing her concernsComplaints 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 involvedOur 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 BusinessBureauWe 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 voidedThe account will be credited in full and yourremaining balance will be $Please allow at least days for this adjustment to bereflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank 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 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] ***
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] ***
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] ***
November 25, [redacted] RE: Patient Account Number [redacted] Dear [redacted] : This letter confirms receipt of your correspondence made with the Revdex.comWe have carefully reviewed your account and the issues you have raised We regret any inconvenience you may have experienced, On November our billing department contacted your health insurance to submitted a claim for your May 27, Stirrup Style Ankle SupportPlease allow up to days for your insurance’s determinationOnce 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 $ We strive to ensure that all of our customers have favorable experiences with our companyWe value your input and use all such feedback in our continuous improvement effortsThank 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 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 indicatesIf 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 $item does not concern meI 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 insuranceWhile I appreciate their measure of goodwill by reducing their demand by 40% to $70.94, this still represents over 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] ***
Dear Revdex.com Associate, Attached please find our determination to [redacted] *** written complaintDue to HIPAA, we are not attaching the minor child's Patient Product Agreement Form with this responseHowever, a copy has been made with a letter to [redacted] at his home addressWe strive to ensure that all of our customers have favorable experiences with our companyWe value our customer's input and use all such feedback in our continuous improvement efforts Sincerely, DJO Global Patient Advocate Team
We will be sending a new statement for the owed amount
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 outSince 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution may be satisfactory to meI understand that DJO has recovered many accounts from their collection agency only after recently discovering that they NEVER billed these clients and in some cases Never billed their respective health plans I will wait for the business to perform this action and, if it does, may consider this complaint partially resolved if there is a satisfactory resolution by Mr*** I have attempted in the past to contact Mr [redacted] directly as his phone number is listed on other Revdex.com complaints and found that the phone number listed has been disconnected So we will see if he calls and listen to his rationale 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 been told for the last weeks that "someone is working on this"- but there has been no resolutionI do not understand why it is so difficult to process this refundI 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 refundI was told the refund would be issued days from 8/7/and yet I still do not have itI don't believe anyone has been actively working on thisI 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]
I will follow up directly with the patient to resolve the issue[redacted] ***, DJO Global
We have placed this claim on hold while investigatingI have contacted Ms [redacted] and ensured her this would be resolved immediately
We are attempting to contact Mr [redacted] now
We are pulling the billing data now and will respond directly to Ms [redacted]
July 29, [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 raisedWeregret any inconvenience you may have experienced.We provided your son with the wrist brace because it was prescribed to him by yourdoctorDJO is the provider of the product that he received and we bill separately fromyour physicianOur billing records indicate we submitted a claim to your insurancecompany, in which they denied covereage of the wrist brace as non covered under yourbenefit planThe balance of $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 patientsdirectlyThere are many factors that determine pricing for a productInternet 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 days from the dateof this letterWe 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 days from the date of thisletter to make payment or to discuss payment optionsWe strive to ensure that all ofour customers have favorable experiences with our companyWe value your input anduse all such feedback In our continuous improvement effortsThank you for choosingDJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Please accept our deepest apologies as we review this claimI 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 communicatedSincerely, [redacted] ***DJO Global
We will immediately investigate this and I will personally respond to Mr [redacted]
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]
Dear Revdex.com, Attached please find our determination letter to [redacted] addressing her concernsComplaints 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 involvedOur 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 BusinessBureauWe 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 voidedThe account will be credited in full and yourremaining balance will be $Please allow at least days for this adjustment to bereflected on your DJO account statement.We strive to ensure that all of our customers have favorable experiences with ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Please accept our deepest apologies for any oversightI will make sure to expedite the remaining refund[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 [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] ***
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] ***
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] ***
November 25, [redacted] RE: Patient Account Number [redacted] Dear [redacted] : This letter confirms receipt of your correspondence made with the Revdex.comWe have carefully reviewed your account and the issues you have raised We regret any inconvenience you may have experienced, On November our billing department contacted your health insurance to submitted a claim for your May 27, Stirrup Style Ankle SupportPlease allow up to days for your insurance’s determinationOnce 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 $ We strive to ensure that all of our customers have favorable experiences with our companyWe value your input and use all such feedback in our continuous improvement effortsThank 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 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 indicatesIf 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 $item does not concern meI 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 insuranceWhile I appreciate their measure of goodwill by reducing their demand by 40% to $70.94, this still represents over 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] ***