We discovered this claim within one of our other departmentsOur deepest apologies for the error on our behalf! I have an urgent note to that team to respond directly to Ms***, ASAP[redacted] ***, DJO Global, Vista Ca
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. ***'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]
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]
Dear Revdex.com Associate, DJO Global's Patient Advocate Team has been unable to locate [redacted] ***'s account with the information providedThe attached email has been sent to her personally requesting additional account informationUpon receipt, we will be able to review her account and address her concernsAddressing 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
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 [My problem is NOT the price, it is that I was scammed into signing a paper for your company without being given any information whatsoever and then billed out of nowhere for something I believed I had paid for on site at the officeHad I known it costed even a little bit outside of insurance I would have refused it - I have no need for itWhat bothers me is the predatory practice of not being upfront with the customer about the productYour company was not upfront at allI had NO IDEA until it was too late to do anythingHad you even had the customer service directive to contact me within ten days I would have long since returned it, but you chose to wait until it was past your supposed policy timeThis is unfair and predatory.] Regards, [redacted]
Dear [redacted] ***,We have carefully reviewed your account and the issues you raisedWe regret any inconvenience you may have experiencedYour account has been retracted from collections and adjusted to $0.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 DJOWe wish you the best,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 obligationsWe have not heard further from the patient
Dear Revdex.com Associate,Attached please find a copy of the letter, mailed to Ms [redacted] on July 22, and again today July 30, In our letter, we have addressed that while the patient received one product, there are two districtive billing codes for the productThe 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 itselfIt 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 , [redacted] ***RE: Patient Account Number [redacted] Dear [redacted] ***:This letter confirms receipt of your correspondence with the Revdex.comWe havecarefully reviewed your account and the issues you have raisedWe 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 guidelinesTo 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 itselfIt 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 directlyThere 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 companyWe 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 planYour insurance determinedyour responsibility for the claim to be $We are in receipt of your $payment, thankyouAs a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within days from the date of this letterShould this balance representa financial hardship, we do offer financial assistance to those who qualify.It is important that you contact us at [redacted] within days from the date of this letter tomake payment or to discuss payment optionsWe strive to ensure that all of our customershave favorable experiences with our companyWe value your input and use all such feedback inour continuous improvement effortsThank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Dear Revdex.com Associate,Attached please find our determnation letter and response to [redacted] ***'s concerns.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 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 Sincerely,DJO Global Patient Advocate Team [redacted] August 5, [redacted] *** [redacted] *** [redacted] *** RE: Patient Account Number [redacted] Dear [redacted] ***, This letter confirms receipt of your correspondence with the Revdex.com of San Diego CountWe have carefully reviewed your account and the issues you have raisedWe regret any inconvenience you may have experienced and your account balance for your Semi Rigid Cervical Collar will be credited in full and your remaining balance will be $We will also reverse our claim with your insurancePlease allow at least days for this adjustment to be reflected on your DJO account statementWe 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 DJOWe wish you all the bestSincerely, DJO Global Patient Advocate Team
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] ***
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] ***
RevDex.com: 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 callLike is common, I receive calls from many tele-marketersIf I don't recognize a phone number, I don't answer the callI 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 timeShe advised me that they resolved the bill with DJO LLC and that I should receive no further billsAs of this date, I have received no further bills from DJO LLCI will continue to monitor the business to see that they performed 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]
We apologize for the delay in our response as it took some time to investigate this matter and conduct our due diligenceAs a result of your input and the findings from our review, we have voided the balance on your account and will issue any applicable refunds We regret any inconvenience to you that this matter may have causedSincerely, DJO
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, [redacted] ***RE: Patient Account Number [redacted] Dear [redacted] ,This letter confirms receipt of your correspondence with the Better BusinessBureau in San Diego CountyWe have carefully reviewed your account and theissues you have raisedWe regret any inconvenience you may have experienced andyour account balance for your crutch will be credited in full and your remainingbalance will be $Please allow at least days for this adjustment to be reflected onyour 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
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 BureauWe have carefully reviewed your account and the issues you haveraisedWe regret any inconvenience you may have experiencedYour accountbalance for your Wrist/Hand Orthosis is currently $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 ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank you for your patience and choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
We discovered this claim within one of our other departmentsOur deepest apologies for the error on our behalf! I have an urgent note to that team to respond directly to Ms***, ASAP[redacted] ***, DJO Global, Vista Ca
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. ***'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]
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]
Dear Revdex.com Associate, DJO Global's Patient Advocate Team has been unable to locate [redacted] ***'s account with the information providedThe attached email has been sent to her personally requesting additional account informationUpon receipt, we will be able to review her account and address her concernsAddressing 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
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 [My problem is NOT the price, it is that I was scammed into signing a paper for your company without being given any information whatsoever and then billed out of nowhere for something I believed I had paid for on site at the officeHad I known it costed even a little bit outside of insurance I would have refused it - I have no need for itWhat bothers me is the predatory practice of not being upfront with the customer about the productYour company was not upfront at allI had NO IDEA until it was too late to do anythingHad you even had the customer service directive to contact me within ten days I would have long since returned it, but you chose to wait until it was past your supposed policy timeThis is unfair and predatory.] Regards, [redacted]
Dear [redacted] ***,We have carefully reviewed your account and the issues you raisedWe regret any inconvenience you may have experiencedYour account has been retracted from collections and adjusted to $0.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 DJOWe wish you the best,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 obligationsWe have not heard further from the patient
We have the team exploring this claim now and we will respond directly to the patient[redacted] ***
Dear Revdex.com Associate,Attached please find a copy of the letter, mailed to Ms [redacted] on July 22, and again today July 30, In our letter, we have addressed that while the patient received one product, there are two districtive billing codes for the productThe 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 itselfIt 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 , [redacted] ***RE: Patient Account Number [redacted] Dear [redacted] ***:This letter confirms receipt of your correspondence with the Revdex.comWe havecarefully reviewed your account and the issues you have raisedWe 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 guidelinesTo 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 itselfIt 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 directlyThere 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 companyWe 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 planYour insurance determinedyour responsibility for the claim to be $We are in receipt of your $payment, thankyouAs a measure of goodwill, we are willing to credit your account by 40%, leaving a remainingbalance of $66.65, due within days from the date of this letterShould this balance representa financial hardship, we do offer financial assistance to those who qualify.It is important that you contact us at [redacted] within days from the date of this letter tomake payment or to discuss payment optionsWe strive to ensure that all of our customershave favorable experiences with our companyWe value your input and use all such feedback inour continuous improvement effortsThank you for choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team
Dear Revdex.com Associate,Attached please find our determnation letter and response to [redacted] ***'s concerns.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 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 Sincerely,DJO Global Patient Advocate Team [redacted] August 5, [redacted] *** [redacted] *** [redacted] *** RE: Patient Account Number [redacted] Dear [redacted] ***, This letter confirms receipt of your correspondence with the Revdex.com of San Diego CountWe have carefully reviewed your account and the issues you have raisedWe regret any inconvenience you may have experienced and your account balance for your Semi Rigid Cervical Collar will be credited in full and your remaining balance will be $We will also reverse our claim with your insurancePlease allow at least days for this adjustment to be reflected on your DJO account statementWe 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 DJOWe wish you all the bestSincerely, DJO Global Patient Advocate Team
I will connect directly with this correspondent to explain the truth about what is being assumed[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] ***
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] ***
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] ***
RevDex.com: 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 callLike is common, I receive calls from many tele-marketersIf I don't recognize a phone number, I don't answer the callI 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 timeShe advised me that they resolved the bill with DJO LLC and that I should receive no further billsAs of this date, I have received no further bills from DJO LLCI will continue to monitor the business to see that they performed 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]
We apologize for the delay in our response as it took some time to investigate this matter and conduct our due diligenceAs a result of your input and the findings from our review, we have voided the balance on your account and will issue any applicable refunds We regret any inconvenience to you that this matter may have causedSincerely, DJO
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, [redacted] ***RE: Patient Account Number [redacted] Dear [redacted] ,This letter confirms receipt of your correspondence with the Better BusinessBureau in San Diego CountyWe have carefully reviewed your account and theissues you have raisedWe regret any inconvenience you may have experienced andyour account balance for your crutch will be credited in full and your remainingbalance will be $Please allow at least days for this adjustment to be reflected onyour 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
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 BureauWe have carefully reviewed your account and the issues you haveraisedWe regret any inconvenience you may have experiencedYour accountbalance for your Wrist/Hand Orthosis is currently $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 ourcompanyWe value your input and use all such feedback in our continuousimprovement effortsThank you for your patience and choosing DJO.We wish you all the best.Sincerely,DJO Global Patient Advocate Team