ComplaintsforBreg

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally complain about the deceptive practices of BREG regarding the overcharging for common healthcare devices.Details:- Date of Incident: May 24, 2024 - Product/Service Involved: Fabric and Velcro wrist brace Description of the Incident:On May 24, 2024, my son visited an urgent care facility for a wrist injury. He was provided with a fabric and Velcro wrist brace to support his healing. While I understand that I signed a document accepting responsibility for the cost of the brace if not covered by insurance, the cost of the brace was not disclosed to me at any point.Billing and ******************* billed my insurance company $315 for the brace. This amount was then reduced to $171.53, which was left for me to pay as part of my deductible. The same wrist brace sells for under $50 on Amazon. Attempts to Resolve:Upon receiving the bill, which was mailed on July 1, 2024 (38 days after the service), I contacted the company to inquire about the charges. I was informed that the price is contracted with my insurance company and that there was nothing they could do to adjust it. When I asked about returning the brace, I was told that there is a 30-day return policy. However, since the bill was sent 38 days after the service, this return window had already closed.Concerns:1. Lack of Price Disclosure: The cost of the wrist brace was not disclosed at the time of service.2. Delayed Billing: The bill was sent 38 days after the service, beyond the 30-day return policy period.3. Inflexibility and *************************************** refused to adjust the charges or accept the return of the brace.Desired Resolution:1. Adjustment of Charges: I request a review and adjustment of the charges for the wrist brace.2. Transparency in Pricing: I urge the company to disclose the prices of medical devices at the time of service.3. Policy Review: I recommend a review of the billing and return policy to ensure fairness to the patients.

  

  Business response

  07/10/2024

  Your son's account has been reviewed. Your insurance has been billed and your insurance has applied the amount due to your deductible. Your insurer requests we bill you for the item(s) that you received for the deductible amount. Please refer to the *** provided to you by your insurance company for review. Understand that we are unable to make adjustment to deductible and/or co-insurance amounts due to contractual obligations. We are able to offer a payment plan should you require that option. 
  
  Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires of their contracted supplier. Purchasing a product in a retail store or online puts the onus on the customer to determine whether or not the product fits properly, is being used correctly, or is appropriate for the injury or condition that the product is intended to treat. Also, Breg does not sell products directly to patients; we rely on our network of authorized distributors and healthcare providers.  Our products are highly regulated medical devices dispensed at the discretion of healthcare providers. 

  Our return policy as well as pricing is available on the copies of page(s) you should have received. If this did not occur, I will investigate the procedures at the location in which your son was serviced to ensure that they are being given to patients. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a bill from Breg, **** for $106.76 which was paid online on May 10, 2024 and processed on May 13, 2024. I continuously receive invoices from this company stating the medical bill has not been paid. I provided proof and each time I call they tell me to disregard the invoice that they are investigating the issue. Today, I was told that they would note the account so that it does not go into collection. I have asked to speak with a supervisor to no avail.

  

  Business response

  07/09/2024

  Thank you for reaching out to us. Can you please provide your account number so I can look into your account? Thank you!

  Customer response

  07/09/2024

  Account number is *******  and invoice number is ******** which was paid via internet on May10, 2024

  

  Business response

  07/09/2024

  Thank you for the information. I did locate your account and see the credit card payment. I have reached out to the cash posting team and asked that they have the payment applied. This should be done shortly. If you have any other issues or questions please don't hesitate to let us know. 

  Customer response

  07/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***********************
  
   
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son went to urgent care 9 2 2023 and received a airsplent for his ankle. We have 2 insurance providers. In October 2023 I received a bill and called breg and asked if both insurance was billed. I was told no and verified both insurance companies information. I was told it would be submitted and disregard any bills and my account would be noted. Obviously this didn't not happen because I keep getting bills that threaten a collection agency. I've reach out and basically was told I wasn't getting any help because there was nothing the phone representative could do for me. She refused to allow me to speak to a supervisor or manager. I was told the insurance company has not responded as of this date and Breg cannot and will not submitt to insurance again. I asked how she could be sure it actually went through since no response and was told she knows it was because she works for the company. With two insurance companies, there is no way I should owe anything.

  

  Business response

  07/02/2024

  Thank you for reaching out to us. Can you provide your son's full name and date of birth or the account number located on the invoices you have received so I can look into his account? Thank you!

  Customer response

  07/02/2024

  Providing information requested. 

  **************************;

  Invoice number  13485231

  Account number  *******

  

  Business response

  07/03/2024

  Thank you for this information. I looked into your account and did find where we failed to have the secondary insurance billed when you asked. I had the balance adjusted due to our error. This could take a day or two (maybe a few more with the holiday) but you will have no open balance once the adjustment goes through. If you receive another statement please disregard as it is most likely due to timing of the statement cycles. Should you for any reason receive 2 additional statements, please reach out to us directly at ********************************************* so I can look into the situation further. Thank you again for bring this issue to our attention and I apologize for the frustration this has caused you. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25th, 2024 I went to Banner ******************* located on ******************************************I had injured my ankle, so I got X-rayed and the urgent care provided me with a walking book and crutches. I asked multiple times if either one of these items would cost me money and they guaranteed that they would be covered by my insurance I had provided them with. They did have me sign a document (which I have attached to this report) saying that I would pay any balance that my insurance didn't cover. However, they were very misleading when telling me that I would owe nothing out of pocket and my insurance would cover it. Also, they never provided me a receipt with how much the crutches and walking boot cost on the day of. Therefore, I had no idea of how much they would be charging me if my insurance did not cover it. I have reached out to BREG which is the company that billed me for their medical equipment, and they said there is nothing they can do to remove the bill. I have contacted my insurance to see if they were supposed to cover it and they said they cannot because it does not fall under my coverage. I am requesting that either BREG remove the balance of $253.78 that they say I owe them for the walking boot and crutches because I was not informed of this cost by anyone. Or, if ****************** is at fault for not effectively informing me of the cost, I would request that they cover this bill.

  

  Business response

  06/28/2024

  Thank you for reaching out. I looked into your claim and your insurance did cover your claim. The balance you are receiving a bill for is due to your deductible was not met. The form you signed stated your financial responsibility would be subject to your deductible and/or co-insurance per your insurance plan you selected. If Banner informed you there would be no out of pocket that was in error, since this balance is due to your deductible. We are unable to waive any portion of your deductible due to contractual obligations. We are able to offer a payment plan that works for you. Please contact the phone number listed on your invoice and the team will be happy to assist in setting that up for you. If you have any questions regarding your coverage plan please contact your insurance company directly. Thank you.

  Customer response

  06/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *******************
  
   
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a random bill in 12/23 from Breg for a brace I received from a hospital on 4/29/2022. I have my entire file from the hospital, and there is no notice of additional billing from Breg for the brace I was given. A portion of my original ER chargers were for the brace. I called for the first time and spoke to someone at Breg who told me they were submitting an "Escalated Review" and that I would hear back in a couple or weeks. Nothing happened then I started getting bills again on 5/22/24. So, I called again and was told by ***** on 6/24/2024 @ 08:15 that she was putting in an "Escalated Review" and would call back in ***** minutes with a case number. I still haven't heard back. I called again a little over an hour later and this time I was told we can't do anything please call back in 7-10 business days. I live in a state (**) with a No Surprises Act which states the business can't come back 2-years later and bill me anything beyond what Ins would allow. My last issue is that they billed the wrong insurance to begin with as well. I don't know why but they billed an insurance that I picked up 10 months after 4/29/22. I paid an amount to the hospital on the date of service. So, how am I getting billed 2-years later after they billed the wrong insurance? I want this gone as in my eyes I owe them nothing. They don't know what they are allowed to bill me and just decided that they could come back and bill me 2-years later for whatever amount Breg wanted to. This has also been borderline, if not fully, predatory. I'll also be filing with my state for violation of the ** billing act.

  

  Business response

  06/24/2024

  Thank you for reaching out to us. I would like to investigate your account to be able to provide you with some information and see what has transpired. Please provide your account number located on the invoice you received or the patient's full name and date of birth so we can locate the correct account. Thank you! 

  Customer response

  06/24/2024

  My account number is *******.

  

  Business response

  06/26/2024

  Thank you for the information. I have investigated the claim and the balance has been adjusted off and the open balance has been closed. You no longer owe anything. If you have any questions feel free to contact us directly at ********************************************** Thank you!

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/5/24, I paid my account in full. On 4/24/24, my account showed a balance due and no payment applied. I spoke to ******************************* by phone and provided her confirmation of my payment details via email. On 5/22/24, my account continued to show a balance due and I spoke with ***** who verified he would resolve the issue. On 6/3/24, my account continued to show a balance due and I spoke with **** who verified he would resolve the issue. On 6/17/24, my account continued to show a balance due and I spoke with ****** who stated that everything will be resolved in 2 weeks. I would like my account to show a $0 balance since the full balance was paid in April. I do not want my account sent to collections because my payment has not been recognized. What else do I need to do?

  

  Business response

  06/18/2024

  I apologize for the frustration this has caused, and thank you for reaching out to us directly. Can you please provide your account number located on the invoice(s) you have received so I can locate your account and have the issue investigated further? You can provide the information here through the BBB portal or email us directly at ********************************************** Thank you! 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I broke my ankle and was given a bill for 166$. I tried to get it covered by my insurance, and insurance didnt cover it, so they are now charging me 475$. I have been calling to try to get it fixed, and they keep telling me that a manager will call me back, but no one has ever called me back.

  

  Business response

  06/13/2024

  Thank you for reaching out to us. I apologize for the lack of supervisor response you have experienced, I will be escalating your account to find out why no one called you back. I have looked into your account and found that your insurance did cover your DME but the amount owed is due to your deductible. Once we file a claim with your insurance we must follow through with the amount they deem you owe and we are unable to revert back to our time of service discount pricing that your first invoice was for. Breg does not set the allowed pricing for products; your insurance does that based on their contracted rate for the billing codes submitted. We can offer you a payment plan so you are able to pay this amount over a time period that works for you. Please contact the number on the invoice and the team will be happy to help set that up for you. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to urgent care and they gave me a Breg brace. The insurance paid for the brace and then they sent out a bill for $70.98 and I paid it. Breg sent another bill after I paid it saying I did not pay this. I called them and told them that I did pay them. I would like for them to confirm my payment of this bill and to stop sending me bills.

  

  Business response

  06/18/2024

  I apologize for the frustration. We have been experiencing some cash posting delays that *** have resulted in the second bill you received. I have reviewed you account and show there is no open balance. Should you have any other issues or concerns please feel free to contact us directly at ********************************************** Thank you!

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had surgery on 2/6/24 on my thumb and wrist. When I went in for a follow up on 2/16, I was issue a brace. I was informed at the time that the company would be billing directly for the brace. At no time was I told the cost of the brace, which was $315!! The same exact brace on Amazon is $38. My insurance was billed and they paid $163.70, leaving my balance as $49.11. I received an invoice for $49.11 from Breg and it was paid in full on 4/25. I had another follow up and received a different brace. I was not informed that this brace was through Breg. I received another invoice for $49.11 and paid that on 5/22, assuming it was for the 2nd brace which was nowhere near as restrictive as the first brace. I assumed the 2nd bill from Breg was for the 2nd brace, so I paid $49.11 again. I received another invoice from Breg on 6/4 for $49.11. I reviewed my payments and invoice numbers on THEIR website and found that I paid for the same brace twice and that I was still being charged again for the same brace. I contacted customer service and had to provide them with the transaction IDs and reference numbers because they cant see that information on their end. I was then told by customer service that a refund was issued however I did not receive a refund. I asked to speak to a supervisor and was told that it would be a 2 day wait. I feel they are scamming patients by sending multiple invoices for the same product and customer service was not helpful.If ********************** is not requiring the health care centers to be disclosing their exorbitant fees, they should,

  

  Business response

  06/06/2024

  Thank you for reaching out to us. Due to the Change Healthcare outage that occurred in late February, we were forced to make business changes that have affected our payment posting processes. We are continuing to address and resolve these issues to get all accounts corrected. I apologize for any inconvenience or frustration this is causing.   Our records do indicate a refund is in progress for your claim. 
  
  I have contacted our accounts payable supervisor for the exact status of your account and when you can expect receipt of the refund check. 
  I will email you the results of this inquiry as soon as they are confirmed.  Thank you 

  Customer response

  06/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************
  
   
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son broke his arm so we went to the hospital and received emergency care there. After getting a temporary cast, the nurse asked if we'd like a sling for my son to rest his arm. We said sure, and they came back with the sling and a form to sign. We asked before signing the form why we were signing the form, and they told us "it's just a form that is acknowledging your receipt of the sling." We quickly perused the document and signed it. No where did it mention we were going to get charged $120 for the sling. That is totally outrageous and against IL laws to overcharge this amount. When I called to dispute the charge on Friday May 24 I was told I'd get a call back from a supervisor the following Tuesday or Wednesday May 28 or 29. I waited all week and didn't get a call back so I called again on Monday June 3. At that time I waited 30 minutes to speak to a supervisor and was hung up on. I immediately called back and after waiting almost an hour was disconnected again. This is an incredibly frustrating customer service situation and unacceptable on all levels. It really feels very scammy at this point and I'm not going to pay my bill until I speak to a supervisor.

  

  Business response

  06/04/2024

  Thank you for reaching out to us about your account.  I am sorry for the prolonged hold time you experienced when calling customer service.  I have contacted the supervisor to confirm if she has been able to return your call since then.  I have also reviewed your account and we do have your signed acknowledgement of financial responsibility on file.  You should have received a copy of this form when your son was issued the device.    Of note, the Patient Copy of this form is on a pink sheet of paper.  The Product Price List is on the back of this pink form and indicates the cost of the device received was $200.  The bill amount of $120 is the patient cost after your insurance applied the deductible based upon your specific benefit plan.  The original white copy of this form (the signature page) has yellow highlights to emphasize critical items for the responsible party to review before signing.  Breg has specifically added yellow highlights to the FINANCIAL RESPONSIBILITY Section to draw attention to the Product Price List on page 2 and to the statement that the actual amount owed depends upon insurance plan and deductibles.

   We can provide you a copy of the signed acknowledgement of financial responsibility upon request.  Please submit this request to *********************************************

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩