Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from Joint Active Systems in the amount of $922.00 in June. I called the company because I was not able to use the machine. So I sent it back. They received it back. I was in an auto accident March 21st, 2021. I ended up with a broken and dislocated elbow. I had therapy and did exercises at home. Since I was not able to use the machine I don't think my insurance or anyone else should have to pay. I received the 2nd bill in July.

  Business Response

  Date: 08/10/2022

  Complaint reply has been attached.

  BBB Complaint ID # ******** was dated 08/02/22 and postmarked 08/3/22. Our office received the complaint on 08/08/2022. Joint Active Systems, Inc. received an order for a *** ****** for **** *********. The original order had ******** and **** ** listed as her Health Insurance. When our Customer Service Representative (CSR) spoke with **** *********, to go over her insurance coverage and verify the order information, she said her injury was due to a Motor Vehicle Accident (MVA). The only information the CSR received was the MVA Insurance name, ***********, before the call was dropped. The CSR was not able to reach her again to get additional information. Our office was not able to obtain additional information about the MVA from her Physical Therapy Office or from the ******** Website. However, during the final check of **** *********’s account, prior to claim submission, the ******** website updated and *********** listed as her Primary Insurance. JAS had an obligation to bill *********** Insurance before any other insurance. JAS contacted the *********** Adjuster working on **** *********’s MVA claim and received confirmation her claim was active and instructions to send the claim for payment. In **** *********’s complaint she stated Joint Active Systems should have billed ******** and **** for the device. Our office cannot submit claims to ******** and **** because that would violate ******** and insurance rules. The *********** Adjuster told our billing department, they settled the MVA claim with **** ********* and she was paid for the claims. When *********** Insurance paid **** ********* for the claims, she had an obligation to forward JAS its percentage of payment, she did not. Since the payment was not received we send her an Invoice for payment. **** ********* received the *** ****** on 06/10/2021 and she sent it back on 07/21/21, it was received at our facility on 07/23/2021. There are no notes in **** *********’s account to show she called in and spoke to anyone about not being able to use the *** ******. Every phone call received from a customer has to be notated in the customer’s account. Nor did JAS receive any comment from her healthcare providers the *** ****** was not fit or operating correctly. Our office has a specific protocol to follow when a customer calls in with any issue with their device. If **** ********* had contacted our office stating she was not able to use the device, she would have been transferred to our technical support department to work out and resolve any issues with her use of the device, including repair or adjustments. She would not have been told to just return the device. In the Complaint, **** ********* said our box was too big to fit in a drop box so she had to wait around for a driver to pick it up. We supply all of our customers with a rental device including a *** Pre-Paid label to use for return of the product. Since we pay for the return shipping , when a customer uses the return label, the package tracking number, return information and cost of the shipment is listed on our weekly *** invoice. When a customer calls *** for a pickup the extra charge for that service is also listed under the tracking number on our *** Invoice. I checked the return tracking number on our *** Invoice and verified there was no extra charge listed for a *** Pickup for her package therefore the package was dropped off at an official *** Pickup location.