Complaints

This profile includes complaints for Joint Relief Institute's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Joint Relief Institute

  60 Orland Square Dr Ste 101 Orland Park, IL 60462-6522

  
• 

  Joint Relief Institute

  600 W 22nd St Oak Brook, IL 60523-1947

  
• 

  Joint Relief Institute

  2215 Sanders Rd Ste 110N Northbrook, IL 60062-6126

  

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:04/08/2025

  Type:Product 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.

  My first appointment with the joint relief Institute was July 29 of 2024. After I had an initial consultation with ***** regarding my shoulders, I was greeted by Ani or *** (not sure which) from the billing department informing me that I would only be charged $94 for treatment of my shoulders. I recall saying to her I can afford that . I have now received a bill for $448 from the joint relief Institute for my treatment. I have tried numerous times toget help to resolve this issue and I cant seem to get a return phone call. im asking that you please look into this so that I can put this issue behind me.

  

  Business Response

  Date: 04/09/2025

  The patients insurance company informed us that the copay for visits is $40 on 7/29/2024. We were informed by the insurance company that the claims would process to the patients x-ray copay prior to the visit. However, when the insurance company processed the claim, they applied it to the patients medical supply co-pay. As a courtesy, we called the patients insurance when she contacted us to ask the insurance company to review how the claim was processed. The insurance company stated they would send the claim back from review, but it appears they have not changed how the claim was processed. 
  We presented the patient with the information provided by the insurance company and all services were billed accurately and correctly.  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23176385
  
  I am rejecting this response because:  I have nothing to add but I dont feel businesses should indictate what they will charge  and then pad the bill.  Please REOPEN MY REQUEST AND GET A RESPONSE FROM THE JOINT RELIEF INSTITUTE!
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/21/2025

  This complaint was previously responded to and then closed. Below is our response that has not changed:

  The patients insurance company informed us that the copay for visits is $40 on 7/29/2024. We were informed by the insurance company that the claims would process to the patients x-ray copay prior to the visit. However, when the insurance company processed the claim, they applied it to the patients medical supply co-pay. As a courtesy, we called the patients insurance when she contacted us to ask the insurance company to review how the claim was processed. The insurance company stated they would send the claim back from review, but it appears they have not changed how the claim was processed. 
  We presented the patient with the information provided by the insurance company and all services were billed accurately and correctly.  If the patient has additional questions regarding her insurance coverage, she should reach out to her insurance provider for clarification.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23176385
  
  I am rejecting this response because: I was overcharged. i paid the $40  co-pay at each visit and was told my portion would only be $94 by *** or Ani on my initial visit.  The most recent statement was for $448.  I think this is a scam that plays on pain and suffering patient is experiencing.  All i want if for *** to honor their original quote as stated by their employee.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/05/2024

  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.

  My 1st visit to *** was on 8/26/2024. They did standing and seated xrays of both knees with no dye injected. I then saw a physicians assistant who did my 1st of a series of bilateral knee injections where they do use dye to guide placement of the gel. This was also done with subsequent injections. I had 4 series of injections with little improvement. I have an appointment with a total joint surgeon scheduled. I requested copies of my xrays on two ocassions and have not received a call back telling me that they are ready. I received a bill recently and was shocked to see that my insurance was charged $1468.74 for procedure code ***** NJXCONTRAST KNEE/ARTHROGRAM/CT/MRI as well as two charges (bilateral knees) for a total of $760.63 with code *****. I can justify the xrays but certainly not the arthrogram which I was told the higher charge was for. I worked in orthopaedics for 25 years and know that I did not have an arthrogram. If they can justify this charge then I should certainly be able to get xray copies of these procedures which I want to take to my upcoming appointment. At my last visit I had asked for xray copies and I was given a piece of computer paper with the picture that I have attached. Not acceptable. I want films or a disc and an explanation of that supposed arthogram charge.

  

  Business Response

  Date: 11/19/2024

  Thank you for the complaint. We reviewed and audited the entire account. The patient's coverage is reflected accurately in the allocation of payments and responsibility for balances the patient was billed. We would be happy to send your X-rays taken in the office via email if you would like after filling out the Medical Records Release Form at no charge to you. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22515775
  
  I am rejecting this response because:

  I have already submitted a records release form. I was told that records/xrays have to be sent directly to the provider that I will be seeing on December 3rd or I would be charged $25. How can you "email" me xray/arthrogram films??? I want the "arthrogram" and bilateral knee xrays on a CD or printed films- not just pictures printed from/ a printer. If you charged over $2100 for xrays and the questionable arthrogram/MRI/CT, then there should  be detailed films available 
  to send to the orthopaedic surgeon. I'm sure that ******** and UHC will not approve additional xrays  to be taken when they have already covered your charges.

  I already paid the bill that you have sent me. I'm only questioning the validity of the charge for MRI/Arthrogram/CT which was not done on 8/26/24 as billed. I had xrays ( not questioing that charge) and bilateral injections. The procedure was the same at all 4 visits. Dye was injected only to guide the placement of the gel. There was no arthrogram.

  I am also requesting actual film copies and not a computer generated picture like the one that I attached to the original complaint.
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/02/2024

  Thank you for the response. The X-rays the patient has requested have been sent to her.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22515775
  
  I am rejecting this response because: 

  I received an email regarding this case being closed today as I didn't respond to the previous email. I'm sorry but I looked back and just found the previous reply. I hadn't seen it before.

   I DID NOT receive xray copies/CD that I had requested from ***. I only received a computer generated picture on a piece of paper. For what insurance was charged ( as previously outlined) this was unacceptable. I showed it to the surgeon that I saw. He shook his head and laughed. Nothing diagnostic there to evaluate. So NO, I do not accept JRI's reply. There was no xray copies sent to the doctor as I had requested in the attached records release form.

    I have also attached the request I sent and the picture I received via email as well as an email stating that records would be sent directly to the doctor.They were never sent to him, only to me on 12/2/24. I was told in the email that I would be charged $25 if they were sent to me.

  
  

  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/19/2024

  We have complied with all requests-the office sent the X-rays as requested as the only form we have (paper copies) to the patient. We also fazed and emailed the X-rays to her surgeon as requested. At this time, we have done everything we can on our end to comply with what the patient has requested. Thank you.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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 went to joint relief institute in *********** ******** in June. It was Monday. They said it was Juneteenth and insurance companies were closed. They took my information and I left and came back on July 9, 2024 for appointment. I was told ******** wouldnt pay anything for gel injections until I spent close to ******* of my own first. I said I would have to skip the injections then. I was offered steroid shots in both knees for ****** which I said I could afford to do. I asked if I could make payments of ***** a month with a credit or debit card. The lady checked and said yes since I got gel injections a few years ago and was self pay. I made a ***** payment that day. Then in August on 19th I received a bill for ******. I called and took me about 6 tries to speak to a person. She said the insurance wouldnt cover it and I still owed the other amount. They told me I was paying on my own and not through insurance ********. I would never have gotten the shots if they had told me this first like they should have. I am retired now and on fixed income. I dont just have over six hundred dollars to pay this bill. This is very deceptive practice. They just didnt tell me about ******** or other charges. Just wanted me to get shots and surprise me with extra charges later. To me this is very wrong and angers me very much being on fixed income and disabled with rheumatoid arthritis. Shame on this place for being deceptive. I have never been treated like this before.

  

  Business Response

  Date: 08/28/2024

  We reviewed and audited the entire account. The patient is correct and should have only been billed for $260. The patient has already paid $70 so the account balance has been adjusted to $190.

• Initial Complaint

  Date:08/22/2024

  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.

  My 1st of 5 injection appointments was on 3/27/24. I was told by the office staff at Joint Relief Institute (J.R.I.) that my *************** would not cover the cost of injections but J.R.I. would offer me a discount if I paid the 5 series of injections that day. I paid the total bill of $1600 on my Amex card. That same afternoon I decided to call my insurance (UCare) to inquire why they wouldn't cover the injections? The UCare *** pulled up my file & said " we certainly do cover the injections at 80%" We have no record of J.R.I calling us to inquire if the service was covered. I was advised to cancel the Amex ************** J.R.I. to request that they bill UCare. That's exactly what I did. Everytime I went in for my 2nd thru 5th injections, I would ask..have you billed my insurance yet? The provider couldn't answer that but told me to call ************** to discuss with them. I talked to them 5 seperate times and 5 times I was told it would be taken care of. I called Ucare in May/2024. They still have not received a bill from J.R.I. I called J.R.I. again and was told the billing takes 90 days. Today I received a bill from Karas,PC saying I now owe $4,275.79 !!! Why are you billing me?? Why aren't you billing my insurance company as requested?? Is it because the insurance pays less? This is bad business if this is how your billing operates. I want to pay what I owe (20% of what insurance doesn't cover) not $4,275.78. And how could you tell me on day one the cost for all the injections is $1600, then turn around and recharge me $4275.78. Resolve this and bill my insurance as requested please.

  

  Business Response

  Date: 08/27/2024

  Thank you for this information. I spoke with the patient today. Our paperwork is still being processed with UCare. As soon as we are contracted and credentialed, we will be able to bill the patient's insurance for her dates of service and then issue a refund based on what insurance pays.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair 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.

  Last year I visited The Joint Relief Institute (10/2023). I had seen the commercials and was tired of the discomfort that I was experiencing in my left knee. After a so-called x-ray, I was informed that my cartilage was thin in areas. The treatment The Joint Relief Institute prescribed was injections. The first one was okay. Still discomfort. Upon the second so-called treatments (10/06/2023. They claimed there was fluid on the knee and injected a needle into my knee. Creating even more discomfort! The doctor said he took off 6ccs of fluid! My appointment was done. Later that evening my knee started throbbing. Within an hour it had began swelling. I iced it down hoping it wasnt too serious. The next day my whole leg began swelling. Picture are included. I suffered for the next few days, watching both legs swell, including my feet! I was forced to make an emergency room visit. I contacted and informed The Joint Relief Institute the following morning after the second appointment and during my legs swelling! What I was experiencing (leg swelling and pain), and I wouldnt return for the remaining 3 appointments they (The Joint Relief Institute had prescribed!) I was questioned, disrespected, and intimidated on that phone call alone!And the next day I got a call from the doctor and who I told the same story about my experience but was harassed even more! Yesterday (08/20/2024) I received a bill from them almost a year, later seeking payment! Here they started an issue and was afraid that I was looking to sue them! Almost a year later, they submitted a bogus claim to my insurance company, got paid from my insurance, and now theyre so greedy that they are squeezing me for extra! Trying to prove yourself as being inflicted by someones elses incompetence is hard! As a lawyer tried to tell me after asking did I lose a limb or died! Trying to prove malpractice is a difficult process, the lawyers stated. But they can con and hurt us!

  

  Business Response

  Date: 08/27/2024

  Thank you for the complaint. We reviewed and audited the entire account. The patient's coverage is reflected accurately in the allocation of payments and responsibility for balances the patient was billed. Insurance applied $306.60 to patient responsibility for coinsurance and copay. Patient paid $80, leaving ****** as the patient's outstanding balance. DrChrono matches what the insurance processed to patient, what the patient paid, and an accurate balance due for the patient. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22174974
  
  I am rejecting this response because: It makes no sense. It states that my insurance only paid $300+ dollars. As you can see my insurance paid a lot more than that. Where does it show that the doctor gave anything for a botched job he done? I ended up in the hospital because of his mistake. 
  
  Sincerely,
  
  ****************************;

  

  Business Response

  Date: 09/09/2024

  As previously stated, we reviewed and audited the entire account. The patient's coverage is reflected accurately in the allocation of payments and responsibility for balances the patient was billed. We have no information or documentation from the patient regarding needing to be hospitalized. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22174974
  
  I am rejecting this response because: once again here they are minding my business, while trying to ******* me into paying them for their mistakes! Overcharging the insurance company for a botched transaction. Causing me harm, then saying; I didnt inform them that their actions caused me harm. I informed them that there was a problem the day after leaving the second visit! I was forced into a stressful situation then. By the appointment scheduler, who tried to threaten me then about keeping the scheduled appointments, then the following day, where I once again got the same treatment from the doctor! Almost a year later, here comes ******** ***** - The Joint Institute! Fraud and greed! Trying to ******* consumers and insurance!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/11/2024

  Type:Delivery 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.

  Billing date 03/07/24 **** $240 Joint Relief Institute Provided injections on 6 visits (5 visits in ********** 2023 and 1 visit on 1/30/24- ******** covered.I was never billed for my visits (******** covered) until I canceled a future appointment for June 2024. Since I am moving forward with surgery. The Joint Institute billed ******** for appts. on 11/21, 11/28, 12/5 & 1/30. I received a bill from Joint Institute $240 for only the appt. on 1/30/24. My actual appts were 11/7, 11/14, 11/21, 11/28, 12/5 & 1/30. I left messages 5 times and have not received a phone call back.

  

  Business Response

  Date: 04/16/2024

  Hello,

  The patient has an account balance of $240, which is the deductible for the insurance. The patient came in January 30th, 2024 for a follow-up procedure, which is the start of a new year and the deductible is owed per the patient's insurance. As discussed with the patient, all procedures have been covered by the insurance.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21563894
  
  I am rejecting this response because: the Joint Institute billed ******** for several visits They billed me for just January,2024 date.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/23/2024

  Hello,

  As stated in the previous response, the $240 charge is the deductible that is due for your insurance. This is not a charge from services from our facility. At the beginning of the year, the deductible is required to be paid from your insurance. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21563894
  
  I am rejecting this response because:

  Joint Inst. billed me for 1 appt on January 30, 2024.  ($240)

  Joint Inst. billed ******** for 4 appts. Nov. 21, Nov 28, Dec 5, & Jan 30  (for a total of $240)

  My actual appts. were Nov. 7, Nov. 14, Nov. 21, Nov. 28, Dec 5 & Jan 30

  I feel that the billing does not match up and it wasn't until I told Joint Inst. I was not returning did I receive an invoice. 

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair 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.

  Hello, I am contesting a medical bill in the amount of $730.00 from Joint Relief Institute. I was not notified of my coverage changing during 2023. I was only informed that my co-pay was going to increase to $45 dollars per visit this year. In fact, I was not even notified of any coverage change when my knee was re-evaluated in June or July of 2023. I visited the Joint Relief Institute on December 11, 2023, and was notified that I suddenly owed a balance. I was never notified of this on any prior visit by Joint Relief Institute or by my health care provider, ********** Blue Shield of Texas. Therefore, I am requesting a significant bill reduction or dismissal based on the condition of no prior knowledge or consent to the customer of any charges. Please contact ********** Blue Shield of Texas to clear up this discrepancy regarding my account with the ********************. I can be reached at ************ or via email, my email address is ****************** thank you for your time.

  

  Business Response

  Date: 01/23/2024

  Good Day, 
  
  On December 11, 2023 it was noted that this patient had a balance of $730.00 from prior procedures, and we notified the patient.  He was upset, rightfully so as he didn't receive prior information about this bill.  So, we rectified it and on December 22, 2023 had his balance back to $0.00, with a note in the file that the patient could start treatment and that he didn't owe Joint Relief Institute any additional funds.  Please see attached. 

  This patient no longer has a balance with Joint Relief Institute.