We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Orthopedic Appliances

Ortho Pros Express, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Appliances.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Was injured at work and sent to local ************ I received a walking boot. I have received numerous invoices and now a collection agency notice about the boot that was not paid by the employer. The employer says they have made all payments but I keep getting calls and text messages from this company. I am NOT liable for this bill it is a workers compensation issue.

    Business Response

    Date: 03/28/2025

    I looked into the account. I am showing that we faxed the invoice and paperwork from the clinic to a ***** at ************************ on 02/11/25. The balance for the walking boot has been transferred from patient to the *********************** As of today 03/28/25 I am showing in our system no balance owed by patient. There should be no more invoices sent or phone calls. Thank you.

    Customer Answer

    Date: 03/28/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    this bill was paid Dec.14 , 2024 by my secondary insurance and I keep getting bills and phone calls threatening calls about turning it over to an outside agent for collection. This is causing my so much stress. I called and was kept on hold for 50 minutes before I left a message and gave ref# of payment . I got a message later that said my balance was zero then a week later I get another message threatening collection. I want this resolved now so I don't get any more bills or calls.

    Business Response

    Date: 03/06/2025

    I looked into the account for ***** *********. I am showing in our system that there is no balance remaining on the account. System shows that we received payment from secondary insurance for $11.28. There are also notes attached to account showing that we called and left a voicemail stating there was no balance on the account on 02/25/25. 

    Customer Answer

    Date: 03/06/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. Hopefully I won't get any more bills or calls. Thank you

  • Initial Complaint

    Date:12/23/2024

    Type:Billing Issues
    Status:
    Resolved
    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 need to get onto this site so I can pay the bill I just need the exact url so I can pay the bill because I don't have the piece of paper with the *** I've tried calling dozens of times and I'm continuously hung up on I just want the url so I can type in this account number and invoice number and pay but If I can't get a hold of anyone and they keep charging me gonna just seek options more demanding of them

    Business Response

    Date: 12/26/2024

    The name was incorrect, so it was corrected and billed back to his insurance. He has no balance due, and he was left a message about this. Thank

    Customer Answer

    Date: 12/26/2024

     
    I am rejecting this response because:
    I haven't received any notice and if it was billed back to my insurance then I have been wrongly paying you guys 150 dollars so then where is my money as well as you guys haven't contacted me via anything please reach out properly at ************

    Business Response

    Date: 12/27/2024

    This has been taken care of, we corrected his name and resubmitted to his insurance. No pt responsibility at this time. Thanks 

    Customer Answer

    Date: 12/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. If I end up receiving something in the mail requesting my funds I'll take legal action I have proof that the business has reached out and said it's been taking care of thank you. 

    Thank you. 

  • Initial Complaint

    Date:10/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Been trying to get someone on the phone for months, Ive spent hours upon hours on hold being told you're the next caller in line for no one to answer. Do these people not work? They also turn the phones off during their hours of operation they have displayed on bills and online 8-4:30pm EDT. THEY DID NOT FILE MY INSURANCE FOR A BOOT. They did file for my crutches which I will pay the copay for over the phone so it is applied correctly BUT NO ONE ANSWERS THE PHONE! My insurance is contacting them in regards to the bill they didnt file to them that they are demanding payment from me on. But they wont be able to get anyone on the phone either, so Im sure theyre mailing something. They wont respond though! Theyre going to send my account to collections when they havent even filed my insurance! ANSWER YOUR PHONE!

    Business Response

    Date: 11/22/2024

    Thank you for letting us know about the complaint submitted. I have investigated customer ****** Taylors account *****. This matter concerning the amount of $25.00 has been resolved as of 10/31/24. Our system shows that it was a billing error, and it has been corrected. The amount in question was transferred from the customer and billed to customers insurance on 10/31/24. We also contacted the customer by phone to clear up the matter on 10/31/24. It is noted that the matter was resolved to the customers satisfaction.

     

    Thank you,

     

    ***** *******

    PCS Representative

    Enovis/Orth0 Pros Express     

  • Initial Complaint

    Date:03/18/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    OPE charged me for crutches. We never got crutches. Tried to call the number listed on the billing statement, but no one answers and there is no way to leave a message. No other contact information is available on the bill. I will not pay for a service I did not utilize.

    Business Response

    Date: 03/27/2024

    Good Morning, 

     

    I did speak with the father of our patient and informed him that the ordering physician's office sent in the wrong demographic sheet with the order. August's demos were attached to a patient agreement form for the crutches dispensed to another individual. i informed the patients father that i would credit the incorrect billing that day and he could ignore the invoice that he had received.  

    This issue has been resolved. 

    Thanks! 

  • Initial Complaint

    Date:09/07/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    They sent a bill for my cast boot and i paid it then they sent another bill for the same amount and date of service. i have called the number repeatedly and no one ever answers. I have tried all options and no one answers. I refuse to pay the bill twice for the same date of service. I would like for them to take my son's account off because i do not owe them anymore money

    Business Response

    Date: 09/12/2022

    I am trying to find the pts information so i can look the account up but it's not in the complaint. Can the mother please supply me with the Pt's ID# and Date of Birth. Thanks 

    Customer Answer

    Date: 09/14/2022

     
    Complaint: 17922725

    I am rejecting this response because: I want the Ortho Pros Express to provide an explanation before accepting it. She asked for my son DOB and account #.  His DOB: ******* and the account # is ****** name *************************. Can this information be given to her and if she can explain how i do NOT owe anything then i will close the account.

    Sincerely,

    ***************************

    Business Response

    Date: 09/21/2022

    I have reviewed the account and this pt has received the same items 3 different dates and the Insurance allowed only one set and paid only one set. The Patient Agreement you signed stated that if the item is denied by the Insurance then you are responsible for any amount the Insurance doesn't approve. The Insurance denied due to their Frequency limits. Your son received the Case Boot on 2/4/22 Insurance Paid then again on 3/1/22 $111.84 and then again on 3/22/22 $111.84. That is why you are responsible for the remaining balances. I will adjust off the one balance of $111.84 that is remaining since you did make one payment for the one set but normally you would be responsible. Thanks  

    Customer Answer

    Date: 09/28/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as Ortho Pros do as they say take off the payment of $111.84

    Sincerely,

    ***************************

Ortho Pros Express, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.