Complaints

This profile includes complaints for OrthoCare Medical Equipment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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OrthoCare Medical Equipment has 6 locations, listed below.

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  OrthoCare Medical Equipment

  700 Lake Ave, Suite #6 Manchester, NH 03103-2734

• 

  OrthoCare Medical Equipment

  41 Burlington Mall Road Burlington, MA 01805-0001

• 

  OrthoCare Medical Equipment

  192 Tilley Dr South Burlington, VT 05403-4440

• 

  OrthoCare Medical Equipment

  1 Medical Center Dr Suite 809 Lebanon, NH 03756-1000

• 

  OrthoCare Medical Equipment

  1 Essex Center Dr STE N2503 Peabody, MA 01960-2901

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:12/19/2024

  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.

  This company is negligent, borderline predatory in its billing practices. I never received a bill from them, but did receive a collections letter about a balance owed. On 6/8/24 I received a generic wrist brace from my doctors office. I never received a bill from Orthocare. I received a collections letter from ****** and ****** dated 12/4/24. I contacted Orthocare and they stated that one statement was sent out. Aside from their horrific price gouging practices, this kind of billing can be terribly damaging to a persons credit. One statement unpaid does not warrant being sent to collections. I have paid the bill with my *** but am compelled to file a complaint to hopefully prevent this from happening to someone that may not be able to pay the bill, or that is otherwise going to be adversely affected by a collection on their credit score.

  Business Response

  Date: 12/31/2024

  Hi Valeria **********,

  We sincerely apologize for the inconvenience you experienced during your recent interaction with us. I can assure you, our billing practices are compliant and we follow the regulations to the letter. As a patient myself, insurance fees and claim processing can be confusing so I would like to explain your particular case to help us both understand how we got to this point.

  1. On 6/08/2024 you were seen at ***** MEDICAL CENTER - ********** - Urgent Care

  2. As prescribed by MD ******* ******, you received a wrist brace. Orthocare Medical Equipment is the *** provider for *****. That means the services associated with the wrist brace are billed by Orthocare Medical Equipment, not *****. At this point you have options, you can fill the wrist brace prescription at the hospital. This allows you the opportunity to ask questions and be fitted for the correct size. You could also choose to purchase the brace retail outside the hospital. We have found that patient education is lacking in this area of choice.

  3. We billed your insurance BCBS. As for the fee amount, that is set by each insurance company. By law we must bill all insurance companies the same amount for the product being dispensed. What is coverage is up to the insurance company, not us. What you must pay, is decided by your plan with your provider. 

  4. On 10/04/1024 we received the following message from your insurance company. - PER BCBS NH CL#*******CV1396 DOS 6/8/2024- We paid the member for this claim because the doctor/facility is not in the plan's network. The member is responsible for paying the bill they receive from the doctor/facility.

  5. On 10/18/2024 we sent a statement to your address on file, **********************************. No payment was made.

  6. Around Nov 27th we sent your account to our collection agency. This is policy for claims aged this long.

  7. On 12/19/2024 you called and made a payment using your HSA card.

   

  I hope the above provides some supporting education. I can also assure you, your credit report will not be impacted by this encounter.

  Orthocare Medical Equipment is a veteran owed family business. We truly value you as a patient and appreciate your trust in our care.

  Thank you,

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

   

   

   

   

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to you about my experience with Orthocare DM Easy. of *********************************************************************************************************** the result of a broken ankle in early June in an immobilizer for 3 weeks and upon return to the orthopedist was recommended to use an AIRCAST splint for a further 3 weeks. (******* is a brand name available in most pharmacies for roughly $35 ). As a retired physician I had treated many people with these for the past 40 years. The orthopedist's staff said that they had the AIRCAST in the office and that I would be billed by Orthocare as their supplier.The splint that I was given proved to be a cheap knockoff of the name brand which I attempted to use several days later. The real aircast allows the patient to wear a regular shoe with it. The knockoff proved to be uncomfortable and too bulky to allow wearing a shoe. The enclosed instructions said that there was a tube included so that the brace could be further inflated .This was not provided. The splint provided caused abrasions of my leg and ankle was virtually useless. I returned the knockoff to the provider and explained that it was a piece of junk for which I received a bill for $114.25---3 times the cost of the real thing. Somehow they had wormed their way into the purchasing **** of the hospital with a greatly inferior product. I attempted to contact the company by phone at their advertised number and during their advertised hours of operation and never had the call answered. So beware of having anything to do with this company ---inferior products at greatly inflated prices. This is a fraudulent company.

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On May 24, 2024, Orthocare Medical Equipment LLC sent me a refund check for $42.00. When I deposited the check into my bank account, it was returned and I was charged $15.00 by my bank. I called Orthocare Medical Equipment on June 4 and spoke with *************************** who told me that there was an issue with the refund checks as their bank information was compromised and that new checks would be issued and sent out. I asked for the $15.00 that I was charged by my bank to be included in the new check. ******** said she would check with her supervisor and get back to me. ******** then followed up with an email to me later that day saying that she was still waiting for an answer. That was over a month ago and I've sent a few follow-up emails to her along with a phone call and have not received any response or a new check. I would like Orthocare to issue me a new check for $57. $42 for the original amount plus the $15 that my bank charged me for their returned check.

• Initial Complaint

  Date:10/11/2022

  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.

  I received a $101 bill from Ortho Care for arm braces which were recommended by my doctor to decrease numbness in my fingers. I wore the braces as recommended for over a month with no improvement of my symptoms. I called Ortho Care to let them know they were not helping, but they said there was nothing they could do. I asked to speak with a manager, and left a message with Julie. I waited several weeks with no response, and called again today. I initially spoke with Kyle who said there was no record of my previous call, but he admitted they don’t always “notate” the accounts when someone calls. I explained my concern and told him I hadn’t gotten a call back from Julie, the manager. He transferred me to her at which time, I explained my concerns. She very curtly told me there was nothing she could do despite the braces not working. I asked if she could meet me somewhere in the middle since the braces are useless to me, and she rudely told me she couldn’t do anything and I should call my insurance. I am baffled by this blatant disregard for their own product and an unwillingness to back it up or at least negotiate a reasonable solution. I would think they would take more pride in their product.

  Business Response

  Date: 10/11/2022

  Dear Consumer;

  RE: Case #  18183274

  Thank you for reaching out to OrthoCare Medical Equipment regarding how your insurance processed your brace. OrthoCare can certainly understand your frustrations and the complexity of understanding member’s insurance benefits and what terms under our insurance contract allows for adjustments.

  Many insurance plans have major deductibles and some carriers separate DME products or combined DME & Orthotics coverage together as well as in network and out of network coverages, it is always best for members to speak directly with member services to verify how their plan would processes such claims.

  Your insurance payer has instructed OrthoCare to process your claim towards patient responsibility (not meeting your plan deductible).  OrthoCare can not make any adjustments on this balance as the insurance payer will process or pay other server provider claims based upon the amount applied towards satisfying the plan deductibles.

  Regarding your concern with the effectiveness of the brace for your medical condition.  Your physician prescribed the brace as a means of treatment or expected outcome. If your condition does not improve or worsens then you should consult directly with your Physician regarding your treatment plan and advice on your continued or discontinued use of the brace.

  Thank you again for contacting OrthoCare as we value your feedback on how your claim was processed.
  
  Sincerely,
  OrthoCare Medical Equipment..

  Business Response

  Date: 10/11/2022

  Dear Consumer;

  RE: Case #  18183274

  Thank you for reaching out to OrthoCare Medical Equipment regarding how your insurance processed your brace. OrthoCare can certainly understand your frustrations and the complexity of understanding member’s insurance benefits and what terms under our insurance contract allows for adjustments.

  Many insurance plans have major deductibles and some carriers separate DME products or combined DME & Orthotics coverage together as well as in network and out of network coverages, it is always best for members to speak directly with member services to verify how their plan would processes such claims.

  Your insurance payer has instructed OrthoCare to process your claim towards patient responsibility (not meeting your plan deductible).  OrthoCare can not make any adjustments on this balance as the insurance payer will process or pay other server provider claims based upon the amount applied towards satisfying the plan deductibles.

  Regarding your concern with the effectiveness of the brace for your medical condition.  Your physician prescribed the brace as a means of treatment or expected outcome. If your condition does not improve or worsens then you should consult directly with your Physician regarding your treatment plan and advice on your continued or discontinued use of the brace.

  Thank you again for contacting OrthoCare as we value your feedback on how your claim was processed.
  
  Sincerely,
  OrthoCare Medical Equipment..

  Customer Answer

  Date: 10/12/2022

  
  Complaint: 18183274
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 10/12/2022

  
  Complaint: 18183274
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/06/2022

  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 have emailed Orthocare once. I have sent two letters and Orhtocare has not responded. Disputing the bill. Orthocare has not provided any documentation that I authorized the purchase of the item.

  Business Response

  Date: 09/06/2022

  Dear Consumer,
  Thank you for taking the time to notify us of the problems you have experienced with communication(s) sent to OrthoCare requesting details on a statement received for your insurance deductible on product received.

  You did not indicate the mailing address or email address you have used to contact OrthoCare so I am unable to review the receipt or issue of.  Your complaint is regarding proof of receiving our product during your July visit to a medical facility.  Due to your privacy and protection under HIPAA we cannot provide specifics details in a public forum.  The statement you received is for your 20% co-insurance portion of your medical claim.  If you have secondary insurance,  please contact our office so we can re-process appropriately.

  Regarding your concern for proof of delivery,  OrthoCare will mail to you a copy of the medical release form you signed acknowledging your receipt of product from OrthoCare Medical as well as your responsibility for any balance not covered by your insurance company.  Please allow 7-10 days to receive this correspondence in the mail.

  Please accept our sincerest apology for any inconvenience we have caused you in our receipt or delay in acknowledging your correspondence.

  If you need any further assistance in this matter, please reach out to our office manager in the Manchester location (603) 668-6688.

  
  Best Regards,
  OrthoCare Medical Equipment, LLC

  Business Response

  Date: 09/08/2022

  Dear Consumer,

  In our previous response we had indicated that we would be mailing you documentation that you signed and acknowledge the receipt of products from OrthoCare. We ask that you allow 7 to 10 days to receive this documentation that clearly communicates OrthoCare as the supplier-owner of the product received.

  The product provided was prescribed by the treating physician and a covered service in your medical benefit plan which was not a retail sale.  OrthoCare is a contracted supplier to the facility and provides product on consignment to be dispensed as prescribed by the medical facility if the beneficiary chooses to accept at the time of service.  Providing services on site is an option verses traveling to another provider especially If the product needed assists with ambulation.  The services provided by OrthoCare are not connected with the facility’s profitability status.  The on-site inventory is owned, supplied and managed solely by OrthoCare.
  

  Medicare benefit is only  80% and the beneficiary is responsible for the 20% balance unless they carry secondary insurance.  Medicare sets the fee schedule for the reasonable and customary charges.  OrthoCare in this situation billed below the allowable fee schedules which resulted in a lower 20% responsibility and not over charged.  Medicare’s DMEPOS fee schedule by product and state is publicly provided on CMS’s website https://www.cms.gov.

  I hope that you find this further information helpful in answering your questions.  We take customer satisfaction seriously an again would like to apologize for the frustration you’ve experienced recently. I want you to know that we appreciate your feedback and valid questions on how our service fell short of expectations.

  We are actively working to resolve these types of service issues between our customer support team  and are making it their new priority to ensure service problems like this do not happen again through associate training.
  

  Thank you again for reaching out to us.

  OrthoCare Medical Equipment, LLC

  Customer Answer

  Date: 09/13/2022

  
  Complaint: 17919319
  
  I do not accept the business's response as a resolution to my complaint because:

  The bill is a violation of the Federal Surprise Billing Act.
  
  I did not sign the form Orthoscare sent me that I accepted the billed amount.
  
  As stated, ********* Health employees sold me a product Orthscare admits they own.

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