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:05/05/2025

  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 went to an urgentcare on 3/30/2025, I got a brace received a bill from DJO for ******, very overpriced but I intended to pay it anyways I went to their website my statement shows, entered my information and logged in.on the website, my account shows a 0.00 balance, as uupdated as 4/24/2025 even though my bill statement date was 04/20/2025 showing ****** the website does not offer anyway to pay it, the live agent tells me no one is available to try back during business hours, even though at this time its 05/05/2025 at 1:27pm which is a business day. I try to call the number on the statement and I get hung up on, or a voicemail. I am a consumer attempting to pay a debt, but I shouldnt have to do this much legwork to pay a **** DJO sent me and apparently does not want

  Business Response

  Date: 05/06/2025

  Hello ********,

  We apologize if our service did not meet your expectation and appreciate you taking the time to share your concerns.? Accordingly, we have carefully reviewed your account and the issues you have raised.

  I see that this bill was for a TKO KNUCKLE ORTHOSIS,RT dispensed to you back in 03-30-25, this item goes for $198.00 and we have filed this claim to the insurance company who sent payment $127.17 and we were able to apply a discount for the remaining $70.83.  This bill is paid in full.  When you tried to log in online the system was in the processes of posting the payment the insurance carrier sent to us that is why you were having trouble.  

  You will be receiving a $0 balance statement.

  Thank you for bringing this to our attention!? 

  
  Again, Im sorry for any confusion and frustration this has caused.?

  
  Kind Regards,? 

  
  DJO

   

• Initial Complaint

  Date:04/28/2025

  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.

  DJO Global billed me for a knee brace following my ACL surgery. I settled the amount owed through my insurance portal on November 2, 2024, and DJO accepted the payment on November 21, 2024. Despite this, I've been bombarded with calls and mail claiming I haven't paid, despite providing proof that I have. Whenever I call DJO, I encounter frustrating obstacles: calls being picked up then immediately ended, claims that systems are down or staff are unavailable due to training, unfulfilled promises of callbacks, and refusals to take action even after providing confirmation numbers and transaction IDs. My insurance has also contacted them numerous times, only to face similar obstacles like unanswered calls, no call back, or claims of ongoing training sessions. Everything on both my end and my insurances end clearly shows that the payment was made and accepted by ***. I have not received a refund for the payment I made, which means they accepted it, yet they are still asking me to pay again for the same charge. They have now sent a collection agency to pursue the bill; I explained the entire situation to them and provided proof of payment, but their response was simply, "DJO says you haven't paid." Despite having made two prior payments without issue, *** seems unable to resolve this matter regarding the payment made months ago and cannot provide a reason as to why. If they lost my payment, it is not my responsibility to pay them again and simply hope they process it correctly. It shouldn't be impossible to track down a payment a customer made. I have taken hours out of my work days calling DJO and insurance.

  Business Response

  Date: 04/29/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ****************************************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation. Thank you.

  Customer Answer

  Date: 05/01/2025

  I am rejecting this response because: nobody has responded to my email that they requested I send

  Business Response

  Date: 05/01/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.?? 

• Initial Complaint

  Date:04/26/2025

  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 keeps billing me for a ******, getting through to dispute my bill takes for ever and they sent the same exact bill after explaining I never got a fold ****** I got a elbow brace and the billing is wrong and still wrong

  Business Response

  Date: 04/29/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ****************************************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation. Thank you.

• Initial Complaint

  Date:04/22/2025

  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.

  In August 2024 I visited an emergency room for a sprain and they provided me with a set of crutches on discharge. In September 2024 I received a bill for $14.56 which was paid in full with a check. The following month I received another bill from DJO and I didn't pay much attention because I figured my payment must have gotten crossed in the mail. The next month I received another bill which I noted was for $7.96. I called DJO to question the bill and subsequently mailed a letter to the address provided to dispute the charge together with a copy of the canceled check. I am still getting bills every month for $7.96. When I attempted to resolve on the payment portal chat, the chat discontinued before transferring me to a live agent. I attempted to reopen the chat and could only get a message stating that I needed to contact them during their business hours (8-5:30 pm Central Time, M-F). It was a Tuesday at 1:30 pm Central Time.

  Business Response

  Date: 04/24/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.?? 

• Initial Complaint

  Date:04/21/2025

  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.

  Good Morning,My daughter was seen in the hospital for a fractured arm and was released with a sling. The sling was provided by DJO which I did not learn of until after I received a bill. This was a surprise bill. Patient received emergency care (***** *****) and DJO received a payment in the amount of *****. They should not be balanced billing the patient. They did not share any out of pocket expenses at the time of service. This violates the No Surprise Billing Act. Furthermore I have called multiple times. Agents are not able to assist on the phone or they hang up on you and ask you to call back. I sent my response in writing to them with a copy of the bill and they continue to send me bills in the mail and also calls to my work number. The ***** should be written off immediately. Thank you.

  Business Response

  Date: 04/24/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  DJO is over charging consumers for medical devices. My son needed a post op knee brace. I trusted the team at his doctor's office. The brace, my son wore for two days, cost $735.00. My insurance, who was also overcharged, paid $283.00 of that, leaving me with a remaining balance of $452.00. There are several negative reviews about this company, with consumer being charge more than 7 times the value of the medical device.

  Business Response

  Date: 04/24/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:   

  Business Response

  Date: 04/29/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ****************************************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation. Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  After receiving treatment for a broken wrist I was given a simple wrist splint.Model: ProCare Quick-Fit W.T.O.PDAC Assigned Code: L3809 Fast forward to yesterday and I receive a bill for $179.40. A simple ****** search shows this model is no more than $35 from literally anywhere else. I've tried multiple times to call the customer service line at ************** but all that happens is that some woman from India picks up the phone, tells me that the call volume is too high and to try back again later then hangs up. Its not even an automated response it's a real person that just reads this script and hangs up on you.This is most sketchy and unprofessional way to treat people -- feels entirely like a scam. This company needs their business license revoked.When you go to their website

  Business Response

  Date: 04/21/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ****************************************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation. Thank you.

• Initial Complaint

  Date:04/09/2025

  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.

  DJO *** came to my house to drop off a restrainer after a shoulder surgery. I made sure to ask if there was a co-pay. He assured me that this would be 100% covered by my insurance company. To my surprise, I now have a bill. I tried multiple times to reach then to discuss the matter and was tossed around from person to person. billing date was 11/01/2024

  Business Response

  Date: 04/10/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.?? 

• Initial Complaint

  Date:03/24/2025

  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 son received treatment for ankle pain at a medical facility in mid-February, during which he was provided with an ankle brace. We were under the impression that the cost of the brace was included in the overall medical bill because, when we asked the doctors about the price, they did not provide any information and simply asked us to sign a document. We signed it believing it was a standard consent form for treatment, not a purchase agreement. However, we later received a separate bill for $41.85 for the ankle brace, which we paid. To our surprise, we then received another bill for $54.74 for the same brace, causing confusion. Why are we being billed twice for a single item? Moreover, we feel overcharged, as similar braces cost less than $20 on Amazon.After the brace was applied, my son experienced increased pain and discomfort, so we removed it within 10 minutes and have not used it since. Given that it caused harm and no benefit, we decided to return it. After chatting with a *** representative, I was told I had signed a document and that a 14-day return policy applied, but no refund was possible due to the time passed. This is unacceptable because:When I signed the document, I was not informed of any price or return policy. I believed it was consent for treatment, not a purchase.They claim a 14-day return policy applies, but I couldnt act on it without knowing the price.The invoice is dated 3/2, already beyond the return window, yet I received it only on 3/23. Sending the invoice after the return period seems deceptive.I simply want to return the unused ankle brace, receive a refund of $41.85, and have the $54.74 cleared. This situation feels unfair and lacks transparency.

  Business Response

  Date: 03/24/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.

• Initial Complaint

  Date:03/05/2025

  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.

  My daughter fractured both of her arms August 2024. The orthopedic ** we went to gave her a ***** brace on each arm. I didn't receive ANY mail about a bill until I get a call from a collection agency attempting to collect $531.30 under my Daughters name. They billed me over $400 EACH for wrist braces that I can order off of amazon for $110. Then when I try to call and make a payment just to get it over with, I'm told their payment department is "under review" so I can't make a payment at this time. BIGGEST SCAM OF A COMPANY I HAVE EVER DELT WITH. Robbing people blind upcharging by over 400%.

  Business Response

  Date: 03/06/2025

  At Enovis/DJO we aim to provide the highest quality customer service and care to each of our patients, and I am very sorry to hear you feel your experience did not reflect that. Please email me at ******************************************** with your name and account number so I can look into this for you. Please do not include any PHI, just your name and account number and a brief explanation.Thank you.

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because: i emailed the address provided 5 days ago and haven't heard anything back.

  Business Response

  Date: 03/12/2025

  We are sorry for the frustration this has caused. We have passed your complaint along to the appropriate team to address. We will follow up with the internal team to ensure they respond with a resolution.? 
  Thank you