Complaints
Customer Complaints Summary
- 160 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/12/2025
Type:Billing IssuesStatus: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.
Unethical business that grossly upcharges (2x to 3x times the price at other vendors) for simple physical care items such as braces and splints. Robs common people blind by taking advantage of the non-transparent healthcare system in the **. Went to the doctor for a knee pain for my 8yr old son. The doctor said no issue seen in the xray but maybe a possible bruise, and provided the brace (with no communication about the cost or any external provider notice). Sure enough a month later I get a bill for $127 from *** company that I never heard of before, for an item that sells on ****** for no more than 25 bucks. If I don't pay they will report to collections and ruin my credit score so its basically extortion and blackmail. Such companies should be reported to all the business regulators out there and I will be reporting this to *** unless I see any response from this business.Business Response
Date: 05/14/2025
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:05/05/2025
Type:Billing IssuesStatus: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 wantBusiness 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,?
DJOInitial Complaint
Date:04/28/2025
Type:Billing IssuesStatus: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 sendBusiness 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 IssuesStatus: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 wrongBusiness 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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 websiteBusiness 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:04/14/2025
Type:Service or Repair IssuesStatus: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 fraudulently, build myself and my insurance company for a brace on February 11 2025. I never received this brace nor did I give permission for this company to order this for me. They build my insurance company for which they were reimbursed $101.74 and are now seeking to balance bill me a total of $9.84. I attempted to reach out to this company to inquire as to why they would do this. I was advised by a representative that they would correct it and to date they have not. I have also reached out via email to the sales rep ***** ***** who did not respond.Business Response
Date: 04/15/2025
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: 04/15/2025
I am rejecting this response because:
I would like the name of the contact to email my concern to
thank you
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.?Customer Answer
Date: 04/21/2025
I am rejecting this response because:
I want a direct person to email. A general email box does nothing. Incidentally, I am an employee of ***** and have referred this Company to our special investigation unit for review of deceptive billing practices. Despite the representative being told that I would not order this item, he went ahead and did it anyway. I want someone to be held accountable at this business and I want a name to email directly to and not a go to a general email box to sit without resolution
Business Response
Date: 05/15/2025
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 created in error and the clinic has reached out to us to cancel this order. As of right now your account is already cancelled and is reflecting $0 balance.
I have requested a $0 balance statement be sent to your address.
Thank you for bringing this to our attention!?
Again, Im sorry for any confusion and frustration this has caused.?
Kind Regards,?DJO
Customer Answer
Date: 05/16/2025
I am rejecting this response because:
I WANT my insurance company to be sent back the money that they paid out. This has yet to be done by your company. Thus has not been resolved
Business Response
Date: 05/16/2025
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 created in error and the clinic has reached out to us to cancel this order. As of right now your account is already cancelled and is reflecting $0 balance, and yes the insurance has been refunded back the payment they had sent us.
Thank you for bringing this to our attention!
Again, Im sorry for any confusion and frustration this has caused.
Kind Regards,
DJOInitial Complaint
Date:04/09/2025
Type:Service or Repair IssuesStatus: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 11/01/2024Business 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.??
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