ComplaintsforDJO Global

Medical Equipment

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/13/2024
Complaint Type:
Billing Issues
Status:
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.
My daughter received a ankle brace from her doctors office, which was then Bill through DJ O global DJ global never sent us a bill and turned a bill into collections in a 13-year-old childs name they never properly build our insurance or contacted us when called to rectify And explain to them what they did was illegal billing a minor instead of her guardians and selling a debt they refused me to speak with the supervisor and when asked about Why there would be a bill in the first place being we have zero co-pay in the proper insurance they was able to pull it up right away. My 13 year old will have this that shown on her credit.
Business response
06/18/2024
Hello **************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused.
Please reach to me at ************************************* and provide me with your daughter's name and date of birth so I can look into the account and make the corrections needed.
Sincerly,
DJO/Enovis
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Recently had surgery and was sent home with a ******. The company that provided the ****** has now sent me a bill. They have not billed the insurance company correctly and the claim was denied. I call their 888 number on the bill to provide the correct insurance information and the representative ***** and a second representative ****** were unable to assist. When I asked for a supervisor, I was placed on hold until their offices closed and then they disconnected the line. I do not particularly enjoy being called a liar and told I do not know what I am talking about.
Business response
06/20/2024
Hello **********************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused.
I have reviewed your account, and it appears we have updated your account with the updated insurance, and we are pending a response from them.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO/Enovis
Initial Complaint
06/11/2024
Complaint Type:
Product Issues
Status:
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.
I broke my shoulder and the local urgent care on Lombard gave me a brace (a bad one). Subsequently received the bill from **** directly and attempted numerous times to pay the bill online w/ no success. I've phoned, emailed etc. w/ no response. I just want to pay my bill but the stress they've caused is unimaginable. I've phoned 6x today to resolve this and am disgusted w/ follow up and lack of response. No one should purchase their products b/c you're just going to have ZERO customer service, empathy & general focus on a patient, not a product. Shame on this predatory company.
Customer response
06/12/2024
I have attempted to contact numerous times & whenever I attempt to pay I receive the insanely creepy image which suggests this is not even remotely a viable company.

Business response
06/20/2024
Hello ********************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused. I have reviewed your account, and it appears you have made your payment, and your account has a zero balance.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO/Enovis
Initial Complaint
05/22/2024
Complaint Type:
Billing Issues
Status:
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.
My Dr. ********** a medical device and it was approved in December of ********************************************************* January instead of from the date it was approved where my deductible had been met to cover the full cost of the device. Now they want me to pay for half of the device and are threatening legal action.
Business response
06/04/2024
Hello **************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused. I have passed your complaint along to the appropriate team to address. I will follow up with the internal team to ensure they respond with a resolution.
Regards,
DJO/Enovis
Business response
06/06/2024
Hello **************,
I have just received notice from the Internal Team they have adjusted your account to what you were told back in December when the process what was started. I did confirm that your account has a zero balance. Again, I apologize for the frustration this has caused.
Sincerely,
DJO/Enovis
Initial Complaint
05/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
I keep receiving bills from this company for a knee brace. I have not gotten a knee brace from them. They tell me i got it from my doctor. I haven't seen my doctor in almost a year. I have called their customer service and told them this. I have not been able to get this resolved.
Business response
05/07/2024
Hello ******************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused. I have reviewed your complaint regarding the Knee Brace you have received a statement for.
Our records indicate you were seen on 9/14/2023 by *************************** at the ******************************. While there you were provided with the ***** & ***** Left Knee Brace. This Knee Brace is not covered by your insurance as it is considered a non-covered item.
It appears that you signed the Patient Product agreement on 3/5/2024. You declined to receive a copy of the receipt at that time. I have attached it here for your review.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO/Enovis
Initial Complaint
04/26/2024
Complaint Type:
Product Issues
Status:
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.
3/14/24 at a local medical facility, received a wrist brace that made injury worse, ******** told me to contacted DJO directly which I did on 3/15/24 and was told a refund would be given in 2-3 weeks. contacted DJO on 4/16/24 and told by a supervisor refund had been processed and to allow another week. contacted *** on 4/24 and was told to allow more time and refused to transfer to supervisor. contacted DJO on 4/26 and was told again refund has been been processed and to allow an additional 2-3 weeks. transferred to supervisor and after refusing to hang up without a resolution was told she would initiate an email to someone on the refund team and i would receive a refund by May 1. Each time I've called I have spoken with people who cannot communicate effectively in the English language. They also speak too quickly for you to understand their broken English. At this point I feel they are putting me off for weeks so it will be too late to dispute the charges on my credit card with the bank. I called initially on 3/15 and today was told to allow an additional 2-3 weeks, which would be nine weeks from the date of my original call. My Account number with DJO is ********.
Business response
05/03/2024
Hello ************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused.
I have reviewed your account, and it appears that your refund was processed on 4/29/2024. The transaction Ref # is ***********. This can take a few days to show on your credit card account.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
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.
I sent 2 braces back and they were received by the Donjoystore on April 1, 2024. I have not received my refund, which was supposed to be credited back to my original form of payment in 7-10 business days. It has now been 14 business days. Have called customer service 4 times. They cannot provide me with any explanation. They say they expedited the refund a week ago and still cannot tell me anything. I have asked for a supervisor and they say that is not possible, nor is it possible to connect me to the department that issues the refunds. It is a total dead end. ************************* ************ Order # ******* RA # ****** ********************** At the very least, I would like a number where I can reach someone that can give me an answer.Also I would like my refund.
Business response
04/30/2024
Hello ********************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused. I have forwarded your concern to the appropriate Team so we can get this handled in a timely manner for you. They will be reaching out to you via email or phone number you have provided.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 3 Compex Stimulation Units from Compex ***, a part of DJI Global. All three of these units have a design flaw where the charging station is rendered unusable after the charging pins get stuck in the down position and then fail to charge the stim units. At this point the actual stim units are fine but unusable because the charging station is the only means of recharging them. I brought this issue up to customer service and they replaced one of the units about a year ago. I was reassured that if this happened again I could contact them for support. I contracted them today after the replacement unit failed and I was told they do not warranty replacements. When I first received my unit I asked about warranty coverage and I was told it would be covered. Needless to say, they fail to accept the design flaw and continue to put these products into the market knowing they will fail.
Business response
04/26/2024
Hello ******************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused.
I have reviewed your account, and it appears the ************* Team has refunded you on 4/19/2024. They have provided Ref # ONT40152674 if you need it.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO

Customer response
04/26/2024
*****,
Thank you for your reply. Not only did I not receive any refund, as you claim. There would be no way you could refund me since never purchased any product directly from DJI or Compex directly. I spoke to an ****** and corresponded with a ***** through email. On 4/19/24 I called because the item I was sent as a warranty exchange has the exact same failure as my original. I was told that nothing could be done and my unit was not covered. I have no bank or credit card info for a refund and therefore was not given one. I will provide all my bank statements to prove such. Not only has your company continued to sell this item knowing the charger will fail, you have done nothing to fix it in the future. Ill be filing a complaint with consumer affairs as well since you are lying about what *** received from DJI.
Customer response
04/26/2024
I am rejecting this response because: There was no refund as the respondent has claimed. I called the company on 4/16/24, not 4/19/24 as I said in error previously. I was told nothing could be done to help me. I provided no bank or credit card info for a refund and they would not have one on file for me. Therefore the claim that I received a refund if a flat out lie and I will provide all my financial information if necessary. I simply wanted this company to stand by its products. This is not an issue of 1 product failure, but 4 failures. 3 that I purchased and the warranty exchange provided to me a year and a half ago has also failed in the same way. There is no way 4 units can fail the same way and it not be a design flaw. I have kept the units as proof of the flaw and will not rest till this company is held accountable or admits to and reimburses me for the lack of transparency and any long term resolution to this issue. I simply want what is fair.
Business response
05/03/2024
Hello ******************,
I apologize for the confusion on my last response to you. I unfortunately provided you with incorrect information. I have forwarded your concern to the correct department. They should be reaching out to you as soon as they have an update for you.
Again, I apologize for the frustration and confusion.
Sincerely,
DJO
Customer response
05/03/2024
I am rejecting this response because: I do not accept the apology. This is not personal but is exactly what I would expect from a company that has not been truthful with me since I have brought this to the companies attention. I simply am asking you, as a company to stand by the products you sell and warranty. I pointed out a mechanical flaw and since then have been met with resistance, lies, deception, and outright denial of your own product warranties. People who treat customers this way need to be held accountable, and the fact that you sell medically based devices and act so irresponsibly make it imperative that your companies conduct is called out.
Business response
05/24/2024
Hello, again I am sorry that you are not happy with my response. We have all the appropriate Teams working on getting you a resolution as soon as possible. I have forwarded this to my supervisor. We will be responding to your complaint to the NYC Consumer Protection.
Sincerely,
DJO
Customer response
05/24/2024
I am rejecting this response because: i called your office the other day and was told you, or someone would call me back later that day. No one called. Your company has been stalling and ignoring this issue for two years and I have the emails to prove it. Your customer service team provided me with an email for DJO international and all my emails to them have gone unanswered. My calls to DJO are dismissed and you have been unresponsive this entire time except when I was given a warranty exchange, where the same defect manifested again. So, unless you can explain how I have 4 of the same devices that all failed the same way I think youre just trying to avoid admitting fault and having to recall your medical device that is flawed. So I will wait patiently like I have for two years now and I will file another consumer complaint to the ********** of ****** or whatever body I can so no one else has to go through what I have or lose as much money as I have. As always, I look forward to a resolution
Business response
06/06/2024
Hello ******************,
I have heard from our internal Team that this has been taken care of and you are satisfied with the resolution provided to you.
Sincerely,
DJO
Customer response
06/06/2024
I have reviewed the business response and accept this resolution. The items have been replaced. Hopefully these are better quality.
Initial Complaint
04/13/2024
Complaint Type:
Billing Issues
Status:
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.
My son ************************* injured himself and visited *************** with *************************** on 2/18/2023. **** is a full time student and covered on my FEP *************** **** received medical Equipment as part of his care and FEP Blue was bill $53.12. According to the **** this exceeded the allowable charges for the services and a balance of $10.59 was due on this account. As a government employee, my insurance is at least adequate, and I am surprised the medial provider overcharged me for the medical equipment.In the attachment labeled "Bills and ****" you will find that I received numerous bills even though I paid the outstanding balance and on many of the bills my wife notes the *** employees she spoke with. You will also see the **** with a payment date of 3/15/23.We received bill 1 on 3/19/23 - note in RED PAID online with AMEX on 4/10/23.Also observe that we provided in this bundle the PAYMENT RECEIPT.. We received another bill on 1/28/2024 and received on 2/25/24 almost a year after we paid. Spoke with with **** on 3/14/24 we are asked to send in the bill which we did, see attachment FWD payment AND your automated response.I will not pay $10.59 a second time because this is wrong. The *** should investigate these predatory practices because I assume many other sheep just pay because these do not keep excellent records or are too busy to fight.In any event please provide the following;1) A meaningful review of our account with a determination IN writing to our bilingual address. Clearly state if the account is closed as paid full and the date. 1a) Include an explanation of the failure to apply our payment properly and timely. If a systemic issue was a contributing factor or a root cause please explain the problem. You should also include your regulations of the population of impacted consumers.2) Provide the policy and procedures for applying online patents.
Business response
04/26/2024
Hello Mr. ************** name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused.
I have reviewed your account, and it appears the **************** Team has reached out to you that the payment did not process when you attempted to make the payment and needs to be reprocessed and you agreed.
Again, I apologize for the frustration this has caused.
Sincerely,
DJO
Customer response
05/04/2024
I am rejecting this response because: They are fraudsters and should be investigated for this practices. I received another bill which is attached. I paid again online and have provided proof they are attempting to collect a debt that is not owed. How many times can I pay and I need to provide proof?
Secondly, I asked for a written response. DO Not Call provide WRITTEN RESPONSE TO THE ADDRESS you have on file.
Business response
05/14/2024
Hello ********************,
Again, I apologize for the frustration this has caused. I have again reviewed your account and see that you have made your payment, and your account has a zero balance.
Sincerely,
DJO
Initial Complaint
04/03/2024
Complaint Type:
Billing Issues
Status:
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.
I received on 10/4/2023 a Quick fit Wrist 11 Univ from my Dr ****** after surgery. The price was $70.94. My acct #D7944623. I'm self-pay. I've paid the Bill of $70.94 in full on March 12,2024 balance is $0.00. I've called ************************************************************ full, thisDJO Global refuse to. I called 4/1/2023 ******* said I still owe $70.94.Confirn#********. Auth Code#******.Consumer#****. Everytime I call their excuses about me still owe DJO Global the acct is paid off in full since 3/12/2023. This company DJO has been rude to me and has hung up on me many times. Rep names from DJO 1/28/2024 Daisy 2/20/2024 *****.3/12/2024 ***** Supervisor.3/12/2024Isabelle.3/24/2024 *********.3/12/2024Mr ****** took my $70.94 Payment over the phone.3/12/2024 at 5:03pm. Confirmation# ****** for payment also in my email proof of payment was sent. My ****** ************************* I called on April 2,2024 ******* at DJO Global said according to their records I still have a balance of $70.94 and that's not true my balance is $0.00. I reached out to my Dr ****** about this ongoing problem and their trying to get answers why this company DJI Global refuse to update my acct to $0.00. This is very shady business practices and possibly scammers DJO.This business needs to be closed down for scamming innocent patients. I paid my Entire **** off and this company needs to show that this acct was paid in full and closed this account . This business has rude employees and supervisors. I demand to have my acct paid off and closed and send me in the mail a paper saying this acct is paid off in full and closed with a $0.00 balance. Paid off this $70.94 bill in full on March12,2024. As of April 2,2024 the company says I still owe and this is a lie. I've reached out to the BBB in ******** **** on 4/2/2024 and I was email this complaint from against DJO Global. I will be contacting the *********************** of ****. Seeking an Attorney if this matter isn't resolved. Seeking the BBB of **. Thank you ***************************. ************ is my Cell# ****** *************************
Business response
04/10/2024
Hello ****************,
My name is ***** and I help oversee **************** here at DJO. I apologize for the frustration this has caused. I have reviewed your account, and I can confirm that the payment you made had been applied to your account and there is a zero balance.
Again, I apologize for the frustration.
Sincerely,
DJO

Customer response
04/12/2024
I would like DJO Global to send me a paper statement in the mail . Stating that my account is $0.00 balance and my account is closed with an effective date. Today's date is April 12, 2024. I called today at 9:24 am and spoke with Rep ***** and she took my information about sending me a paper statement with my $0 balance and then she hung up on me abruptly before the phone call was finished.

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. ↩

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.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary