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Complaint Details
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Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My sister bought this knee brace from Amazon for me because I had a meniscus tear. Within a few weeks, it had torn. The information that came with it said it had a 6 month warranty. "DJO, LLC will repair or replace all or part of the unit and its accessories for material or workmanship defects for a period of six months from the date of sale." I contacted them, sent them pictures of the tear, sent them a copy of the invoice. Their answer was "It looks like this item is sold by: Healing Easier. Our warranty only falls under our vendors Motion store & Amazon.com services."It was ordered from Amazon. I've had to get another brace to be able to continue to work. The subject line of the email that said this was *********************** - 00330409.If a company has an A+ rating with BBB, they should be honoring their warranty.Business response
07/19/2024
Hello ********************,
My name is ************ help oversee **************** here at DJO/******************. I apologize for the frustration you are experiencing. In your complaint you stated that you ordered your product from Amazon. For any returned or refunds you would need to reach out to the company you received the product from.
Sincerely,
DJO/EnovisInitial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I broke my ankle and had to get a walking boot from this company and I couldn't afford the whole bill when it came so I was paying them $50 a month. I ended up paying $50 too much and the company agreed that they owed me $50. For 2 months I've been trying to collect this $50 and I've heard everything from the check is in the mail to we are working on it and I still have not received my $50. I have spoken to the supervisor name **** and he said yes we owe you $50 and I will check with the refund department and call you back. he never did call me back and I've tried calling him every other day for two weeks, he will not take my calls. This company admits that they owe me $50 and they have not paid it. I want my $50 back.Business response
07/02/2024
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 see that yesterday, 7/1/2024 it was confirmed that a refund check has been processed (check #*******) and is on the way to be mailed. This can take up to 2 weeks to be received.
Sincerely,
DJO/EnovisCustomer response
07/08/2024
I have reviewed the business response and accept this resolution.Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter received a walking boot from her ortho doctor, there is no price listed on the contract. I cannot find anywhere that the contract states you can upcharge over the retail rate to insurance on there either. Maybe you should be honest and add that to the contract so consumers can see what kind of company you are. The boot broke after a couple days on top of it, but I missed the return window. I received a bill for $296.91 for the boot. Of course after the 14 day return window. They sell this boot on their website for $80. Since my daughter didn't meet her deductible yet they are stating I am required to pay $296.91 for a boot they sell for $80. The reviews for this company or awful, on yelp they have a rating of 1.2 out of over 70 reviews. When will something be done to this company for the price gouging, lack of customer service, etc? I called them more than once, I could not understand the person I was talking with. I have emailed them, they don't care. The last phone call I was hung up on. I am going to urge our ortho doctor and any other doctor to stop using this company. This is another reason people cannot afford medical. My insurance paid $38.13 so I will gladly pay the $40 some dollars from your retail price, minus my insurance's payment they made. In 2017 this company made over a billion dollars, which says it all right there.Business response
07/02/2024
I have responded to this complaint directly to the patient email. I confirmed the account was processed correctly and the balance is the patient responsibility. Email attached for reference.
Sincerely,
DJO/Enovis
Initial Complaint
06/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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/EnovisInitial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On April 16th, I was prescribed an arm brace and directed to DJO Global onsite office. I had an overcharge issue with this office before, so I specifically asked what my portion of the cost will be, at this time the technician opened a book showing my cost at $48.44, which I paid. A few weeks later, I received a bill for another $77. This bill was AFTER my insurance already made a payment of $128.47. So to this point, they received $176.91 and were trying to collect another $77.41 from me. A total of $254.32 for a product that cost $50 through other retailers. These people are scammers. I contacted their customer service and informed them I paid the amount I was told was my responsibility. **************** referred me to an email address who basically told me I just need to pay the balance. I am unable and unwilling to pay an additional cost to what I was initially told to pay. My solution to them is for me to just return the brace for a refund if they are unwilling to correct the bill on their side.Business response
06/11/2024
Hello **************,
My name is ***** and I help oversee **************** here at DJO/******************. I apologize for the frustration this has caused. I have forwarded your complaint to the appropriate department and will follow up with them internally. Once I hear back from them, I will reach out to you via the email you have provided above.
Sincerely,
DJO/Enovis
Customer response
06/18/2024
I am rejecting this response because: I was contacted today to pay the bill and followed all the prompts to speak with someone only to be hung up on before actually speaking with someone. Every interaction with this company is worse than the last.Business response
06/21/2024
**************,
I am sorry you have not been satisfied with our responses. I have reviewed your account and confirmed it was processed correctly.
As it has been explained previously, we have billed your insurance for the product you received. We billed your insurance for the **Act ROM Elbow Brace that you received on 4/16/2024. We billed your insurance $486.00. After we billed your claim, your insurance responded with their contracted rate at $254.32. From there, *** wrote off $231.68 as a Contractual Allowance which may show on your Explanation of Benefits (EOB) as ************************************* paid $128.47, leaving your account with a balance of $125.85. We applied your payment of $48.44 leaving a balance of $77.41. Your EOB explains that you have a $93.73 deductible and $32.12 co-insurance. We are contractually obligated to bill you this balance per our agreement with your insurance company. To reiterate, that rate is determined by your insurance and/or your employer, not DJO!
The EPR (Estimated Patient Responsibility) you received at the clinic is provided to us by VeriPro. VeriPro can only bring back benefits (deductible, out of pocket and co-insurance), as provided by the payor. This is why it is an Estimated Patient Responsibility.
In closing, DJO filed this claim appropriately. We also recommend patients contact their insurance carrier,member benefits department for additional information, deductible and coinsurance responsibilities, etc.
Sincerely,
DJO/EnovisCustomer response
06/21/2024
I am rejecting this response because: They are con artists pain and simple. You just can't deal with con artists.Initial Complaint
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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/EnovisBusiness 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
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/EnovisInitial Complaint
04/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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Customer Complaints Summary
166 total complaints in the last 3 years.
50 complaints closed in the last 12 months.