Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a random bill in 12/23 from Breg for a brace I received from a hospital on 4/29/2022. I have my entire file from the hospital, and there is no notice of additional billing from Breg for the brace I was given. A portion of my original ER chargers were for the brace. I called for the first time and spoke to someone at Breg who told me they were submitting an "Escalated Review" and that I would hear back in a couple or weeks. Nothing happened then I started getting bills again on 5/22/24. So, I called again and was told by ***** on 6/24/2024 @ 08:15 that she was putting in an "Escalated Review" and would call back in ***** minutes with a case number. I still haven't heard back. I called again a little over an hour later and this time I was told we can't do anything please call back in 7-10 business days. I live in a state (**) with a No Surprises Act which states the business can't come back 2-years later and bill me anything beyond what Ins would allow. My last issue is that they billed the wrong insurance to begin with as well. I don't know why but they billed an insurance that I picked up 10 months after 4/29/22. I paid an amount to the hospital on the date of service. So, how am I getting billed 2-years later after they billed the wrong insurance? I want this gone as in my eyes I owe them nothing. They don't know what they are allowed to bill me and just decided that they could come back and bill me 2-years later for whatever amount Breg wanted to. This has also been borderline, if not fully, predatory. I'll also be filing with my state for violation of the ** billing act.

  

  Business response

  06/24/2024

  Thank you for reaching out to us. I would like to investigate your account to be able to provide you with some information and see what has transpired. Please provide your account number located on the invoice you received or the patient's full name and date of birth so we can locate the correct account. Thank you! 

  Customer response

  06/24/2024

  My account number is *******.

  

  Business response

  06/26/2024

  Thank you for the information. I have investigated the claim and the balance has been adjusted off and the open balance has been closed. You no longer owe anything. If you have any questions feel free to contact us directly at ********************************************** Thank you!

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/5/24, I paid my account in full. On 4/24/24, my account showed a balance due and no payment applied. I spoke to ******************************* by phone and provided her confirmation of my payment details via email. On 5/22/24, my account continued to show a balance due and I spoke with ***** who verified he would resolve the issue. On 6/3/24, my account continued to show a balance due and I spoke with **** who verified he would resolve the issue. On 6/17/24, my account continued to show a balance due and I spoke with ****** who stated that everything will be resolved in 2 weeks. I would like my account to show a $0 balance since the full balance was paid in April. I do not want my account sent to collections because my payment has not been recognized. What else do I need to do?

  

  Business response

  06/18/2024

  I apologize for the frustration this has caused, and thank you for reaching out to us directly. Can you please provide your account number located on the invoice(s) you have received so I can locate your account and have the issue investigated further? You can provide the information here through the BBB portal or email us directly at ********************************************** Thank you! 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I broke my ankle and was given a bill for 166$. I tried to get it covered by my insurance, and insurance didnt cover it, so they are now charging me 475$. I have been calling to try to get it fixed, and they keep telling me that a manager will call me back, but no one has ever called me back.

  

  Business response

  06/13/2024

  Thank you for reaching out to us. I apologize for the lack of supervisor response you have experienced, I will be escalating your account to find out why no one called you back. I have looked into your account and found that your insurance did cover your DME but the amount owed is due to your deductible. Once we file a claim with your insurance we must follow through with the amount they deem you owe and we are unable to revert back to our time of service discount pricing that your first invoice was for. Breg does not set the allowed pricing for products; your insurance does that based on their contracted rate for the billing codes submitted. We can offer you a payment plan so you are able to pay this amount over a time period that works for you. Please contact the number on the invoice and the team will be happy to help set that up for you. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to urgent care and they gave me a Breg brace. The insurance paid for the brace and then they sent out a bill for $70.98 and I paid it. Breg sent another bill after I paid it saying I did not pay this. I called them and told them that I did pay them. I would like for them to confirm my payment of this bill and to stop sending me bills.

  

  Business response

  06/18/2024

  I apologize for the frustration. We have been experiencing some cash posting delays that *** have resulted in the second bill you received. I have reviewed you account and show there is no open balance. Should you have any other issues or concerns please feel free to contact us directly at ********************************************** Thank you!

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I submitted a payment through the website listed on my invoice that was sent to me on ******************************************************************** on April 22, 2024 - I received a payment confirmation email and I didn't think much of it since I have never had any issue making payments with medical companies. A few weeks later, I received another invoice for the same amount. I called customer service several times to try and get my issue resolved but I have had no luck and now my invoice is showing that my payment is overdue, and I do not trust this company to not send me to collections after I have already made a payment to them. The first ***resentative asked me to email him a copy of my payment confirmation and that they would email their billing team. I followed up 1 week later and the next ***resentative said they saw no notes and nothing was done. I emailed the new ***resentative my confirmation and waited. I called again to check that status and was told that the billing team has not received funds in the bank account yet and to call again a week later. I called again a week later and still the same response. The *** says that it can take 3-4 weeks for payment to reflect on their side, but we are going on 6 weeks that my payment was made. I attached the payment confirmation to show the reference number and my bank statement to support it. My account needs to be made whole, and any internal accounting issues that the business is having with their accounts receivable team needs to be resolved in a manner that won't impact the customer.

  

  Business response

  06/07/2024

  Thank you for reaching out to us. Due to the Change Healthcare outage that occurred in late February, we were forced to make business changes that have affected our payment posting processes. We are continuing to address and resolve these issues to get all accounts corrected. I apologize for any inconvenience or frustration this is causing.

   I have escalated this matter to our Billing Quality Manager for investigation. I will email you the results as soon as she has resolved the issue. 

  We sincerely apologize for any inconvenience this has caused.  If you have any questions or concerns, please email us directly as ***********************************************************************.

  Thank you!
  

  
  
  

  Customer response

  06/12/2024

  I am still awaiting a response and will not close my complaint until my account is showing as paid and no longer past due. Based off all the complaints for this company, this seems to be a common issue and I will not let it get swept under the rug and let it impact me negatively. Payment was made on April 22 and the receipt has already been provided. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had surgery on 2/6/24 on my thumb and wrist. When I went in for a follow up on 2/16, I was issue a brace. I was informed at the time that the company would be billing directly for the brace. At no time was I told the cost of the brace, which was $315!! The same exact brace on Amazon is $38. My insurance was billed and they paid $163.70, leaving my balance as $49.11. I received an invoice for $49.11 from Breg and it was paid in full on 4/25. I had another follow up and received a different brace. I was not informed that this brace was through Breg. I received another invoice for $49.11 and paid that on 5/22, assuming it was for the 2nd brace which was nowhere near as restrictive as the first brace. I assumed the 2nd bill from Breg was for the 2nd brace, so I paid $49.11 again. I received another invoice from Breg on 6/4 for $49.11. I reviewed my payments and invoice numbers on THEIR website and found that I paid for the same brace twice and that I was still being charged again for the same brace. I contacted customer service and had to provide them with the transaction IDs and reference numbers because they cant see that information on their end. I was then told by customer service that a refund was issued however I did not receive a refund. I asked to speak to a supervisor and was told that it would be a 2 day wait. I feel they are scamming patients by sending multiple invoices for the same product and customer service was not helpful.If ********************** is not requiring the health care centers to be disclosing their exorbitant fees, they should,

  

  Business response

  06/06/2024

  Thank you for reaching out to us. Due to the Change Healthcare outage that occurred in late February, we were forced to make business changes that have affected our payment posting processes. We are continuing to address and resolve these issues to get all accounts corrected. I apologize for any inconvenience or frustration this is causing.   Our records do indicate a refund is in progress for your claim. 
  
  I have contacted our accounts payable supervisor for the exact status of your account and when you can expect receipt of the refund check. 
  I will email you the results of this inquiry as soon as they are confirmed.  Thank you 

  Customer response

  06/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son broke his arm so we went to the hospital and received emergency care there. After getting a temporary cast, the nurse asked if we'd like a sling for my son to rest his arm. We said sure, and they came back with the sling and a form to sign. We asked before signing the form why we were signing the form, and they told us "it's just a form that is acknowledging your receipt of the sling." We quickly perused the document and signed it. No where did it mention we were going to get charged $120 for the sling. That is totally outrageous and against IL laws to overcharge this amount. When I called to dispute the charge on Friday May 24 I was told I'd get a call back from a supervisor the following Tuesday or Wednesday May 28 or 29. I waited all week and didn't get a call back so I called again on Monday June 3. At that time I waited 30 minutes to speak to a supervisor and was hung up on. I immediately called back and after waiting almost an hour was disconnected again. This is an incredibly frustrating customer service situation and unacceptable on all levels. It really feels very scammy at this point and I'm not going to pay my bill until I speak to a supervisor.

  

  Business response

  06/04/2024

  Thank you for reaching out to us about your account.  I am sorry for the prolonged hold time you experienced when calling customer service.  I have contacted the supervisor to confirm if she has been able to return your call since then.  I have also reviewed your account and we do have your signed acknowledgement of financial responsibility on file.  You should have received a copy of this form when your son was issued the device.    Of note, the Patient Copy of this form is on a pink sheet of paper.  The Product Price List is on the back of this pink form and indicates the cost of the device received was $200.  The bill amount of $120 is the patient cost after your insurance applied the deductible based upon your specific benefit plan.  The original white copy of this form (the signature page) has yellow highlights to emphasize critical items for the responsible party to review before signing.  Breg has specifically added yellow highlights to the FINANCIAL RESPONSIBILITY Section to draw attention to the Product Price List on page 2 and to the statement that the actual amount owed depends upon insurance plan and deductibles.

   We can provide you a copy of the signed acknowledgement of financial responsibility upon request.  Please submit this request to *********************************************

  Thank you

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/23/2023 Went to ****************** ************** for my foot. Had appointment at 2 pm. No one else was in the building except staff. Sat there for hour and a half. Saw doctor finally and she said the receptionist should have said they don't have an x-ray tech there. My husband was in the hospital dying, why I made the appointment. I had a meltdown for them wasting my time, so the Doctor said she would GIVE me a boot until I could get it x-rayed. Then a couple months later I started getting bills from Breg saying that I owe them $500 for the boot. I told them they need to talk to urgent care, because I paid my copay (Tricare Prime). Then a month or so later, they called and sent another bill saying I owe them $51.00 for a co-pay. I told them I'm not paying them a copay, when they didn't even see me. Now, they keep harassing me for the $51.00. I've never had to pay or talk to any third party. I told Breg they need to sort it out with ******************. I checked with my insurance, and they said I'm good, I have not outstanding.

  

  Business response

  05/20/2024

  Thank you for reaching out to us. Your account has been reviewed. Your insurance has been billed and your insurance has applied the amount due to your coinsurance/copay. Your insurer requests we bill you for the boot that you received coinsurance/copay amount. Please refer to the *** provided to you by your insurance company for review. The boot is not part of the ****************pay you may have paid at the urgent care as the billing services are not provided by Banner. Should you have any additional concerns or questions please contact your insurance company directly. Thank you. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a past due statement from Breg although I never received an original invoice explaing the charges. Upon investigation, I am being billed for a brace which I never received. I contacted the medical facility that supposedly sent the information to Breg with my signature. That medical facility confirmed that they are not affiliated to Breg. Furthermore, they confirmed that I never received treatment for what Breg is billing me. This is definitely a scam. I advised Breg I never received the item for which I am being billed nor any other medical equipment. They somehow have some of my personal information. It appears somebodys account has been hacked because no information was sent from the medical facility to Breg.

  

  Business response

  05/01/2024

  Thank you for reaching out to us. I apologize for the frustration this has caused you. I would like to look into this and get the situation corrected. Please provide me your name and date of birth or the account number on the invoice you received. Once I receive this information I will look up the account and see what the issue is. You can provide this information through the BBB portal or directly to us at ********************************************** Thank you!

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 15, 2024, I visited *********** for a broken hand. The Nurse fitted me with a brace from Breg. I was not made aware of the company, not did I sign an Acknowledgement of Pricing. The price of the Brace was not disclosed, but the typical cost of a brace is $50.00 or less. So I wasn't too worried about it. I was also not given the option of refusing the brace based on price. However, on April 22, 2024, I received a bill from Breg for the cost of the Brace, and it was $315.00, which is an unconscionable price. Look up the legal definition of "unconscionable." It fits. That is more than 10 times the cost of what the brace should have been. The surprise pricing, especially since the price was not disclosed at the time of my visit to ***********, is a violation of the Arkansas Deceptive Trade Practices Act, as well as a violation of the Surprise Billing Act. A complaint to the Arkansas *************************** will also bee made I would be more than happy to return the brace,. Just tell me where to send it. Or I will pay a reasonable price for the brace, but not $315.00.

  

  Business response

  04/23/2024

  Thank you for reaching out to us. I would be happy to look into your claim. Please provide the patient's full name and date of birth or the account number located on the invoice you received. You may provide that to us here in the BBB portal or directly to us at ********************************************** Thank you!

*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. ↩