Complaints

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a knee replacement surgery on November 8th 2022,shortly after surgery a representative from Integrated orthopedics delivered a CPM machine and stated he would return in 6 weeks to pick it up. He did not leave a contact number and I had no way of knowing where to contact or return the device. In approx May of 2023 the original representative shows up to pick the device up. He stated he was so sorry for not returning to pick the device up when he was supposed to. Now I recieve a bill in the mail, the total billed was $4400 the insurance company paid a portion. This was the 2nd knee replacement, and after the first the device was delivered and picked up promptly and was part of the surgery cost. This representative never asked for any information or ever gave any billing details. This company is a predatory company that takes advantage of people that have health issues. They need to be put out of buisness.

  Business response

  08/15/2023

  To whom it may concern,
  
  We are in receipt of the complaint filed by ********************************* with the Better Business Bureau. Please accept this as Integrated Orthopedics response thereto.

  By way of background, Integrated Orthopedics is a DME supplier.When ordered by a patients physician, Integrated Orthopedics will provide DME directly to the patient for their use. This service is, of course, independent of the physicians services, and as a result, separately reimbursable.Integrated Orthopedics bills usual, customary, and reasonable (***) fees which are the out-of-pocket fees that a health insurance policyholder pays for services.

  Integrated Orthopedics position is that the bill for ********************************* is just and reasonable per her policy. Roughly 75% of the total charges were written off by the insurance company. Of the remaining amount, 80%was paid by her insurance and the remaining 20% was billed to the patient,which totaled $222.64 per her invoice.  

  On October 4th, 2022, *********************** was contacted by one of our reps and was advised of the billing details. Per her conversation, she was advised that if the insurance denies the services, she would at most be charged $25.00 a day for the 21-day rental period, which she accepted.As the original surgery date was canceled and re-scheduled a few weeks later to November 8th, 2022, the same rep that spoke with her previously, called again on November 4th, 2022 & November 7th, 2022, leaving a voicemail both times regarding benefits and equipment.

  The equipment, which has a sticker containing the companys name and contact info, was delivered to ******* on November 9th, 2022,and was picked up on March 8th, 2023, due to a miscommunication. ********************** was only charged and billed for the original prescription period of 21 days as the additional time was not her doing.

  As we are quite empathetic of the position she finds herself, we are willing to wave *********************************** coinsurance costs due to any potential financial hardships. If there is any further information we can provide, please let us know and well do our very best to respond accordingly,Thank you.
  
  *********************
  Human Resources Coordinator.   

*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. ↩