Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was expecting two rebates from two knee injections through this company. It was supposed to be $150 per knee injection yet I only received $147 and customer service says it&#**;s due to my insurance but I believe they should honor their pamphlet information and send me the second rebate.

  Business response

  01/09/2025

  Hi ******,

  Apologies for the confusion regarding the rebate program.  You had a conversation with our director of marketing yesterday to further explain the program, he is sending you the brochure to ensure you understand the program.  Your out-of-pocket costs for both injections were $147.00, that is what Bioventus paid to you.  The program doesn't allow payment over your out-of-pocket cost.  This allowed you to pay zero dollars for both injections, in that your insurance paid the rest.  

  Wishing you a healthy recovery!

  Kind Regards,

  ***** ******

  VP of Customer Experience

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2024, my orthopedic surgeon recommended an Exogen bone stimulator to aid my recovery. On February 20th, after my doctor submitted the necessary paperwork, Bioventus informed me that the device was sent to insurance for prior authorization. The authorization was approved on February 26th. I signed the patient acknowledgment forms on February 22nd, was informed that the device cost $2,700, and paid $540, which was 20% of the cost, as my deductible had not been met.I received the device soon after and was told about Bioventuss rewards program that promised a refund if I met usage requirements. I was assured Bioventus would file a claim with my insurance. Despite contacting Bioventus multiple times, I learned in April that the claim had been sent via mail, which would delay its appearance in my insurance portal. When I checked with my insurance, they had no record of the claim.After using the stimulator for 120 days, I inquired about the rewards program but received unhelpful responses. I returned the device on June 25th, and it was received by Bioventus in *******, **, on June 26th. I have ***** proof of delivery with a signature.As of July 31, Bioventus informed me that their claims department is still awaiting insurance payment details to determine my out-of-pocket cost and the reward status. I am frustrated with Bioventuss lack of communication and efficiency and regret following my doctors recommendation to use their services. I need prompt resolution of this claim issue.

  Business response

  08/30/2024

   

  ********,

  Sincere apologies for the gap in communication from Bioventus.  At this time, a representative of Bioventus has resolved the issue.  Your current insurance company is processing your claim.  Bioventus has processed in advance of your insurance paying your claim your rewards money for your medical device.  The representative has given you her direct contact information, if you have any questions don't hesitate to reach out to her directly.

  Kind regards,

  ***********************

  VP of Customer Experience

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Medical device was ordered by doctor post-surgery in December of 2023. The item arrived and was used once per the instructions. ****** made the problem worse and we called to start return process. The company, Bioventus, LLC, refused the return and sent a bill for $2,911.00 stating that returns were not allowed. We never signed anything prior to the use and were never informed that returns were not allowed. Bioventus continues to send invoices and has threatened to send to collections. Please view the attached document for further information.

  Business response

  04/03/2024

  ********,

  Sincere apologies for the lack of communication from the Bioventus.  You have been contacted by a Bioventus representative to receive a full refund and return the device.

  Kind regards,

  ***********************

  VP of Customer Experience

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our daughter was seen by an orthopedic doctor due to a hook of hamate fracture in August 2023. She was placed in a cast for one month after which he decided she would benefit from the use of a bone stimulator. He advised that we receive a call from the company, in which a representative from the company called and explained device, payment for the device and the rewards program that they offered if you were compliant with the use of the device. She further explained being compliant meant you would receive a refund of $500 of the $540 that you paid for the device. At this time, I agreed to the device, and it was shipped out for next day delivery. My daughter used the device through January 18 when she went back to the doctor and was medically cleared and was advised the fracture was healed. I then reached out to Bioventus to obtain the information necessary to return the device for the refund. I had called from work and the first representative I spoke to advised I needed to be in front of the device as they needed the serial number off of it. So I had to call back that evening in which I was given different information from several representatives until I asked to speak to a supervisor named *******. I provided her all of the information in which she mentioned she would speak to the supervisor from the rewards program and call me back. This was went on for several weeks, with me calling constantly for updates, only to be told I would receive a call back. Finally, one week ago, I was told we did not qualify for the program, and that there was no recourse in the matter. They stated that we were told insurance did not cover the device, in which that is not what I was told as I never would have agreed to taking the device since my husband was not working.

  Business response

  03/07/2024

  Hi Carolina,

  I am excited to hear that the Exogen unit was helpful in healing your daughter.  Apologies for the miscommunication about the rewards program.  I will have someone from our patient financial services team contact you today to resolve your case.

  Thanks,

  ***********************

  VP of Customer Experience

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got my first bill almost one year after my date of service, when I asked why I was getting a bill now instead of closer to my service date, your rep told me it was because your company switched your billing provider. I would like an explanation of my charges because I told your rep many times in our one phone call that I have no job or income to pay this bill, but that when I did secure a job I would pay this debt. I even inquired about charity assistance since I am recovering from surgeries I needed due to having cancer, but your rep said your company doesn't do charity and that I need to pay my $330 bill. I know I was insured at the time, is this charge what is owed after my insurance paid? I can mail in my tax paperwork to prove to you I can't afford to pay this bill. I continue getting letters letting me know about my "seriously past due" bill even though you just started attempting to collect this debt from me. There is a sentence in the recent letter I just received dated 1/23/24 and please note that I am taking it as a threat from your company. The sentence on your letter reads "If payment is not received within ***************************************************************************************** an attorney to pursue this debt". Is this how you get consumers to pay by threatening them? That sounds like a UDAAP violation, considering I was JUST told about this debt. I am keeping a very detailed log of our communication to send to the Attorney General to start an investigation on your collection practices.

  Business response

  02/01/2024

  Hi Mercedes,

  Apologies for the issues you had with your billing.  I had ********* from Bioventus reach out to you, she says you all had a positive conversation and have a solution in place.  If you have any other concerns, don't hesitate to get back in touch with *******************

  Thanks,

  ***********************

  VP of Customer Experience

  Customer response

  02/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered the bone healing system by a sales person who contacted me on multiple occasions to subscribe to their system. I did not want it at first it took me a month or two to finally decide to agree to get the system however, I was also approached by him on every doctor *********** that I had at the doctors office, I was told that if I purchased the bone healing system that there was a plan where if I enrolled and I had 90% compliance using the system two times a day for as long as I was in recovery I would not have to pay for the system. When I was offered the bone stimulation system by the sales rep **************** was told that so long as I completed the treatment regiment which I did there would be no charge for the unit and I would not need to return it. I was fully compliant, utilizing the bone stimulator, and upon my completion of treatment I then received a bill which I have attached to this complaint. I have contacted the company and emailed the sales rep and nobody has returned my communications.. This is a deceptive sales practice, and I wish for this bill to be nullified.

  Business response

  01/03/2024

  Hi ****,

  I have completed my research, and our records indicate that you have not called our customer service team to receive these benefits. Apologies the sales rep did not get back to you.  I have passed your contact information to our customer service team to reach out to you ASAP.  However, in case they miss you don't hesitate to reach out to the Bioventus CS team to receive your benefits if you qualify at ************.

  Thanks,

  ***********************

  VP of Customer Experience

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract with bioventus. The contract stated I will only have to pay $630.45. I received a bill twice now for $2521.82. Ive called the company several times with no resolution.

  Business response

  12/28/2023

  Hi ******,

  This claim was denied because of your benefits - per your insurance company, benefits were not in effect during the date of service. 
  
  We reached out to you on multiple occasions to verify the insurance but received no response, so the balance was sent to you. 
  
  Please call *********************************** @************ so she can assist.

  Regards,

  ***********************

  VP of Customer Experience

  Customer response

  12/28/2023

   
  Complaint: 21050017
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2022, I purchased an Exogen bone stimulator on the advice of my surgeon. I agreed to pay an exorbitant $990 co-pay and Bioventus would file a claim with my medical plan. A claim was filed but denied because Bioventus ignored the requirement that a claim not be filed until 90 days after the injury and sufficient doctor's documentation be supplied. Despite requests by me and my plan that they file a timely appeal, Bioventus "rudely" refused on several occasions. They argued that whether or not they filed a claim, I would still be responsible to pay them a $990 co-pay. I explained that a successful claim, although not affecting my co-pay, would be included in my out of pocket expenses causing my maximum to be met so that I would not be responsible for over $500 in later co-pays. Bioventus didn't care and continued to refuse.Since the purchase contract states that Bioventus would submit an insurance claim, they are in breach of the contract. My plan administrator told me that unless an approved claim was filed. I was not responsible for any co-pay. Yet I've paid $175 leaving a balance of $815. I request that Bioventus explain why they claim I'm responsible for a co-pay if they refuse to uphold their contractual obligation. I request that they reduce my balance to reflect the $500+ in later co-pays their lack of compliance cost me or that they cancel my balance. After all, if they're willing to forgo whatever amount of their $4000 cost that would have been paid by my insurance, they can afford to do the right thing for their customers. Based on this and their many other complaints, doing right is not of paramount importance.

  Business response

  08/02/2023

  Hi ********,

  Sincere apologies for the difficulties you have had with this claim.  I have researched the issue, and because you did not meet the **ray requirements for ******** your pre-authorization was denied.  Bioventus has cleared your account which now shows a balance of zero, due to the poor response you have received.

  Kind regards,

  ***********************

  Customer response

  08/02/2023

  Bioventus claimed that their original insurance claim was denied because I did not get the required xray. I was never told of such a requirement and I had many xrays both before and since their claim which my insurance plan said the claim was denied because it was filed prematurely. 

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me even though the company provided false information.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given an Exogen Bone Healing System from Bioventus as prescribed by my doctor. Over the phone, a Bioventus rep quoted me as saying that my out of pocket expenses after my insurance would be $270 but I received a bill for $2,700. I called them and the representative said that this was a mistake and I would be sent a corrected bill, but I have received 6 to 7 bills for $2,700. I have now called 5 to 6 times and each time have been promised a corrected bill would be sent out. I have also requested several times that an email be sent to me stating that the correct amount is $270 be sent to me, but have never received that. I have even spoken to a manager who assured me these things would happen. Though I have been assured that I will not be sent to collections, I am starting to worry, as this has been ongoing for 8 months.

  Business response

  06/26/2023

  My apologies for the issues you have had with the invoice for Exogen.  This was an oversight by Bioventus.  Your invoice has now been adjusted to reflect the $270.00, the updated invoice is attached.

  Thanks for your patience,

  ***********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My doctor ordered a bone stimulating device for me from **********************. The bioventus business office informed me that I would not have to pay the $600 copay for this device because of my financial status as an elderly widow on a fixed income. I have been using the device, but since then I have received a statement per month for three separate months, stating that I owe them $600. The third statement threatens further action. I regret the day I agreed to this arrangement, which is a shame because the therapy is actually working.

  Business response

  03/30/2023

  I am happy to hear that your Exogen unit is working for you, however I am so sorry for the problems you have had with our billing department.  When you first contacted our company, they updated the billing that should have reflected a zero balance.  That update did not reflect in the system.  We have made the change rendering a zero balance on your account.  I have attached a copy of this statement in this response that now shows a zero balance.  Again, apologies for the inconvenience this has caused.  Bioventus has made some changes to our systems that will prevent this from happening again to future customers.

  
  
  .

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