Complaints

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company keeps sending me bills for $2911.00 When I call, I customer service I am told that I owe nothing (zero) and that next time I will get an adjusted bill. I never agreed to paying anything for the device verbally, I never signed anything in any shape or form.If anyone told me that Id have to pay almost $3000 dollars for this device I would have laughed and refused it.Please stop harassing me with this unreasonable and extremely high bill.Thank you

  Business response

  01/25/2023

  Apologies for the delayed response.  Our finance department has resolved your billing issue.  Your account currently shows a zero balance, and you will receive correspondence shortly showing your account has a zero balance with no money owed.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did all my info for a rebate. It was for duralne injection. The company owes me a rebate of 150.00 They have received all my info on 10/18/2022, I have called several times, they keep saying the check was sent. Every time I call the check has been sent on a different day. This is beyond ridiculous.

  Business response

  12/06/2022

  Our records indicate that a check WAS sent out in November but has not been cashed.  Bioventus has voided that check and reissued another check to be sent out via ***** overnight with adult signature required. This letter went out on Friday 12/2/2022 and ***** made an attempt to deliver but no one was home to sign. We are continuing to track the package, and our Customer Experience group will reach out to the individual.
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I broke my ankle and it’s not healing. My orthopedic doctor suggested I try a bone stimulator thru Bioventus. I spoke to a finance lady from Bioventus after he ordered and I spoke with a lady named ***** via text message(09/27/22). I received the bone stimulator in the mail on 10/25/22. I went to my orthopedic doctor so that they can show me how to use it and he said that Bioventus was suppose to schedule an appointment with me to show me how to use it. I’ve calling and texting different people and I keep getting the run around. No one has reached out to me. Ive been in pain this entire time and would like to fix this.

  Business response

  11/11/2022

  On Nov. 9 and 10, the Bioventus vice president in charge of Exogen contacted Ms. ********* directly, apologized for the lack of service to date, and arranged for digital materials to be sent to her outlining how to use the device, and arranged for someone to talk her through how to fit and use the device.  She has the email and cell phone number of the VP in case she needs to follow up further.

  Customer response

  11/11/2022

  
  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

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went with Bioventus for a bone stimulator I needed after having repeat fractures of a bone in my foot. I was told that the charge for this unit was $305.52, but that if I completed 120 consecutive days of treatment and returned the unit after, I'd receive a refund. I followed all of the instructions given to me (including using the unit exactly as instructed) and took the steps I was given by customer support for returning the unit. A few days ago, I received a "past due summary" from Bioventus saying I still owed the total amount and that "if payment is not received within 10 days, we will review the account to determine next steps to pursue this debt." I've called customer service, billing, and a manager repeatedly, as the FedEx tracking number I was given clearly states that the device was received (and signed for) on their end, yet I'm still being charged for the device. I was told today that "it was coded incorrectly when it was returned." I've STILL not received a notice declaring that I am free from debt from this company, and now I have the looming threat of debt collections hanging over my head. This has been the most deceitful DME company I've ever had the misfortune of doing business with, and I strongly regret ever agreeing to their "treatment."

  Business response

  11/13/2023

  Hi ******,

  Apologies that Bioventus customer service did not respond to your concern.  I am the new VP of Customer Experience and now making sure these complaints have been addressed.  I recognize this complaint occurred over a year ago, let me know if this has not been resolved to your satisfaction.

  Regards,

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

  VP of Customer Experience

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My doctor prescribed an Exogen bone stimulator. I was going to simply rent one for $200. Bioventus pushed for me to purchase one. I told them I could not afford it. They did a "qualification " for me to receive it for zero out of pocket over the phone with my doctors rep on the call. They asked for proof of income (social security), I sent it to them right then. Tamika, and everyone I have spoken to says they are Tamika, now says if I don't sign an agreement to pay them $1209.00, they cannot "qualify" me for a reduction. I told them on day 1 I would just rent one, that I could not afford the cost. They are now threatening to send me to collectors. I do not have the funds!!! Deceptive!!!!!!

  Business response

  11/13/2023

  *****,

  Apologies that Bioventus customer service did not respond to your concern.  I am the new VP of Customer Experience and now making sure these complaints have been addressed.  I recognize this complaint occurred over a year ago, let me know if this has not been resolved to your satisfaction.
  
  Kind regards,
  ***********************
  VP of Customer Experience

  Customer response

  11/13/2023

   
  Complaint: 17779101
  
  I am rejecting this response because:  I have not received anything stating I don't owe anything. I would like that verification. Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As part of my wife's (******** *****) treatment for a wrist injury, we were recommended to use the "Exogen Ultrasound Bone Healing System" from Bioventus. This is an expensive device ($553.00) that is promoted as a device to assist in healing bone fractures. I spoke to the representative (******** ******) on 4/11/22, and to encourage me to purchase the device she explained that there would be a $500.000 reimbursement if the device was used daily for 120 days with a minimum 95% days use over the course of those 120 days. Based on that information, I agreed to purchase the device. I also have a copy of the page outlining the requirements and procedure to follow when the 120 days were done. This was sent to me prior to agreeing to purchase. Upon completion of the 120 days, I called to get the necessary information to receive the reimbursement. However when I spoke to the representative I was told that because my wife is on Medicare she was not eligible for the reimbursement. I explained that is not printed on any of the documents, however the representative would only repeat over and over "I can direct you to our website". The document promoting the reimbursement has no reference to being on Medicare disqualifying us. ******** ****** never mention that and was clearly only looking for a sale of the device. This seems to be a clear "Bait and Switch" scenario as the details were never accurately explained when I purchased the device. I would not have purchased the device with out the incentive to be reimbursed $500.00. We are both retired and the loss of $500.00 in not a minor inconvenience.

  Business response

  11/13/2023

  ******,

  Apologies that Bioventus customer service did not respond to your concern.  I am the new VP of Customer Experience and now making sure these complaints have been addressed.  I recognize this complaint occurred over a year ago, let me know if this has not been resolved to your satisfaction.
  
  Kind regards,
  ***********************
  VP of Customer Experience

  Customer response

  11/13/2023

   
  Complaint: 17770718
  
  I am rejecting this response because:
    I am still unsatisfied with the deceptive sales pitch used by your representative .

   I would like you to honor the commitment made when I purchased the device.

  Details are clearly explained in my original complaint.

   

   

  
  Sincerely,
  
  ***********************

  Business response

  11/13/2023

  Hi ******,

  I further investigated your complaint on behalf of your wife ******************************************  The customer service rep who informed you would receive $500 reimbursement for your Exogen device unfortunately gave you incorrect information. That representative is no longer with Bioventus.  Since your wife has ********* she does not qualify for the $500 reimbursement program.  ******** patients are excluded.  Patients with any federal, state,or other government plans, including, but not limited to, ******** (including a ******** Part D or ******** Advantage plan), ********* TRICARE/CHAMPUS,Veterans Administration or ********** of ******* health coverage, the *********** *************************** Plan, or any other federal or state health care programs or pharmaceutical assistance program, do not qualify for the Rewards Program.  Unfortunately, there is nothing we can do for your wife except give our sincere apologies.  We would not be complying with ******** policies and regulations.

  Regards,

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

  Vice President of Customer Experience

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received the bone stimulator back in November/December of 2021. Since my insurance did not cover a good portion, I signed up to a payment program where my income showed I did not have to pay the remaining amount. A couple months later They told me I owed them over two thousand dollars once as they sent me a bill. I contacted them and they informed me they had no record of me applying for this program (which I did I have proof) so I reapplied. They have told me several times that I qualify for the program and I shouldn’t have to paid the remaining amount. There are emails and recording of these conversations. However. It has almost been a year and I am still waiting for the “billing department” to resolve my bill. I continue to contact them and either no one answers, I get a voice message, or no one response to my email. They continue to give me the run around. It should not take almost a year to resolve my issue and dismiss my bill I continue to receive monthly. I do not want my “debt” to go to collections when this is an issue on their part. I have serval emails of my trying to contact someone. I want my issue resolved.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In December, 2021, my son had surgery to repair a broken wrist and we were told the Exogen Bone Stimulator from Bioventus was the appropriate machine needed to expedite his recovery. The customer service individuals told us the cost after insurance would be approximately $1,100, but we could recover $500 of this cost by simply returning the device upon completion of use. To us, this is still a jaw-dropping cost, but of course we wanted our son to have the best chance at a full recovery for his arm so we moved forward with the device. When we received the machine we learned right away that it barely worked. It felt like used cell phone. The machine will give you a "checkmark" when it says you used it correctly, and these checkmarks are how the company determines you deserve your refund. I called and complained about the machine and the woman I spoke with told me that there was no way the machine could not be working. She simply did not understand or believe me when I told her it was not working properly. Right then I should've sent the thing back and said forget it because it was all feeling like a rip-off. My son continued to use the machine each day until his cast was removed with approximately half of the "checkmarks" achieved. After his cast was removed, he literally never received another checkmark indicating usage. We received the first invoice for $1,050. In the meantime, I called and left countless messages at a variety of different numbers at Bioventus. I finally talked to a helpful customer service person who I told I would pay the $650, but not the $500 that was promised initially. I then learned since we did not return the machine within the last 30 days of use, we are no longer eligible for the refund. NOWHERE in any paperwork or verbal discussions with this company was a 30 day limit discussed. I will pay the last of this invoice but I just want my $500 back that we were promised. I have sent letters to Accounts Receivable with no response.

  Business response

  11/13/2023

  *******,

  Apologies that Bioventus customer service did not respond to your concern.  I am the new VP of Customer Experience and now making sure these complaints have been addressed.  I recognize this complaint occurred over a year ago, let me know if this has not been resolved to your satisfaction.
  
  Kind regards,
  ***********************
  VP of Customer Experience

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The issue here is not the product, but deceptive billing and communication policies. I was told that I could pay my bill for a product received on a payment plan; at no point did I receive formal bills reflecting that a payment plan was in place, my expected payment amount or anything else reflecting what I was assured was an appropriate payment program. I even called and asked to have the payment plan verified; still no documentation. After paying for multiple months, I received a "seriously past due" statement indicating that my remaining amount (470 dollars and change) would be referred to collections or an attorney in 10 days unless my bill was paid in full; I paid the lump sum, despite the fact I was told I had a valid payment plan multiple times,as the ten days, once the bill arrived in the mail, left me four days to pay and no one would pick up at the collections office despite the fact I called during office hours. The billing procedures at Bioventus are deceptive, threatening and written communications do not reflect what patients are told by company representatives. I would like a refund of the lump sum I was forced to pay under threat and in violation of what I was told was a valid payment plan, which the company neglected/refused to document.

  Business response

  11/13/2023

  Hi,

  Apologies that Bioventus customer service did not respond to your concern.  I am the new VP of Customer Experience and now making sure these complaints have been addressed.  I recognize this complaint occurred over a year ago, let me know if this has not been resolved to your satisfaction.

  Regards,

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

  VP of Customer Experience

  Customer response

  11/13/2023

   
  Complaint: 17556887
  
  I am rejecting this response because:

  This is the first time the company has contacted me in over a year and my complaint has not been addressed.  I wish to have the lump sum that was demanded from me refunded for the reasons I listed in my initial complaint.
  
  Sincerely,
  
  ***********************

  Business response

  11/30/2023

  Hi ****,

  I have done some research on your complaint.  You are correct, you were offered a payment plan, and your billing did not reflect the payment plan.  The team has since corrected the system issue for future customers.  Your account does reflect a zero balance at this time.  Apologies for the communication failure.

  Thanks,

  *****

  Customer response

  11/30/2023

   
  Complaint: 17556887
  
  I am rejecting this response because:

  I have not received any recompense for the misleading billing practices of the company.  My balance reflects a zero because I paid it as a lumpsum, under duress and threat of a collection agency, when I had been told I was under a payment plan that the company consistently refused to document.  As I stated in my original complaint, I would like the lumpsum I was forced to pay under threat refunded to me, or some sort of compensation for the misleading and unethical billing practices I was forced to deal with.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I authorized insurance processing for a Bioventus Exogen Bone Stimulator in the fall of 2019. In consult with my physician following another orthopedic injury, was told to seek a "reload" of treatments. The company representative ********************* was agreeable. When attempted to call, I was hung up on by employee ***********************. Then was lied to by *************************** when multiple requests were made to obtain documentation to which I have yet to be provided. This was my signed service agreement showing that I was informed of my rights including limitations in warranty. I have asked for callbacks. I have left voicemails and emails. I have spent roughly 7 hours trying to get accomplished what could have been done in 30 minutes, It as truly been the worst customer service experience I have ever had. I am a medical professional and could not imagine other patients being treated this way.

  Customer response

  07/08/2022

  I would like my device to be reprogrammed or a new device sent to me please. There is no documentation to show I was informed of the device service agreement prior to authorization for insurance processing. Had I known that the device had a minimal warranty, I would have never authorized processing of insurance on top of out out of pocket cost.

*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. ↩