ComplaintsforBreg

Medical Equipment

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Initial Complaint
05/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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!
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been trying to pay my Breg statement since I received the bill a month ago. The phone number and email address on the bill do not work. (********************************************* and ************). The website won't load and the phone number disconnects you after saying they are having technical difficulties. I also received a text from them on 2/13 with a different phone number to call which also doesn't work. I'm fearful this is fraudulent billing and will be calling my insurance company to file a fraud complaint unless this is resolved.
Business response
03/01/2024
Due to a national service outage across ******************************** Healthcare, we're currently facing challenges with our patient payment portal and other billing services. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We apologize for any inconvenience this may cause.
Payment can be made through the alternate payment solution at the address: ****************************************************
Breg is not affiliated with DOXO. However, we have set up a pathway to receive and post payments through this common bill pay service.
If you choose to make a payment through DOXO for your balance due, please save a copy of your receipt for future reference. DOXO DOES charge a fee to use their platform for payment. The fee is not imposed by Breg and Breg does not receive this fee. Usage of this service and acceptance of this fee is at your discretion.
You can also pay your bill directly with no fees by sending a check and the bottom portion of your invoice to the physical address. Please address the envelope and check to Breg:
PO Box 844628
******, ** 75284-4628
Initial Complaint
02/23/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Received an invoice from Breg for $10.12 for a ****** that I received for my orthopedic surgery from my hospital. The surgery was last year in March and I received the ****** on March 13, 2023. The invoice was dated 2/11/2024 # ********. I tried to reach Breg via the phone number and the "pay online" web address on the invoice and neither of them work. The web address cannot connect and the phone number does not work due to "technical problems. I believe that my insurance already had paid for the ******. I believe this invoice was sent to me by mistake and needs to be corrected.
Business response
02/26/2024
Thank you for reaching out to us. I would be happy to look into the account for you to verify if the invoice is correct or not. Please provide the patient's full name and date of birth or the account number located on the invoice. This can be submitted via this BBB portal or directly to us at ********************************************* Please note- Due to a national service outage across ******************************** Healthcare,were currently facing challenges with our patient payment portal and other billing services. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We will not be assessing any late fees or penalties at this time due to the outage.
Customer response
02/26/2024
I have emailed the company as suggested and informed them of the account number. Here is the account number in question; ******.
Business response
02/27/2024
The following was emailed directly to the patient:
Thank you for sending over the information. I was able to locate the account and verified your insurance was billed for the product and the balance is due to your co-insurance. This is the amount your insurance deemed was your responsibility. As I noted in your BBB complaint, due to a national service outage across ******************************** Healthcare, were currently facing challenges with our patient payment portal and call center lines. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We will not be assessing any late fees or penalties at this time due to the outage. Please check back next week to see if the portal is operational again. Thank you and please let us know if you have any further questions or concerns.
Initial Complaint
02/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband had surgery in May 2023 where they put a Breg leg brace on him in the operating room. A few months later we received a bill for $268 from Breg stating that they had billed our insurance and we owed the remaining balance. *The same brace through Amazon is $120! We called our insurance and was told that Breg had not filed a claim nor do we owe as the leg brace would be fully covered. We next called Breg and asked them to file a claim with the insurance and verified that they had the correct information. A few months later we received another bill from Breg for the same amount. Again, we called our insurance who assured us that Breg still had not filed a claim. Our insurance then called Breg with us on the phone & walked them through on how to file a claim & told them if they filed the claim it would be paid. Fast forward to December 2023, we get a letter in the mail from a collections agency for the Breg leg brace that has still not been submitted to our insurance. We call Breg again asking them to please submit a claim to our insurance as we have asked multiple times and once again verified that they had the correct insurance information. We called our insurance again the beginning of February **** to verify that Breg had submitted a claim and they still had not. As the collections date was a few days away we had to have our insurance call Breg again and demand that they file a claim and to stop the collections for the leg brace that they have refused to file a claim for. I don't understand how a company can be so terrible to their customers by refusing to do their job & continue to get hospital contracts. *They have a 1 star rating with the BBB with all the same complaints. We did not have an option to chose who the leg brace was from. This all could have been resolved if Breg would have filed the claim after any of over 10 calls to them. Sending people to collections is extreme and you have to wonder how many people have just paid out of fear.
Business response
02/19/2024
I would like to look into this for you so we can get this resolved quickly. Please provide the patient's full name and date of birth or the account number from the invoices. This can either be provided through this BBB portal or emailed to us directly at ********************************************** Thank you.
Initial Complaint
02/07/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 6 November 2023 I had a surgery that included, withoutout my consent or prior permission, the use of a Breg orthopedic device - one set of crutches and one knee brace. I have already paid the hosptial bill in full but am now being charged a highly inflated price for the two products that I could have easily self supplied at a much lower cost, even for the exact same brand and model. I have attempted to contact Breg to settle with them an amount that is more in line with their retail costs that are available online, but they continue to demand the inflated cost that they have charged me. I would like my bill reduced by no less than 50% to reflec the reasonable cost associated with these products.
Business response
02/08/2024
Thank you for reaching out to us. I have look into your account and found that your spouse signed on your behalf for the products supplied and in doing so accepted financial responsibility for the products. The items provided were used by your doctor to protect the surgery performed and assist in your healing. The amounts you are being billed for are our time of service discount pricing and the lowest price we can offer. Breg does not sell our items direct to patients online. If you are finding them online they are being sold by another provider against Breg's policies. We will not be able to discount your bill any further.
Customer response
02/08/2024
the fact remains that Breg is charging far more for a simple product than can easily be obtained elsewhere. I was never provided with a price prior to service or before accepting their product. I am now being hit with a bill that far exceeds reasonable costs. I will not be paying this bill and will continue to fight this charge to the fullest.
Business response
02/08/2024
The product pricing is provided on the back of the copy of the claim form provided. You are within your right to object to paying for the bill, however, please understand the account will be turned over to the collection agency if not addressed. We're sorry you are not pleased with this outcome but we can offer payment plans to help with the account. If this is a desire you would like to explore please contact us at ************.
Customer response
02/09/2024
you still havent addressed the matter of you not disclosing the cost prior to issuing your highly inflated product. I do not accept your price and never would have had it been provided. I in fact had purchased my own brace and crutches in preparation for the surgery and did not desire to use the ones you provided.
Initial Complaint
01/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
These people keep calling and calling and calling over $18. For something that I got after a surgery that has put me out of work. I'm feeling very harassed while out of work on FMLA recovering from the surgery they are harassing me over. If they want paid leave me alone till im back at work.
Business response
01/29/2024
I am sorry to hear of the hardship you are experiencing. As we have no way of knowing what your personal situation is there was no way to place your account on hold. If you would like to apply for financial hardship please email us directly at ********************************************* and we will be happy to send you the application. I can place your account on a 30 day hold to stop the calls but once the 30 days is up the calls will resume. Please let me know which (or both) way you would like to proceed. Thank you!
Initial Complaint
01/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date mailed per Invoice #********: December 19, 2023 Date invoice received: January 12, **** Invoice Amount: $8.26 Alleged date of Service: 04/19/2022 The nature of the the dispute is the validity of the owed amount. I received a letter in the mail attempting to collect a debt. - I attempted to call the billing department multiple occasions, no one answers.- This is for a 2022 date of service - almost TWO YEARS AGO. This is in violation of No Surprises Billing Act: there is an insurance contracts between providers and insurance carriers. It is Breg's responsibility to bill our medical insurance. Furthermore, there is a complete disregard for transparency and clarity in billing. Company should correct the error, and include an explanation on the delayed billing as well.
Business response
01/18/2024
Thank you for reaching out to us. We had a system issue in December that caused incorrect old invoices to be sent to patients accidentally. We are working diligently to get them all corrected. I have escalated your account to the team supervisor to have it reclosed correctly. You should not receive another invoice but if you do, please disregard. There is no open balance on your account at this time. I apologize for any inconvenience and frustration this has caused you.
Customer response
01/22/2024

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
01/17/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They keep harassing me and it's not my account and they keep sending emails and text messages and it's NOT MY ACCOUNT
Business response
01/18/2024
I apologize that you are being reached out to for an account that isn't something you are responsible for. Can you provide me the phone number the calls and texts are being received on so I can find the account the number is associated with and have the number removed? Thank you!
Customer response
01/22/2024
I can't send you anything cos they call me and it says that breg is trying to get ahold of me and the text messages I delete them!! They keep saying that I owe them money but it's not my account and it stopped for about 3 months and now it's starting again and I have called my health insurance company and they said that I don't have any breg on my account!! Every time I try to tell them that's it's not my account and the messed up thing is that customers can't order anything from them buy they r bothering a customer it has to come from the pharmacy with a written order from the doctor!! So u tell me why do they keep harassing a customer!

Thanks again
*********************;
Business response
01/25/2024
Hello! My apologies for the delay. It took a minute to track down the account associated with your complaint.
We have identified the issue and will correct this error. I have escalated this concern to our Billing Quality Team.
Once they have confirmed this matter is resolved, I will notify you at the email address you've provided to the BBB.
Thank you for your patience.
Customer response
01/25/2024
they need to stop harassing me cos first of all, u can't order anything from them as a customer! Ur doctor has to write a prescription in order to get something from them but yet they keep harassing me! I'm not happy with them !!

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