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Business Profile

Orthopedic Appliances

Ortho Pros Express, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Appliances.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/09/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This charge of $195 for wirst brace is higher that any where in this ***************** is selling it for about $22.77 CVS is selling it for $32.99 Rehab store is selling it for $44.44

    Business Response

    Date: 06/10/2025

    A collections manager looked into account. The secondary insurance was not billed at all for the brace. The balance was billed to secondary insurance. Your payment of $95.00 will be refunded and that request has been sent today. 

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I received the first communication from this company, I thought it was a scam because it was a text. After checking with my insurance provider, there was in fact a charge from Ortho Pros Express. I have never received a bill in the mail, and have tried to pay the balance online, but it requires information contained in the bill. I have tried calling several times, and can never contact anyone. They are closed during their business hours, hang up when you wait to speak to someone, and don't return voicemails. I got a text to contact them to update my address, but they make that impossible.

    Business Response

    Date: 06/10/2025

    The address provided was updated in our system and a copy of the bill attached. 

  • Initial Complaint

    Date:06/04/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a bill for an ortho boot that has never been used for $290.21. I've called multiple times, left voicemails, set up a payment plan, which auto drafted a payment on April 16 for $48.36. Have been told they couldn't see the payment or payment plan, that it should show up "at some point". They say there are only 2 people working in the office. Believe me, as a nurse I understand short staffing. But I keep getting bills, and automated calls saying the payment is late. I sat on hold today for 2 hours for the phone line to hang up on me. This is beyond frustrating for a boot that doesn't even fit my foot and I can't use but also didn't get the option to return. It's less than $40 on ******. At the very least, my $48.36 should be returned for an item I can't use and my account should be closed out with a zero balance.

    Business Response

    Date: 06/05/2025

    Good Afternoon

     

    the payment was received, we had an issue with our system speaking with the payment portal.

    Customer Answer

    Date: 06/06/2025

     
    I am rejecting this response because: no other issues were addressed. the boot is unusable, poor communication, no response to voicemails/calls, cost, now added late fees claiming I haven't made payments. 

  • Initial Complaint

    Date:06/03/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of service 2/9/25, son received hand splint from urgent care Statement dated 2/19/25 from Ortho Pros Express asking for full amount ******. No payment had been received from ***************** insurance yet, no claim had been submitted to ***, but it was listed at the top of statement.Statement dated 4/6/25 still asking for full amount of ****** plus they added 5.00 late fee, still no payment from *************, but they are billing me full price plus late fee. Per *** website, claim wasn't filed until 3/29/25, insurance approved payment 4/1/25 of ******, patient responsibility *****. Statement dated 5/9/25 finally showing correct amount due of *****, but still had 5.00 late fee added. I had also begun to receive phone calls threatening collections even though insurance had just submitted payment short time ago. 6/2/25 I made online payment for amount of *****, I refused to pay the late fee. My request is for the late fee of 5.00 to be removed from my account, records to indicate "paid in full" and no further communication from Ortho Pros Express regarding this matter.

    Business Response

    Date: 06/04/2025

    Reviewed account listed above and system is showing payment received 06/02/25 for $25.43. Account balance is showing $0 and that it has been closed.

  • Initial Complaint

    Date:05/26/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The problem arose after I was fitted with a wrist brace in January 2025 by Dr. ***** at *** in ***********, **. The brace is sold by Ortho Pros Express (OPE) in *********, ** (account# GLTQ6, invoice#******* and was supplied to *** on January 14, 2025. Dr. ****** assistant, **** **** informed me that the brace could be returned to *** within 2 weeks at no charge. I returned the brace during that time.Despite this, OPE billed me $117.71 for the brace, and said payment was past due. After a second late notice, I spoke with Mr. **** who said *** records indicate that the brace had been returned and there would be no charge. Mr. *** contacted **** ******** at ***, and then asked that I contact Mr. **** directly. I did, and Mr. **** notified me that OPE voided the claim on April 7.I nevertheless received another bill, this time for $122.17, which included a $5 late penalty. This correspondence with Mr. **** has gone on 4 times, to no avail. *** has now sent me a "Final Notice" dated May 16, 2025, saying that I owed $83.71. There was no explanation for the lowered bill amount.The bill states that unless they received payment within 10 days, the account information "may be forwarded to a credit reporting bureau, an attorney, or collection agency." This is where things stand.I am unable to upload documents supporting my complaint. With your permission, I'd like to send a hard copy by mail. Please let me know if I may do this, and if so, where and to whom I should send the papers. Thank you.******* ******

    Business Response

    Date: 05/27/2025

    I looked into your account. I did not see any correspondence from the *** you spoke to regarding a return of the brace however I have sent this invoice to be credited as a return as of today. You should not receive anymore invoices in the mail or phone calls regarding this. This invoice has been suspended pending the completion of the credit by a manager.

    Thank you,

    Ortho Pros Express

    Customer Answer

    Date: 05/28/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Was injured at work and sent to local ************ I received a walking boot. I have received numerous invoices and now a collection agency notice about the boot that was not paid by the employer. The employer says they have made all payments but I keep getting calls and text messages from this company. I am NOT liable for this bill it is a workers compensation issue.

    Business Response

    Date: 03/28/2025

    I looked into the account. I am showing that we faxed the invoice and paperwork from the clinic to a ***** at ************************ on 02/11/25. The balance for the walking boot has been transferred from patient to the *********************** As of today 03/28/25 I am showing in our system no balance owed by patient. There should be no more invoices sent or phone calls. Thank you.

    Customer Answer

    Date: 03/28/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    this bill was paid Dec.14 , 2024 by my secondary insurance and I keep getting bills and phone calls threatening calls about turning it over to an outside agent for collection. This is causing my so much stress. I called and was kept on hold for 50 minutes before I left a message and gave ref# of payment . I got a message later that said my balance was zero then a week later I get another message threatening collection. I want this resolved now so I don't get any more bills or calls.

    Business Response

    Date: 03/06/2025

    I looked into the account for ***** *********. I am showing in our system that there is no balance remaining on the account. System shows that we received payment from secondary insurance for $11.28. There are also notes attached to account showing that we called and left a voicemail stating there was no balance on the account on 02/25/25. 

    Customer Answer

    Date: 03/06/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. Hopefully I won't get any more bills or calls. Thank you

  • Initial Complaint

    Date:12/23/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I need to get onto this site so I can pay the bill I just need the exact url so I can pay the bill because I don't have the piece of paper with the *** I've tried calling dozens of times and I'm continuously hung up on I just want the url so I can type in this account number and invoice number and pay but If I can't get a hold of anyone and they keep charging me gonna just seek options more demanding of them

    Business Response

    Date: 12/26/2024

    The name was incorrect, so it was corrected and billed back to his insurance. He has no balance due, and he was left a message about this. Thank

    Customer Answer

    Date: 12/26/2024

     
    I am rejecting this response because:
    I haven't received any notice and if it was billed back to my insurance then I have been wrongly paying you guys 150 dollars so then where is my money as well as you guys haven't contacted me via anything please reach out properly at ************

    Business Response

    Date: 12/27/2024

    This has been taken care of, we corrected his name and resubmitted to his insurance. No pt responsibility at this time. Thanks 

    Customer Answer

    Date: 12/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. If I end up receiving something in the mail requesting my funds I'll take legal action I have proof that the business has reached out and said it's been taking care of thank you. 

    Thank you. 

  • Initial Complaint

    Date:10/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Been trying to get someone on the phone for months, Ive spent hours upon hours on hold being told you're the next caller in line for no one to answer. Do these people not work? They also turn the phones off during their hours of operation they have displayed on bills and online 8-4:30pm EDT. THEY DID NOT FILE MY INSURANCE FOR A BOOT. They did file for my crutches which I will pay the copay for over the phone so it is applied correctly BUT NO ONE ANSWERS THE PHONE! My insurance is contacting them in regards to the bill they didnt file to them that they are demanding payment from me on. But they wont be able to get anyone on the phone either, so Im sure theyre mailing something. They wont respond though! Theyre going to send my account to collections when they havent even filed my insurance! ANSWER YOUR PHONE!

    Business Response

    Date: 11/22/2024

    Thank you for letting us know about the complaint submitted. I have investigated customer ****** Taylors account *****. This matter concerning the amount of $25.00 has been resolved as of 10/31/24. Our system shows that it was a billing error, and it has been corrected. The amount in question was transferred from the customer and billed to customers insurance on 10/31/24. We also contacted the customer by phone to clear up the matter on 10/31/24. It is noted that the matter was resolved to the customers satisfaction.

     

    Thank you,

     

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

    PCS Representative

    Enovis/Orth0 Pros Express     

  • Initial Complaint

    Date:03/18/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    OPE charged me for crutches. We never got crutches. Tried to call the number listed on the billing statement, but no one answers and there is no way to leave a message. No other contact information is available on the bill. I will not pay for a service I did not utilize.

    Business Response

    Date: 03/27/2024

    Good Morning, 

     

    I did speak with the father of our patient and informed him that the ordering physician's office sent in the wrong demographic sheet with the order. August's demos were attached to a patient agreement form for the crutches dispensed to another individual. i informed the patients father that i would credit the incorrect billing that day and he could ignore the invoice that he had received.  

    This issue has been resolved. 

    Thanks! 

Ortho Pros Express, Inc. is NOT a BBB Accredited Business.

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