Complaints

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.

• Initial Complaint

  Date:10/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My daughter was seen in the ** at ******* ***************** after a knee injury while playing soccer. She was given a knee brace that was apparently supplied by a third party company called DJO. We received a bill for $156 but this had not been filed to our insurance. I called and spoke to a representative who told me the insurance they had on file was an old insurance plan and had been terminated. I provided the correct insurance information and was assured this would be filed. Two weeks later I called back and was told this had not been filed to our insurance. She confirmed the correct insurance was on file, i was instructed not to pay the bill and they would file to insurance and send me a new bill. I called two weeks later to follow up as I failed to hear anything. I was told the insurance information was updated but the claim had not been submitted. I was assured this would be submitted to my insurance and instructed again not to pay the bill. I called a third time and was told the same thing. I called today to follow up and was told that the bill has been sent to collections. I am very frustrated as I have called numerous times but was told today that I "failed to follow up" and was treated like I just don't want to pay my bill. I spoke with a supervisor and the claim has still not been submitted to my insurance.

  Business Response

  Date: 11/07/2023

  Hello ******************,

  My name is ***** and I help oversee **************** here at DJO. I apologize for the frustration this has caused. 

  Please email me with your daughters Account # so I can look into your concern. Without that information I am unable to review the account. My email is **********************************************.

  Thank you,

  DJO

• Initial Complaint

  Date:10/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was contacted by a sales rep for DJO global for a medical device as ordered by my doctor for a broken foot. The rep told me that the cost of the device after my insurance was applied would be around $400. I have received a bill for $1237.30. They have resubmitted the claim to my insurance company and the result is still $1237.30 that I owe. Had i been quoted that cost from the beginning, I would have declined ordering the device as I am not able to afford that. I have contacted the company 2 other times requesting an adjustment be made to honor my original quote. Both times I was told that a supervisor would call me back to discuss what they could do further. Neither time did I receive a phone call, other than automated calls requesting that I pay the bill. Again, had I been quoted that much to begin with, I never would have agreed to getting the device. I have asked for an explanation as to why the rep told me around $400 versus the $1200 I'm getting billed for, and have yet to hear back from anyone as to why this is happening.

  Business Response

  Date: 10/24/2023

  Hello ******************,

  My name is ***** and I help oversee **************** here at DJO.  I apologize for the frustration this has caused.

  I have reviewed your account, and it appears we have made an adjustment on your account and your balance is $480.00. It looks like the Team tried to reach out to you on 10/18. There was no answer, so they left a voicemail.

  Again, I apologize for the frustration, but it appears that the complaint has been resolved.

  Sincerely,

  DJO

  Customer Answer

  Date: 10/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Approximately 8 weeks after surgery, I received an invoice from DJO Global for $50. The invoice stated: "DJO Global has billed your insurance provider and/or ******** based on the information you and your physician provided at the time of service. The balance indicated is now your responsibility. Prompt payment is appreciated." When I found NO claim from DJO Global on my ******** account, I phoned ********************** and was told that the claim WILL BE FILED. It appears that their "game" is to receive payment from the patient BEFORE filing a claim with ********. Presumably DJO Global would then be in a position to receive a second payment from ******** for the same service, and it would be incumbent upon me to seek a refund from DJO Global. Judging from the number of complaints about refunds, good luck with that!! Caveat emptor!

  Business Response

  Date: 10/17/2023

  Hello ****************,

  My name is ***** and I help oversee **************** here at **********************. I apologize for the frustration this has caused.

  The product that you received, the L3260, Post Op Shoe is statutorily non-covered by ********* We have been told by ******** to not bill any non-covered items. In your case, we will go ahead and bill this to ******** as an attempt to have them pay your claim for you. You will not receive any statements until we have heard back from your insurance.

  Sincerely,

  DJO

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Disputing a walking boot I was charged 4x over market value for. I was given no written confirmation of the price of the boot. The urgent care told me it wouldn't be much more than what is priced online ($60-$80). I recieved a bill 1 month later for a bill for $318 for a walking boot. 1. I did not recieve any pricing that this is how much the boot would cost.2. I asked to return the boot as it wasnt used and I wasnt given a good the quote within the 14 days return period.3. the company has been unwilling to be flexible with a price adjustment due to the fact that their product is able to be ordered online for way less than the amount they are charging me.

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to urgent care on 7/8/2023 and was prescribed an aircast. I took it and went home. I did not end up using it and was wanting to return it. I never received paperwork or an agreement stating how long I had to return it.I then received an invoice in the mail for $91.87 which I was shocked as I have great insurance. I contacted my insurance, then the urgent care I received the aircast from, and then they told me to contact the company that sent the invoice which is DJO Global.I emailed DJO Global and they asked me for an account number and order number. I was able to give them my account number but told them I did not have an order number as I received it at an urgent care. They then stated I have to contact my insurance company which my insurance said they couldn't do anything. I am wondering why I have had to go in circles with DJO Global and have not gotten any clear answers or a resolution. I also decided to check online how much it would cost for the same thing I received and it came up through the Aircast brand on Amazon that it was $30-$40 total.Why is it that DJO is charging 3 times the amount as that?I would like a refund of the $91.87

  Business Response

  Date: 09/29/2023

  Hello ****************,
  
  My name is ***** and I help oversee **************** here at **********************. I apologize for any frustration this has caused you. I have read your email regarding your concerns around the pricing of the product you received.

  
  You were apparently seen at ********************************* on 7/8/2023 by **********************. While there *************** provided you with the Aircast Air-Stirrup.Once a product is prescribed and dispensed by the doctor, the patient is asked to read, agree to, and sign our DJO Patient Product Agreement (***) form, which you did. Once signed, the clinic offered to email you a copy of the *** receipt. You declined to receive this receipt. I have attached that *** for your review. The *** explains that youre responsible for any balance due,after we bill your insurance. It also states that you have the right to purchase the item on your own if you choose. Additionally, our 14 day, no questions asked Return Policy. We have this in place for patients who get home and decide the brace doesnt fit, didnt work right, or they found it elsewhere at a better price, like on Amazon.

  
  DJO is contracted with hundreds of commercial insurance carriers around the US, including ********* ******** plans, PPO plans etc. We bill those insurance carriers using our own contracts, separate from the clinic. We bill the *** (Durable Medical Equipment) using a set of federally approved codes called ****, which stands for Healthcare Common Procedure Code. We bill every insurance carrier like BCBS MI etc., at the same rate for that product.Once billed, the insurance carrier reviews the claim and determines what their contracted rate is for that item. Our pricing is established from product codes called ****, which stands for *********** Common Procedure Code. The **** for the Aircast Air-Stirrup you received is L4350. Using this ****, we billed your insurance at the standard rate of $108.17. The standard rate for these codes is determined by CMS *********** using a Fee Schedule called the ***POS, which stands for Durable Medical Equipment Prosthetics, Orthotics & Supplies. Many insurance carriers use the ***POS as a guide to establishing their own contracted rates with companies like DJO. After we billed your claim, your insurance responded with their contracted rate for L4350 at $91.87. From there, *** wrote off $16.30 as a Contractual Allowance which may show on your Explanation of Benefits (EOB) as ************************************** also discovered you had an unmet deductible remaining on your account. Because of that, your insurance instructed DJO to invoice you $91.87 for the brace. We are contractually obligated to bill you this balance per our agreement with your insurance company. To reiterate, that rate is determined by your insurance and/or your employer, not DJO!
  
  With regards to online pricing as a comparison, you can certainly find similar items for less,on external sites however items purchased online cannot be filed as an insurance claim and nothing goes towards satisfying the members deductible responsibility. When a doctor ********** an item from DJO through our ********** program, as a rule the patient is first medically assessed to determine the best product for their condition or injury. After being fit by a professional and instructed on the proper use and care of the device, the patient could take the item and use it immediately, with no out of pocket cost during their visit. When ordering the product online, the patient would select and buy the product online then wait for it to arrive. If the wrong product arrives or it does not fit, the patient would have to return the item and wait for a replacement while the injury or condition goes untreated.
  
  In closing, DJO filed this claim appropriately. We also recommend patients contact their insurance carrier, member benefits department for additional information, deductible and coinsurance responsibilities, etc.
  
  Again, Im sorry for any confusion and frustration this has caused.

  Regards,

  DJO

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 10/12/2022 I was treated for a knee injury and was provided a knee brace by the doctors office. The health claim was through ***** provider and had zero issues with the physicians office receiving payment for visit/treatment. On 11/06/2022 I got a bill from a company called DJO with address in ********** ** requesting payment for $156.89. There was no indication on the invoice that they had attempted to go through ***** for payment. I called them and provided the ***** information and they claimed I was not insured, which is incorrect. I called back a few times to provide the ***** information hoping I would be able to speak with someone different as I did not have confidence in the person assisting me. After receiving a final notice I reluctantly paid to avoid collections and decided to take it up with ***** myself. All Savers, who was my ***** health provider did eventually pay DJO in the amount of $65.87 which was the adjusted amount they were *********** because as mentioned this was a covered health claim. I was told by DJO that a refund check would be sent within 6 weeks in the amount of $91.02 (difference of invoice $156.89-$65.87 amount paid by insurance) This verbal agreement to pay was in April. I waited until June to check back with them as no refund check was issued. I was told by a call handler that payment was issued and to check back in a week or so. I called back in July, and was told that they credited card used to pay the invoice not a refund check. I checked my HSA, debit card and bank account and ZERO refund. I called back again and each time the hold times are long, mind you I am at work and finally got someone else on the line that said I was refunded and to check my statements again. I didn't have a date of the "refund" but knew what amount to look for which was $91.02. I tried calling several more times and was told a supervisor would "look into it" and call me back. It is September 14, 2023 and from the jump this company tried to jerk me around saying they could not find my insurance policy and refused to send it to All Savers....so they have received $156.89 from me and $65.87 from my insurance company which is double dipping and not only making a profit off of an invoice but holding on to client money making interest and paying staff to lie, deceive and keep people at arms length in hopes they will give up and not have to pay them back. That is FRAUD!!! If I don't get my check by October 15, 2023 I will file a report with the *** (NOT DJO) and let the ********** of ******* assist me in getting back refund. Hard working American's who suffer an injury should not have to file complaints or *** reports to get back a measly $91 check - SHAME ON YOU! You have 30 days to refund me my money. Please and Than you

  Business Response

  Date: 09/25/2023

  Hello **************************,
  My name is ***** and I help oversee the *************************** here at DJO. I apologize for the frustration this has caused.

  I have reviewed your complaint and your account. According to the notes in your account, it appears the credit card that was used has been refunded $91.02 back on 6/9/2023. But from your statements it sounds like you did not receive that. I have forwarded this concern to the correct department who will be able to help with this. We will correspond to via the email address you have provided in this complaint.
  

  Again, I apologize for the frustration this has caused.
  Sincerely,
  DJO

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   We have been told this before.  I need a copy showing the "refund" that was sent to "card" on file.  I mean at least give me the last 4 digits to legitimize this response.  This is the same example of scripted responses I have been given by this company for months.  They say the "Refund" but can't provide proof or provide the last 4 digits of the card they so call refunded.  That's because they lie.  I want a copy of the refund proof emailed to me at ****************.  I literally do not believe a single word they say.  When I see the refund check in my mailbox I will consider the matter satisfied.

  
  Thank you,

  Tom 

  Business Response

  Date: 09/27/2023

  Our billing department has reached out to you on 9/26/2023 and left a voicemail for you to call back so they can help resolve this issue for you. 

  Sincerely,

  DJO

  Customer Answer

  Date: 09/28/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had emergency surgery on my left arm to repair a torn bicep tendon. After surgery I had to be put in a arm brace that limits my arm movement so I don't destroy the repair. The brace has a dial on it that I have to adjust more movement by 10 degrees a week for 8 weeks. DJO fitted me with the brace and told me it is covered by my insurance and all I have to do is pay the $15.08 co-pay and I did pay the co-pay. *** submitted the wrong code for the brace to my insurance company so they won't pay for the brace and have sent me the bill. I called the insurance company and they said DJO can give them the proper code and they will pay for the brace, DJO will not return any of my calls or emails . The surgery office manager has tried to help me and they won't return her calls either and also my insurance company gets the same results on the many calls that they have made I have the bill in the 2nd grievance with the insurance company and DJO won't give the insurance company any information so the bill will go into collection and ruin my credit

  Business Response

  Date: 09/25/2023

  Hello ****************,

  My name is ***** and I help oversee **************** here at DJO. I apologize for the frustration this caused.

  I have reviewed your complaint and chart regarding the bills you have received for the brace you received for use after your surgery. It appears that you have spoken to our ******************* and this has been resolved.

  Again, I apologize for the frustration this has caused.

  Regards,

  DJO

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   I do not have a receipt saying that the bill has been satisfied.I would like a receipt mailed to me please.

  Business Response

  Date: 09/27/2023

  I'm sorry you are not satisfied with our response. I have included a letter that was attached to an email that was sent to you on 9/15/2023 from our billing manager. This letter states that your account balance is zero.

  Sincerely,

  DJO

  Customer Answer

  Date: 09/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 transaction: 6/16/2023 (when all this started) and 9/5/2023 (when made payment)Amount paid: ****** Business comitted to provide you: NOTHING nature of the dispute is: the company charged me $****** for a walking boot that I was not given a receipt for approved the purchase of this boot. When I spoke a supervisor on 8/25/2023, I was emailed a copy of the receipt, and it mentioned I had 14 days to return the product (which I was past this time frame). Also on the email receipt I got from supervisor on 8/25/2023. I noticed that at the bottom (see the attached document) it said it was generated on 7/3/2023 which was also 2 weeks after my injury. Also, the supervisor I spoke to on 8/25/2023 said she would have to get approval for her to send me the copy of my receipt for my signature (which I asked wouldn't that mean you needed approval the first time, which never got a response). I was asked why they can't price match to their own product they are selling on Amazon which they are selling for less than $100. But they said they couldn't. Horrible customer service when called to get resolved this issue. I've asked for a manager every time and I've gotten declined saying no matter was available. I have gotten hung up on after making a payment when trying to clarify the confirmation code.whether or not the business tried to resolve the problem: NO / **** account number: ********

  Business Response

  Date: 09/15/2023

  Hello ******************,
  My name is ***** and I help oversee **************** here at **********************. I have read your complaint and reviewed your account. I apologize for the frustration this has caused.
  You were apparently seen at **** ********** ************** on 6/16/2023 by **************************************. While there **************** provided you with the Walking Boot. Once a product is prescribed and dispensed by the doctor, the patient is asked to read, agree to, and sign our DJO Patient Product Agreement (***) form, which you did. The *** explains that youre responsible for any balance due, after we bill your insurance. It also states that you have the right to purchase the item on your own if you choose. Additionally, our 14 day, no questions asked Return Policy. We have this in place for patients who get home and decide the brace doesnt fit,didnt work right, or they found it elsewhere at a better price, like on Amazon. Once signed, the clinic offered to email a copy of this which was declined. I have attached it here for your review. You stated this was generated on 7/3, this is the date that it was sent to DJO for processing. This document was signed by you on 6/16/2023.
  Regarding the complaint about the price of the brace you received: DJO is contracted with hundreds of commercial insurance carriers around the US, including Medicare,Medicaid plans, PPO plans etc. We bill those insurance carriers using our own contracts, separate from the clinic. We bill the *** (Durable Medical Equipment) using a set of federally approved codes called ****, which stands for Healthcare Common Procedure Code. We bill every insurance carrier like BCBS etc., at the same rate for that product.Once billed, the insurance carrier reviews the claim and determines what their contracted rate is for that item. Our pricing is established from product codes called ****, which stands for *********** Common Procedure Code. The **** for the Walking Boot you received is L4361. Using this ****, we billed your insurance at the standard rate of $335.04. The standard rate for these codes is determined by CMS *********** using a Fee Schedule called the ***POS, which stands for Durable Medical Equipment Prosthetics, Orthotics & *********************** carriers use the ***POS as a guide to establishing their own contracted rates with companies like DJO. After we billed your claim, your insurance responded with their contracted rate for L4361 at $197.76. From there, *** wrote off $137.28 as a Contractual Allowance which may show on your Explanation of Benefits (EOB) as ************************************** also discovered you had an unmet deductible remaining on your account. Because of that, your insurance instructed DJO to invoice you $197.76 for the brace. We are contractually obligated to bill you this balance per our agreement with your insurance company. To reiterate, that rate is determined by your insurance and/or your employer, not DJO!
  With regards to your complaint comparing our pricing to online pricing, yes, you can certainly find similar items for less, on external sites however items purchased online cannot be filed as an insurance claim and nothing goes towards satisfying the members deductible responsibility. When a doctor ********** an item from DJO through our OfficeCare program, as a rule the patient is first medically assessed to determine the best product for their condition or injury. After being fit by a professional and instructed on the proper use and care of the device, the patient could take the item and use it immediately, with no out of pocket cost during their visit. When ordering the product online, the patient would select and buy the product online then wait for it to arrive. If the wrong product arrives or it does not fit, the patient would have to return the item and wait for a replacement while the injury or condition goes untreated.
  
  In closing, DJO filed this claim appropriately. We also recommend patients contact their insurance carrier, member benefits department for additional information, deductible and coinsurance responsibilities, etc.
  I do see that you paid your account, and the payment has been applied. Your account has a zero balance.
  
  Again, Im sorry for any confusion and frustration this has caused.
  Sincerely,

  DJO

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 keep getting harassed with phone calls and letters for a bill in another person's name who I don't know or hold any sort of financial responsibility for. I called DJO and talked to their offshore customer support people as well as the US home office. I gave them my name and asked them if they had any record of money owed by me to them, they said no. I informed them I was getting bills/calls in someone else's name and asked that it stop. They said they would update their records but the calls and letters continue.

  Business Response

  Date: 09/05/2023

  Hello ********************,

  My name is ***** and I help oversee **************** here at DJO. I apologize for the frustration this has caused. 

  I have reviewed your complaint and have that we received incorrect information from a clinic that we service. I have confirmed that you do not have a balance with us and as of today will not be receiving any statements or phone calls from us to collect any payments.

  Again, I apologize for the frustration.

  Sincerely,

  DJO

  Customer Answer

  Date: 09/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My son was provided a wrist brace for a sprained wrist at a urgent care facility in Santa Cruz, CA. I received a bill from DJO global for the wrist brace. After insurance, the bill was $40.10. I paid online using at the URL provided in their billing statement. No receipt was provided to me once I paid, but it said my payment processed. I also verified that 40.10 was deducted from the account linked to the card I used for the payment on 11/02/2022 (see attached). I continued to get billing statements for several months saying I still owed $40.10. I contacted the company in December 2022 to describe the situation. They said they would get back to me. After a month of no response, I contacted them again by email, and they said someone would look into it. I have not heard from them since. I emailed them today and the email bounced back as not a valid address. I see that their name has changed so they may no longer be doing business as DJO.
  I received debt collection notification in August of 2023 for 40.10. Obviously, they did not look into it, and sent the charge to collections, even though I paid them directly. I request an acknowledgement of payment and my debt to be removed from the collections process.

  Business Response

  Date: 08/25/2023

  Hello **. ************,
  My name is Karen and I help oversee Customer Service here at
  DJO. I apologize for the frustration this has caused. I am looking into your
  complaint and hope to have it resolved shortly. I will follow up with you via
  the email you have provided. My email address is ************************. 

  Sincerely,

  DJO

  Customer Answer

  Date: 08/25/2023

  I have reviewed the business’ response and accept this
  resolution. They were actually really helpful and the situation is resolved.