Complaints

This profile includes complaints for Breg's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Breg

  2885 Loker Ave E Carlsbad, CA 92010-6626

  
• 

  BREG

  PO Box 660535 Dallas, TX 75266-0535

• 

  Breg

  6300 Jefferson St NE Ste 101 Albuquerque, NM 87109-3483

• 

  Breg

  400 Meadowmont Village FORMER: primary, reportab Chapel Hill, NC 27517

• 

  Breg inc.

  PO Box 3475 Toledo, OH 43607-0475

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:12/22/2022

  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.

  This is the second time I've filed a complaint with Breg. I setup my auto payment play plan 3 times with this company and each time my card is not charged and I start getting harassing phone calls within 2 weeks of these payments asking for more money. The customer support representative took my information down and even told me that I have to call and cancel the auto payment or they'll charge me indefinitely. Well, they've done the opposed and never charged me and now they sent my bill to collections even though I've setup auto payments 3 times on a recorded line. Now I have harassing phone calls coming from collections. This is absolutely unacceptable for an **************** to operate like this. Let alone charging someone $400 for something that costs $80 on Amazon. This company operates completely unethically.

  

  Business Response

  Date: 12/27/2022

  Thank you for reaching out to us on this issue. We would like to investigate this situation further to find the best solution. Please provide the patient's full name and date of birth or your account number. You can provide that here on the BBB portal or email us directly at ********************************************** Thank you!

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

  Director, Billing Quality

• Initial Complaint

  Date:11/23/2022

  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.

  On 10/11/2021 I fell and broke both of my elbows. At the *** I was given 2 arm slings. On 10/13/2021, I saw an orthopedic doctor who provided me with a brace for one elbow that was shattered. I received MULTIPLE BILLS from Breg each month while waiting on insurance to pay the claim. Each time I would call them with most calls not resulting in a person on the other end. Our insurance mistaken denied claim due to out of network. This was wrong and I appealed the claim. I tried calling again at the time and was able to speak to someone. I explained the appeal and was told the bill had to be paid or collections would be involved. I paid $496 for one brace and 2 slings. In September of 2022, our insurance paid the claim in full. So now they have have received $496 TWICE. I want a refund of the money paid that I NEVER OWED IN THE FIRST PLACE. I also feel they should pay interest on that money at credit card rate as that I how I paid the bill in the first place. I have called, left messages and emailed. I am at a loss of what to do to force the issue. I am also going to notify my insurance company of the handling of business with Breg as I feel they may like to look deeper into their claims. Please advise!

  

  Business Response

  Date: 12/01/2022

  Hello *****

  Can you please provide your name and date of birth or the account number (not the invoice number), so we can locate your claim and review?  You may provide this information via this portal or by emailing us at *********************************************

   

  Breg

  Customer Answer

  Date: 12/05/2022

  My info is as follows:

   

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

  DOB: 2/24/72

  I emailed the company at the address they provided in their response. I also wanted to respond to you. They have received multiple contacts from me, so therefore, I feel like their response was a ploy to hold my refund longer.

  Thanks for all you all do for our communities.

  

  Business Response

  Date: 12/06/2022

  Hello *****

  I was able to finally locate your email and look up your account.  I have sent your claim information to our billing specialist for review and will let you know as soon as I have a response back.  We are not trying to "keep your refund".  Please allow us 48 hours to review your claim further.

  Breg

  Customer Answer

  Date: 12/08/2022

  The first call made to Breg was in September 2022. They have had over 60 days to review my account. 
  I feel like this is just another ploy to delay refunding my money. They emailed their specialists at every contact I have made with the company and I emailed them myself. This is definitely a redundant answer and if anyone in my family sustains an injury again, I will definitely question where their medical equipment comes from. Breg will never receive a dollar from us in the future. I totally understand why there have been 113 complaints with the BBB and they have a 1.05/5 rating. 
  

  Thanks for your help so far in this matter!

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

• Initial Complaint

  Date:11/23/2022

  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.

  Around 8/23/22 I inadvertently sent payment of $79.99 to Breg that was meant for my cable company. Breg is directly below Spectrum on my mobile banking app. On 8/23/22, I spoke with ********************************* at Breg about the situation, followed by an email with the check image, account number when I used them several years ago, and request for refund. On 9/30/22, I followed up via email. ****** said Breg's Refunds Team found the check but didn't know what account they applied it to, saying he'd follow up the next week. I inquired if Breg didn't know what account or have an account associated with my name, why was the check cashed? No response. On 10/25/22, I followed up again via email. No response. On 11/5/22, I followed up again, inquiring why, since my account with them had closed years ago, the check was cashed, and asking for my refund. I indicated if I didn't get the refund or a response, I would escalate the issue. No response. I just want my money refunded since it doesn't belong to them.

  

  Business Response

  Date: 01/10/2023

  Hi *****

  Thank you for attaching the copy of the check.  Can you please provide your full name and date of birth or the account number (not the invoice number) on the statement you received?

  Breg

  Customer Answer

  Date: 01/10/2023

  Breg,

  Please read the complaint and notice that you received money in error. It was not in relation to an invoice or account. I am respectfully asking that you send me a check in the amount of $79.99, as the check you cashed was not meant for your business. A check can be sent to me at ********************************************************. I have been waiting patiently for you to rectify this issue. Thank you.

  -***************************

  

  Business Response

  Date: 01/11/2023

  Hello

  As your check was cashed and put into our unapplied account, can you please also send us a copy of the back of the check so we can locate it in order to process your refund?  You may send it through the portal or email it to us at *********************************************

  Thank you

  Breg

  Customer Answer

  Date: 01/12/2023

  Please acknowledge receipt of the back of the check image.

• Initial Complaint

  Date:11/19/2022

  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.

  Name: *************************** Account #: ******* Date of service: 5/23/2022 I keep receiving erroneous bills in the mail from Breg. I am formally filing a complaint with you, as I am unable to get into contact with Breg despite multiple attempts.I received an ACL brace from breg postoperatively. The charge was $1,195.00. My insurance paid $936.64. The lady who provided me this off the shelf brace specifically assured me that they would bill my insurance, and I would not owe anything that my insurance did not cover.Months later, I get a bill for $258.36. I call billing multiple times and leave multiple messages with no response. I try again at regular intervals and finally reach someone, who stated she would work on fixing the issue and call me back. I never was called back. I even tried reaching out to the sales rep listed on the paperwork (***********************) by linkedin, with no response.I am a physician myself and these billing practices are completely unethical. I have not been able to reach anyone at the company. I am not alone see the other 88 recent reviews and complaints from BBB with almost identical stories.************************************************************************************************************************************ Hoping you can help,***************************

  

  Business Response

  Date: 11/30/2022

  Dear ******,
  
  Thank you for reaching out to us on your account.
  
  I would like you to know we have received your complaint on your account. We will be investigating and reaching back out with our resolution soon. 
  I have placed your account on hold during this investigation.
  
  At Breg, we are committed to providing our customers with high quality, service and value, and building on our strength of taking care of our customers and patients from every angle of our Breg 360 ************* Experience. From our diverse line of premium medical devices to our exceptional staff, we strive to exceed your expectations.
  
  Please remember that you are always welcome to contact us with any further questions or concerns. We look forward to providing our patients with the customer service that ********************** prides itself on.       

  Customer Answer

  Date: 12/01/2022

  To whom it may concern,

  I appreciate Breg investigating my case and await their response, however I do not consider their response a resolution of the issue and therefore am rejecting Breg's response. I have called 4 different Breg phone numbers in the last 2 days and have successfully spoken to 3 Breg employees ***** **** and *****), one of which was a supervisor, however no one was particularly helpful. They merely took note of further details that I provided but did not offer any further support or helpful information. 

  Ultimately, what I would consider a resolution is for Breg to remove the balance from my account since they erroneously told me that I would not owe any amount for the brace which influenced my decision to proceed with getting the brace in the first place.

  I look forward to seeing what Breg's decision is.

  Respectfully,

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

  

  Business Response

  Date: 01/10/2023

  Hello ******

  At this time, there is no patient balance due on your account 5608281.  We are working with your insurance company to file an appeal.  You will receive an updated EOB from your insurance company once their review is complete.

  Breg

  Customer Answer

  Date: 01/14/2023

  Thank you for the update. I will continue to "reject" rather than "accept" your response until this is resolved. I understand you resubmitted the claim to my insurance company, however the fault lies with Breg for miscommunication between your own company as well as with me regarding patient responsibility for this brace. I eagerly await further updates. 

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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.

  Originally, received a bill for a total of $400, with payments and credits of $216.32, balance was $183.68 which was paid shortly have receiving the bill. This was in May, 5 months later got another bill for $32.41. Called and asked for an itemized bill to be sent, as I had no idea where the extra $32.41 came from. The next invoice says charges are $400 payment & credit $0.00 balance of $32.41. Call them again, they say that I need to call my insurance company to ask about what they paid. Call Breg again different operator told be that we owed the difference of what they billed and what we paid. Telling me that the patient portion should have been $216.09, but they can not produce an itemized bill. Makes me wonder who is running the billing department for this company. Is it a junior high accounting class? So, far I have talked to 3 different people and have gotten 3 different answers. Asked the last person I spoke with if I could speak to someone else, after he spoke to be like I couldn't do math, instead he just hung up. So, I guess there is no one else I can talk to about this.

  

  Business Response

  Date: 01/10/2023

  Dear Saturn

  You claim is paid in full and closed.  Thank you!

  Breg

• Initial Complaint

  Date:11/15/2022

  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 sprained her ankle in June 2021. We took her to urgent care where they provided a boot from Breg. My husband is active duty military, so we have Tricare Prime. We are within the network and everything is covered through them. I started to receive bills from Breg, so I called them, they took our insurance information and told me to ignore the bills. I called Tricare to let them know what was going on and Tricare didn't see any bill from them, but said they'll cover it. I called to check in on the payment with Breg multiple times and had to give them my insurance info a few separate times. Tricare also continud to see no bill from Breg. Months pass and I received a call from a debt collector. I called Breg asking them what is going on, they told me it was a mistake and they'll put a hold on the debt collector account and not to worry about it. I call Tricare back, again, still nothing from Breg. Breg said they billed the insurance, but my insurance didn't see it, only the urgent care bill, which was already paid. Breg said not to worry, it will be taken care of. Almost a year goes by, I get another call from a debt collector. I call Breg and I'm told ******* said the boot wasn't covered. I call Tricare, ******* says the boot is covered, so she submitted the payment, again, for me (I have the claims number this time). I call Breg back and I'm told they'll put the debt collector account on hold again and to call back. I call today and I'm told Breg can't do anything bc they don't have my account anymore, it's with the debt collector and there's nothing more they can do for me (they never did anything for me to begin with besides stress me out). So now I'm not sure who my insurance paid, if Breg is just keeping that money for themselves and expecting me to pay the debt collector which was wrongfully involved, or what. Breg needs to fix their mistake, make sure my credit is repaired, and also they need investigated bc I'm not the only one.

  

  Business Response

  Date: 01/10/2023

  Hello

  In order for us to research this, please provide the Patient's full name and date of birth or the account number (Not the invoice number) on the statement you received.  You may provide this information via this portal or by emailing us at *********************************************

  Breg

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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 son (DOB 5/14/09) needed a sports brace after a knee injury. Before ordering the brace the Breg rep *********************** called to let me know that after insurance my cost would be $259. The day he delivered the brace to my son he said it was only $224. That was even better. To my surprise, I receive a bill in the mail for $849.01 (Account #*******)! I texted **** (since he gave me his personal #) about this and he said he would have it fixed. It never was corrected and now he doesnt work there anymore. I even have the text messages to prove that he said he would fix it! Today he referred me to contact ********************************* at Breg and she basically said its not their fault. Now the 30 days have passed for a return and my son needs his brace but I cant afford 4 times the amount we were quoted! I feel it was a huge mistake on their part. There is no way I would have agreed to pay this amount. Even worse, I called on 10/13 to request a return label and was told it would be mailed to me, but it was emailed and went to my spam folder. I just found this out today 10/27 when I contacted cust service to ask where my label was. Now they tell me since the return window is closed I have to pay the full $849 or it will be sent to collections. I paid $100 today which should be half of whats due, but I am not working and only willing to pay the $224 I was told it would cost. They are definitely scamming people and not following through with their word. Im requested that someone in management at Breg contact me at ************ ASAP and adjust my bill the the $224 I was told it would be.

  

  Business Response

  Date: 10/28/2022

  Dear ********

  Thank you so much for reaching out to us on your account and providing all of the necessary information for me to locate your claim.  I have a claims specialist reviewing the claim regarding the estimated out of pocket you were quoted versus what the *** states from your insurance company.  As soon as I have more information, I will reach out to you.  If you need anything, you may email us directly at *********************************************

   

  Breg

• Initial Complaint

  Date:10/25/2022

  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.

  Only July 18, 2022 I had to visit my local hospital for a foot injury. Breg initially contacted me twice via phone text message saying I owe a bill before a paper bill even showed up at my door. I immediately thought those text messages were a scam so I blocked them. Who sends a bill in the form of a dodgy text message. PAPER BILL FIRST! *** Paper bill itself had nothing itemized just a total charges due of $105. People want to see what they are paying for. *** first Paper bill statement was dated 8/7/2022 with account number ******* and an invoice number. I made a payment for the full $105 via my credit card on 9/7/2022 at 1:57 pm WITH A RECEIPT ID#*********. On 9/8/2022 my bank posted that BREG INC ******************* E pulled the money from my account 9/8/2022 9/8/2022 POS Withdrawal - BREG INC ********************* ********** CAUS - Card Ending In .$105.00 I got a second bill from BREG that same day on 9/8/2022 showing same account #, Invoice # and due amount of $105. I understand that since I paid the day before this was just a bill I could disregard as the payment was just made within 10 days of this second bill. So Here I am thinking the account is paid and closed, when I receive a third bill. This third bill was dated 10/8/2022 and had the same account #, same Invoice # and still showing the $105 due with $0 payment applied to my account. How could this be when you removed that exact amount from my account on 9/8/2022. This account IS PAID IN FULL. Why is this not reflecting on your end? I called the customer support and they did not say when Someone would contact me, just that it would be a long time. I also submitted a message to BREGs customer service with no acknowledgement of receipt. So to recap, This whole process should have gone down like a normal business transaction. BREG Company charged me $105, billed me, I paid the ***** *** money was withdrawn from my account via BREG Company and I have receipt ID. Yet they say It's unpaid

  

  Business Response

  Date: 10/26/2022

  Dear *******

  Thank you so much for bringing this to our attention.  We are researching this and will get an answer to you as quickly as we can.  We sincerely apologize for all of the issues you have encountered.  I have placed a hold on your account while we locate your payment so you will receive no further communication (bills or text/calls).

  Breg

  Customer Answer

  Date: 10/26/2022

  
  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, granted they find my payment.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 just received a bill from Breg for $29.53 despite making a payment for $29.53 on September 4, 2022. This company just cannot bill properly. They are likely stealing and fraudulently billing thousands of customers. It should be noted that I received no less than 5 wrong bills since my original doctor's ****** visit during which I received a wrist brace. First, they provided my insurance provider with wrong information so that I was charged the out-of-network amount. Then when that was fixed, I continued to receive bills for the wrong amount. I finally spoke to a supervisor at one of their calling centres, paid the amount I actually owed ($29.53), and thought my troubles were finally over. That was 6 weeks ago. Sure enough, I just received a new bill for $29.53. I'm not calling their stupid call center in *************** but I will file a lawsuit under the Fair Credit Reporting Act should this end up on my credit report. Companies like this need to be sued out of existence and I hope any person reading this knows that they have a valid action against any company that wrongly bills and then sends those amounts to a credit bureau.The invoice number I received is ********.

  

  Business Response

  Date: 10/12/2022

  Dear *******

  Thank you so much for providing the necessary information for us to locate your account.  We are in the process of locating and applying your payment.  We will update you as soon as this has been completed.  We apologize for all of the issues you have encountered and appreciate your patience.  Should you need to reach us, you may respond via this portal or email us directly at *********************************************

   

  Breg

  Customer Answer

  Date: 10/13/2022

  The response is the same one I have received for roughly 4 months.  They claim they will address the matter, and yet, month after month, I continued to receive illegitimate bills. They have provided no reason for me to believe the illegitimate bill and balance will not eventually be sent to collections; which will then lead to the inevitable investment of even more time having to contact the credit bureau to correct my report and then having to sue ********************** in court for damages. 

  An example of a satisfactory response would be them agreeing to send me a letter (signed by *****************************, ***************************, and/or ***************** stating): (1) that the entire balance for the wrist brace has been paid in full, (2) that any future bills for the same medical appointment can be disregarded, (3) the direct contact info (email and phone numbers) for the aforementioned, (4) steps that are being taken to ensure that customers like myself will not be resent fraudulent bills. 

   

  

  Business Response

  Date: 10/19/2022

  *******,

  I am reviewing your account every day to locate the payment and have it applied to your account.  Your account is currently on a hold status so you should receive  no further calls or statements while we rectify this situation.  Again, we apologize for the issues you have encountered.  

  Breg

  Customer Answer

  Date: 10/20/2022

  See previous response.

• Initial Complaint

  Date:09/29/2022

  Type:Sales and Advertising 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 initially received a bill from Breg before they had even billed my insurance. When I called them, they updated my file with the insurance information that they had and finally submitted it to my insurance. The date of service was 9/11/2021. In May of 2022 I revived a bill for the full amount that they had sent to my insurance. I paid the balance that my *** showed that I actually owed them. I then contacted them multiple times had my insurance contact them multiple times, and had my insurance send them another *** showing what I owed and what I had paid. Every month since May I have been told to disregard the new bill, they have sent to their back office to resolve the issue as the *** does show that the amount that I have paid is what the *** shows that I owed. I last spoke with someone earlier this month and was told yet again that this issue had been escalated to the back office and I would be receiving a supervisor callback within 1-2 business days. There was no callback and the next call that I receive regarding this is that they sent my file to a collections agency. I have provided the collection agency with a copy of my *** as well as my proof of payment in the amount on my *** and hope that they will close this out but Breg is still not resolving this in their systems. I have been harassed by Breg's billing with multiple calls to collect a balance that I do not owe, been sent multiple past due notices, and been sent to collections falsely. All while being assured that this will be resolved and it was an error with their back office. I have not gotten proper resolution and am now sharing this with any agency and will be publicly reviewing this company everywhere as I am certain that I am not the only one that they are doing this to. These horrible business practices must be addressed and consumers must be notified that they should not allow this company to harass you into paying an amount that you do not owe.

  

  Business Response

  Date: 10/12/2022

  Dear ********

  I was able to locate your account (*******) and have verified that your payment has been processed and your claim is showing paid in full and closed as of 09/30/2022.  I am sending an email to ******************************* to confirm they show your account closed with them also.  Please feel free to reach out to us via this porta or by emailing us at ********************************************* should have any further concerns.

   

  Breg

  Customer Answer

  Date: 10/12/2022

  
  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 be waiting for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************