Complaints
This profile includes complaints for Breg's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 144 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/27/2022
Type: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 daughter received two ********************** braces on January 12, 2022 from a doctor. ********************** sent an invoice for $156 and did not bill our insurance. After several calls where I gave them my insurance information yet continued to receive statements, finally I was forwarded to some kind of billing specialist who took the insurance information again. They finally filed with my insurance, and in April I received an explanation of benefits from my insurance company (attached), showing that the bill was paid in full. I still continued to receive monthly statements.Many hours of my life wasted at this point after several more calls telling them they've been paid, in August I finally asked to speak to a supervisor, demanding that this matter be closed and that they get their act together to associate the insurance payment with my account. I spoke with ***************************, who asked that I call my insurance company to get the transaction ID from them, which I did and provided to her and ******************************* on August 9th. Transaction ID# **********, related to a physical **** that was sent to ********************** on April 19th, payment cleared on May 28th. Despite sending all of this information, I never heard back from ********************** and, earlier this month, I heard from a collections agency trying to collect on the account.I sent all of this information to the collection agency of course.All to say, ********************** should be absolutely ashamed of themselves for their business practices. At best, they are wildly incompetent. If it was just one person, one call, fine, but it was multiple calls, multiple individuals I spoke with over several months to the point that I have to think ********************** dishonestly tries to double bill patients hoping they can get paid twice by people hoping to just be done with a matter. Never in my life have I had an experience like this with a business - this is my first BBB complaint. I want the matter closed and to never have to hear from ********************** ever again. Don't accept braces from **********************!
Business Response
Date: 09/28/2022
Dear ****
Thank you for providing this information to us. I was able to locate your daughter's claim and I am reviewing the details you have provided. I have placed a temporary hold on all collection activity while your account is under review. You will receive a response from us within 14 calendar days or less.
Breg
*********************************************
Customer Answer
Date: 09/28/2022
Hello Breg Billing Escalations team,
I have been told before by many Breg employees to just give them some time to look into things, but I never hear anything back, except the last time when I heard from the collections agency. No offense, but I'll believe it when I see it. And why does it take *********************************************** January? With the 5 day response time limit the BBB asserts, maybe you can speed the investigation up a bit?
-***********************
Business Response
Date: 10/19/2022
Re: Complaint 52200005074
BBB Complaint ID ********
Dear ****,
Thank you for reaching out to us on your account.
After review of your account, I am mailing you out this letter to inform you we have posted your payments to the claim for Livia. The balance on the account is now zero. Thank you.
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 me with any further questions or concerns. We look forward to providing our patients with the customer service that ********************** prides itself on.Customer Answer
Date: 10/20/2022
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 wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
Date:09/09/2022
Type: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 injured and we sought care at **********************. She was ok, it was a minor *********** were given a wrist brace w no charges mentioned. Breg sent an invoice a month later, which i contested w insurance & with Breg. I filed a BBB ********** ****** ceased sending bills. I just received another bill on 8/30/22 addressed to my wife, who wasn't even at the office visit. This company is notorious for wildly overcharging for simple devices such as this ($153 for a $10 wrist brace). This bill is the first in a long ***** ****** don't even have the correct party addressed on it.No one at BBB ever responded to my previous complaints, and I would like this matter resolved immediately, and would appreciate any guidance on how to do so.Thank you *************************** ************ ******************Business Response
Date: 09/19/2022
Hello ****
We would like the opportunity to review your account. Please provide either the full name and date of birth of the patient, or the account number (not the invoice number) on the statement you received. You may provide this information via this portal or by emailing *********************************************.
We look forward to hearing from you.
Breg
Initial Complaint
Date:09/07/2022
Type: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 broke his arm and went to a local childeens facility where he was fitted with an orthopedic cast manufactured by Breg. A few weeks later I received a bill for $42 and paid the bill. A week later I get another bill for over $240. I called and they told me the $42 I paid was for a wheelchair. I told him we never received a wheelchair as he had a broken arm. They refuse to acknowledge that even after I drove to the facility and they pulled medical charts confirming he never got a wheelchair. They refused to apple the $42 to the cast which he actually did have. I cant talk to a supervisor and cant get anywhere with this company.Business Response
Date: 09/15/2022
Hello *****
Can you please provide either the full name and date of birth of the patient or the account number (not the invoice number) listed on the statement you received? You may provide this information back via this portal or by emailing us at *********************************************.
We look forward to hearing from you,
Breg
Initial Complaint
Date:08/30/2022
Type: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.
Needed a boot for a stress fracture. Dr. ******** said the boot did not have a predetermined price, so I was preyed upon for a medical product that I needed; essentially forced to sign a blank check. They billed me for $400 for a boot that probably costs $10 to make.Insurance covered ~40%, so I'm on the hook for money that I don't have. I spoke with customer support about self pay and whether it would reduce the amount owed if insurance was not included. They assured me that this could be explored. This was two months ago, and still no progress has been made. But the bills and phone calls on the balance haven't stopped coming in.Every time I call in to check the status of the self pay request, the first CS specialist I get connected to via phone claims they can't hear me and hangs up on me. This has happened 5 times, its always some girl named Trinity.Additionally, every time I call in, I'm asked to verify my address. I recently moved, and on the first phone call I updated my address. Every subsequent call, I'm asked again to update my address. To which I do, and the specialist claims its up to date. But the next specialist says its not; so I have to update it again and again.I've lost several hours of my time trying to request to self pay for hopefully a smaller balance, because frankly I can't afford to drop ~$220 on a boot that I only wore for 8 weeks. I feel like I was taken advantage of, and with every request to inquire on the balance there was an excuse generated on why I couldn't get an answer on the self pay option.So now, I'm forced to throw this on my already heavy credit card balance, or risk waiting even longer and getting it sent to collections and s******* my credit. Thanks Breg. Don't ever purchase products from this company.Business Response
Date: 09/02/2022
Hello *****
We need more information in order to respond to your complaint. Please provide either your account number or full name and date of birth so that we may locate your account. You may provide this information via this portal or by emailing *********************************************
We look forward to hearing from you,
Breg
Initial Complaint
Date:08/24/2022
Type: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 received a $193.80 bill for a wrist brace that cost $20 at the local store.I didnt request this brace but the doctor gave me one just in case I needed it.I am on a fixed income and can't afford a ****% mark up on something I didn't even need.If Breg would return my calls I would be open to negotiate a payment. But they just keep billing me.Business Response
Date: 09/02/2022
Hello ******
Due to your statement that you cannot afford your balance, I am mailing you a financial hardship application with directions on how to get this back to us. If you have any questions, we may be reached at *********************************************
Breg
Initial Complaint
Date:08/15/2022
Type: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.
Every week I receive mail for someone who does not live at my address (*********************************) and I write 'Return to Sender' or 'Not at This Address' on the envelope and put it in the mailbox. Why do they keep sending mail to this person at my address? I am tired of dealing with this!Business Response
Date: 08/18/2022
Hi *****
I have reviewed your complaint. I have researched to try and find the patient in our system that matches the name you provided with your address. Unfortunately, I have been unable to locate a patient with that information. I apologize that you are getting mail for someone else. I can only offer 2 solutions at this point. You can continue to return to sender as you have been doing - I am unsure what happens when we get returned mail. Or, the next statement you get, I ask that you forward to me directly so that we may investigate further. I know both of these options does not provide you an immediate fix for the issue. If I come up with another alternative, I will be sure to reach out.
Breg
*********************************************
Customer Answer
Date: 08/18/2022
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 wait for the business to perform this action and, if it does, will consider this complaint resolved.My wife actually discovered that the person to whom the mail was addressed lives down the street at ******************, and they said they were going to contact the business to have their address updated. Hopefully they did that and that will stop the mail.
Regards,
***************************
Initial Complaint
Date:08/09/2022
Type: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 am the guardian of a minor, who sprained his thumb, he received a wrist/hand brace from a doctor. the insurance wrote off part of the $250 brace, still leaving $142.00 due, for a small wrist brace, that you have no idea how much it will cost, then you get a ***************** after the return period of the item, and then i have called more than 10 times, been hung up on and assured a supervisor would call me back, they give me the run around on numbers to call and customer service supervisors always seems to be conveniently on lunch (at 3:42 ct) or i get hung up on. no one will talk to me about reducing the cost or what private pay would be. i've been told to call the doctors office that they set the prices and tell Breg what to bill, the doctor says they have no say in what is billed, insurance wants it to just go towards my deductible. but billing $250 for a simple hand brace is ******** and monopolized. i did not have options on what brace, just you will get billed directly, and they expect me to blindly pay whatever they choose. this is not right. when youre injured you need the brace the doctor thinks will help, and as a parent you do what will help your child. i am not opposed to paying for the device, just want it to be reasonably priced.Business Response
Date: 08/10/2022
Dear *******,
Thank you for reaching out to us on your account.
After researching your account, we have billed your insurance, and per the insurance that you chose there is a deductible amount that your insurer is requesting we bill you for the DMEPOS item that you received. Breg did not set the price of the DMEPOS item you received. Your insurance company contract set the price. Please refer to the *** provided to you by your insurance company.
Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect that payer insurance require of their contracted supplier. Purchasing a product in a retail store or online puts the onus on the customer to determine whether or not the product fits properly, is being used correctly, or is appropriate for the injury or condition that the product is intended to treat.
I ask that you please call ************ to set up payment arrangements for the balance that is due in the amount of $142. You may also utilize the online payment portal at https://bregbillpay.ixt.com.
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.
Sincerely,Breg
Customer Answer
Date: 08/11/2022
the insurance company confirmed, that the brace was billed at higher than the contacted price, they informed me they do not set the price, Breg does, that it is illegal for the insurance company to set vendor prices. Breg also told me on a call that the doctor set the price, which I called them, they said no we have no control over the price. Breg seems to be blaming everyone else, and billing a much higher rate than what is acceptable or reasonable. And will not give me the price of what private pay would be, just keeps hanging up on me.Business Response
Date: 08/18/2022
Hi *******
The price is set my the contract between Breg and your insurance company. Once your insurance is billed, we are unable to offer you the time-of-service or self-pay amount. As your insurance company explained to you, there is a negotiated rate - the contract amount. As you had not met your deductible at the time of service, your insurance company applied the contracted amount to your deductible. As the balance on your account is due to a deductible amount, Breg is contractually not able to offer any discounts on the balance due.I understand this is not the answer you are hoping for. If there was anything we could do, I would have offered.
If you would like to reach out to me directly, my email is below.
Breg
*********************************************
Initial Complaint
Date:07/27/2022
Type: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 had 2 surgeries, on 12/15/2021 and 12/26/2021. My ex and I had an agreement to each pay half of all bills and all providers were given this information. I signed paperwork for 12/15/2021 surgery and she signed for 12/26/2021 surgery. All medical providers complied with billing half to me and half to my ex. But BREG did not. I called them at least 5 separate times since the surgery, and recorded date/time for the last 3: 5/18/2022 at 4:18pm, 6/6/2022 at 10:25am and 7/27/2022 at 2:04pm. Each time I called, I let them know I paid the first surgery of $26 and my ex was to pay the 2nd **** of $25.13. On 5/18/2022 and 6/6//2022 I provided my ex's address and phone number and asked that for that **** she be made guarantor. I was told the file was updated both time and that I would not receive any more calls or bills. But I received another **** on 6/20/2022. When I called again on 7/27/2022 I was informed that they had sent it to collections. I asked to speak to a supervisor and was told I'd have to wait ***** hrs to get a call back. They are in violation of the ***** falsely reporting a debt that is not mine. There is nothing from the 2nd surgery that has my signature as the guarantor and I have told them at least 4 times over a 6 month period that they need to send the **** to my ex and to provide me proof that shows me as the guarantor. They are predatory, and if this shows up on any of my credit reports I will file a FCRA complaint and ask for the maximum in damages.Business Response
Date: 08/04/2022
Hello ****-
Breg needs more information in order to find your son's account. Can you please provide either his full name and date of birth, or the account number (not the invoice number) found on your statement. You can supply this information via this portal or by emailing *********************************************.
As soon as I receive this information I will look into the issue.
Thanks!
***************************
Director, Billing Quality
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