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 inc.

  PO Box 3475 Toledo, OH 43607-0475

• 

  Breg

  PO Box 95080 Albuquerque, NM 87199-5080

• 

  Breg

  5931 Jefferson St NE Ste B Albuquerque, NM 87109-3408

• 

  Breg

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

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:04/15/2024

  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.

  In late February, 2024, I received a bill from Breg, **** in the amount of $14.92. This was my portion of payment for a cervical collar. I paid the bill, with a check dated 3/4/24. The check, #**** from my Chase checking account, was processed on 3/13/24. I have an image from my bank showing the transaction date on the back of the check. Near the end of March, I received a second billing from Breg, **** for the exact amount and the same product for which I had already paid them. The invoice numbers (see attachments) on the two bills match, so the second bill is definitively for the same product I had already paid for. I contacted Breg, **** by telephone and spoke with ***********************************. She advised me to send her images of the canceled check. I did that, along with this email text:Hello *******,Re: Account #*******; Invoice #******** Please see the attached. As per our phone conversation, I am forwarding images of the cancelled check from my bank. This invoice has already been paid.Thank you,*************************** I could provide greater detail, but after sending more emails and making multiple phone calls to Breg, ****, their website payment portal still shows that I owe them $14.92. A supervsor (named *****) told me that the company had suffered a confidential information security breach which included my account. She blamed the delay in processing my account on this security breach. I am tired of attempting to resolve this issue with them and fear that Breg, **** may wind up charging me a late fee and/or damaging my credit. I respectfully request the assistance of the BBB in resolving this issue. Attached are supporting document.Thank you,***************************

  

  Business Response

  Date: 04/16/2024

  Thank you for reaching out to us on this matter. As ***** mentioned, due to the Change Healthcare breach that occurred in late February we were forced to make some changes to our payment posting processes in order to protect our patients. Unfortunately, there have been some issues in this new process that have resulted in delays in payment postings. We are actively working to get through the backlog of payments to get them appropriately applied to the correct accounts. Since the issue lies with Breg, we are not sending any accounts to the collection agency until the backlog is resolved. Also, Breg never charges late fees. I apologize for the frustration and concerns this delay is causing you. Please know we will have the payment applied as soon as possible. If you receive any more statements on this matter, please disregard them. Should you have any more concerns or questions you may reach out to us directly at ********************************************** Thank you, and again, I apologize for the frustrations. 

  Customer Answer

  Date: 04/16/2024

   It is very nice that Breg, **** responded to the communication from the BBB in a very timely manner. However, this does not resolve the issue at all. There is still a "dangling" bill for $14.95, something I've already paid. I would like Breg, **** to email me a communication indicating that I have a zero ($0) balance due on my account.

  Thank you,

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

  

  Business Response

  Date: 04/16/2024

  I am happy to email you the $0 balance once we have the payment applied. Please email us at ********************************************* with your email and account number so I am able to keep it for reference for when the issue is resolved. Thank you!

  Customer Answer

  Date: 04/17/2024

   Breg, **** is running the BBB around in circles just like they've done with me. I have previously supplied them with ALL the information that they are AGAIN requesting. Below, please see the text of my email to them, weeks ago:
  
  Hello *******,
  
  Re: Account #*******; Invoice #********
  
  Please see the attached. As per our phone conversation, I am forwarding images of the cancelled check from my bank. This invoice has already been paid.
  
  Thank you,
  
  ***************************
  *************************** <********************> Mon, Apr 1, 7:26?AM
  
  to *******.********

   

  I cannot understand why they can't assign someone to pull the invoice and resolve this matter. There is no excuse for not doing that.

  Here are the account and invoice numbers:

  Account #*******; Invoice #********

  My email address is ********************

  Thank you for your continued assistance.

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

• Initial Complaint

  Date:04/12/2024

  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.

  I received a Breg wrist brace from a local urgent care on 1/22/24. In February, I was billed $174.49, and had to mail a check payment because Bregs online portal was not accepting payments. The check payment cleared my account on 3/1/2024 but I received another, identical bill. I called their customer service line ************ and emailed copies of the cleared check to the rep helping me. She acknowledged receipt of my email and indicated that another department handles check payments and that she would forward payment evidence. After 3 weeks my account was still showing a balance due so I called back and got the same story, that evidence of my payment was sent to their accounting department. I called a third time because I received yet another, identical bill, and was given the same story. I asked if I could speak to the accounting department directly and was told no, its a back office function and I had to keep going through this call center.

  

  Business Response

  Date: 04/12/2024

  Thank you for reaching out to us. Due to the Change Healthcare outage that occurred in late February, we were forced to make business changes that have affected our payment posting processes. We are actively working to resolve the issue and get all payments applied to accounts. This may take us another month or so to get fully caught up. We appreciate your understanding during this time. Please be reassured that no late fees are assessed and no accounts are going to be referred to collections at this time due to our issues. You may receive additional invoices while we work through the backlog of payments, but since you have confirmation the account has been paid, please just ignore the statements. Again, I apologize for any inconvenience or frustration this is causing you, and appreciate your understanding while we work to correct the payment postings. 

  Customer Answer

  Date: 04/12/2024

  I appreciate the additional information provided however, until I know for certain that my payment has been successfully posted, I will consider this an open and unresolved issue. 

  

  Business Response

  Date: 04/15/2024

  I understand. We are actively working on this problem and hope to have a resolution in the next 7-14 days. 

  Customer Answer

  Date: 04/16/2024

  Your response is greatly appreciated. I look forward to seeing this resolved in the next 7-14 days as indicated. 

• Initial Complaint

  Date:02/29/2024

  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've been trying to pay my Breg statement since I received the bill a month ago. The phone number and email address on the bill do not work. (********************************************* and ************). The website won't load and the phone number disconnects you after saying they are having technical difficulties. I also received a text from them on 2/13 with a different phone number to call which also doesn't work. I'm fearful this is fraudulent billing and will be calling my insurance company to file a fraud complaint unless this is resolved.

  

  Business Response

  Date: 03/01/2024

  Due to a national service outage across ******************************** Healthcare, we're currently facing challenges with our patient payment portal and other billing services. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We apologize for any inconvenience this may cause.

  Payment can be made through the alternate payment solution at the address: ****************************************************

  Breg is not affiliated with DOXO. However, we have set up a pathway to receive and post payments through this common bill pay service.

  If you choose to make a payment through DOXO for your balance due, please save a copy of your receipt for future reference. DOXO DOES charge a fee to use their platform for payment. The fee is not imposed by Breg and Breg does not receive this fee. Usage of this service and acceptance of this fee is at your discretion.

  You can also pay your bill directly with no fees by sending a check and the bottom portion of your invoice to the physical address. Please address the envelope and check to Breg:

  PO Box 844628

  ******, ** 75284-4628

   

• Initial Complaint

  Date:02/23/2024

  Type:Delivery 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.

  Received an invoice from Breg for $10.12 for a ****** that I received for my orthopedic surgery from my hospital. The surgery was last year in March and I received the ****** on March 13, 2023. The invoice was dated 2/11/2024 # ********. I tried to reach Breg via the phone number and the "pay online" web address on the invoice and neither of them work. The web address cannot connect and the phone number does not work due to "technical problems. I believe that my insurance already had paid for the ******. I believe this invoice was sent to me by mistake and needs to be corrected.

  

  Business Response

  Date: 02/26/2024

  Thank you for reaching out to us. I would be happy to look into the account for you to verify if the invoice is correct or not. Please provide the patient's full name and date of birth or the account number located on the invoice. This can be submitted via this BBB portal or directly to us at ********************************************* Please note- Due to a national service outage across ******************************** Healthcare,were currently facing challenges with our patient payment portal and other billing services. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We will not be assessing any late fees or penalties at this time due to the outage. 

  Customer Answer

  Date: 02/26/2024

   I have emailed the company as suggested and informed them of the account number.  Here is the account number in question;  ******. 

  

  Business Response

  Date: 02/27/2024

  The following was emailed directly to the patient:

  Thank you for sending over the information. I was able to locate the account and verified your insurance was billed for the product and the balance is due to your co-insurance. This is the amount your insurance deemed was your responsibility. As I noted in your BBB complaint, due to a national service outage across ******************************** Healthcare, were currently facing challenges with our patient payment portal and call center lines. We are monitoring the vendor updates closely to bring our systems back online when it is safe to do so. We will not be assessing any late fees or penalties at this time due to the outage. Please check back next week to see if the portal is operational again. Thank you and please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:02/19/2024

  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.

  My son went to the urgent care in July of 2022. We received a brace. We were not made aware of the cost of the brace. The brace broke 3 weeks after we got it so i had to buy a replacement off amazon which was about $40. I received an invoice in the mail from Breg in January of 2024, which is 1.5 years afterwards. Never received anything prior in the mail. I told them about how it broke and that this was for 1.5 years ago and this is the first im hearing of it. They said in January of 2024 the insurance denied the claim and im like probably because we have changed insurance companies 2 times since the end of 2022. I told them i would pay the $40 which is what the brace is worth and not the $153.37 they sent me an invoice for. I requested to speak to manager or supervisor and they told me they have no one in and that they would pass the info and the manager would call me back in 48 hours. I never received a call back. Then i got another automated phone call about by balance and a text as well. I called back stating that i never received the call from manager and requested to speak to one. They again told me there was no manager in today and would have one call me within 48 hours again. Still never received a call from the manager with 2 requests that i have made. I got another text today about by ****. I just called again and again there is no manager in today that can speak with me.

  

  Business Response

  Date: 02/20/2024

  Thank you for reaching out to us on this issue. I would like to look into your son's account and see what has transpired and how we may be able to resolve this situation. Please provide his full name and date of birth or the account number located on the invoice. This information can be provided via this BBB portal or emailed to us directly at ********************************************** Thank you.

  Customer Answer

  Date: 02/20/2024

  Here is the account number #******* that they requested

  

  Business Response

  Date: 02/23/2024

  Thank you for the information. I had the team look into the account and we found that per the *** from your insurance DME is a non-covered charge on your plan. Due to this the insurance applied the full amount to patient responsibility. The delay in billing was due to a delay in processing on the insurance side to provide the adjudication of the claim. Since we are contracted with the payer, even though the services are non-covered, we are not able to offer any discounts on the charges. We can however set up a payment plan for you. If you would like this option please call ************, and the team will be happy to assist. Online payment portal can be found at ********************************************* should you chose to submit the payment in full without a payment plan. Please note, at this time our phone center and online portal are experiencing significant technical difficulties that have caused them to be temporarily offline. I would recommend waiting to call or try to submit payment until next week. Due to the issues being on our end, not late fees or any additional negative reporting will be assessed on any patient balances.

  Customer Answer

  Date: 02/23/2024

  if its not a covered service by insurance then how can you charge me a insurance price. If its denied then this would be a self pay claim and this brace isnt no where near $153 you are trying to charge me. The brace can be bought on amazon for $40. That is what i will pay

• Initial Complaint

  Date:02/19/2024

  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.

  My husband had surgery in May 2023 where they put a Breg leg brace on him in the operating room. A few months later we received a bill for $268 from Breg stating that they had billed our insurance and we owed the remaining balance. *The same brace through Amazon is $120! We called our insurance and was told that Breg had not filed a claim nor do we owe as the leg brace would be fully covered. We next called Breg and asked them to file a claim with the insurance and verified that they had the correct information. A few months later we received another bill from Breg for the same amount. Again, we called our insurance who assured us that Breg still had not filed a claim. Our insurance then called Breg with us on the phone & walked them through on how to file a claim & told them if they filed the claim it would be paid. Fast forward to December 2023, we get a letter in the mail from a collections agency for the Breg leg brace that has still not been submitted to our insurance. We call Breg again asking them to please submit a claim to our insurance as we have asked multiple times and once again verified that they had the correct insurance information. We called our insurance again the beginning of February **** to verify that Breg had submitted a claim and they still had not. As the collections date was a few days away we had to have our insurance call Breg again and demand that they file a claim and to stop the collections for the leg brace that they have refused to file a claim for. I don't understand how a company can be so terrible to their customers by refusing to do their job & continue to get hospital contracts. *They have a 1 star rating with the BBB with all the same complaints. We did not have an option to chose who the leg brace was from. This all could have been resolved if Breg would have filed the claim after any of over 10 calls to them. Sending people to collections is extreme and you have to wonder how many people have just paid out of fear.

  

  Business Response

  Date: 02/19/2024

  I would like to look into this for you so we can get this resolved quickly. Please provide the patient's full name and date of birth or the account number from the invoices. This can either be provided through this BBB portal or emailed to us directly at ********************************************** Thank you.

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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 6 November 2023 I had a surgery that included, withoutout my consent or prior permission, the use of a Breg orthopedic device - one set of crutches and one knee brace. I have already paid the hosptial bill in full but am now being charged a highly inflated price for the two products that I could have easily self supplied at a much lower cost, even for the exact same brand and model. I have attempted to contact Breg to settle with them an amount that is more in line with their retail costs that are available online, but they continue to demand the inflated cost that they have charged me. I would like my bill reduced by no less than 50% to reflec the reasonable cost associated with these products.

  

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to us. I have look into your account and found that your spouse signed on your behalf for the products supplied and in doing so accepted financial responsibility for the products. The items provided were used by your doctor to protect the surgery performed and assist in your healing. The amounts you are being billed for are our time of service discount pricing and the lowest price we can offer. Breg does not sell our items direct to patients online. If you are finding them online they are being sold by another provider against Breg's policies. We will not be able to discount your bill any further. 

  Customer Answer

  Date: 02/08/2024

  the fact remains that Breg is charging far more for a simple product than can easily be obtained elsewhere. I was never provided with a price prior to service or before accepting their product. I am now being hit with a bill that far exceeds reasonable costs. I will not be paying this bill and will continue to fight this charge to the fullest. 

  

  Business Response

  Date: 02/08/2024

  The product pricing is provided on the back of the copy of the claim form provided. You are within your right to object to paying for the bill, however, please understand the account will be turned over to the collection agency if not addressed. We're sorry you are not pleased with this outcome but we can offer payment plans to help with the account. If this is a desire you would like to explore please contact us at ************. 

  Customer Answer

  Date: 02/09/2024

  you still havent addressed the matter of you not disclosing the cost prior to issuing your highly inflated product. I do not accept your price and never would have had it been provided. I in fact had purchased my own brace and crutches  in preparation for the surgery and did not desire to use the ones you provided. 

• Initial Complaint

  Date:01/27/2024

  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.

  These people keep calling and calling and calling over $18. For something that I got after a surgery that has put me out of work. I'm feeling very harassed while out of work on FMLA recovering from the surgery they are harassing me over. If they want paid leave me alone till im back at work.

  

  Business Response

  Date: 01/29/2024

  I am sorry to hear of the hardship you are experiencing. As we have no way of knowing what your personal situation is there was no way to place your account on hold. If you would like to apply for financial hardship please email us directly at ********************************************* and we will be happy to send you the application. I can place your account on a 30 day hold to stop the calls but once the 30 days is up the calls will resume. Please let me know which (or both) way you would like to proceed. Thank you!

• Initial Complaint

  Date:01/17/2024

  Type:Order 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.

  They keep harassing me and it's not my account and they keep sending emails and text messages and it's NOT MY ACCOUNT

  

  Business Response

  Date: 01/18/2024

  I apologize that you are being reached out to for an account that isn't something you are responsible for. Can you provide me the phone number the calls and texts are being received on so I can find the account the number is associated with and have the number removed? Thank you! 

  Customer Answer

  Date: 01/22/2024

  I can't send you anything cos they call me and it says that breg is trying to get ahold of me and the text messages I delete them!! They keep saying that I owe them money but it's not my account and it stopped for about 3 months and now it's starting again and I have called my health insurance company and they said that I don't have any breg on my account!! Every time I try to tell them that's it's not my account and the messed up thing is that customers can't order anything from them buy they r bothering a customer it has to come from the pharmacy with a written order from the doctor!! So u tell me why do they keep harassing a customer! 
  
  Thanks again 
  *********************;

  

  Business Response

  Date: 01/25/2024

  Hello!  My apologies for the delay.  It took a minute to track down the account associated with your complaint.

  We have identified the issue and will correct this error. I have escalated this concern to our Billing Quality Team.  

  Once they have confirmed this matter is resolved, I will notify you at the email address you've provided to the BBB.

  Thank you for your patience.

  Customer Answer

  Date: 01/25/2024

  they need to stop harassing me cos first of all,  u can't order anything from them as a customer! Ur doctor has to write a prescription in order to get something from them but yet they keep harassing me! I'm not happy with them !!

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 received two text messages from two different numbers saying that I have a bill 1/10/2024. From the information provided, it appears to be a scam and I will not clink on any links or call any telephone numbers a random company sends me especially after reading online. The number I was given does appear to be attached to the listed company. I have not done business with this company, nor have I received a mailed bill with any explanation. I would like to know why I am being contacted.

  

  Business Response

  Date: 01/11/2024

  Thank you for reaching out to us. Breg provides DME devices both directly to patients and through their doctors in offices and hospital settings. It is possible you or a family member received a product recently (examples: wrist, knee, ankle or back brace; crutches; cold therapy device). If you will provide us you number that the text messages are being sent to, I can try to look up the account. If for any reason the account does not belong to you (or someone you are financially responsible for) we will immediately have the number removed.