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:10/23/2023
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.
Invoice ******* My daughter sprained her ankle, went to a ****************** and was provided a brace. We received an invoice from Breg for $44. Knowing we had met our deductible I called to see what happened. They said I didnt have insurance attached and said to disregard my bill and they would run it through insurance. Next I get a bill from them for $120. When I called they said the first amount was self pay and the second is because it went through insurance. I asked for it to be put back to self pay and they refused. First, why would they charge insurance companies almost 3 times what they would provide a private person but second why would they charge me 3 times the original cost. I will gladly pay the $44 to close the invoice.
Business Response
Date: 11/06/2023
So sorry for the delay in responding to this. I have had your account reverted back to self pay. You should be receiving an updated statement in the next few weeks.Initial Complaint
Date:09/28/2023
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.
On July 21, 2023, I went to urgent care for a cut near my thumb, where I received liquid stitches. I was given a hand brace that I did not know I could refuse or that I could return. I received a bill for $166.19 as my portion. The brace total charge was $300. I found the same brace on Amazon for $46.00.I called BREG and asked if I could turn the brace and they informed me that I had missed the 30-day return policy. I did not know there was a policy until they emailed me the paperwork I signed. When leaving the facility I signed where they told me to sign as I was in pain. I just now found the paperwork in the empty box they gave me when I left urgent care. Nothing was explained to me about a charge or return. BREG was VERY uncooperative and refused to take the brace I did not need or use. How can they charge $300 for the same thing they sell on Amazon for $46.00? How can they refuse to take it back unused and in the box? This is corruption at the expense of patience not knowing there was going to be a charge and then not being allowed to return. I see from complaints that I am not the only one who this has happened to. I want to return the brace, unused and in the box but they just want to rob me for $166.19. Noone should do business with this evil company.Business Response
Date: 09/29/2023
Thank you for reaching out to us regarding your account.
Your account has been reviewed. Your insurance has been billed and your insurance has applied the amount due to your deductible/coinsurance/copay. Your insurer requests we bill you for the item(s) that you received for the deductible/coinsurance/copay amount. Please refer to the *** provided to you by your insurance company for review.
Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires 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.As to the return window, I apologize this was not verbalized to you. However, as you stated, it was in the paperwork you received at the time of service and we are unable to accept the product back since we are outside of the return window. Please call ************ to set up payment arrangements, including any payment plan you may require.
You are welcome to contact us at any time with additional questions or concerns. Our goal is to provide support at every step.
Initial Complaint
Date:09/08/2023
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.
On 07/12/23 I went to the emergency because I thought I broke my hand and I received the treatment plus I got a Brace splint, 2 months later I got a bill from a company that not even put any information in the bill for $183 then later for $300. when I called the # from the invoice, they said is for the urgent care brace the doctor provide the insurance didnt covered becaue they never sent a prior authorization and thats why I have to pay now not $183 , the full amount of $300 for a brace that cost $15 in any store . It's abusive the that company is charing $300 for something I didnt even know that I have to pay and I don't get any assistance from them because they don't even know why.Business Response
Date: 09/11/2023
Thank you for reaching out to us about your account. I had it investigated and it was determined that as part of your insurance coverage policy you are required to obtain a referral from your PCP for all DME products. Because this was not done, the insurance applied the entire balance as patient responsibility. Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires 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.Customer Answer
Date: 09/11/2023
if I went to the urgent care for a pain in my wrist whoever send the information to the insurance didnt process the request correctly - how my PCP can request something prior if I had an emergency after hours ? You guys knew that - the patient doesnt know and nobody inform me anything - if the urgent care says to me : that a hand wrist piece of value of $300 wont be cover for the insurance who in their normal sense will accept it ?? And why you guys keep sending me 2 different bills to pay and the excuse not even trying to work out with the patient .Business Response
Date: 09/12/2023
You will need to speak with your insurance company about the specifics of your policy and the referral requirements.Initial Complaint
Date:09/06/2023
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 keep receiving calls and emails stating I have a balance on my account but I have no idea who this company is or what services it providesBusiness Response
Date: 09/07/2023
Hello-
Thank you for reaching out. Our company is Breg and we provide orthopedic and Durable Medical Equipment for post injury and/or surgery. You may have received a brace, crutches, or something similar from a doctor or hospital you recently visited. We are a third party that bills for those items. If you or a family member was seen I can look up your account and tell you exactly what was provided. I would need the patient's full name and date of birth, or the account number on the statement you should have received. You can provide those to us directly at ********************************************* or through this BBB portal. Thanks!
Customer Answer
Date: 09/07/2023
neither I nor any family member has had any orthopedic problems that warranted any equipment from your company. If you can send the dates of this supposed service I can definitely make sure it wasnt us. Also who was the supposed provider?Business Response
Date: 09/07/2023
I would need to know the name of the person the team is trying to reach along with their date of birth to be able to find the information for you.Customer Answer
Date: 09/08/2023
The emails and voicemails never included a name. It just says I/someone has a balance.Initial Complaint
Date:09/05/2023
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.
On 08/09/2023, my daughter was seen at NGPG Orthopedics and Sports Medicine for a knee injury. During this visit the provider saw fit that my daughter wear a knee brace to assist with the recovery of an injury. I was not given an option to purchase my own brace, and was advised that the brace would be billed to my insurance. I was never advised that the brace was billed separately through a third party company. On 09/02/2023m I received a bill from a company called Breg Inc, indicating that I owed ****** for a knee brace that was billed in the amount of ******. I pulled up my insurance claims and see where Breg billed separately two prosthetic devices one for ****** and one for ******. My insurance provider could only tell me that when speaking with Breg that it was billed correctly to insurance because of the brace and the internal component in the brace. Mind you, this is one brace that slides on the knee and ******'s together. I do not see billing separately for this. Additionally, this brace on the manufacturers website costs ***** and off of Amazon *****. Billing a patient triple the cost should not be legal or acceptable. I do not intend on paying this ridiculous bill unless it is revised to reflect accurately the brace cost.Business Response
Date: 09/06/2023
Thank you for reaching out. The account was reviewed and your insurance has been billed. They applied the amount due to your deductible. The additional line item charge is for the extension device already applied to the brace. These items are billed separately as not all braces require the extension panels. This is determined by your treating provider. Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires 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. Should you have any more questions or concerns feel free to email us directly at *********************************************.Customer Answer
Date: 09/08/2023
Please be advised there was not any additional parts added to this brace, as I watched them take it out of its packaging. Furthermore, charging the price you have inflating it by over triple the cost is terrible business! Your company should be ashamed for treating patients like this. I will not be paying this insane amount for this brace.Business Response
Date: 09/11/2023
There is an additional buttress inside the brace that comes installed but is not part of the base coding for the brace itself. Your insurance applied the full amount toward your deductible and therefore, you are responsible for this amount.Initial Complaint
Date:08/11/2023
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 son was treated by a local doctor in December of 2021. Today, August of 2023, I received a bill in the mail for $250. There is a vague description of the service or product provided (an orthopedic product). If this is a wrist brace, I could buy one for $13 at the drug store. There is no insight into the nature of the billing nor why it took so long to "send the bill." I can only concur that there would be a massive complaint filed for charging $250 for a $13 brace, and little wonder why insurance would reject paying such a price. In fact, it says in the statement that insurance has denied coverage, and thus I am responsible for -- well, for whatever BREG supposedly provided (generic reference to device). It is not the amount of the bill that bothers me. It is the delay in billing, the demand that the bill be paid "upon receipt," and the complete disregard for transparency and clarity in billing. Honestly, who knows? It's been almost two years since the service was "rendered." This is exceedingly unprofessional, completely at odds with normal billing practices and just an odd way to "do business." I will pay the bill. Honestly, what options do I, or any consumer, really have? So, my recourse is to file a complaint with the BBB, to warn other consumers -- ask your physician who is providing the services, devices and other products they might be "prescribing" -- and if BREG is mentioned, I would suggest -- say no thank you.Business Response
Date: 08/14/2023
Thank you for reaching out. This is certainly an unusual length of time between date of service and billing. Please allow me some time to investigate this concern and I will notify you of our findings as soon as possible. Thank you!Customer Answer
Date: 08/14/2023
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:08/07/2023
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.
On November 15th, 2022, I was in a car accident. This bill is resulting from this accident. I have spoken to this company and received numerous letters in regard to the bill. I advised them that I have an attorney and that my attorney would need to be contacted in regard to any bills. I was told it doesn't matter if I have an attorney or not, they will not stop billing me. Their representatives have refused to stop the harassing phone calls-and even have suggested I pay the bill and get reimbursed. My attorney has called them and advised them that they need to call him and that I am being represented by an attorney. They have contacted me more than what is allowed by the ***** by phone and mailings, and I consider this harassment. The bill was partially paid by my own medical insurance company and should have not been as I was not at fault for this accident and have been in recovery since that time. They have contacted my spouse and call from multiple numbers making it impossible to stop any calls from coming. I was told that they have to continue to mail letters to me because its against the law for them not to notify me . I even offered up my attorney information again and they said they wouldnt be able to reach him so they need to contact me since it was my bill .Business Response
Date: 08/17/2023
******************-
I have reviewed your claim and found we issued a refund to your medical insurance on 3/5/23 for the portion they had paid, and we sent all documents requested by your attorney along with the outstanding balance on 6/21/23. We are unable to bill your attorney directly as this bill is your responsibility. We have been working with the requests your attorney has sent,but to date have not received any payment. What I have done is placed your account on a 90 day hold- the longest we can do- to keep you from receiving calls, texts, or invoices during this time. If your legal claim is not closed by this point, please have your lawyer contact us directly to extend the hold. The best way to reach us is by email at ********************************************** If there is anything further I can assist with please let me know. Thank you.Initial Complaint
Date:08/02/2023
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 spoke with **** about over paying my April balance due of $46.60. I now have a credit balance of $46.60 which has not been refund back to my bank account. My first conversation about a refund took place on 8 May 2023. I spoke with ******** and she stated that the payment had not cleared. Second conversation was with **** on the 22 May 2023 , they were checking on the status of the refund. my third conversation was with **** on 12 June 2023, he stated that a refund was not requested, but he would call me back after further investigation. I never received a call back from BREG. I have copies of ALL transactions, statement and bank records showing they deposited the payments and zero evidence of them refunding my over payment. I would like my over payment of $46.60 refunded and credited back into my back account as the previously stated?Business Response
Date: 08/08/2023
I apologize for the delay. I have received confirmation that the refund has been initiated. Since we didn't have your credit card on file, we have to issue the refund by check. The check will be cut and mailed by next Friday. Should you not receive in the mail within 2 weeks from next Friday please reach back out so I can follow up.Initial Complaint
Date:07/14/2023
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 sprained her wrist on 8/03/2020. She received an x-ray and a brace from our local urgent care facility. BREG sent us a bill in the amount of $157.10 2 1/2 years later on 5/04/2023! When contacting their customer representatives, they were very unprofessional and not willing to discuss this bill or the reasons why it took over 2 years to send it. The invoice for this is *******. They billed our insurance 2 1/2 years later as well and Im very surprised they paid their portion, but they did. I went ahead and paid our portion as well but will be looking into this further to see if they have double-billed both of us (if I can go back 2 1/2 years with insurance and with my hsa account).Business Response
Date: 07/19/2023
Hi *******,
Thank you for reaching out. This is definitely an unusual length of time between date of service and billing. Please allow me some time to investigate this concern and I will notify you of our findings as soon as possible. Thank you!
Customer Answer
Date: 07/19/2023
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:06/19/2023
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.
I was seen in the hospital on 1/7/23. One of Bregs wrist splints was applied to me while in the waiting room. I never took it home and it was left at the hospital when I was discharged, having gotten a fiberglass splint instead. I received a bill for the wrist splint. I called to let them know I never took it home, therefore shouldn't be receiving a bill. They agreed with this and told me not to worry. However, now it is **** and I'm continuing to get bills mailed to me. I've called them once about this issue, to be sure what they told me previous was true, and it was. They said to disregard the bill and no more should come. They have not stopped sending them and this is what I would like help with. I fear it's an automatated system and will be sent to collections for not paying if it goes on much longer.Business Response
Date: 06/20/2023
****** thank you for reaching out. My apologies for the delay in cancelling your claim!
Our billing system shows the claim cancellation was requested in March 13, 2023. However, there appears to have been a delay in processing this request. Your claim has been voided and billing was cancelled effective June 14, 2023. This account was not transferred to a collection agency at any time. Breg ******* Services has closed this claim.
Thank you for your patience and I sincerely apologize for the inconvenience.
~Breg
Customer Answer
Date: 06/20/2023
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,
***************************
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