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:06/14/2023
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 issue is that this company sent me a collections notification via text without sending me a bill. I called their customer service line and they confirmed that a bill was never sent. Not only that, this company allows urgent cares (and the like) to hold onto their product and then sell it at a massive markup. So not only do they not provide documentation stating that the product will not be billed through the urgent care or insurance, they dont even send you a bill and instead try to throw you into collections in order to start obtaining more money for an item thats already overpriced I spoke to a woman and am going to pay the bill, but BBB should work to force this company to provide documentation with EVERY SINGLE SALE that states, this product is owned by BREG and is not billed through insurance or medical centers. YOU WILL BE BILLED AT A LATER DATE. This little bit of info would correct 100% of complaints and stop their abusive use of collections.
Business Response
Date: 06/15/2023
Hello *****,
Thank you for reaching out. I have reviewed your claim and I do not see any ***************** involvement in your account.
********************** ******* Services is currently attempting to bill and obtain payment for the product you received. I apologize if there has been a missed step in the billing process. You should have received a Breg ******* Invoice indicating that your insurance has been billed and what, if any remaining amount is the patients financial responsibility. I will have a ******* Specialist review your account to determine why you did not receive a Breg ******* Invoice.
Breg is committed to providing our customers with high quality and service. This is why we disclose Bregs billing information on the Breg ******* Services Patient Receipt you signed when the device was issued. This patient signature page has a section titled Patient Consent and Assignment of Benefits that authorizes Breg ******* Services to furnish the service/product and to provide your insurance information requested for payment. It also explains that the service/supplies may be provided and/or billed through any of the Bregs family of companies including Breg Inc and certain other Breg Affiliates.
As soon as I have more information on your ******* Invoice, I will reach out to you. I apologize for this inconvenience. If you need anything, please feel free to email us directly at *********************************************
BregCustomer Answer
Date: 06/15/2023
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:05/22/2023
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.
BREG charged $300 for a child's wrist brace when my son fractured his wrist this March. We went to his doctor at Swedish Pediatrics who x-rayed/diagnosed and provided the brace. We got the bill and it was for $300. Our insurance paid $136.30. Now we owe $163.70 for a $12 item (found one at Amazon for that price). BREG says they don't set the price and will not change the bill to something reasonable.Business Response
Date: 05/30/2023
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 $163.70. You may also utilize the online payment portal at *********************************************.
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
Initial Complaint
Date:05/05/2023
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.
Proposed Transaction - 12-8-2022; St. ******* Hospital, *************, **; Neck Surgery; Neck Brace supplied during hospitalization. Statements from BREGG starting 12/17/22 thru 3/20/23 to date; Balance Due ******. The statement DID NOT SPECIFY WHAT SERVICE WAS FOR, "GENERALLY" REFERRED TO SOME TYPE OF ORTHOPEDIC EQUIPMENT. NO INSURANCE HAD BEEN FILED.March 14, 2023: 1. medical insurance has been filed, paid and benefit statements received with notice of paid in full or my/patient's responsibility by this date. 2. i contacted St. ******* **************************** for Physician and Hospital and was told "durable medical equipment" would be covered by my insurance and co-insurance and would have been filed by hospital and paid. They could not confirm that BREGG was a company they did business with. 3. I contacted my insurance and was told no payments had been filed by BREGG but "durable medical equipment" was probably paid with other hospital payments. 4. I CALLED BREGG AT 3/55pm ON 3-14-23 AND TALKED TO ****** WHO ASKED FOR MY PERSONAL INFORMATION INCLUDING SOCIAL SECURITY AND INSURANCE. I REFUSED. TO GIVE MY PERSONAL INFORMATION. She was angry that I would not give personal information and would not confirm what specific orthopedic equipment I was being billed for. ****** would not confirm if they had filed insurance or not. ****** SAID IF I DID NOT PAY SHE WOULD TURN IT OVER TO COLLECTIONS. 5. I wrote a letter to BREGG asking for specific information, what specifically I was billed for and confirmation and date that insurance had been filed. I stated that I would gladly pay the bill when insurance confirmed I owed it. May 6, 2023, i received a call from ***** and ***************** ***************** and talked to ******* who said because of HIPPA rules she could not tell me what the debt was for and I had no recourse but to pay them; not to talk to BREGG again since it had been turned over to collection.Business Response
Date: 05/15/2023
Hello ************;
Can you please provide your account number (not the invoice number) from your statement or your DOB so that we can locate your account? You may provide this information via this portal or by emailing ** directly at *********************************************. If you choose to email **, please include the BBB complaint number in your correspondence.
Breg
Initial Complaint
Date:05/04/2023
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.
10/21/2022 Received a mid-calf walking boot from a medical provider. This walking boot was too big and did not support or foot, ankle properly. The boot was not used. 12/14/2022 Received a bill from Breg Inc for $200.77 - Reached out to Breg via their website's "Contact Us: Email" feature and did not receive a response. December 2022 - May 2023 I reached out to Breg several times over the last 6 months trying to return the boot to them. I submitted several emails through their website and also called several times. Each time I was informed someone would give me a call back to initiate the return process - I never received that call back until Feb 8th, 2023 - During that call I spoke with ***** who stated she was a supervisor in the billing ***** She said she would need 24 - 48 hours for the returns department to issue a return label and she would call me back to confirm I received it and go over the return process. A return label was never issued and a callback was never completed.5/3/2023 - I received a notice that my past due account was now in collections. I reached out to Breg Inc AGAIN and was provided with a phone number to call or text *** a supervisor in the customer service ***** *** stated she has no records that I have ever contacted Breg Inc. and asked me to provide her with proof - I went through several months of call logs with my cell phone provider and provider her several screenshots - I was not able to find every single instance I contacted Breg Inc as they have at least 5 different phone numbers and I don't have time to go through my prev bills like that. Also, it is not my responsibility as a consumer to show proof they should have calls recorded and a searchable phone system that stores that info. *** stated something doesn't add up and that she will need time to research the situation on her end. Meanwhile, I am now in collections. I have no faith in this company honoring the return I was originally promised without BBB intervention.Business Response
Date: 05/12/2023
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.
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: 05/12/2023
A resolution was not reached - This was simply a response acknowledging the issue and AGAIN telling me they will look into it.Business Response
Date: 05/17/2023
Dear ****
We have reviewed the details of this account and identified the following:
On October 21, 2022, ************* physician prescribed and dispensed a ****** **************** Boot.
We received your complaint submitted on January 13, 2023, stating that the walking boot was too big and did not support the ankle properly. You also reported that the boot was not used and when she received a bill from Breg on 12/14/2022, she contacted Breg via email to return the boot.
Breg has a copy of the Breg ******* Services Patient Receipt that was signed by you on October 21,2022 upon receiving the product. This signed document includes Patient Consent, Warranty/Return Policy, Contact and Supplier Information. The Breg Return Policy clearly states that Breg will accept the return of an unused product within 30 days of the patient receiving the product. We have reviewed our system notes for log entries related to email and/or phone communication. The first contact Breg received from ************* expressing the complaint of improper fit was on January 13 ***** *** checking Contact Us email. Patient reports emailing Breg Dec 14, 2022. This communication was outside of the 30 day return window.
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. We hope that this feedback helps to provide additional clarification of the events on this account.
If you have any additional questions or concerns regarding this matter, please feel free to contact us.Breg
*********************************************
Customer Answer
Date: 05/23/2023
I was not provided a receipt for purchase or any information regarding manufacturer, cost, return/warranty information, nor did I receive any contact information to process a return until a bill arrived on December 13th for 200.77$. Insurance stated they would not be covering the 400$ they attempted to bill for the medical device. Due to the delay in billing and not being provided adequate information in regards to cost of the device or return information a return was requested at the earliest possible date. It is my belief that Breg Inc. intentionally delays billing so that the customer receives the bill after the 30 day return period has expired as a scam so consumers are unaware of costs and so consumers do not have contact information to request a return.
I was not provided any information at the time I received the device, and contacted the manufacturer for a return at the earliest possible time once the information was provided by the company. This company failed to provide the adequate information in a timely manor in an attempt to over charge( this company sells the exact device in their own Amazon store for 75$ ) for a device with the excuse that the consumer is now past the return policy. This is a scam.
Initial Complaint
Date:04/19/2023
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.
Hello,On 2/18/23 I received an orthopedic product which I ended up not using. I was never told there would be a charge for this product and received an invoice 03/31/23 I called the company and requested to return the product on the two facts that one, I never used it and two, there was never a mention of the cost. When I called they informed me that I was past the return date. I believe it is completely unreasonable to be past a return date I had absolutely no idea of. I would really appreciate for this balance to be credited and like I have stated I have no issue returning the item. I appreciate the help. *******Business Response
Date: 04/21/2023
Hello *******
In order to assist you further, can you please provide either your name and date of birth or your account number so we can locate your claim? You may provide this information via this portal or by emailing us directly at *********************************************
We look forward to hearing from you,
Breg
Initial Complaint
Date:04/10/2023
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 went to ******** in ********** on 1/14/23 for a broken ankle. I was given 2 options- purchase a walking boot and crutches at an insurance rate and submit to insurance or pay cash for a discount. I chose the latter and paid in full that day.Since that time Breg has invoiced me repeatedly for $155 and harassed me over it. I have called AlphaMed 5x since January. I never received a call back. I called Breg two weeks ago to explain the situation. They were aggressive and threatening and told me I signed a document agreeing to be billed for this amount - which I did not. They threatened to turn me in to collections for refusal to pay. They did not care that I had an agreement with AlphaMed. The billing supervisor at AlphaMd said they would contact Breg directly and resolve the matter - I am still being invoiced and threatened with collection.I did not authorize Breg to bill me and they should not even have my PHI as the transaction was between me and AlphaMed. This was a HIPAA violation. I want the harassment and fraudulent billing by Breg to stop immediately and AlphaMed put on notice to change their policies to make sure this does not happen to others and to respond when it does.Business Response
Date: 04/21/2023
Hello ******
Can you please provide either your account number or full name and date of birth so we can locate your account and assist you in getting this resolved? You may provide this information via this portal or by emailing us directly at *********************************************
We look forward to hearing from you
Breg
Customer Answer
Date: 04/21/2023
there is a broken link in your response tab - I was unable to just respond to your question. *************************** 12/14/1964. The rep told the urgent care that they were going to zero out the balance and it was there error, but I have not received confirmation that it was done.Business Response
Date: 04/24/2023
Hello ******
We have confirmed that your account, *******, is closed with a zero balance. Please let us know if you need anything further.
Breg
Initial Complaint
Date:03/21/2023
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.
This scammy company is currently double billing me. They billed my insurance for $975.00 for a pair of crutches and a knee brace back in November of 2021. My insurance bumped that down to a total of $243.74 as that would be my cost share for the items. They are billing me $900 as if they did not receive payment from my insurance. I have called their useless billing center twice now and I keep getting the same run around like they suddenly don't have the *** that they received in December of 2022 saying I didn't owe them $900. Furthermore, I have asked them on several occasions to bill my secondary insurance and they have yet to do that. I do not owe them anything but I certainly do not owe them $900.00 since what they are doing is called double billing and illegal.Business Response
Date: 03/29/2023
Hello April
In order to locate your account. can you please provide your date of birth or the account number (not the invoice number) located on your statement? You may provide this information via this portal or by emailing us at *********************************************.
We look forward to hearing from you.
Breg
Customer Answer
Date: 03/29/2023
Account Number *******Business Response
Date: 07/20/2023
I apologize for the delay. We had an internal complaint open for this account and we failed to respond to BBB as well. The internal complaint has been closed as well as the patient's open balance. She is no longer receiving statements or phone calls. I believe this issue has been resolved but if there are any questions or concerns, please let us know. Thank you!Customer Answer
Date: 07/20/2023
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,
***********************
Initial Complaint
Date:03/15/2023
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.
3/15/23 I received this bill I called the Company told them to submit to the insurance company ****** care, this Brace that was given to me for my leg never used it it was huge I couldnt even walk in it now Im being billed $200, I have no money Im 64 dont work please go after the insurance company also you can pick up your brace that I never used. Please dont not Harass me about this go after the ****** care you have their information. Please have the *** to contact me. Im retired due to Covid and pneumonia.Business Response
Date: 03/16/2023
Hello Rose
We responded to your other complaint. Please review our response to your other complaint. Should you have further questions, please do not hesitate to reach out to us directly.
Breg
*********************************************
Initial Complaint
Date:03/11/2023
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.
I received a bill from Breg for $221.13 two years after date of service. The date of service was 1/21/2021 and we received our first bill from Breg the first of January 2023. This is poor business to send a surprise bill two years after service. I no longer have the health insurance that I did two years ago. My son had ankle surgery in January of 2021 and I met the deductible for health insurance so I should only have to pay 10% of this bill but have no way to contact old insurance company to resolve a dispute from two years ago, nor should I have to. I have called Breg and and filed a complaint online. They have not responded to my online complaint, I tried again today. I talked to a customer service agent that told me a supervisor would call me back, but it has been 6-8 weeks and I have heard nothing.Business Response
Date: 03/13/2023
Hello *****
Can you please provide either your date of birth or the account number, not the invoice number, provided on your statement? You may provide this information via this portal or by emailing us directly at *********************************************. If emailing us, please include the BBB complaint ID.
We look forward to hearing from you,
Breg
Customer Answer
Date: 03/13/2023
Thanks for your response, the account number is *******Business Response
Date: 07/27/2023
I apologize for the delay in answering this issue. We had an internal complaint opened for this issue as well and that was closed but we failed to updated BBB. The claim has been closed and there should no longer be any issues with the balance. If there is anything still needed to have a satisfactory outcome please let me know. Thank you!Customer Answer
Date: 07/31/2023
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:03/08/2023
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.
I was seen at an urgent care on two separate dates 10/19/2022 and 12/30/2022 for two separate wrist injuries. Both times I was given a brace (made by Breg). (BREG Account number: ********. I was never given an option to decline the brace or told / advised of the cost of this brace, and assumed it would be covered under insurance as most reasonable medical devices are. Unfortunately, as of 03/01/2023 I received two separate invoices for the total amount of $300 each. I have insurance through BCBS MA and the allowable amount for a medical device such as this is $136.40. Leaving me with a patient responsibility of $163.60 for EACH brace. I find this egregious and outright wrong seeing as you can purchase the EXACT same brace that I was given at a ******* or any medical supply store for less than $30. I left a message at Breg's customer service line seeking clarity and was never called back. I called again and finally got someone on the phone, only to be told there was nothing they can do and this is just "their price". They then told me I should bring this up with my insurance for refusing to pay more, and with the urgent care as they should have told me the price. This is outrageous that they could charge such an inflated price for something that you can purchase at any store, and without any future notice.Business Response
Date: 03/09/2023
Dear ********,
Thank you for providing your account number so I could easily locate your accounts.
After researching your accounts, 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 $327.20. You may also utilize the online payment portal at *********************************************.
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 360Customer Care 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: 03/10/2023
My insurance company did not set the price. You billed them $300 for a $20 wrist brace that is universal (i.e. fits anyone because the size can be adjusted).I spoke with my insurance company and they said they received a bill for that amount from your company. They then said the maximum allowed amount for a brace of this type is the $146.Business Response
Date: 03/13/2023
Hello Sherican
Breg and your insurance company have a contract. That contract is what set the price that you are currently being billed.Please let us know if you have any further questions
Breg
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