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

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

• 

  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

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:03/03/2023

  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.

  On 2/16/23 I has surgery for a lateral large meniscus tear at Banner Orthopedics in *******, ** with ********************************** 2/17/23 I was fitted with a Breg Recovery Knee Brace. I was told that the knee brace could potentially cost me as much as $247 if I had to pay full price. I looked at other vendors online and correct, the brace is approx. $247, give or take. The same day (2/17/23) Breg turned around and charged my insurance company $900!! Now, I am being told by Breg that after my insurance has paid them that I still owe over $400. I reached out to the customer service team at ********************** and I was told too bad, that is the way it is, you owe! No way would I have taken that brace home if I knew the potential charges could have been $900. They have been paid double what the brace is sold for at vendors already!

  

  Business Response

  Date: 03/09/2023

  Hello *******

  In order to review your complaint, can you please provide your date of birth or the account number (not the invoice number) located on the statement you received in the mail?  You may provide this information via this portal or by emailing us at *********************************************

   

  Breg

  Customer Answer

  Date: 03/09/2023

  My date of birth Breg is requesting is 08/23/1971

  

  Business Response

  Date: 03/10/2023

  Dear *******,
  
  Thank you for reaching out to us on your account.  We apologize you were quoted an incorrect price.  Our contract with Mountain Vista Orthopedics clearly states they are not to quote any pricing to patients as they are not the entity billing for your DMEPOS item.  We will handle this mistake internally.    

  
  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 $465.67. 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:02/22/2023

  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.

  I received a bill from Breg Inc in the amount of $37.00 but did not do any business with them. And the bill just stated that I had an overdue bill and it will go to collection if I did not pay it in full. There was no other information on it stating what it was for. I called and they stated they would not give me any information until I provided them with my full name, address and DOB. I informed them that I would not give my sensitive information without knowing what this was about since I did not do business with them, I tried to provide the account information on the invoice and again was told they could not help me unless I provided them with that information. I week later I received an automated call to hold while they connected me and again the same thing happened. After a couple of months of this I finally got someone to tell me this was a bill from an ER visit and that I didn't have insurance to cover it. I informed them that I did have insurance and offered to give them the insurance information and was told that they could not, and I had to take that up with the hospital and my insurance provider. I called and confirmed my insurance information with the hospital and then notified my insurance provider of the situation. My insurance provider has been trying to take care of this but is being told by Breg that it went to collections, and they can't do anything with it. I tried to speak to Breg and they state they do not have a record of my conversation with them prior and they cannot take insurance info to update it because it has to come from the hospital and it has been sent to collections and are unable to transfer to transfer or give information as to who the collection agency is. I asked to speak to a supervisor and was told they can relay the message and one will call me 24 to 48 hours. The supervisor, while I was speaking was reading out loud or speaking to someone at the same time I was speaking deliberately

  

  Business Response

  Date: 03/03/2023

  Hello **********,

  Can you please provide either the account number on your statement (not the invoice number) or your date of birth so that I may locate your account?  You may provide this information via this portal or by emailing us directly at *********************************************.  If emailing us, please include the BBB complaint number.  Thank you!

   

  Breg

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 12 my wife ******************************* was fitted with a Breg knee brace by ***************************, PA-C at ********************** in *****, ** for osteoarthritis. On February 7 we received a bill for the balance of ***** that our ********** Blue Shield of ***** didnt pay, out of a total $900 billed for the device.I found the same Breg knee brace on Amazon for $204, which seems a bit overpriced for a mesh device with a couple of hinges. I contacted Breg through their website asking about the $696 discrepancy, wondering if possibly the wrong brace was billed. I have yet to get a response other than the We've received your message and will respond shortly email. And yet Breg had the temerity to robo-call us today (2/10) to remind us of the unpaid balance just 3 days after we received the bill. In reviewing other BBB complaints, I see that billing the maximum allowed for any device regardless of the actual price is common practice at Breg. Their canned BBB response is always youre paying a premium for the privilege of being fitted by a professional and avoiding the risk of buying it yourself. I wonder if the osteo specialist who fitted it is actually getting a kickback from Breg? Or is that just a line to shut down complaints?The EOB from BCBSTX explains that Breg has already been paid $363.11 for the $204 (retail) device. Sadly, Im sure many medical device companies probably play this same insurance scam.Given that Breg has already received way more than the price of the knee brace, Id appreciate if theyd zero our outstanding balance. I see theyve extended that courtesy to other BBB complaints.

  

  Business Response

  Date: 02/23/2023

  Dear ****

  In order to review your wife's account, please provide her full name and date of birth or the account number (not the invoice number) on the statement she received.  You may provide this information via this portal or by emailing us directly at *********************************************** please include the BBB complaint number in your email.

  Breg

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is crooked. Received a walking boot from my healthcare provider when I broke my ankle. The boot comes from Breg and they are 'out of my network' (which I was not told at the time), so I later received a bill for $400 for a boot that costs $150 off-the-shelf.I ended up negotiating a reduced charge for the boot ($280) and paid it off. I was told over the phone that my bill was paid and my account was closed.I keep getting bills in the mail for $400. When I call I am told that my account just hasn't been updated yet.Now I am receiving calls from collections saying that I have an unpaid bill to Breg Incorporated.Judging by the other complaints on here, it seems that it is common practice for this company to dabble in small-scale fraud. Because of the size of the bills, they probably get away with it most of the time. I would bet money that this is a deliberate business decision

  

  Business Response

  Date: 07/20/2023

  ***** - my apologies!!  I was just made aware of your complaint.  I'm sorry for this extensive delay in response. 

  I have verified the receipt of payment and I will request billing close your account to reflect $0 balance.  

  I will send you confirmation of the corrected balance once this is completed.

  Thank you,

  Breg Billing Escalations

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell and hurt my foot in mid-Oct, 2022. I received a boot from urgent care that I could not use nor needed to due to no fracture found on xray. I receive a bill a month later for $200 charge (insurance paid the other $200 of a $400 total charge) once the boot could no longer be returned, conveniently. So I had no idea I would be charged such an exorbitant amount, not to mention not being able nor have need for this boot. After complaining to this company for a while, I am told I can dispute the charges and return the boot if it's found to be unnecessarily administered and to send supportive evidence. I reached out about 1 month later to get an update. **************** said it can be over 30 days and to check back. The person I "filed the dispute with" (H.M.) has not responded back to any calls, emails or requests by other customer service reps to reply. I call today and spoke to a person who said she reviewed my case in escalation but never gave any authorization for this dispute, nor even sees it being "in dispute" and said this person who first handled this complaint will have to return my call. This is so frustrating, being that it has been 3 months since my injury and the process with this terrible company has been wayyyyy worse than any injury!!!

  

  Business Response

  Date: 07/20/2023

  I apologize for the excessive delay in responding to this BBB complaint. We had an internal complaint logged from the patient speaking with our staff directly that was worked, and this one was missed. In February 2023, we accepted the patient's returned product and closed out her account. She no longer has any open balance and the internal complaint was closed. I don't believe there is any outstanding issue with this account now, but if that is not the case please let me 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:01/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a shoulder surgery by ************************************** at *********************** Hospital, ******,*****. The doctor's ****** gave me this brace upon checking out on 5/24/2022 and paying all my deductibles co-payment amount. Received a invoice dated 12/16/2022 in mail from BREG that $650 is my patient responsibility and if I had insurance to contact BREG at **************. Called multiple times and no one will answer or return my call. My insurance BCBS ***** EOB for Claim# ********Y88OX states patients' responsibility= zero. Called insurance and verified this.Called directly a Ms.******* at *********, ** ****** and she said it was a mistake and invoice will be corrected. Called my doctor's ****** ************ (MA) and they spoke with a ******************* at BREG ** on 1/13/23 and she fed back that the bills were split incorrectly and will fix. Then received yet another statement dated 1/16/23 that I owed $650! reached out again to doctor's ****** and this time **** spoke to a BREG Manager and he assured her he was going to fix the billing error.

  

  Business Response

  Date: 01/31/2023

  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 removed the outstanding balance on your account.

  
  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.
  
  Sincerely, 

  Breg

  Customer Answer

  Date: 02/01/2023

  
  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:01/11/2023

  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.

  Early in 2021 I went to my primary care doctor about wrist pain (De Quervain tenosynovitis). My doctor said to take some asprin, rest & would also fit me with a brace. At no point in time did he mention the price of this simple wrist brace. It turns out later I was charged $250 for a simple brace that I could get at ******* for $25.I took the brace home &tried it but after a few hours it made my condition worse &caused a lot of pain so I quit wearing it. I let my doctor know that the brace made it worse & so he referred me to a specialist.About 2 months later imagine my surprise when I get a bill from Breg. It listed the price of the brace at $250 but it appears that insurance had paid $100 and so I owed $150. I was in shock at the inflated price and called Breg to complain about the brace and also told them it made my pain worse & I didn't use it beyond the one time. I asked to return it but they were clueless on how I would do that and I was not able to make any progress. I told them I wasn't going to pay the bill.They called me a few times &each time I told them i would like to return it. Most recently in October, 2022 I got an email from ******** *********************** De Los ****** at Breg saying "you may review the response from the return's team" but there was no information in her email beyond that one sentence. I responded back to say I did not see anything in the email but I didn't get a response.Since then I received a notice from ******************************** (a debt collector) asking for $150. I am disputing that bill now. Given I was not given return instructions I found an address for Breg on their website and returned the brace to them. I shipped it was tracking information and did receive notice that it was received.At this point I am asking Breg to contact *************************** to drop the bill collection. I am also asking Attorney General in CA to review the predatory pricing that Breg is charging consumers.

  

  Business Response

  Date: 01/12/2023

  Dear ******,
  
  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. 
  Should you have further questions I ask that you contact me via email; contact information listed below.
  
  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.       

  Breg

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

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-14-2022 I broke my ankle. I was given crutches at the emergency room. They were from Breg. In July of 2022 I was given a boot, again from Breg. I was approved for ******* ******** on September 1, 2022; I promptly called Breg and gave them the information for their billing department to bill the insurance. Late December 2022 I receive a collections notice.I call them and they say to call Breg. On December 27, 2022 I call Breg and reach ************ He cant find where they billed for the Emergency room crutches so he says he is sending an email to billing. As of this date, they cannot answer.They did bill for the boot and got paid but he is inquiring about the crutches. He sends an email to the collections agency to put them on hold. I was told that no one would get back to me and it was my job to call in (he suggested 1 week).Today, 1/9/2023 I call in and get ****** A on the phone. No word from billing. She thought the collection was put on hold. She asked that I give billing more time? My complaint is that I did not receive a bill for the unpaid balance after insurance paid. They failed to bill for the crutches which is the exact amount that is owed. They turned me over to a collection agency without notifying me. The billing department cannot even lookup accounts in their system in a timely manner. **** C say they will not call me to resolve this matter.**************** says they will call me. At the end of all of this, this is a ***** bill that I could have paid but I am not. They did not notify me when they thought that I owed more. I get conflicting stories. obviously I will not participate in this foolishness for long. I will report as above to every agency I can find for unethical business practices.

  

  Business Response

  Date: 01/10/2023

  Hello *********

  Can you please provide either your date of birth or your account number (not the invoice number) on your ********************** statement so I can locate your account and assist in resolving this issue for you?  You may provide this information via this portal or by emailing *********************************************

   

  Breg

  Customer Answer

  Date: 01/10/2023

  The business has agreed only to check into the complaint that I made.  They were sent an email on December 27th from Mark * from their business office with no response.  They were sent another one yesterday on 1/09/2023 from Rodrey A.  

  I am not allowed to speak with billing according to the business office.  

  I wish to wait and see if they will get this resolved in a timely manner.  

   

  

  Business Response

  Date: 01/11/2023

  Hello *********
  Can you please provide either your date of birth or your account number (not the invoice number) on your ********************** statement so I can locate your account and assist in resolving this issue for you?  You may provide this information via this portal or by emailing *********************************************
  
  Breg

  Customer Answer

  Date: 01/12/2023

  
  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:01/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son broke his Thumb around 3/6/2022 ****** care gave us a BREG plastic product that was cheap and looked like the over the counter future product worth less than $20.00 My insurance paid Breg $96.63, they are seeking additional $153.37. I refuse to be ripped off by this company they cannot charge a 500% markup on their product. There were talks about returning the unused product but at the end they sent my bill to collections. Talk about adding insult to injury. Account # *******. Invoice# *************** investigate this illegal practice of Breg. I'm a very responsible person that pays my bills on time and this is the first time I have been sent to collections. I wanted to write the BBB before this even happened. I refuse to pay this company out of ***************** should not be overcharge and taken advantage of just because they show up to urgent care and have insurance. This company needs to take responsible and charge appropriately.

  

  Business Response

  Date: 01/10/2023

  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.  I have enclosed a copy of the Breg claim form for your reference regarding financial responsibility.
  
  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 $153.37. 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.

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the summer, an ankle brace was provided for my daughter by our primary care physician. The brace was provided by Breg. In July, we received the bill for the brace in the amount of $200.77. When we attempted to pay online, we were directed to use bill pay service from Doxo. On August 10th, 2022, we scheduled the payment to be made to Breg.On August 11th, 2022, my card was changed for the payment.On August 12th, 2022, the payment was sent electronically.On August 22nd, 2022, the payment was delivered to Breg.Since that time, we have continued to receive billing statements requesting payment. In addition, we have received over 6 phone calls from Breg requesting payment. We have contacted customer care on multiple occasions. Each time, the representative escalates the issue and we are informed a representative from the ****************** will be in contact with us shortly. Additionally, we requested to speak to a manager/supervisor and we are informed the same, we will be contacted shortly. Sadly, we are never contacted regarding the matter. I have provided proof of payment from Doxo on multiple occasions. Breg denies receiving the payment. Now, Breg has involved a debt collection agency to resolve the matter. Breg requested payment. I made the payment. Breg continues to request payment. I provided proof of payment from the third-party billing service affiliated with Breg. And Breg continues to request payment. I have no idea what more I can do.

  

  Business Response

  Date: 12/27/2022

  Thank you for reaching out to us on this situation. We would like to investigate this further; in order to do so please provide the patient's full name and date of birth or your account number. You can either provide that here on the BBB portal or email us directly at ********************************************** We look forward to hearing from you to help solve this issue. Thanks!

  Customer Answer

  Date: 12/27/2022

  
  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,
  
  *************************