Complaints

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:02/24/2025

  Type:Customer Service 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 received a bill in January, from a debt collector for the amount of $216.09. Orthotek Inc. is the company that sent this bill to the debt collector, before ever sending me a bill! I called the debt collector company, asking about the past due bill and asked what the company was and when/what this bill was supposedly from. (It ended up being for a walking boot from when I injured my foot last July). The Debt collector company was very helpful and gave the number to Orthotek Inc. so that I could call about the bill. The person I talked to from the debt collector company also stated that this company (Orthotek) is bad about doing this!! I can not believe that this is a known issue with Orthotek and that they get away with sending unknown debts to debt collectors without ever sending a bill first!! If my wife and I get a bill we pay it, we have worked hard over the years to have and keep good credit. It is really upsetting to get a letter in the mail from a debt collector for a debt we had no clue we owed!! I called Orthotek Inc. two different days and left messages for them to call back about this bill. They did not answer and as of today, they have not returned the calls, and that has been several weeks ago!! We did however, send the payment of $216.09 this past week, because we do NOT want to jeopardize our credit, and if we owed the bill than so be it. The issues I can not get passed is them sending it to a debt collector without knowledge from them first about a bill and then not answering calls or returning calls for questions of the bill! I feel this is not right and needs addressed, lowering peoples credit scores are not something to mess around with.

  Business Response

  Date: 02/25/2025

  I am responding to the compliant about the patient claiming they did not receive a bill.

  Our system verifies and sends a link to their bill via text.

  Text messages were sent on the following days:

  8/20/2024
  9/4/2024
  9/19/2024
  10/7/2024
  10/23/2024
  11/7/2024
  11/25/2024
  12/11/2024
  12/27/2024
  1/14/2025

  The patient also states they called and left messages with our billing department.  Both calls were after the patient was sent to collections.  Once a patient is sent to collections we cannot communicate the patient regarding that claim.

  Our billing team did call the collection service to let them know the patient had contacted the billing department.

  OrthoTek made the necessary attempts to collect from the patient before they were sent to collections.

  Thank you, 

• Initial Complaint

  Date:11/08/2024

  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.

  On May 20, June 25, and July 11, 2024, I received emails from Orthotek, which you can see by my uploads, that my browser flagged as dangerous. I did not click on their link to view their statement. I sent a return email asking Orthotek who they were and what I owed the money for. I had never heard of Orthotek until they turned me in to their collection agency, Credit ******************* of ************, **. After speaking to *******, for ***, she informed me it was for a balance the insurance company did not cover. I contacted my insurance company. I was told that I did not owe a balance on the splint because as a provider, they accepted the terms for the allowable amount of $28.44 they paid. They also stated that I do not owe anything. This provider that charged me $7.11 is wrong. If you look at the insurance company's statement, I do not fall into the "copayment, coinsurance, or deductible range. I would like the $7.11 to disappear, the collection agency to stop the process, and a correction to my credit report. The company is a piranha feeding on disabled seniors whom they feel won't fight them.

  Business Response

  Date: 11/08/2024

  Client received medical products from OrthoTek.

  OrthoTek submitted claim to clients insurance company.

  Clients insurance company paid the insurance portion of the claim, leaving the client share of $7.11.

  OrthoTek billed the client for their share.

  Client did not pay their share of the bill

  OrthoTek referred client to ***************** to recover the client share.

  Please see the red highlighted area of the client EOB that states the client is responsible for $7.11.

  We recommend if a client does not understand their EOB to contact their insurance company for further explanation. 

  Thank you,

  Customer Answer

  Date: 11/09/2024

  
  
   I am rejecting this response because my web malware flagged all three emails that Orthotek sent as too dangerous to open.  Orthotek did not respond to me when I asked them who they were and exactly what I owed them for.  Attached is my first response to them on October, 2, 2024 at 5:46 PM.  On November 7, 2024 at 10:54 am in another attempt to have Orthotek contace me, but they did not.  Orthotek at any time could have sent a copy of the statement via **** or to call me on the telephone. My deductible for 2024 was met and I do not have coinsurance.  Orthotek accepted the UnitedHealthCare payment in full when they deposited the funds into their account. There is not record of Orthotek contacting UHS with questions regards the claim.  A copy of UHC claim ********* was provided to you in my original complaint.
  
  ***** ****

  Business Response

  Date: 11/11/2024

  OrthoTek agreed to the "Allowed Amount" $35.55 and the ***************** paid "Plan Paid" $28.44 leaving the client "Your Share" of $7.11. 

  At this time the client credit has not been reported to the credit agencies.  

  If the client has further questions about their responsibility, please direct them to their respective insurance company to explain the EOB.

  The EOB clearly states the client owes $7.11.  

  Thank you, 

• Initial Complaint

  Date:10/16/2024

  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 a collection notice for $157.10 after this company texted two alleged invoices to my husband. The message was for me, however there was no service or product listed, just an amount due. This came off as a scam. Why did my husband get the text & why didn't I know why I was being billed? I noticed in a prior complaint that person was billed for the same amount. That is really questionable.

  Business Response

  Date: 11/06/2024

  The client was prescribed a brace by their practitioner for a medical condition.

  Client signed the patient agreement, acknowledging receipt of the brace.

  OrthoTek billed the clients insurance company.

  Clients insurance company did not pay the entire balance and left the client with a balance due to OrthoTek 

  Orthotek billed client for their portion of the bill that the clients insurance did not cover.

  Client did not pay the bill to OrthoTek.

  Client was referred to the ***************** for payment of the bill. 

  Client still has outstanding balance.  

  Please see copies attached. 

  Thank you,

  **** Steenhoek 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22412560
  
  I am rejecting this response because:
  

  I want to know who I was supposed to have received the brace from.  I never signed any paperwork at any practitioner for a brace or any other device.  The vagueness of their claim is very suspect.

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/07/2024

  Please see the attachment of the signed patient agreement and the response from the insurance company with the balance due to deductible.

  The client also received an EOB from their insurance company with the same information stating who billed the insurance company and what was covered and not covered.

  The practitioner choose the brace and the client choose their insurance.  We are just the supplier.  

  Thank you,

   

• Initial Complaint

  Date:08/15/2024

  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.

  My 15 year old daughter received a letter from Orthotek stating that she owed $157.10 and that they had tried contacting her 3 other attempts and would be sending her to a collection company if she did not pay.Not my child or anyone in our family has ever purchased or done business wit Orthotek. I want this resolved and for this to not affect my daughters future credit by Orthotek attempting to scam our family.

  Business Response

  Date: 08/15/2024

  OrthoTek provides medical equipment to medical providers locations across the *** 

  OrthoTek is in the business of providing medical equipment and billing of these products to the patients insurance company.  

  The petitioner received OrthoTek medical equipment (please see attached signed copy of receipt) at the medical providers office.

  Petitioners insurance company did not pay the claim in full, therefore the patient was billed their portion of the unpaid claim.

  OrthoTek did not receive payment from the petitioner, therefore the claim was sent to the credit management team.

  Petitioner has the opportunity to correct the outstanding balance. 

  Currently the petitioners credit has not been jeopardized

  Thank you,.