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:05/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 wife got ankle surgery and a *** from elizur was talking about the medical boot and a brace before surgery well. I asked how much it would cost, she said i dont know. I proceeded to tell her i want to know bc i know hospitals and such charge 5 times what its actually worth. She said i dont anything about that and i am only a *** for elizur. She then said dont worry insurance will pay for it. So we got it and got a huge bill of $234.08 AFTER INSURANCE and another bill for $70.00 for a brace and boot. The boot BEFORE insurance is $461.94 and the brace is $140 which is a microfiber tie up. You can get exact same boot for $83.99 off amazon and the brace is $19.99. Do the math its 5.5x higher. Company wont contact us now.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 arm. When in the ************************************* an Elizur representative came in the room and told my husband that my son needed a brace. My husband asked how much and they told him it would be covered by insurance. He said he could get a brace right now, brand new from CVS for ~$5. They said it would be covered by insurance. He said what if it isn't covered by insurance, they said that he could return it. Several weeks later it was denied by insurance and when he tried to return it they said we could not because it was used. They pressured my husband while he was at ******************* with our 5 year old child. They lied to us to get us to take their product and then refused to let us return it when insurance denied the brace after previously stating that we could return it. My husband had been laid off for several months when this happened. He would have happily gone to *** to purchase a much cheaper brace. When he tried to resolve this with the company they were rude and dismissive.

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 took my 13-year-old son to Marshall Health's walk-in sports injury clinic in Huntington, WV on June 3, 2024, for a pitching injury to his elbow. Dr. Dana L***** saw him and ordered x-rays, which showed no broken bones. One of the nurses brought in an arm brace and put it on his arm. The brace is elastic, with two velcro straps, and has a piece of metal down each side. I received a bill from Elizur Corporation (the brace provider) on July 10, 2024 for $730.76. My insurance only covered $155.83, which reduced the bill to $574.93. The elbow brace was coded as L3760 (which is the code for an adjustable brace). I think it should be coded as L3762 because the brace is not adjustable. I called Elizur on July 12, 2024 at approximately 12:27 p.m. and spoke to a representative named Lynn, who insisted that it was billed correctly because the metal makes it adjustable. I have called Marshall Health's billing department three times to see if they could resubmit their info to Elizur Corp. and no one has returned my calls.
  
  I believe the incorrect billing code was used. However, even if the correct code was used, the company who makes the brace is Donjoy and they sell similar braces on their website for around $75.00.
  
  The arm brace we received is not adjustable. It's the type where you slide your arm inside and wrap the velcro around. I have not paid anything yet. I would like Elizur to bill under the correct billing code AND not require a 1000% mark-up of its product. There are quite a few negative Google reviews about this company. Also, the brace is so stiff (non-adjustable) that my son was unable to use it for more than a couple of days due to his arm being stiff. I'd be happy to return the product altogether if that is a possibility.

• Initial Complaint

  Date:03/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Subject: Complaint Against Sales Representative at Elizur for Deceptive Sales Practices
  
  Dear Better Business Bureau,
  
  I would like to file a formal complaint against Elizur and one of their sales representatives. I have provided a detailed account of my interaction with the sales representative in the attached letter.
  
  Not only did the sales representative conduct himself in a very deceitful manner but the attached bill is also not clear as to what the charge was for. It was only after I had paid this bill thinking it was part of my eventual surgery, that I discovered it was for an outrageously priced wrist brace.
  The sales rep. was dishonest, the bill is unclear and when speaking to someone from Elizur about this over the phone, I was given a lesson in insurance, the billing process and why my inadequate insurance only paid 136 dollars of a 365 dollar device. All of this would have been avoided had the sales rep been honest and had any concern for the patient at UPMC rather than making his monthly sales quota.
  
  Attached is a detailed account of the interaction and the bill I received in the mail. There is no receipt to provide as I was never given or offered one.
  Thank you for looking into this matter.

  Business Response

  Date: 03/21/2024

  Good Morning,

  Thank you for forwarding this complaint to our attention.  Though I am sorry Mr. **** received a bill from elizur, I can assure you that elizur and its representatives did not engage in deceptive business practices.  Elizur's employee was correct in relaying to Mr. **** that insurance would cover his brace.  In fact, elizur is specifically contracted with the patient's insurance to bill the particular code for the item Mr. **** received which is what we did upon receipt of Mr. ****'s signed Patient Agreement.  The Patient Agreement also entitles the patient to a 3 day return policy.  Though I cannot disclose Protected Health Information, I have sent a blank Patient Agreement which mirrors that signed by Mr. **** for your review.

  The issue at hand is that Mr. ****'s insurance policy's deductible had not been met and the next lawful recourse is to bill the patient the full amount of the brace per that particular insurer's "allowable" (this is a contracted rate set between the insurance company and elizur) amount.  In this case, $229.29.  Until Mr. **** meets his policy's deductible, he will continue to be billed by elizur or any health care provider/supplier and have to pay out of pocket.  This is true for all service providers within the health care realm. 

  I have also attached two screenshots of the Explanation of Benefits with PHI removed.  This is the actual response from Mr. ****'s insurance showing his deductible has not been met and the full amount is to be legally transferred to Mr. ****'s Patient Responsibility. 

  I am happy to explain this in further detail if there are any remaining questions or concerns.  I sincerely appreciate you reviewing this unfortunate complaint from elizur's vantage point.  

  Have a great day,

  Chelsianna N****

  Customer Answer

  Date: 03/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I appreciate Elizur’s swift reply, the apology extended, and
  the assurance provided that their sales representative did not engage in
  deceptive sales practices.
  However, I must express my continued dissatisfaction with
  the handling of the situation. 

  The issue
  at hand, I I see it, is not related to my deductible , but rather concerns Elizur
  and their representative’s inability to answer a direct question regarding the
  cost of the product in question.
  Had the representative transparently explained critical
  details and disclosed the outrageous price of the item, I would have promptly
  declined the purchase.  I was perfectly aware
  that my deductible had not been met, as this was my first recent health issue,
  and I seldom utilize my insurance coverage.
  In my view, the act of evading a direct inquiry and
  providing misleading information to manipulate a customer into making a purchase
  they would have otherwise declined if presented with all the pertinent
  information constitutes deceptive sales practices.  If such conduct does not align with the definition
  of deceptive practices, then perhaps my understanding of the term is also
  flawed.
  I kindly request a thorough review of this matter so that others
  do not fall victim to these predatory practices.  I trust that Elizur values its customers’
  trust and satisfaction and will take the necessary steps to rectify the situation.
  Thank you for your attention to this matter.  I look forward to a prompt response and a satisfactory
  resolution.
  
  
  
  Regards,
  
  
  
  **** ****