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Business Profile

Specialists

Rebound Orthopedics & Neurosurgery

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rebound Orthopedics & Neurosurgery's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rebound Orthopedics & Neurosurgery has 8 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      In Feb 2025 was notified by Rebound Orthopedics that in Feb 2024 they had a data intrusion that compromised massive amounts of data. It is completely reprehensible that Rebound waited over 1 year to notify its customers. I assume they want to their lawyers first. Considering the amount of data taken from Rebound due to their lax security protocols I am requesting at least 3 years of Lifelock ID monitoring and insurance. *** is a low cost provider and is insufficient for the risk exposure Rebound has inserted into my life.

    • Initial Complaint

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have tried to get my paperwork for my employer for FMLA filled out. Three weeks ago I went to the office and left my paperwork there. After a week with no response, I went to the third party website Rebound uses for their records and filed a request. After a week with no response I called and was told it would take a few more days. I called again and was informed they could not access the system at Rebound. I left 2 messages with my paperwork on the patient portal. I waited 3 days with no response. I tried faxing the documents to medical records 3 times today. The number was busy all 3 times. I called the records department 4 times and could not a person on the line. I left a message 2 hours ago and still have not heard back. My employers deadline has now passed. I know the system was down, but I still need my medical records regardless. Rebound has been unprofessional and obviously does not care about the patients needs like they advertise. I have no problem with the care, it's been great. But I need this information in order to survive financially while I am off work for my surgery. This added stress is not what I need in order to successfully recover from my upcoming surgery in less than 3 weeks.

      Business Response

      Date: 02/26/2024


      Patient dropped off the form on 02/01/2024
      We sent to our ******** (outsourced records release company) on 02/01/2024
      There is a document that she was not happy that there is a fee for the form.
      On 02/02/2024 we experienced a serious system disruption, which cut off ********'s access to our system to complete the form for at least 2 weeks.
      ******* ************** recalled the form from ******** to process in-house.
      Med Rec staff sent the task to provider for time off work approval and the provider replied on 02/21/2024.


      We apologize for the delay. Again, we had a significant system disruption. This is by no means a reflection on the performance we expect from ourselves.  

      ******** completed her form today and we will send it to her mailing address and Portal.

    • Initial Complaint

      Date:06/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 single doctor's visit in January of 2023. I received an invoice for my services with a statement date of 01/24/2023 totaling $469.56. This invoice was payed in full and processed by ********** on 02/08. I received an additional statement on 02/21 indicating my total balance was $236.59. The description provided indicated this was for a walking boot and night splint. Both were included and paid for in the original statement. I called the Rebound billing department on 02/27 and was told on a recorded line and received confirmation that my payment was received in full and they would flag my account. Received another statement 03/21, called the billing department on 04/03 and was told my account was flagged with the necessary details and to disregard the request for payment. Received an additional statement on 04/18. Called on 04/28 and was told my payment was validated, they confirmed the allocation in their system was done incorrectly and needed to be resolved on their end, that there wasn't anything I did wrong or needed to do. That my account was updated with these details and I could disregard the request for payment. Today, 06/23. I received a call from Bonneville collections regarding the matter. All calls with Rebound were held on a recorded line. How can you tell a patient their payment was made in full and then send them to collections? When calling billing today to escalate further I was informed there is no one to escalate to, that I would need to wait ***** hours for a supervisor to call me. Even though my account is clear being mishandled.

      Business Response

      Date: 06/27/2023

      After review, the billed amount was adjusted and removed from collections.  A billing issue was identified and corrected.  Training was also provided to those involved.  Customer was notified and seems happy with the resolution.

    • Initial Complaint

      Date:04/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      There was a charge from months ago that I paid and disputed, they credited, then rebilled for some reason. So I paid and disputed with them again, and they refunded again. Then they rebilled me... again. So I paid it again, disputed with them and got refunded. Seriously, what are they doing?! This is incredibly annoying and needs to stop.

      Business Response

      Date: 04/19/2023

      This letter is being sent in response to complaint ID number ********.  *********************, who directs revenue cycle, reviewed the customers billing concerns, identified an area of opportunity, and has educated the appropriate team to prevent this from happening in the future.  As a measure of good will, he adjusted the balance off and notified the customer. 

      Customer Answer

      Date: 04/19/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has removed my balance, refunded my payment and the person I worked with was very nice and helpful. I would like to remove my complaint. Thanks BBB for helping with this! 

      Sincerely,

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

    Rebound Orthopedics & Neurosurgery is NOT a BBB Accredited Business.

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