Complaints

This profile includes complaints for Orthopedic Partners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orthopedic Partners

  82 New Park Ave North Franklin, CT 06254-1807

• 

  Orthopedic Partners

  11 Industrial Park Road Niantic, CT 06357

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:12/19/2023

  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.

  On August 21st 2023, I hurt my foot while exercising and was unable to continue training. It had been giving me some trouble for a while, but all of a sudden, the foot just ‘gave out”. I scheduled an appointment with Orthopedic Partners. While waiting to see the physician, I was able to walk on the outside of my foot with some pain/difficulty while awaiting diagnosis and suggested treatment. After a few weeks, and an MRI, I received a diagnosis of Arthritis, Capsulitis and a fractured Metatarsal (toe). The initial treatment for each of these issues is the same – immobilization of the foot in an Orthopedic Boot and limiting activity as much as possible. An orthopedic boot (**** ******* ******** ********* *****) was offered to me at the visit and I placed the boot on my foot and walked out of the office. I asked what the boot cost and was told the price was $396.
  
  Upon arrival at home, I checked on the prescribed boot on-line and found out that the same device could be purchased from Amazon for $106.88. This means that Orthopedic Partners had acquired the boot and had marked it up 270% when they prescribed it to me. The appointment with the Dr. was paid for separately from the charge for the orthopedic boot. Since there had been several weeks between the injury and the final diagnosis, this was not an emergency. Had I been told that I could acquire the orthopedic device from an outside vendor at a greatly reduced price, I would certainly have done so. Even though I have insurance that paid for a percentage of the cost my fiscal responsibility for the boot was more than 3x greater due to the inflated price assigned to the device. Although I believe I received good medical care from the Dr., Orthopedic Partners placed their profit above my best interests and, as a result, I suffered fiscally.
  
  Although I am told that the behavior of inflating the cost of devices by orthopedic providers is common, it doesn’t make it right.

  Business Response

  Date: 01/19/2024

  Good Morning,

   

  In response to ***** *********’s complaint.

   

  Charges for Orthopedic Partners are derived from Insurance carriers allowances. 

   

  Mr. ********* received a Pneumatic Cam Walker, his insurance through *****, has an allowance of $395.88.  Our charge was $396.00.  He is contracted with his insurance to pay a coinsurance, which they assigned him $79.18 to pay for this brace.

   

  As Mr. ********* stated, he was made aware of our charge and made the decision to sign our waiver and receive the brace from our office.  All patients have the right to decline.  Receiving the brace from our office allows the patient to be properly fitted by our trained staff, securing the injury to ensure proper healing.   

   

  I do not see that Mr. ********* has contacted our office, I would have gladly talked to explain this to him.  

   

  If you would like me to provide the patients signed waiver and/or any correspondence between our office and ***** regarding the price allowance for this brace, please let me know and I will send it.

   

  Thank you,

   

   

  Tricia H***

  Finance Manager

  Orthopedic Partners

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

  Customer Answer

  Date: 01/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.  Everything the respondent said is correct. Legally, Orthopedic Partners has covered their actions with a liability waiver - that, as she said, was signed.  What I am saying is that even though Orthopedic Partners is legally within the boundaries of the law, they have violated the ethical and moral fiduciary code of conduct that we, as patients, expect from our health care providers in our time of need.   The fact that the respondent asserts that this conduct is OK, just makes it worse.

  The bill has been paid, the problem remains.
  
  
  
  Sincerely,
  ***** *********