Complaints

This profile includes complaints for Sampson's Prosthetic & Orthotic Lab's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sampson's Prosthetic & Orthotic Lab has 5 locations, listed below.

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  Sampson's Prosthetic & Orthotic Lab

  1737 State St Schenectady, NY 12304-1832

• 

  Sampson's Prosthetic & Orthotic Lab

  92 Broad St Glens Falls, NY 12801-4383

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  Sampson's Prosthetic & Orthotic Lab

  400 Patroon Creek Boulevard Ste 106 Albany, NY 12206

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  Sampson's Prosthetic & Orthotic Lab

  5010 State Highway 30 Ste 104 Amsterdam, NY 12010-7532

• 

  Sampson's Prosthetic & Orthotic Lab

  290 Church St Saratoga Spgs, NY 12866-8600

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:05/24/2024

  Type:Customer Service 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.

  1. Identity Mix-Up: On April 7th, 2022, I visited Sampson’s facility. Shockingly, they mistook me for my brother, who is also a patient. This initial error set the stage for a series of subsequent mistakes.
  2. Appointment Chaos: During an appointment, I was called into a room by a clinician who informed me they would be making a cast of my leg. Bewildered, I responded that I was not there for a cast. Dr. Sampson later clarified that there had been a mix-up, but not before I endured an hour of unnecessary waiting.
  3. Incorrect Repair Codes: The most alarming revelation came when I discovered that Sampson had submitted incorrect repair codes to my insurance company. They used codes meant for a below-knee amputation (BKA, L5701) instead of the appropriate above-knee amputation (AKA) codes (L5858). Consequently, my insurance denied coverage due to the mismatch between their notes and the actual procedure.
  4. Physical Discomfort and Misdiagnosis: The constant confusion between patients has caused me significant physical discomfort. The photos of my leg reveal not only the inadequacy of their treatment but also the impact on my overall health. During this time, I suffered excruciating pain not only in my leg but also in the right lower part of my back.
  5. Referrals and Dead Ends: Desperate for answers, I sought help from my primary care physician, who referred me to a vascular surgeon and a chiropractor. The vascular surgeon’s grim assessment was that amputation might be the only solution. Meanwhile, the chiropractor merely prescribed therapy, both ultimately directing me back to Sampson.
  6. Insurance Misinformation: On May 8th, I contacted Sampson’s office. Jacob informed me that the insurance company had authorized the repair, but my leg was inexplicably in Germany. The insurance company, however, contradicted this information when I spoke to them on May 22nd.

  Business Response

  Date: 06/14/2024

  Thank you for bringing this to our attention. Management will be made aware of this concern and reach to the reporter to discuss a resolution. If immediate attention is necessary, please contact our Patient Experience team at *********** (###-###-####) or at ****************************

• Initial Complaint

  Date:10/23/2022

  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.

  I have a prosthetic leg and the socket needs to be adjusted or replaced every so often. In April of 2022 I went to Sampson prosthetics to have my residual leg checked, because I was using to many sockets and Dr. R** thought my leg lost volume and should be looked at. The first or test socket was done in May and I was told I would be more mobile by end of summer. I have had many problems with my residual leg since then. From the photos you can see I have a friction burn from what is called piston, and bleeding from the amputation scar. On September 13 they called me and cancelled my appointment because they said there was a problem with my insurance company. I received a letter dated September 20 from my insurance company saying they were reviewing the equipment they have said I needed. I also received a letter from my insurance company dated September 23 stating that it was all approved. I still can’t walk with out pain.

  Business Response

  Date: 11/06/2022

  I am writing in response to the complaint that was filed against my company, Sampson’s Prosthetic & Orthotic Lab,
  located at 1737 State Street, Schenectady, NY 12304. This compliant was submitted on 10/23/2022 and was assigned
  an ID of ********.
  Below please find the timeline of care for this patient and an explanation as to why his original delivery appointment
  scheduled for 10/13/2022, had to be rescheduled.
  • On 4/7/2022, the patient was delivered a new left transfemoral prosthesis.
  • On 4/14/2022, our office saw the patient for his initial follow-up appointment. It was noted during that visit
  that the patient had some redness at the distal lateral femur. Our office added a pad to his prosthetic socket
  to relieve the pressure he was experiencing at his distal femur. The patient stated that his distal lateral
  femur felt no pain after the pad was added to his socket. We scheduled another follow-up appointment for
  5/5/2022.
  • Patient called and he rescheduled his 5/5/2022 appointment to 5/23/2022. On 5/23/2022, it was
  discovered that the patient was experiencing some bleeding, skin irritations and a wound located at this
  distal lateral femur. Our office added more padding to the lateral wall to push his femur away from the
  prosthetic wall. We also flared the socket to provide additional relief. Upon donning the socket, the patient
  stated that he was no longer feeling pain in that area. We discussed with the patient that he should contact
  Dr. R** to make sure there were no issues with the wound. We educated the patient how to don the
  prosthesis to prevent air from getting trapped in his socket. We also advised the patient to limit his wear
  time of the prosthesis until his wound was healed.
  • On 5/31/2022, we called the patient to check on the status of his wound. The patient stated that the
  adjustments were doing well and that he had an appointment with his primary care doctor the next week.
  • On 6/6/2022, we called the patient to check to see how he was doing. The patient did not answer, we left
  a voicemail.
  • On 6/13/2022, we called the patient to check to see how his wound was doing and to see how his
  appointment went with his doctor. The patient did not answer, we left a voicemail.
  • On 6/22/2022, we called the patient again to check on how his wound was doing. The patient did not
  answer, we left a voicemail. Patient called back and made an appointment for 6/30/2022.
  • The patient did not show for his 6/30/2022 appointment. We called the patient on 6/30/2022, 7/5/2022,
  7/8/2022 and 7/15/2022 to reschedule his appointment. We left voicemails each time.
  • On 7/15/2022, our office mailed the patient a letter requesting that he call our office to reschedule his
  appointment.
  • The patient called and rescheduled an appointment for 8/4/2022.
  • On 8/3/22, the patient was seen by his Physiatrist for skin/wound check and follow up for prosthetic needs.
  1737 State St. | Schenectady, NY 12304 | P: ************ F: ************
  www.sampsons.com
  • On 8/4/2022, the patient was seen for an adjustment and stated that he was feeling a rubbing sensation at
  his distal end and that the umbrella at the distal end of one of his liners had broken. Upon removing the
  liner and distal end cup, it was observed that his limb was still red and agitated. It was determined that the
  patient’s limb had decreased in limb volume, as well as length, since his socket was delivered to him on
  4/7/2022. At this time, it was determined that the patient needed a new socket. Our office evaluated him
  for a new socket at this time.
  • On 8/18/2022, we saw the patient for a casting of his limb in preparation for fabricating a new socket.
  • The patient was schedule to come in for his first diagnostic fitting but did not show due to transportation
  issues. The patient rescheduled for 9/1/2022.
  • On 9/1/2022, we saw the patient for his first diagnostic fitting. It was determined that we would need one
  more diagnostic fitting to ensure proper fit of his prosthesis. Before moving forward with his second
  diagnostic fitting, our office had to obtain his doctor notes, a Standard Written Order from his doctor and
  authorization from his insurance company. Once this was all obtained, we scheduled the patient for his
  second diagnostic fitting.
  • On 10/6/2022, the patient was seen for his second diagnostic fitting. The appointment went well, and it
  was determined that we would finalize his socket for delivery on 10/13/2022.
  • On 10/12/2022, we were notified by POMAC (Prosthetic Orthotic Management Associates Corp), the
  insurance contract holder/third party biller for Sampson’s for Fidelis insurance plans, that there was an
  issue with the contact between POMAC and Fidelis that would prevent their medical providers from
  participating with Fidelis. POMAC asked that we temporarily pause any scheduled appointments with
  patients who have Fidelis until the issue was resolved. Therefore, we had to cancel Mr. ******* delivery
  appointment until POMAC and Fidelis were able to get this matter settled. We explained to the patient that
  we would call and reschedule his appointment as soon as we were able to move forward. Please see
  attached letter from POMAC, which explains that the cancellation of the patient’s delivery appointment
  was not within Sampson’s control.
  • On 10/28/2022, Sampson’s was notified by POMAC that the issue with their contract with Fidelis had been
  resolved and that we could bring the patient in for delivery. We called the patient right away but had to
  leave a voicemail.
  • On 10/31/2022, the patient returned our call and scheduled the delivery of his prosthesis for 11/7/2022.
  Please know that Sampson’s strives to provide comprehensive and high quality, compassionate prosthetic care.
  The rescheduling of Mr. ******* delivery appointment was beyond Sampson’s control. We were not able to bill for
  his device until the issue between POMAC and Fidelis was cleared up. Sampson’s is not an in-network provider
  with Fidelis. In order to service our Fidelis patients, we must use POMAC as our third-party biller.
  We sincerely apologize what inconvenience this may have cause the patient. Please know that it was beyond
  Sampson’s control.
  Please feel free to contact me with any additional questions you may have to clear up this matter