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Business Profile

Prosthetics

Harry J. Lawall & Son, Incorporated

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Prosthetics.

Complaints

This profile includes complaints for Harry J. Lawall & Son, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

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Harry J. Lawall & Son, Incorporated has 9 locations, listed below.

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    Customer Complaints Summary

    • 2 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 type

    • Initial Complaint

      Date:12/30/2022

      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.
      My wife was prescribed a hip brace while at **. *************** in Langhorne. The hospital staff stated they contracted for 24/7 service from this company. The hip brace was to be delivered on December 26 with my wife being discharged from the hospital immediately following. My wife had to stay in the hospital an extra day. The staff informed us that the business was closed for the day. When this business came the next day and hurriedly installed the hip brace, it was an inappropriate type and was not properly fitted. This resulted in extensive discomfort with the brace impinging upon a tender wound. The brace had to be removed yesterday, December 29.

      Customer Answer

      Date: 01/03/2023

      I would like to turn the brace for credit and an apology.

      Business Response

      Date: 01/06/2023

      Complaint ID ********

      To Whom It May Concern:

      This letter is in response to the complaint received on 1/3/2023.  Our primary concern is always patient care and the procedures we have in place ensure that we provide our patients with the best outcome possible.  We take seriously any occasion where we did not meet expectations.  In this instance we feel we acted in the best interest of the patient and provided the appropriate device as prescribed by the treating physician.  Here is a timeline of events:

      - We received a call approximately 5:00pm on Dec 26th, 2022 from **** *********, Chief OT at *** ****’s to provide a hip abductor brace to **** ******.  Since it was so late in the day, *** ********* instructed us to deliver the brace the next day.

      - On Dec 27th, **** ****** arrived at patient’s room with the prescribed brace.

      - Upon arrival, *** ****** observed nurse applying wound dressing to **** ******’s calf area.  After the nurse was finished, *** ****** fitted and adjusted the brace to the patient, ensuring that it fit correctly. Nurse was present during the fitting and did not indicate any concerns with to *** ****** regarding the fitting.

      - It should be noted that the fit of this brace can be affected by shifting or movements of the patient, and may require repositioning.In this case, the patient was transported from the hospital to their residence in the Pittsburgh area, which would have been several hours in the car.We cannot determine if the brace was in the correct position by the time they arrived at their residence.

      - Approximately 3 days later, *** ****** contacted our office to discuss his concerns about the brace and was put in touch with **** ******.
      *** ****** offered to have the patient come in for a follow up visit to adjust the brace, however, the patient was now back home in Pittsburgh and it would not be possible for the patient to come back to our office since it is approximately 5-6 hrs. driving distance.

      - Upon receiving this complaint, we reviewed the situation and **** ******’s supervisor, ***** ****** agreed to contact *** ****** to see if we could resolve the matter.

      - ***** ****** contacted *** ****** on Jan 4th to discuss the situation.*** ****** indicated that he ordered another brace online.*** ****** offered to assist *** ****** over the phone when the brace arrives and *** ****** was agreeable.

      - We will follow up with *** ****** in a few days if we do not hear back.
      Please let us know if there are any other questions or concerns.  

    Harry J. Lawall & Son, Incorporated is NOT a BBB Accredited Business.

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