Business Profile

Prosthetics

Hanger, Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hanger, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:04/30/2025
Type:Product 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 been undergoing treatment for stage 4 cancer, and during my first diagnosis, I visited your clinic to receive a compression arm sleeve and glove to assist with my lymphedema. However, when I received the garment, I was not given the opportunity to try it on to ensure it fit properly. I was later informed by two different physical therapists that the garment did not fit correctly, and they advised me to return to the clinic for an exchange.When I contacted your clinic, I was told that I was outside the 5-week return window for the manufacturers policy. Understanding this, I requested a discount since the garments did not fit properly, and I was informed that the manager would need to review this request and get back to me. Due to my ongoing treatment, I was unable to follow up promptly, but to my surprise, I later received a bill for the full amount, which was then sent to a collection agency.I find this situation extremely concerning, especially given that I was never offered the chance to try on the garment before taking it home. As one of the physical therapists mentioned, they had never seen a case where a garment was given to a patient without trying it on first.I am still undergoing cancer treatment and have been subjected to repeated calls from the collection agency, which is adding significant stress during an already difficult time. I believe that I should not be responsible for paying for a product that was provided incorrectly and without proper fitting. Additionally, I should have been contacted by your office to resolve this matter before it was escalated to collections.
Business Response
Date: 05/01/2025
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Initial Complaint
Date:01/14/2025
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.
I've been a customer with ********************** for over 40+ years and come to find out that my account was closed without them telling me why a few years ago they had a billing problem with my insurance case manager but not with me? so I've asked to please investigate why was my account closed and was told that they couldn't because of my account being closed i think that this is not fair because I've been a customer since i lived in ******************************* i just want answers because if the nurse case manager and hanger i now can't get me DME supply's and don't know why?? *** never had a problem thats why i continued to see hanger for over 40 plus years but not knowing what that fact are it not fair
Business Response
Date: 01/14/2025
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Initial Complaint
Date:01/09/2025
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 visited Hanger clinic located at ******************************************** in June 2024 per my doctor's medical prescription for a custom-built right-hand brace. My Orthotist is ******* *******. After waiting for several weeks, Orthotist gave me a brace that didn't work which I informed her several times that it wasn't working. I came to return it, but she told me to schedule time to return it was scheduled by them to come on July 26, 2024 at 3:30pm but when I arrived, there was no one there not even one staff and after waiting for half an hour, I went over the next door doctor's office that shares the same office with them and asked to check inside but they came back and told me that there were no one to be found inside. I continued waiting for so long and it was obvious that they were never there on that day. I immediately asked the staffs next-door to give me a note pad and I precede to writing a note, attached it to the bag which contain the brace and put the bag inside the Hanger clinic secure office desk which no one can access. I followed up by taking pictures and videos to show that I have dropped off the brace and I also have witness including the hospital security camera that show that I dropped it off. I also followed up by calling them, leaving many messages, but they never returned my calls or return the charges to my health insurance company till today. due to their deceptive unethical business act, I am still unable to get my needed medical brace from another medical Orthotist companies since my insurance said that it is still showing that Hanger clinic has not return the charges on the brace. Hanger has made me to suffer more medical complications *****. My insurance filed formal complaint against them, which is still pending but as medical patient, I am still without my proper medical brace that another company has already made for me, but they cannot bill it yet for the past several months due to Hanger clinic charges still blocking it.
Business Response
Date: 01/09/2025
We will have our management team look into this situation and have appropriate management review. If you need immediate assistance, please contact our Patient Experience team directly at 877-4HANGER or at ************************************************************
Customer Answer
Date: 01/10/2025
Complaint: 22786923

I am rejecting this response because: Hanger has been delaying this matter for the past six months plus and this is my medical device which has caused me to suffer major medical complication. Hanger had the opportunity to not commit this type of insurance fraud, but they still did therefore this is their last chance to return the charges they made on my health insurance or in one week from now, i shall immediately proceed to legal action against them for all the harm done to me.

Regards,

******* ********
Business Response
Date: 01/13/2025
Hello,
This is the communication received regarding this concern:

From: ******* ******* <*************************************************************>

Subject: RE: [EXTERNAL] New Complaint - Case # ******** - ******, MA - ******* ********

Hello all, this device was refunded on 11/8 after the patient called us letting us know she didnt want it and did not other options/ adjustments. I believe we found the bag in an area that belonged to ***. If you need further information please dont hesitate to call my personal cell at **********

******* *******, CPO, LPO
Clinic Manager, Certified Prosthetist Orthotist
Hanger Clinic
********************
******, MA 02114

The device was refunded on date provided.
Initial Complaint
Date:01/09/2025
Type:Product 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.
After being billed for the ******** ** amount received a bill 60 days later from third party. Hanger and **** have agreed to place Hanger products in hospital so that they are not given from the ** but from Hanger. No notification what so ever was given to me about third party bill or would have refused that service as I already have wrist brace at home. Company refuses to take back product i didnt use. Should have been included in my ** bill of $90 but because of the fraudulent way they have placed items UTMB can charge ** deducible and Hanger can add to max deductible. Never been to ** and had to pay extra for bandages from visit. This practice needs to stop and the business needs to sell products to hospital. At no point should a third party be billing you more than deductible or hide fees. Doctors not on your insurance have to notify you but this company doesnt
Business Response
Date: 01/09/2025
Thank you for bringing this to our attention. Our management team will review the concern and take action as needed. If you need immediate assistance, please contact our Patient Experience team at 877-4HANGER or via email to **************************************************************************************
Initial Complaint
Date:01/07/2025
Type:Product Issues
Status:
ResolvedMore 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 returned the shoes and insoles because they didn't fit correctly on 10/7/24 and they told me that my refund would be processed asap but here we are 12/6 and nothing, they told me that the Manager that was there that day was temporary until the real Manager came back, well its been long enough already
Business Response
Date: 01/07/2025
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Customer Answer
Date: 01/07/2025
Complaint: 22773156

I am rejecting this response because: At this point I would prefer a resolution instead of an apology, its been since October and there has been no action on the companies part, I need my refund please

Regards,

***** *******
Business Response
Date: 01/07/2025
We have appropriate management reviewing this concern and the complainant will be contacted as appropriate.
Customer Answer
Date: 01/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will hopefully be satisfactory and completed with my refund

Regards,

***** *******
Initial Complaint
Date:12/26/2024
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.
Ordered orthotic inserts for my shoes, they verified insurance. They called about a week later and said they had insurance authorization that would cover the inserts except for my small copay. Inserts came in about a month later, fit great, work ********** forward a few months and I receive a bill for the remaining balance. Its not a huge dollar amount, but I call my insurance company and customer service tells me, the codes they billed clearly show on their website ARE NOT covered.She then digs further and sees that Hanger had never called in for a pre authorization. Had they theyd have known it wouldnt be covered. Sounds to me like *****, ** location needs to fire their employee that handle Insurance pre approvals and Billing. Especially after reading the other complaints for the exact same thing !!!!
Business Response
Date: 12/26/2024
Thank you for taking the time to leave this feedback. Im so sorry to hear of a negative experience. At Hanger Clinic we strive to provide the highest quality of care to each of our patients and we are sincerely sorry there was an experience contrary to that. We will forward this concern to management to review and address as necessary. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************.
Initial Complaint
Date:12/17/2024
Type:Delivery 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 need to use a specific knee brace for a injury Hanger ordered a brace that I believe to be defective Upon asking to exchange they refuse saying they would not order that same one because it was perfectly fine I ended up getting a new Dr ** for a similar brace of the defective one, they refuse again saying they didnt have the ability to order, they offered me another brace altogether different brand and that brace was extremely too tight and I wasnt able to even walk with such tight brace by then I learned that they have another office in *************** I called and asked them if they could order they said yes, then I called the manager of the clinic his name is **** to ask him why I could order from one clinic and not the other location near my home since its the same company. I then was told they couldnt even order not really ordered because they would not profit much from that brace and I was told to go buy the brace out of pocket because its only $60 each.I think its not right to refuse service on a patient because you are not profiting on something. This is NOT ok to do with anyone!Unfair business The second one they sold me and was excruciating tight they are also refusing to take back. I had to cut a piece to release the tension and tightness on the back part of it and even thought that part was cut the brace is killing me how tight it is.I only cut it because I was also under a pressure when they told me Either you take that one ( the tight) or you walk out of here without nothing becasuse this is it.. we cannot order anything else for you its either that or nothing I felt I had to keep the tight one only to find out all along they lied and refuse to order the right one because of profit !
Business Response
Date: 12/17/2024
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Customer Answer
Date: 12/18/2024
Complaint: 22695321

I am rejecting this response because:
They are not resolving my issues they refuse to order the right properly ordered by doctor because they would not profit, no one contacts me to resolve the matter . Rather I was told to purchase out of pocket.
Regards,

***** ****
Business Response
Date: 12/24/2024
This concern has been reviewed by management and applicable conversations have taken place.
Customer Answer
Date: 12/26/2024
Complaint: 22695321

I am rejecting this response because:
The reason I put in the complain is because there was no conversation and no resolution .
The company refuse to order the correct brace because theres no profit and advise me to go ahead and pay out of pocket because they will not order the item.
No resolution was taken.
Regards,

***** ****
Initial Complaint
Date:11/06/2024
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.
On October 4th, I went to a Hanger Clinic in *********** **************. I was ordered inserts to be picked up on October 21st. I contacted my insurance company who said they cover the inserts. On October 18th Hanger called to let me know they were finished and indicated that my insurance denied the claim and I would owe them $300. I said that was odd since they had told me they would cover it. I then called my insurance company and the agent there said they most definitely cover it and we conference called Hanger Clinic together. At that time the representative at ****** said she saw notes in the file that the billing person had called the insurance company yet she did not have a name of who she spoke to at the insurance company and that they would not cover the claim. The insurance representative took down all the *** codes and indicated that they would in fact cover this claim. He said he has no record on his end that anyone tried to submit a claim and it was denied nor does he have a record that anyone called to get approval of a claim. The person at that clinic indicated she would not take any money from me when I picked up the inserts on October 21st. And that she would insist that it be run through insurance. Hanger did run the claim through Insurance subsequently, however they checked a box that indicated I have other insurance which was completely false. I had to call my insurance company again and we corrected the issue. I then contacted Hanger corporate who did not seem concerned about the improper billing practices happening within their company. She stated simply that most of these claims are denied by insurance so we just assumed it would not be covered. That is not their job to assume And that is not what was stated in the notes. So either the person was being lazy and did not contact my insurance or improper ******** occured. As of right now I await final bill of what I owe from Hanger as I anticipate they will try to bill me over what they should.
Business Response
Date: 11/07/2024
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Initial Complaint
Date:10/29/2024
Type:Sales and Advertising 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.
Hanger Linkea Shoes in ************ are truly the most incompetent business Ive ever experienced dealing with. Ive had the required paperwork for my diabetic shoes sent from my doctor 3 times. And they have lost them or thrown them away 3 times. They are a waste of time to deal with!
Business Response
Date: 10/29/2024
Many thanks for taking the time to voice your concern. Were so sorry to hear that your experience did not meet your expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry you feel you had an experience contrary to that. We will forward to the appropriate management team for review and resolution.
Initial Complaint
Date:09/30/2024
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.
My son went through serial casting at Texas Childrens hospiltal for 7 weeks. After, they referred us to Hanger's Clinic to have leg braces made. One set for the day and a set for the night. On July 31st we went in to have the molds made. We received the day braces on August 28th. On September 23rd I received a call that there was a problem with the place he sent them to be made and we needed to come in to have new molds made. So 2 months and the night braces, which are to help continue stretching and prevent regressing have not even begun being made. So this is my first problem. Second problem is why were they outsourced to another company when Hangers has a Fabricating place in *******. However we went in o the 23rd to get the molds made and were told that we should get them the following week and he would call the day they came in(that should be this week). Next I receive a phone call from someone in the office on the 26th to reschedule his appointment to the following week because there was a delay in production. I explained there was not a delay that they had not begun making them. She assured me that they were in production and had been since September 13th. This is now my third problem, why lie? The guy called me quickly after, I expressed my anger about being lied to and he admitted it was a lie and that he had no idea where she got that date. He says he only asked her to call me to tell me to disregard any text i might receive about an appointment. Fourth problem I have contacted the customer care number twice and sent a message twice online and still have not had a call from anyone other than the man i have a problem with. I even tried calling the corporate number direct but they only transferred me back to the same customer care number. After spending 2 months in cast on both his legs, not having the appropriate materials after makes it so he could regress and have to do it again.
Business Response
Date: 09/30/2024
Hanger Clinic strives to ensure that we provide timely and efficient care, and I am sorry that you had an experience contrary to that. At this time, we have escalated your concern to the appropriate management team for review and potential resolution.
Customer Answer
Date: 09/30/2024
Complaint: 22359423

I am rejecting this response because: I have already been told this by the customer care team and it never happened. I will not accept it until I actually get a resolution and get to talk to someone besides the person I have a problem with.

Regards,

***** *****
Business Response
Date: 10/01/2024
Please allow the time for management to review and communicate findings.

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Hanger, Inc is NOT a BBB Accredited Business.