Business Profile

Prosthetics

Hanger, Inc

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:05/03/2024
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.
The manager at the Hanger Clinic, ***********************, and the insurance processor, **************************************************** (***) failed to submit a covered benefit to the insurer. *** initially agreed to submit a claim but failed to process such a claim. ***** refused to order orthotics under the terms of the insurance coverage. ***** refused to escalate this matter to his manager and indicated that if I did not like Hanger's service, I could go to other providers.
Business Response
Date: 05/03/2024
Many thanks for letting us know about this concern.Were so sorry to hear that it is felt an experience did not meet expectations.At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Customer Answer
Date: 05/03/2024
Complaint: 21663241

I am rejecting this response because: The business responded by asking me to contact their customer service, which I have done. However, they have failed to respond to the complaint filed through BBB.

Regards,

*********************
Business Response
Date: 05/06/2024
Many thanks for letting us know about this concern. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further.
Customer Answer
Date: 05/06/2024
Complaint: 21663241

I am rejecting this response because:Thank you for your response. I appreciate that ********************* from Hanger contacted me to schedule an appointment for the needed service on May 10, 2024, at 2 pm. I also appreciate their willingness to bill my insurance carrier for the covered service.
However, I'm still unable to accept this as a final resolution because the appointment has not yet occurred. I will consider this issue resolved once Hanger has completed the outlined steps, including the appointment and billing my insurance.

Regards,

*********************
Initial Complaint
Date:05/03/2024
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.
This is ongoing. I went to Hanger to have new pads put on my orthotics, as well as to order a second pair as backup. Simple procedure * After almost 2 months I came in to pick up the refurbished orthotics and they were done wrong and the new ones weren't there so they needed to be sent back to the refurbishers. I was told they'd be rushed * After 2 weeks I called-still not done * I got a text a week later that said to make a pickup appointment so I did, only to get a call an hour later saying the text was sent in error, no orthotics were there.* After another week I called again-they said they'd tried to call me but couldn't reach me. I confirmed they had my proper cell phone, so this is a lie * Went in to pick up my NEW orthotics. I asked where the refurbished ones were, since that should have been the easier job. They said they hadn't come in yet so I asked them to check. Turns out they LOST them, so on April 24 they said they'd make me a new pair.* On May 3, I got a letter dated May 1 that said they'd been trying to call me, were unsuccessful and if they didn't hear from me in a week they'd cancel my order (even though I'd just been there a week prior)* I called and they said oops, letter was sent in error. Orthotics will come in the next couple work days and they'll call me. I'm not holding my breath
Business Response
Date: 05/06/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Customer Answer
Date: 05/06/2024
Complaint: 21662455

I am rejecting this response because:
Given how much I was yanked around I feel like a refund of some kind is in order, not a canned, generic, insincere apology.

Regards,

***************************
Business Response
Date: 05/07/2024
Thank you for providing the additional information. The concern was escalated to the proper management team and is currently in the review process. Contact will be made as soon as a resolution can be gained if applicable.
Initial Complaint
Date:04/09/2024
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.
I've been a client of Hanger since the late 80s so almost ******************************************** ****** *****. I've been all over the country to Hanger clinics so I know the process well. Even the first socket I got at this office was the same. Then ***** came. I was approved in Oct 2023 for new prosthesis. ***** wouldn't even let me use my own doctor. He made me use his tele health doc that I've never met. He delivered a leg with old used parts. No hydrolllaulic ankle or electronic vaccum suction like we discussed. 4 months I've asked to show me the invoices because this is not what I asked for or what ***** submitted to ********* Made a new socket still hurt! Then he brought his *************** in from CS trying to act like the manager over Pueblo. He's not. I have the screenshots that shows he added Pueblo later when confronted. I've already appealed to ********* I had to go to urgent care because my leg is cut up. Can't use my prosthesis to walk. Finally when I threw a fit ***** told me to come in next week and we'll start a new prosthesis. Instead he brought **** in who tried to intimidate me and tell me never to come back to any hanger anywhere. He said we're going to give you this new leg with the new fit for free. I said could I have the invoice or at least see it? He said no and he said that they couldn't they physically couldn't take it off for me to see. I think they still gave me an old foot. I can't walk I'm anxious I have no life and instead of caring they told me never to come back. I confronted them and told them this is not what you sent into ********* The latest is they're trying to send me stuff in the mail from some guy named *************** from a Hanger Clinic in ******* or somewhere. Why is he sending me stuff that I was never fitted for? Meanwhile I can't leave, can't go anywhere unless I want to put a leg on that causes me pain with every step I'm at a loss because nobody seems to care. If they're doing it to me they're doing it to other people.
Business Response
Date: 04/17/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.

Customer Answer
Date: 04/17/2024
Complaint: 21551403

I am rejecting this response because: I just want the invoices. I tried to call headquarters and they Hung up on me. I sincerely feel like there is a scam going on at the ****** and possibly ****************. ******** me Im *********** my own invoices. I want the ones from the first leg and the second leg. I dont believe that ***** gave me what he submitted to ********* I called ********* They told me that Im *********** my invoice. Its just like they gotten them for the last 40 years. Theyre mine because I paid for this. I told ***** I dont believe this is what you submitted to ******** and what we talked about. I told him if you show me the invoices this would clear everything up. He refused and so did *********************. I just want the invoices to prove that at this point. I still dont have the parts on my leg that they submitted to ******** and I cant get another one until my appeal with ******** and I hear back from the department of justice for the Americans with disabilities act. I just want the invoices for the first leg and the second leg. I want to compare what I have to what they submitted and what was received during the time periods that they shouldve received them for my leg.

Regards,

***************************
Business Response
Date: 04/18/2024
We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally. Thank you
Customer Answer
Date: 04/18/2024
Complaint: 21551403

I am rejecting this response because: thats not good enough because I still cant walk. I already waved my HIA right and you got documentation of that so please do share. I want my invoices. I dont believe that you purchased what you submitted to ******** and in the meantime, I cant walk and Im in pain every single moment. I just got back from physical therapy and I couldnt stand up. I need help now and I waived my HIPAA rights so you go ahead and talk about it honey. Tell me what youre gonna do for me and how youre addressing The fact that I am accusing ***** and **** of submitting parts to ******** and ******** and giving me inferior old parts. I want those invoices immediately and ******** tells me that I am *********** them. Its basic capitalism dude. Im allowed my own invoices to prove that you gave me what you said you gave me because I dont believe that you did. In the meantime, I cant walk so Im going to the emergency room again. How is this helping me? Its not please give me my invoices immediately. I want the ones from the November 30 leg and the what that he finally gave me the last time that I was there because I absolutely threw a fit and insisted. You guys are keep telling me to chill out and be calm, but you dont listen to me until I start screaming. I want those invoices immediately. You can see right here. I already wait for my HIPAA. When I tried to call your corporate office to deal with this, your secretary in ******, ***** hung up on me because I was emotional after the third time calling her and getting no resolution from customer care. Why would I trust that youre gonna do anything now when you just blocked me and covered the prosthetist the government through ******** and ********. He ordered parts that he did not put on this prosthesis and he would give me those invoices if he had them but he doesnt. I want the invoices or I want you to tell me that you dont have them because Ive already submitted this to ******** and they told me that you should be able to give me those invoices from the parts manufactures for the foot and all the other parts for the prosthesis. Ive always gotten this and this is new behavior. Its very shady and I want my invoices for a product that they said they gave me and I dont believe that they did.

Regards,

***************************
Business Response
Date: 05/02/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Business Response
Date: 05/02/2024
This has been escalated numerous times to upper management and patient continues to refuse the resolution. She is wanting internal records that are proprietary. In lieu, she has been provided with records pertaining to her care.
Customer Answer
Date: 05/02/2024
Complaint: 21551403

I am rejecting this response because: I have confirmed from a third party that your ************* submitted part numbers to ******** that they did not deliver to me. I will be dealing with this legally at this point. You had the opportunity to fix this and you didn't so now I have to take legal action. You didn't provide me with anything except the same old summaries that they tried to pass off as legitimate in the ************* so as far as I'm concerned you're complicit and trying to cover up ******** fraud. I'll see you in court!

Regards,

***************************
Business Response
Date: 05/03/2024
This has been escalated numerous times to upper management and patient continues to refuse the resolution. She is wanting internal records that are proprietary. In lieu, she has been provided with records pertaining to her care. The matter was handled directly by our Legal Team.
Customer Answer
Date: 05/03/2024
Complaint: 21551403

I am rejecting this response because: Thank you! I've been trying to get to the legal department this whole time. Second of all those are not your invoices those are my invoices. I paid for them I've been getting them from hanger *** for nearly 40 years until this was bought out by whoever bought this out. You've got a huge problem on your hands and it's legal not risk management. The risk is already done past and you had the opportunity to fix it and you didn't. This turned into a legal issue because of how you handled this. Now I will make it my business to scream as loud as I can from every rooftop and let them know how you handle this situation at corporate when you could have done the right thing for disabled people. Instead the bottom line was the dollar like always. Y'all are in the wrong business. It's already been confirmed that what ***** in ****** gave me and **** tried to cover up from **************** was that they are submitting high dollar parts to ******** regardless of the patient's needs and on top of that I don't even think they actually ordered anything I think they pocketed the money and I think they're doing it to a lot of people. Otherwise why would have **** come down and act like the big manager when he had nothing to do with the ************* before me reporting this. Then y'all got on the website and changed it and I noticed ***** the guy who did this to me is gone. I'm betting he's not the only guy in this because **** felt very concerned to protect ***** so he put his own self on the line and involved himself and now he's going to be part of this case too. I really wish hanger would have done the right thing for disabled people instead of trying to cover up medical durable equipment fraud.

Regards,

***************************
Initial Complaint
Date:03/27/2024
Type:Billing 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 was referred to this clinic by my podiatrist in order to get a pair of diabetic shoes. The total bill was over $345. The shoes were too big and uncomfortable. I was not charged for the tennis shoes, but charged for insoles which do not fit my feet at all, and I was informed they were made to fit my feet. I disputed the amount, and the clinic did not try to work with me, and sent me to a collection agency, who threatened to put the debt on my credit reports, so I was forced to pay. I am asking for a refund, as I was not informed of any co-payment in the first place.
Business Response
Date: 03/27/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Customer Answer
Date: 04/02/2024
Complaint: 21428424

I am rejecting this response because:
They have never contacted me in the past when requested.

Regards,

*********************************
Business Response
Date: 04/02/2024
This concern is being addressed internally but we are unable to provide details due to HIPAA privacy requirements.
Customer Answer
Date: 04/02/2024
Complaint: 21428424

I am rejecting this response because:

I am not being contacted by the business or being offered a resolution to the issue.

Regards,

*********************************
Customer Answer
Date: 04/03/2024
Complaint: 21428424

I am rejecting this response because:
I am not being contacted by the business or being offered a resolution to the issue.

Regards,

*********************************
Business Response
Date: 04/03/2024
This concern has been addressed internally but we are unable to provide details due to HIPAA privacy requirements.
Customer Answer
Date: 04/03/2024
Complaint: 21428424

I am rejecting this response because:
There needs to be more of an explanation from the business in regards to how they are handling this complaint. They seem to be hiding behind HIPAA. I am in the healthcare field and actually I believe HIPAA would not apply to the company giving me a proper response.

Regards,

*********************************
Customer Answer
Date: 04/03/2024
Complaint: 21428424

I am rejecting this response because:
There needs to be more of an explanation from the business in regards to how they are handling this complaint. They seem to be hiding behind HIPAA. I am in the healthcare field and actually I believe HIPAA would not apply to the company giving me a proper response.

Regards,

*********************************
Business Response
Date: 05/01/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Customer Answer
Date: 05/02/2024
Complaint: 21428424

I am rejecting this response because:

Regards,

*********************************
Customer Answer
Date: 05/14/2024
Complaint: 21428424

I am rejecting this response because:

******** from the Riverside main office **************, contacted me two weeks ago, apologized profusely, and offered a refund.
I contacted her last Thursday to see when I could expect it, and she said something to the effect that they had to first take me out of collections before they could issue a check but I should have one soon. Huh?????

Regards,

*********************************
Business Response
Date: 05/15/2024
The matter was escalated and has been reviewed by management to work towards a resolution.
Customer Answer
Date: 05/17/2024
Complaint: 21428424

I am rejecting this response because:
I was told two weeks ago I would be receiving a refund, and it is not being processed in a timely manner. It seems to be a stall tactic. Why was I put in "collections" status (the excuse I was given for the delay) when I got no response from the office when I started calling them AFTER I was approached by the collection agency? There was nothing sent to me warning me this would occur in the first place. Totally unacceptable tactics.

Regards,

*********************************
Customer Answer
Date: 06/12/2024
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.

Regards,

*********************************
Initial Complaint
Date:02/23/2024
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.
Myself and another amputee have been denied services by ************* after leaving a 5 star review that praised the medical staff and warned of a negative experience with the billing department. We were told (by the site manager) to remove the review. If we didn't remove the review we would not be able to return for urgent medical attention nor for any other reason. Our future appointments were cancelled. Even after the 5 star review was removed, we were not allowed an appointment nor was any further progress attempted for authorization with neither of our insurance companies.
Business Response
Date: 02/26/2024
Thank you for the notification of this concern. We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally. Thank you
Initial Complaint
Date:02/19/2024
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 16,2023 I went to the ******** office of Hanger. I had a referral from ****** Permanente. My account number is ******. The encounter number is #******. I have gotten diabetic shoes and orthotic inserts from Hanger for several years. The biggest problem with my feet is that my arches turn in quite dramatically, My one request was that they make the orthotic inserts exactly.the same way as the old ones, they had a very high arch support.The clinician ********************* suggested I try a new type of shoe ( I have been wearing Dr ******* shoes) A I agreed to try Asics shoes more of f athletic shoe. I did not pick up the shoes and orthotic inserts until December 20th because I had a total knee replacement December 20th because it is a long walk into the Hanger Clinic. When I picked up the shoes and orthotic inserts I noted right away they were not the same as my old orthotics. **** assured me they would work. There is a break in period with new orthotics I tried them for 2 hours the 1st day. They caused me to develop severe cramps in my legs. I tried the shoes the next day and again I developed leg cramps. I tries a third day with the same results. SO I went back into hanger Clinic. The new orthotic inserts had a ********** around the back and sides of the orthotics which held my feet in only one position. This is what was causing the cramps.**** suggested I go back to the old Dr ******* shoes and I agreed. The he took the new orthotics and cut off the ********** around the back and sides of the orthotics. This resulted in the arch support part of the orthotic to be very floppy offering no support to my arch. After wearing them home from the clinic the arch had flopped over completely and I was walking on it. I packed up the orthotics and sent them back to the Hanger Clinic. I again included an old orthotic which demonstrated how they should be made. I have heard nothing from the clinic and they received them 2 weeks ago. They mailed the New Dr. ******* shoes to me, but they are are useless because I do not have the orthotics to put into the shoes which is the whole point of the shoes and orthotics.I would like Hanger to replace the hacked up orthotics with ones that have the rigid arch support minus the extra ********** put onto the first ones. Of course I have not worn the Dr. ******* shoes and went back to wearing the shoes and orthotics from last year.
Business Response
Date: 02/20/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.
Initial Complaint
Date:12/28/2023
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.
Duke Orthopedic MD referred me to Hanger Clinic for Orthotics. Orthotics made and upon receipt were very painful to my left foot (which had been injured, hence the referral for the orthotics). I returned to the clinic and adjustments were made to the orthotics. The orthotics continue to cause pain and are not wearable. I attempted to build up time wearing them to "get use to them" and understood that this may take time. The left orthotic is still very painful and cannot be used. I have requested a refund. I paid ****** CASH for these as I was told my Duke health insurance (*****) does not cover. I am out ******. I have been told that there is no way i will receive a refund b/c "it is a custom product." I feel the clinic has robbed me of ******. They say my only option is to keep getting them "adjusted" until it feels okay. No. I want to return the orthotics for a full refund. This is hwy robbery. I am an RN at Duke and this is absolutely unacceptable. I work 12 hour shifts. I want to return the orthotics and get a refund and go to another business. Further, the main office rep is very rude.
Business Response
Date: 01/02/2024
Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.

Customer Answer
Date: 01/03/2024
Complaint: 21066346

I am rejecting this response because: I would like to return item for full refund of $300. Thank you.

Regards,

*********************
Business Response
Date: 01/08/2024
We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally. Thank you
Customer Answer
Date: 01/09/2024
Complaint: 21066346

My understanding at this time (1/9 @ 3:08 pm) is that I may drop off the orthotics at the Hanger office. HOWEVER, I am being told that I will no receive a refund for at least 21 days. I paid $300.00 with a debit card - essentially cash. I would like to have the $300.00 be refunded to my debit card at the time I return the orthotics. This seems reasonable and appropriate.

Regards,

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

Initial Complaint

Date:12/12/2023

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 called Hanger in September looking for a full leg brace, I sent photos, explained what I needed. I was promised it would be resolved before the end of 2023. I called December 1st, just under 9 weeks from the initial time at the ****** location, no call from them, no followup. I was less than happy as if any changes were needed we probably would not be able to get it done this year. I do not understand how they think a brace is like ordering a necklace and whenever it arrives works for them. I need braces to walk, I have a life not composed of sitting at home waiting for them to work me in. If the job could not be done it should not have been taken in as a job. I told them I would fly anywhere to get this done right, I specifically asked for a lab, but it is not where I was sent, I was PROMISED I would be happy with a brace that I have never seen. I was promised on the first the brace would be available to be fitted on the 12th of December. A fitting on the 12th of December we MIGHT make the end of the year, but NOPE, no tracking no brace, rescheduled for the 18th. This brace needs shoes, the brace needs to be fitted, they have no right to promise what they can not deliver. I called both brace managers in ******* and in Washington and was told we can do this, yet when I called them 9 days ago I have had no response from them only from me. I built our house in 11 weeks I went from a foundation to a roofed house, yet they can not get a brace made in 11 weeks. They should not be in business if this is there answer, as they do not have enough help. You make an appointment to take in a car, if they can not fix it you can get a loaner, where do I go if you can not promise what you offered. This is a leg brace with 3 cuffs and leather, this is not rocket science. Had this been taken care of I had NO DEDUCTIONS ON MY MEDICAL INSURANCE, NOW IF I SIGN, but why should I be asked to sign before it is right, assuming it will ever be right. I do not understand why it is always about them if there is no ability to meet the deadline them walk away from the job.

Business Response

Date: 12/14/2023

Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.

Customer Answer

Date: 03/11/2024

Complaint: 20993672

I am rejecting this response because:

My experience is NOT going well. The brace I ordered WAS late, and arrived 2 weeks late. The day I was to try it on I tripped as I was leaving and chipped my elbow and injured a finger & toe, so we had our brace mailed to me. I finally tried it on after I could walk on the arm and get the swelling down and get my foot in the shoe. I am amazed at how far off we are and we have no plan from hanger as of yet. I called The ****** office 3 weeks ago Monday, had an appointment two weeks ago and delivered the brace. No one asked me to try it on, but I left it as I would need to gain 30 pounds for it to fit me. It does not appear to me it was ever looked at, buckles were in upside down, the back area of the brace was not even close, I asked for two areas to be looked at and both were made larger. I sent a series of photos were sent to ******. I called last week and it has not been addressed. It is now over 2 weeks and I again have heard NOTHING! As of today 8 days no repose! I do not know where we are or WHEN this will be resolved. It is not part of my job to farm out my current braces to another brace maker while I wait for hanger to get my brace right. Here are your feedback from your site: Research shows that people actively involved in their healthcare decisions are healthier and more satisfied. At the Hanger Institute, we help orthotic and prosthetic patients play a more active role in their care by creating programs, resources, and education that are guided by research and proven strategies for patient engagement. We collaborate with organizations to build experiences that are rooted in ensuring patients and their caregivers are provided with the tools to help them succeed. Through landmark research studies, the Hanger Institute for Clinical Research and *********************** with leading researchers and professionalsdevelops insights-based clinical programs designed to help patients meet their goals and improve their outcomes. Every day, our clinical teams utilize these innovative techniques to ensure the best possible care for each person we serve. I sent photos BEFORE we started, I told you what I was looking for and I was sent BY ************** to ******. When I called I had 2 months to get this resolved, as I was done this fall with work. Now, I am booked solid, unlike last fall and I have seen zero movement from Hanger when I had some time open. Someone get on this. It needs to be finished and DONE correctly. You, hanger clinic, have chosen to use a mail in service instead of a *****************, so that being said, lets get this done. I need someone to get this going as it does not appear to be of any importance to the ****** Clinic. I am not looking for an excuse I am looking to get this done. The leather work was very nice! **************************************

Regards,

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

Business Response

Date: 03/11/2024

AT this time, we are unable to provide any additional information due to HIPAA.

Initial Complaint
Date:08/18/2023
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 was given the run around regarding insurance. I was told that my product was not covered even after verifying with insurance that it was indeed covered. I was charged a deposit when insurance should have been billed first. I spoke with multiple people in billing and was told multiple stories as to why ******** wouldn't pay and that I had no choice but to pay for them out of pocket because they are custom. Filed a claim about my issues with insurance and was then contacted by two individuals from upper management who were extremely rude and unhelpful. ******************* called and insisted on arguing with me that the inserts were not covered and that they were awaiting a denial from my insurance even though the claim had already been approved and I could see it in my portal. ******************* told me that Hanger would love to give me something for free or for my small copay but thats not how it works. I am very upset with this treatment and highly offended. I have yet to receive a refund and will not be using hanger in the future. I wonder how many other ******** patients were wrongly charged. This is a disgrace.
Business Response
Date: 08/30/2023
The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.
Initial Complaint
Date:07/26/2023
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 went to see *************************** on August 11, ************************************ my 43 years of life it has never taken more than 2 to 3 months at the most to get a brand new prosthetic leg. Over the course of eight months, she started over two or three times, when my strap on my old leg was about to break I asked her to please fix it and she didnt have time. It broke and I missed work the next day. She did not know how to work my knee and had to look at the manual and gave me a tool myself so that I could work on it. I had to take my leg to my Old doctor in ********* ************** so that he could do some things that she could not. As of today on July 25, 2023 I still do not have a completed leg. My Family and I decided to move from Georgia back to **************. In April of this year because she could never fit me she decided to make a duplicate of my old leg because she was in such a hurry. The problem is that when my old leg was made I was about 12 to 13 pounds lighter so while it does fit me it does not fit my body now and its not as comfortable as it could be if she was able to fit me at the weight I am now. I took the copy of the leg that she made me to my doctor in ********* and he said that she didnt even trim the socket down so that it would fit me properly. So I paid thousands of dollars for something that is just a copy of what I got seven years ago. I have called them and filed complaints and not one person has called from Georgia to apologize to me and they ignore my calls. Not one person calls me and even wants to talk to me about it. I want refund of my money so that my doctor here in ********* who I trust and has done my legs for the last 10 years can make me a new socket. I have the knee And the foot and the liners. I just want my money back to get a new socket that fits my body now. Hanger clinic does not care about their patients nor do they empower anybody.
Business Response
Date: 07/28/2023
At Hanger we strive to provide the highest quality of customer service, and were sincerely sorry it is felt an experience has been contrary to that. The appropriate team will be reaching out directly to the reporter regarding this complaint due to HIPAA requirements that any patient information remain confidential.
Customer Answer
Date: 08/02/2023
Complaint: 20374876

I am rejecting this response because: of the following information: Hanger Clinic has been paid $26,000 in full to make my prosthetic leg that is still not completed. Medical Center Orthotics and Prosthetics in ********* provided an itemized invoice of what it would take to complete my leg. After communicating with *************************** with Hanger Clinic about the invoice she has been evasive about what they will pay and when they will pay. She stated that it may take some time before I will be reimbursed for whatever amount. In 2 weeks I will start teaching and will be standing all day. After doing my best to wear the old leg that I have outgrown it is going to be more difficult at my job. My current prosthetist has stated that my current knee could break at any moment. I explained to ***** today via email about needing the money so that my leg could be completed. I dont feel like this situation is being treated as a priority.

Regards,

*******************
Business Response
Date: 08/03/2023
The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.
Customer Answer
Date: 08/07/2023
Complaint: 20374876

I am rejecting this response because:
No one has contacted me in regards to my last complaint. Last I heard my refund would be given to me but it may take some time. I dont have time to wait on them as it will be a year since they started on my prosthesis. The leg I have now could break at any moment. The lack of urgency for this confirms that they do not care for their patients. It also is upsetting that no one higher ** in the company in Georgia has bothered to call and apologize to me for the horrible experience I have had. They still have not made it clear if they are going to pay what the cost estimate is from ************** Orthotics and Prosthetics in *********, **.
Regards,

*******************
Business Response
Date: 08/17/2023
The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.
Customer Answer
Date: 08/18/2023
Complaint: 20374876

I am rejecting this response because:
The fact that they copied and pasted the exact same statement from the last one proves that they do not care. Still, no one has contacted me, still do not have the refund, no one will return my emails or calls, and no one has told me the exact amount of refund I will get. It has nothing to do with privacy laws. Its just about money.
Regards,

*******************
Business Response
Date: 08/30/2023
The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.
Customer Answer
Date: 08/31/2023
Complaint: 20374876

I am rejecting this response because: these people really do not get it. They have no compassion, they do not care about their patients, issue is still not resolved, and I will continue to send these messages for the rest of my life if I have to. I will never ever go back to this company, and I will tell everybody that I can in my power to not go there as well. They do not treat you like a person, they only treat you as a number and as a bother. If this had been handled in a compassionate way with people calling me and acting like they care none of this wouldve happened.

Regards,

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

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