ComplaintsforHanger, Inc

Prosthetics

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Initial Complaint
10/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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 response
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
10/01/2024
Please allow the time for management to review and communicate findings.
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had services at Hanger Clinic 02/06/24. They had me pay $271.86 out of pocket. My insurance denied the claim because they needed medical records to be submitted. My insurance determined I should not be billed. My insurance had sent the request for medical records to ********************** but no response. I called hanger billing several times and the agents said they had requested the Hanger Livonia location to submit the medical records to my insurance. I had a second service at Hanger 02/22/24 and my insurance determined I owe hanger ******. I paid Hanger ****** on 02/22/24 leaving a balance of ****** which Hanger sent to collections. After the agents were supposed to place bill on hold pending when medical records would be sent to ************ insurance is unaware that I paid hanger $271.86 so that was not factored into my deductible, otherwise I wouldn't owe the ******.However, if Hanger submits the medical records for 02/02/24 charges of ******. I will only owe $78 and my insurance would pay the difference as I have met my deductible and hanger will owe me $193 which could be used to pay off the $****** they sent to collections.I would like hanger to submit the required documents to my insurance company and also remove the balance from collections.Thank you.
Business response
09/19/2024
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 response
09/19/2024
Complaint: 22301226

I am rejecting this response because:
My initial complaint has not been resolved. Hanger stated issue has been forwarded for resolution but that was the same response I got when I called the billing department. Yet, instead of resolving the issue, the bill was sent to collections.
I need Hanger to remove Bill from collections and place it on hold pending when they send medical records to my insurance.

Regards,

******* *******
Business response
09/23/2024
Hello,
Please allow the time frame for the team to provide resolution. Thank you in advance!
Customer response
09/28/2024
Better Business Bureau:

I appreciate your help. I have reviewed the response made by the business in reference to complaint ID ********. I received a call from Hanger stating they needed more time to resolve the issue but in the mean time the charges will be withdrawn from collections.
I agreed to give more time for complete resolution.
Thank you very much!

Regards,

******* *******
Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Made a prostetic leg, charged the state way before finishing it, processing ne the best. Then mad a leg with problems all the time, caused swelling of my *****, never had that issue.Pushed into accepting the leg "finished" saying try it , if it needs fixing we will do it. Unbearable pain, unable to use it, went back for them to fix it or make another good socket... he refused and said I needed to pay again for them to fix it. It is a shame they they take advantage of a disable person....I need my prostetic to be able to walk and they are cheating the state and me. Nobody should be allowed to do that to a person with disabilities. More than 5000
Business response
09/05/2024
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 have escalated your concern to appropriate management team for review and potential resolution.
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Prior to making an appointment with the clinic for custom orthotic inserts the clinic stated they needed my insurance information so they could give me an estimate for services. They told me after reviewing my insurance it would only be a $60 copay due at pick up as my insurance would cover the rest. Once I paid my $60 and received my inserts I thought it was over. A month later I receive a bill for $340.89 that shows my insurance company didnt pay for anything. After talking with a very rude customer service *** from their payment department, I was put in contact with **** from the ***************** who was going to look into it further. Apparently they never ran my insurance (verified through calling my insurance to ask) just saw the type I had an assumed. **** called and left a voice message with my wife stating: this is **** at Hanger clinic in **********. We. Just here in the office Kind of give you guys a Obviously, a discount I'll say the mixup but your insurance company not cooperating with us Obviously, you're not in a big way so Girls were kind enough to knock this down Payments gonna be $250 that you guys have already paid $60 and So the remaining balance will be $189.85 And Total price of $250. Our normal out-of-pocket Price for customer thought Are not covered by the insurance and you just wanna pay out-of-pocket That would be 3 00 and I actually knocked down Hopefully, that will help you guys out takes the bill down almost 100 Yes, so hopefully that helps out. thanks so much Have a good day bye-bye Knocking the total price to $200 when its typical $300 isnt helping me out when I was told it would be $60. This is not something we budgeted for and would never have agreed to. I would have cancelled the appointment and continued using over the counter inserts. I feel lied to and taken advantage of. At this point I dont want the inserts and would prefer a full refund and just to return the inserts. If that is not possible, I would like a $0 balance.
Business response
09/04/2024
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. This concern will be escalated to the appropriate management team for potential resolution.
Customer response
09/04/2024
Complaint: 22228431

I am rejecting this response because: they only responded that they are just escalating and there has been no action on their part at time of review.

Regards,

*******************
Business response
09/06/2024
This is the response from management:

From: ********************* <**********************************>
Sent: Thursday, September 5, 2024 11:39 AM
To: ******************************** *********** <***********************************************>
Subject: RE: [EXTERNAL] New Complaint - Case # ******** - Morgantown, WV - ******* Host

*****, after speaking with my AOM we have decided to write off the remaining balance for the patient. I did call and leave a message informing him of this. Acknowledging our girls do a great job in the office and provide accurate, transparent insurance information as they know it. Thanks ****
Customer response
09/06/2024
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
08/19/2024
Complaint Type:
Product Issues
Status:
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.
My ortho ordered a "orthotic with lateral wedge to offload fracture site". After several days of wearing them, I was unable to walk. My ortho said they were not at all what she ordered. They had NO lateral wedge and in fact loaded pressure directly onto my fracture site. I now have to have surgery to remove the pin placed in the fracture because it became so irritated by the mis-made orthotics. She has called the clinic and I have called the clinic multiple times to try to return the orthotics. They refuse to accept a return.Also, I signed a cost estimate for $80. When I picked up the orthotics, I confirmed my insurance approved the claim so the cost estimate was correct. Then they billed $467 stating ******** denied the claim. The billing office says the clinic would have known the claim would be denied since ******** does not cover orthotics.I tried to return them. Billing tells me only the clinic can accept a return. The clinic tells me they will not accept a return but that I can let them re-make the orthotics. However, an orthotic is no longer an option for me since they injured my foot and I now require surgery. The clinic further tells me only the billing office can reverse the charges and stop the bill from progressing to collections, but the billing office will only do this if the clinician accepts the return which he says he will not under any circumstances. 1) I do not want to be financially responsible for an orthotic that is unusable, injurious, and not made to the orthopedists orders. I want the bill forgiven. I never received the orthotic my doctor ordered.2) This feels like a scam they do to patients all the time. The billing person knew the charge was not covered, yet the clinic not only didn't tell me but actually lied to my face that insurance had verified they would cover it. Patients should be warned of this business's shady practices.********************* is the manager / provider. ******* is the billing person I spoke with most recently
Business response
08/20/2024
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 ensure to forward to the proper management group to review and address appropriately. ***** from Hanger Clinic
Customer response
08/22/2024
Complaint: 22154996

I am rejecting this response because:
This response fails in every way to address my needs for an official written complete dismissal of the bill for the orthotic my doctor ordered which the company failed to provide me.
I was not contacted by the clinic at all to resolve this issue. Instead, I had to ask the hospital to contact the clinic a third time and speak with their *** there. I was subsequently told by that *** to return the orthotics to the clinic which I did. However, as of today, the billing service says my account still shows $467 due for those orthotics and the clinic has not showed the orthotics as returned in their system. I was told to call the clinic and request they fix this and provide me proof that the bill has been dismissed, but again, they aren't answering their phone.

Regards,

*******************************
Business response
08/23/2024
From: **************************;
Sent: Friday, August 23, 2024 2:57 PM
To: *************************************************;
Subject: RE: *******************************

I have contacted the patient via phone and discussed her complaint. I have agreed to return the devices and will have a statement sent to her reflecting a $0 balance.

***************************, *** CPO
Regional Vice President

Hanger Clinic
***********/***********
Customer response
08/25/2024
Complaint: 22154996

I am rejecting this response because:
it does nothing to address my concerns. Still awaiting actual action. Now in the form of a written verification that all charges have been dismissed.

Regards,

*******************************
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
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.
Received a referral to go to Hanger Clinic for prosthetic shoes. On May 2, 2024, went to the clinic for orthotic measurements for custom shoes for bone spurs. When it came time to pay, they informed me that the credit card machine wasnt working and couldnt charge my credit card that day. They had to call me the following day to complete the transaction over the phone 5/3/24. On 5/28/24 I was supposed to pick up the shoes and get the receipt but they called me and canceled my appointment due to the shoes not arriving. I requested the receipt but they stated they will give it to me when I get my shoes. According to my credit card bill, the transaction payment posted 5/6 for $261.00. I still havent received a receipt or a tracking number. I am still calling and asking about when my shoes will come and they stated they dont know. I requested for a refund and they said they cant issue one because it is the factory problem and not theirs. The employees began to yell at me and say I didnt pay and say dont you understand what Im saying to you. I asked how to contact the company and they stated they dont know how to. They were rude and refused to assist me. I contacted the factory company about my shoes and a refund but they said I had to deal with the clinic as its their issue to resolve not theirs. The credit card statement shows the charge for the corporate factory site. Due to continuous issues with this company I would like a refund as I have yet to receive my orthotic shoes.
Business response
07/29/2024
Thank you for letting us know about this concern. We are notifying management of the situation and asked that they reach out to discuss further. If immediate action is needed, please contact our patient experience team directly at 877-4HANGER *************) or at *************************************************************
Initial Complaint
07/15/2024
Complaint Type:
Billing Issues
Status:
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.
I went to hanger because my foot was hurting.I had bought an insert from them.So I was trying to see if they need to do some adjustment.The professional said he will consult with other professionals and let me know.Then they called me in and said I needed another kind of insert that will help me walk and they will work with my insurance so insurance will pay it..Then they called my phone and said they couldnt get in touch with my orthopedic doctor to get approval because he has moved so they wanted me to get it through my family doctor.I did that.Then after a month they called me in and said my insert is ready.I need to come and pick it up.I was surprised and went and try that on and while checking out they hand me a bill of 687 .I asked they they didnt get my approval to order it.I cant pay the amount.They said its customized so I have to keep it.I said if they had told me about it I was going it say I dont need it.I was in the impression that my insurance will cover it 100%.How did they order it without asking?Even if my insurance didnt pay because my deductible have not met I still needed to know.Its a huge amount of money that I have to come up with.I went back and told them the same thing they said they cant do anything about it.They will work with me to make a payment plan.But the thing is its still a huge amount I have to pay.If I had known I wouldnt have ordered.They said it was a mistake they didnt call me and told me about the money before they ordered.They are sorry about it but they cant do anything.I still have to pay.
Business response
07/15/2024
Many thanks for sharing this feedback. Im so sorry to hear your experience was not in line with our standards of providing the best possible care and customer service to all of our patients. If you would like to email me directly at ************************************************************* Im happy to look into this for you ASAP.
Customer response
07/17/2024
Complaint: 21987548

I am rejecting this response because:they havent done anything to take care of my complaint.

Regards,

*********************************
Business response
07/17/2024
The proper management team is in the review status of your complaint. Please allow the time necessary for a decision.
Customer response
07/24/2024
Complaint: 21987548

I am rejecting this response because:

I havent heard anything from the business yet.

Regards,

*********************************
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
In March of this year my wife, ***** had a brace made by our local Hanger Clinic. On the 29th of March my wife received her brace and paid her share of the cost ($108.21). The secretary was having trouble with the card reader and mistakenly charged my wife twice ($216.42). A few days after this happened we became aware of the overcharge and returned to the clinic to make them aware and resolve the matter. At that time they contacted the ******, ************ and we were told that the amount would be put back on her credit card. That never happened and we returned to the clinic where they again contacted ****** and we were told that they would send a check. That never happened, ****** was contacted and we were again told that they would send a check. Today is July 1st and we still haven't been reimbursed. We would like the $108.21 returned to us ASAP.
Business response
07/02/2024
Thank you for bringing this concern to our attention. At this time, we have escalated to the appropriate team to investigate and offer resolution. ***************************** ***********
Customer response
07/02/2024
Complaint: 21924883

I am rejecting this response because the response given only says that they have assigned someone to look into the matter, it doesn't say that they are reimbursing the amount that was double charged. I will wait to hear from them with their explanation of the action that they will take. I expect the overcharged money to be refunded.

Regards,

*******************
Business response
07/02/2024
At the present time, matter has been resolved and refund has been issued. Receipt has been sent to patient.
Customer response
07/03/2024
Complaint: 21924883

I am rejecting this response because: We received a receipt on July 2nd from Hanger Clinic saying that they have refunded the $108.21 overpayment to my wife's credit card, when we checked on July 3rd it was not there. Until the money is refunded the issue is not resolved.

Regards,

*******************
Initial Complaint
06/04/2024
Complaint Type:
Billing Issues
Status:
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.
I got a per of shoes that from day one I had told them to make sure that i will not have to pay out of my pocket , I even had to cancel the order twice ,due to out of pocket cost, finally they call me and told me it $0 deductible and I ask them ,are you sure, they said yes, and now they are telling me that I have a deductible and they are refusing to take the shoes back, I am not happy with shoes and would like to return them and they need to clear my account to $0 balance.
Business response
06/05/2024
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 response
06/05/2024
Complaint: 21641672

I am rejecting this response because: I called them and they told me they can not find my complain letter however they will look in to it and get back to me sometimes , which there were no date indicate that when they will respond, therefor I will have to continue my complain until Hanger clinic to resolve this matter.

Regards,

*******************************
Business response
06/05/2024
Your original complaint was found, and the duplicate complaint closed. No need to submit any other concerns as it is in the hands of your regions management.

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