ComplaintsforHanger Clinic

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for my brace on January 19, 2024 and have not received it. Staff has neglected to provide me with a managers name and EIN number so that I can file formal complaints. Advised staff that I want my property back and a refund. Staff is not cooperating and won't give me the information requested.

  Customer response

  04/28/2024

  I have heard from someone (refused to provide their name) at the business but the issue hasn't been resolved as of yet. 

  Business response

  05/13/2024

  This patient took delivery and signed a validation of receipt for this device on January 18th, 2024. He paid $325.89 via Mastercard for his device on this date that he received. On January 25 2024, he returned to the clinic claiming that our custom device, exclusive to our company, that we designed, was fabricated incorrectly. This was the second of this type of device that he received. He specifically wanted this device due to the outstanding outcome he experienced with the first device. However, the second device anterior measurement was in fact different than the original, an easy mistake, due to the fact that they were fabricated months apart. The device was under our warranty, so we took the device back from the patient to have it re-fabricated. This was a custom laminated device, made in another lab, in a different part of the country. The device had to be mailed to that facility, re-fabricated, and then returned to us. We received the device back from our fabrication facility on April 11, 2024. During which we reached out to this patient 4/18, 5/9 via phone without successfully connecting with the patient. We did receive messages from our after hours messaging system from the patient, once those messages were returned during business hours, we finally got him scheduled to come pick up his adjusted device today 5/13/24. The patient took delivery of his re-fabricated device today 5/13/24 at 8:21am. An optimal fit was achieved, we performed minor adjustments per his request. He left satisfied with the fit and function of the device. He left wearing both devices we provided for him. 

  Customer response

  05/20/2024

   I am rejecting this response because:
  The majority of the staff's response is either inaccurate or irrelevant, I have records to back everything up. The reason that I need or want this brace has nothing to do with anything, so I'm not sure why they felt the need to disclose that and other information in this response.

  They made a mistake and had to fix it. There was a breakdown on their part in communication and getting my brace back to me. They only started cooperating AFTER I filed a complaint with the BBB.

  I've wasted time, money and energy due to their incompetence. For example; Not letting me know that my appointment needed to be rescheduled and then I drive an hour to said appointment just to hear this news.

  No initiative has been taken to make things right. 

  I never received information that I requested.

  If the clinic doesn't feel I deserve a refund for my troubles, then I would like to see a copy of their policy regarding refunds.

  I'm currently making a video with more detailed information that will be available soon if further responses are needed.

  
  

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