ComplaintsforA Step Ahead Prosthetics

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to A Step Ahead Prosthetics four years ago for a new socket ( the custom fit piece of my prosthetic). They agreed that they would provide me with their services and we began. I received the first socket in a timely fashion but I made it clear to the owner it did not fit properly. Shortly after this , the owner told me he would make me another one but only after getting another approval and compensation again from my insurance. They delivered the next socket to me and it was good for about six months when it broke in half inexplicably. I fell and hit the ground injuring my amputated leg which caused pain and swelling for some time after that. I was unaware at the time but it broke because of poor construction. After another trip to their location, they agreed to fix it in the same fashion and I went on my way. Not long after this point, the owner told me they were going to make another socket for me and this was after they got another approval from insurance and were compensated again. This socket ended up needing to be repaired as well ( developed a leak), and they gave it back to me. Sometime in 2022, this socket broke also in the same spot as the previous one. ****, the owner, informed me that it was the knee adapter that had broken again. He told me to use my other socket and soon after he got the authorization again from my insurance and made another socket with a different adapter this time. I took delivery of it in October of 2022 and right away I told his technician that something was wrong with it. This would lead to me making 10 trips to his location over the next year for help correcting the issues. This new socket was misaligned and has caused me severe pain in my lower back and hip as well as a lot of addition wear and tear on my good leg. After all of these trips to his shop, he told me to wear my old socket daily and keep this on as back up. Two months ago, that socket broke and I went back to him. He told me he won't do anything for me without another approval and more insurance money.

  Business response

  11/14/2023

  As a medical facility, HIPAA regulations prevent health care providers from replying to unsecured electronic communications.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  ************************************** From: ***************************************** To: ******************************: ***************** Fri, Nov 24 at 10:45 ** ***** ******* * **** *** *** * ********* ************ **** **** ******* ** ******** *** ********* *** **** *** ** * ******* ******** **** ****** ** ******* ** ** ** ***** ******** ** *** ******* ** *** *********** **** ******** ********* **** *********** *** ******* ** *** ******* *** *** ********* ** **** **** ***** ** **** *** ********** ** ********* **** *** ***** **** ********** ****** **** ** ********* ** **** *** * ***** ***** ** **** ********* **** **** **** *** **** *** *** ******* *** ** *** ******* *** ****** **** *** ************* ** ********* ** ********* ** ***** ** ** ****** *** ** * *********** ** * ******* ************* **** **** ****** *** ********** ** ***** ** ******** **** ****** ***** *** ***** *** ****** *** ********* *** * ***** **** ** *** **** *** ** *** ** ***** ***************** ************************************** ********** ******** This is the response I received from them after I filed the complaint with the BBB. They are admitting to making my prosthetic improperly ( for the four years I went to them) and pretending that they reached out to my insurance provider. They are saying they can't respond to you about my complaint because your platform isn't secure. That's laughable. They were paid over and over by my insurance and I am still without a prosthetic. I have been trying to contact the BBB for weeks now. I need this matter to be addressed immediately. Thank you, ***************************
  
  *****************************
  
  
  
  
   
  

*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. ↩