Complaints

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:03/22/2024

  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.

  In 2019 both knees had total knee replacements. Both failed, one had flexion instability and the other had tibial baseplate loosening. Both knees had revision surgeries. In 2020 and 2021. In 2022 I had an Open Synovectomy with Polyethylene Exchange. These also have failed I am again scheduled for the first knee revision April 25th and again soon after for the second one.; which will be scheduled depending on how my healing goes from April 25th. This will make surgeries number 8 and 9 for my knees. I also had to have shoulder surgery due to falling after my knees locked up and I fell. I also had lysis of adhesions and manipulation under anesthesia for my knees. Ive taken physical therapy for a long time as I am in constant chronic pain, both knees lock up and I fall and so with me being disabled with Multiple Sclerosis and the instability and flexion issues still occuring; I fall. Ive had nerve ablations, medications . and steroids. I have swelling, inflammation and crepitus severely. I've been told this is a product liability situation. Can you help me? My voice needs to be heard; and the consumer needs to be protected and kept from harm . Zimmer Biomet has had multiple lawsuits over the Persona knee system. I have contacted them and also the *** concerning the Persona knee system. I've also reached out to many attorneys but since my knee replacements and revisions wasn't one that was recalled; No one will help / represent me in my case or claim against Zimmer Biomet. I'm just one single voice against a multi billion dollar business. I need help.Thank you so much;Sincerely,***************************

  Customer Answer

  Date: 03/25/2024

  My response to my complaint is to have Zimmer Biomet communicate with me concerning my claim with them. I do feel the need to have this investigated and have my voice heard and I also feel that ******** and ********** Blue Shield should be reimbursed and  I should be compensated  for the pain, suffering, anxiety I have been under since 2019. 

  Customer Answer

  Date: 03/25/2024

  I received a message asking me to respond to Complaint ******** and to offer my expectations in this case. I am not sure I answered correctly. I do feel that ******** and BC/BS should be refunded what they paid in amounts for medical expenses they paid since the knee implants had to be done over; I also feel that an investigation should be done to ensure the safety and effectiveness of these implants and I feel I should be compensated for pain; suffering; and anxiety I did go through and still am experiencing because of these knee implants. I completely feel strongly that Zimmer Biomet reach out to me and communicate with me concerning my case and claim.  Thank you for you attention to this matter. 
  ***************************
  

  
  

  

  Business Response

  Date: 04/18/2024

  Hello,

  Attached is a letter that was submitted to the patient on April 17, 2024, via postal mail as part of our standard complaint process when requested. 

  If any additional information is needed, please reach out.

   

  Thanks,

  Shannon 

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because:
  
  The info on this report is inaccurate. The 1st total knee replacement was the left knee on 7/1/19 then followed by the right total knee replacement on 10/30/19. Due to flexion instability and numerous other problems the left knee had a revision done on 11/9/20 and because of a premature loose tibial baseplate on the right knee that also had a revision surgery done. The Open Synovectomy with Polyethylene Exchange was done on 5/26/22. I am now scheduled again for another revision on 4/25/24 for the right knee with the left knee revision to follow soon after. If Zimmer would like the medical records on these procedures that can be arranged. I only ask for a release of information list as to who will receive the records. Zimmer was previously told this. I don't agree with their interpretation of all these procedures; this is not acceptable for a company of their caliber to have this many failures. I would hope they stand by what they produce and claim to be effective in the knee implant industry. So far all I see is them trying to silence me and have me go away. For myself I cannot do this and for possible countless others I will not . Thank you

  Sincerely,

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

  

  Business Response

  Date: 04/22/2024

  ******,
  
  I'm a Sr. ********* for Zimmer Biomet and this matter has been forwarded to me for handling.  Zimmer Biomet takes patient complaints seriously and we want to do our best to resolve any issues.   Our normal process is to work directly with the patient to obtain medical records and enter them into the claims process for review of settlement.   In order to start the claims process, we will need all medical records.  After we have reviewed the medical records, as well as knowing exactly what the patient is looking for, we will review the matter and if accepted, work on a resolution.  However, please note that compensation is not guaranteed.  Lastly, in order for the claims process to be completed, all revision surgeries must be completed.   With that being said, I would like to get a claim opened to start the process, even though I understand the patient still has at least one revision surgery scheduled.   Can you please provide me with basic information such as implant date, revision date, components used, catalog & lot numbers, as well as any and all medical records.   In addition, it would be helpful to understand what the patient is looking for in order to resolve this matter.   If you would like us to work directly with the patient per our normal process, please provide contact information.
  
  Thanks!

  ***************************
  Sr. *********
  Legal Affairs Litigation
  Direct: *************************
  Mobile:************
  **************************************************

  Customer Answer

  Date: 04/25/2024

   I am rejecting this response because:
  
  Please see attached documentation. 
  
  Just wanted to let you know I tried to send info via my phone but there seemed to be a glitch so I'm sending you the info I have that is pertinent to my claim. 
  
  I have a revision surgery in a couple of hours...but if there's anything else you need I'll take care of it when I get home in a few days.
  
  I also sent Zimmer Biomet a copy of what you've received; ***************************.
  
  Have a great day,
  
  ***************************
  *********** S
  Saint ***** 56081
  ************ 
  ********************* 
  

  
  

  

  Business Response

  Date: 05/10/2024

  Skylar, 

  Please be advised that we have reached out to the patient directly to advise of our claims process.   The patient has responded and provided medical authorization forms in which we will need to use to obtain medical records.    Medical facilities typically take 30 to 90 days to provide medical records.   Once we have obtained all medical records, we will review the claim and assess whether we can offer a settlement of compensation to the patient.   

  If you have any additional questions, please let me know

  Thanks

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

  Sr. Paralegal
  Legal Affairs Litigation

  Customer Answer

  Date: 05/14/2024

   I am rejecting this response because: I would like to know who will have access to my medical records. I've had one of the revision surgeries on April 25, 2024 and will not be having the other one until August 2024 at the earliest. At this time I'm undergoing extensive physical therapy.