ComplaintsforPrecision Orthotics & Prosthetics, LLC

• Initial Complaint

  10/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to POP Prosthetics on 10/4/21 at 3:50pm for a 20-30(mmHg) thigh compression sock that I needed for an appointment. On 10/5/21 at 8:15am I got a phone call, that the appointment was canceled and I didn't need the compression sock. So I called POP Prosthetics immediately (less than 24 hours) and explained what happened and to solve this issue and return my $110 compression sock that had not been open. After explaining the situation they did not and would not accept a return. They say and I qoute On POP Prosthetics website "POP is dedicated to providing the highest quality of patient care in the most cost efficient and timely manner possible." After that phone call I researched and found multiple companies that sell the exact compression for $35 cheaper for a total of $74.12 with 45 day return policy. What they state and how they treat their customers is horrible, especially in devastating pandemic!

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2021/10/07) */ On October 4, 2021 ****** ****** came into our clinic with a prescription from Dr. *** **** for compression stockings. Patient has un-met deductible with his insurance, and had to come out of pocket for his compression stockings (due to his un-met deductible). Patient also signed a delivery acknowledgment that states we do not accept any returns or grant refunds. Consumer Response /* (3000, 7, 2021/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) POP Prosthetics this is not an issuance issue. I chose to shop local at POP but in return all they do is mark up their compression stockings by 30 plus percent and don't provide refunds. You can go to other local stores or go online without a doctors note or prescription and get the compression stocking for much cheaper (with refunds up to 45-180 days) and saves the hassle and the lie of their mission statements that they have on their website. They are not for the community, they do not provide low prices and I don't know a family owned business that charges extremely higher prices with zero customer and operates with this type of behavior. When I checked out I was given a receipt and "Patient Financial Responsibility" form to sign and no where on that document does it say "I acknowledged delivery nor does it state they do not except refunds or exchanges." I can provide that document if needed. When I called first thing next morning their own employee did not know about refund stautus or what to do and had to go to higher management (pull the phone recording). Business Response /* (4000, 9, 2021/10/22) */ This complaint has been researched, the delivery acknowledgment form signed by the consumer does include a "No refund" statement. As a Durable Medical Equipment Supplier a Physician RX is required for us to dispense any item from our location. This is a CMS requirement and per our accreditation guidelines. Consumers certainly have the option to purchase an item such as this elsewhere that may not be held to the same requirements we are. We hope this information provides some clarity on the guidelines and standards we are held to as a DMEPOS Supplier. This situation and the events that occurred are outside of usual circumstances when an item is provided and the consumer contacts us shortly after accepting delivery. To resolve the issue, attempts have been made in the last several days to contact the consumer with no response. POPS is issuing a full refund to the consumer and apologize for this misunderstanding.

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