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Business Profile

Prosthetics

Sampson's Prosthetic & Orthotic Lab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Prosthetics.

Complaints

This profile includes complaints for Sampson's Prosthetic & Orthotic Lab's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sampson's Prosthetic & Orthotic Lab has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:05/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      1. Identity Mix-Up: On April 7th, 2022, I visited Sampson’s facility. Shockingly, they mistook me for my brother, who is also a patient. This initial error set the stage for a series of subsequent mistakes.
      2. Appointment Chaos: During an appointment, I was called into a room by a clinician who informed me they would be making a cast of my leg. Bewildered, I responded that I was not there for a cast. Dr. Sampson later clarified that there had been a mix-up, but not before I endured an hour of unnecessary waiting.
      3. Incorrect Repair Codes: The most alarming revelation came when I discovered that Sampson had submitted incorrect repair codes to my insurance company. They used codes meant for a below-knee amputation (BKA, L5701) instead of the appropriate above-knee amputation (AKA) codes (L5858). Consequently, my insurance denied coverage due to the mismatch between their notes and the actual procedure.
      4. Physical Discomfort and Misdiagnosis: The constant confusion between patients has caused me significant physical discomfort. The photos of my leg reveal not only the inadequacy of their treatment but also the impact on my overall health. During this time, I suffered excruciating pain not only in my leg but also in the right lower part of my back.
      5. Referrals and Dead Ends: Desperate for answers, I sought help from my primary care physician, who referred me to a vascular surgeon and a chiropractor. The vascular surgeon’s grim assessment was that amputation might be the only solution. Meanwhile, the chiropractor merely prescribed therapy, both ultimately directing me back to Sampson.
      6. Insurance Misinformation: On May 8th, I contacted Sampson’s office. Jacob informed me that the insurance company had authorized the repair, but my leg was inexplicably in Germany. The insurance company, however, contradicted this information when I spoke to them on May 22nd.

      Business Response

      Date: 06/14/2024

      Thank you for bringing this to our attention. Management will be made aware of this concern and reach to the reporter to discuss a resolution. If immediate attention is necessary, please contact our Patient Experience team at *********** (###-###-####) or at ****************************

    Sampson's Prosthetic & Orthotic Lab is NOT a BBB Accredited Business.

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