ComplaintsforHanger, Inc

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Myself and another amputee have been denied services by ************* after leaving a 5 star review that praised the medical staff and warned of a negative experience with the billing department. We were told (by the site manager) to remove the review. If we didn't remove the review we would not be able to return for urgent medical attention nor for any other reason. Our future appointments were cancelled. Even after the 5 star review was removed, we were not allowed an appointment nor was any further progress attempted for authorization with neither of our insurance companies.

  Business response

  02/26/2024

  Thank you for the notification of this concern. We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally. Thank you

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16,2023 I went to the ******** office of Hanger. I had a referral from ****** Permanente. My account number is ******. The encounter number is #******. I have gotten diabetic shoes and orthotic inserts from Hanger for several years. The biggest problem with my feet is that my arches turn in quite dramatically, My one request was that they make the orthotic inserts exactly.the same way as the old ones, they had a very high arch support.The clinician ********************* suggested I try a new type of shoe ( I have been wearing Dr ******* shoes) A I agreed to try Asics shoes more of f athletic shoe. I did not pick up the shoes and orthotic inserts until December 20th because I had a total knee replacement December 20th because it is a long walk into the Hanger Clinic. When I picked up the shoes and orthotic inserts I noted right away they were not the same as my old orthotics. **** assured me they would work. There is a break in period with new orthotics I tried them for 2 hours the 1st day. They caused me to develop severe cramps in my legs. I tried the shoes the next day and again I developed leg cramps. I tries a third day with the same results. SO I went back into hanger Clinic. The new orthotic inserts had a ********** around the back and sides of the orthotics which held my feet in only one position. This is what was causing the cramps.**** suggested I go back to the old Dr ******* shoes and I agreed. The he took the new orthotics and cut off the ********** around the back and sides of the orthotics. This resulted in the arch support part of the orthotic to be very floppy offering no support to my arch. After wearing them home from the clinic the arch had flopped over completely and I was walking on it. I packed up the orthotics and sent them back to the Hanger Clinic. I again included an old orthotic which demonstrated how they should be made. I have heard nothing from the clinic and they received them 2 weeks ago. They mailed the New Dr. ******* shoes to me, but they are are useless because I do not have the orthotics to put into the shoes which is the whole point of the shoes and orthotics.I would like Hanger to replace the hacked up orthotics with ones that have the rigid arch support minus the extra ********** put onto the first ones. Of course I have not worn the Dr. ******* shoes and went back to wearing the shoes and orthotics from last year.

  Business response

  02/20/2024

  Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Duke Orthopedic MD referred me to Hanger Clinic for Orthotics. Orthotics made and upon receipt were very painful to my left foot (which had been injured, hence the referral for the orthotics). I returned to the clinic and adjustments were made to the orthotics. The orthotics continue to cause pain and are not wearable. I attempted to build up time wearing them to "get use to them" and understood that this may take time. The left orthotic is still very painful and cannot be used. I have requested a refund. I paid ****** CASH for these as I was told my Duke health insurance (*****) does not cover. I am out ******. I have been told that there is no way i will receive a refund b/c "it is a custom product." I feel the clinic has robbed me of ******. They say my only option is to keep getting them "adjusted" until it feels okay. No. I want to return the orthotics for a full refund. This is hwy robbery. I am an RN at Duke and this is absolutely unacceptable. I work 12 hour shifts. I want to return the orthotics and get a refund and go to another business. Further, the main office rep is very rude.

  Business response

  01/02/2024

  Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away. 
  
  

  Customer response

  01/03/2024

  Complaint: 21066346
  
  I am rejecting this response because: I would like to return item for full refund of $300. Thank you.
  
  Regards,
  
  *********************

  Business response

  01/08/2024

  We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally.  Thank you

  Customer response

  01/09/2024

  Complaint: 21066346
  
  
  My understanding at this time (1/9 @ 3:08 pm) is that I may drop off the orthotics at the Hanger office. HOWEVER, I am being told that I will no receive a refund for at least 21 days.  I paid $300.00 with a debit card - essentially cash. I would like to have the $300.00 be refunded to my debit card at the time I return the orthotics.  This seems reasonable and appropriate.  
  
  Regards,
  
  *********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Hanger in September looking for a full leg brace, I sent photos, explained what I needed. I was promised it would be resolved before the end of 2023. I called December 1st, just under 9 weeks from the initial time at the ****** location, no call from them, no followup. I was less than happy as if any changes were needed we probably would not be able to get it done this year. I do not understand how they think a brace is like ordering a necklace and whenever it arrives works for them. I need braces to walk, I have a life not composed of sitting at home waiting for them to work me in. If the job could not be done it should not have been taken in as a job. I told them I would fly anywhere to get this done right, I specifically asked for a lab, but it is not where I was sent, I was PROMISED I would be happy with a brace that I have never seen. I was promised on the first the brace would be available to be fitted on the 12th of December. A fitting on the 12th of December we MIGHT make the end of the year, but NOPE, no tracking no brace, rescheduled for the 18th. This brace needs shoes, the brace needs to be fitted, they have no right to promise what they can not deliver. I called both brace managers in ******* and in Washington and was told we can do this, yet when I called them 9 days ago I have had no response from them only from me. I built our house in 11 weeks I went from a foundation to a roofed house, yet they can not get a brace made in 11 weeks. They should not be in business if this is there answer, as they do not have enough help. You make an appointment to take in a car, if they can not fix it you can get a loaner, where do I go if you can not promise what you offered. This is a leg brace with 3 cuffs and leather, this is not rocket science. Had this been taken care of I had NO DEDUCTIONS ON MY MEDICAL INSURANCE, NOW IF I SIGN, but why should I be asked to sign before it is right, assuming it will ever be right. I do not understand why it is always about them if there is no ability to meet the deadline them walk away from the job.

  Business response

  12/14/2023

  Many thanks for letting us know about this concern. Were so sorry to hear that it is felt an experience did not meet expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have reached out to the appropriate management team members and asked that they contact the reporter to discuss further. For immediate assistance please email ************************************************************ or contact our Patient Experience team at 877-4HANGER *************) so we can look into this for you right away. 
  
  

  Customer response

  03/11/2024

  Complaint: 20993672
  
  I am rejecting this response because:

  My experience is NOT going well. The brace I ordered WAS late, and arrived 2 weeks late. The day I was to try it on I tripped as I was leaving and chipped my elbow and injured a finger & toe, so we had our brace mailed to me. I finally tried it on after I could walk on the arm and get the swelling down and get my foot in the shoe. I am amazed at how far off we are and we have no plan from hanger as of yet. I called The ****** office 3 weeks ago Monday, had an appointment two weeks ago and delivered the brace. No one asked me to try it on, but I left it as I would need to gain 30 pounds for it to fit me. It does not appear to me it was ever looked at, buckles were in upside down, the back area of the brace was not even close, I asked for two areas to be looked at and both were made larger. I sent a series of photos were sent to ******. I called last week and it has not been addressed. It is now over 2 weeks and I again have heard NOTHING! As of today 8 days no repose! I do not know where we are or WHEN this will be resolved. It is not part of my job to farm out my current braces to another brace maker while I wait for hanger to get my brace right. Here are your feedback from your site: Research shows that people actively involved in their healthcare decisions are healthier and more satisfied. At the Hanger Institute, we help orthotic and prosthetic patients play a more active role in their care by creating programs, resources, and education that are guided by research and proven strategies for patient engagement. We collaborate with organizations to build experiences that are rooted in ensuring patients and their caregivers are provided with the tools to help them succeed. Through landmark research studies, the Hanger Institute for Clinical Research and *********************** with leading researchers and professionalsdevelops insights-based clinical programs designed to help patients meet their goals and improve their outcomes. Every day, our clinical teams utilize these innovative techniques to ensure the best possible care for each person we serve. I sent photos BEFORE we started, I told you what I was looking for and I was sent BY ************** to ******. When I called I had 2 months to get this resolved, as I was done this fall with work. Now, I am booked solid, unlike last fall and I have seen zero movement from Hanger when I had some time open. Someone get on this. It needs to be finished and DONE correctly. You, hanger clinic, have chosen to use a mail in service instead of a *****************, so that being said, lets get this done. I need someone to get this going as it does not appear to be of any importance to the ****** Clinic. I am not looking for an excuse I am looking to get this done. The leather work was very nice! **************************************

  
  
  Regards,
  
  **************************************

  Business response

  03/11/2024

  AT this time, we are unable to provide any additional information due to HIPAA.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given the run around regarding insurance. I was told that my product was not covered even after verifying with insurance that it was indeed covered. I was charged a deposit when insurance should have been billed first. I spoke with multiple people in billing and was told multiple stories as to why ******** wouldn't pay and that I had no choice but to pay for them out of pocket because they are custom. Filed a claim about my issues with insurance and was then contacted by two individuals from upper management who were extremely rude and unhelpful. ******************* called and insisted on arguing with me that the inserts were not covered and that they were awaiting a denial from my insurance even though the claim had already been approved and I could see it in my portal. ******************* told me that Hanger would love to give me something for free or for my small copay but thats not how it works. I am very upset with this treatment and highly offended. I have yet to receive a refund and will not be using hanger in the future. I wonder how many other ******** patients were wrongly charged. This is a disgrace.

  Business response

  08/30/2023

  The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to see *************************** on August 11, ************************************ my 43 years of life it has never taken more than 2 to 3 months at the most to get a brand new prosthetic leg. Over the course of eight months, she started over two or three times, when my strap on my old leg was about to break I asked her to please fix it and she didnt have time. It broke and I missed work the next day. She did not know how to work my knee and had to look at the manual and gave me a tool myself so that I could work on it. I had to take my leg to my Old doctor in ********* ************** so that he could do some things that she could not. As of today on July 25, 2023 I still do not have a completed leg. My Family and I decided to move from Georgia back to **************. In April of this year because she could never fit me she decided to make a duplicate of my old leg because she was in such a hurry. The problem is that when my old leg was made I was about 12 to 13 pounds lighter so while it does fit me it does not fit my body now and its not as comfortable as it could be if she was able to fit me at the weight I am now. I took the copy of the leg that she made me to my doctor in ********* and he said that she didnt even trim the socket down so that it would fit me properly. So I paid thousands of dollars for something that is just a copy of what I got seven years ago. I have called them and filed complaints and not one person has called from Georgia to apologize to me and they ignore my calls. Not one person calls me and even wants to talk to me about it. I want refund of my money so that my doctor here in ********* who I trust and has done my legs for the last 10 years can make me a new socket. I have the knee And the foot and the liners. I just want my money back to get a new socket that fits my body now. Hanger clinic does not care about their patients nor do they empower anybody.

  Business response

  07/28/2023

  At Hanger we strive to provide the highest quality of customer service, and were sincerely sorry it is felt an experience has been contrary to that. The appropriate team will be reaching out directly to the reporter regarding this complaint due to HIPAA requirements that any patient information remain confidential.

  Customer response

  08/02/2023

  Complaint: 20374876
  
  I am rejecting this response because: of the following information: Hanger Clinic has been paid $26,000 in full to make my prosthetic leg that is still not completed. Medical Center Orthotics and Prosthetics in ********* provided an itemized invoice of what it would take to complete my leg. After communicating with *************************** with Hanger Clinic about the invoice she has been evasive about what they will pay and when they will pay. She stated that it may take some time before I will be reimbursed for whatever amount. In 2 weeks I will start teaching and will be standing all day. After doing my best to wear the old leg that I have outgrown it is going to be more difficult at my job. My current prosthetist has stated that my current knee could break at any moment. I explained to ***** today via email about needing the money so that my leg could be completed. I dont feel like this situation is being treated as a priority. 

  
  
  Regards,
  
  *******************

  Business response

  08/03/2023

  The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.

  Customer response

  08/07/2023

  Complaint: 20374876
  
  I am rejecting this response because:
  No one has contacted me in regards to my last complaint. Last I heard my refund would be given to me but it may take some time. I dont have time to wait on them as it will be a year since they started on my prosthesis. The leg I have now could break at any moment. The lack of urgency for this confirms that they do not care for their patients. It also is upsetting that no one higher ** in the company in Georgia has bothered to call and apologize to me for the horrible experience I have had. They still have not made it clear if they are going to pay what the cost estimate is from ************** Orthotics and Prosthetics in *********, **. 
  Regards,
  
  *******************

  Business response

  08/17/2023

  The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.

  Customer response

  08/18/2023

  Complaint: 20374876
  
  I am rejecting this response because:
  The fact that they copied and pasted the exact same statement from the last one proves that they do not care. Still, no one has contacted me, still do not have the refund, no one will return my emails or calls, and no one has told me the exact amount of refund I will get. It has nothing to do with privacy laws. Its just about money.
  Regards,
  
  *******************

  Business response

  08/30/2023

  The situation is being reviewed internally by the appropriate team(s). We will be reaching out directly to the reporter regarding this complaint, but due to HIPAA requirements any detailed information must remain confidential.

  Customer response

  08/31/2023

  Complaint: 20374876
  
  I am rejecting this response because: these people really do not get it. They have no compassion, they do not care about their patients, issue is still not resolved, and I will continue to send these messages for the rest of my life if I have to. I will never ever go back to this company, and I will tell everybody that I can in my power to not go there as well. They do not treat you like a person, they only treat you as a number and as a bother. If this had been handled in a compassionate way with people calling me and acting like they care none of this wouldve happened.
  
  Regards,
  
  *******************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having spinal surgery on June 26, 2023 I was provided a back brace from a company named HANGER CLINIC on June 28, 2023, *****(sales rep) whom measured me for the brace on June 27, 2023 had me choose a pattern to go onto the brace and NEVER explained that the coloring will bleed through. As you can tell by the pictures, it's all over my car seats and clothing. I called both the local office and Head quarters. The ** said that Hanger doesn't tell the cons of their products only the pros. The local office says if the brace fits, they don't make any other adjustments and offered a couple solutions that ******* not resolve the issue. Meanwhile my car seats and at least one piece of clothing have red dye. One car has leather seats and the other has cloth. They refuse to issue another brace or to have my seats cleaned. This is very poor service from my point of view. I had ask, who in their right mind would choose this pattern IF they knew it bleeds through, Hangers response from ** was, that's the purpose of not telling the cons, no one would ever get it, it's the consumers job to figure it out! Ha get knows they selling a bad product with the design but from what I was told, REFUSING TO FIX AN EASY SOLUTION TO A MAJOR CUSTOMER PROBLEM!!

  Business response

  07/26/2023

  At Hanger we strive to provide the highest quality of customer service, and were sincerely sorry it is felt an experience has been contrary to that. The appropriate team will, or has already been in, contact the reporter directly regarding this complaint due to HIPAA requirements that any patient information remain confidential.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I would like to be clear that I did not have a problem with this company prior to the name change from *************** to Hanger. I became disabled in 2009 and require AFO's (Ankle Foot Orthotics) on both legs, to be remade every 5 years (with padding replaced every 6 months to 1 year), and new shoes every year. I am currently wearing AFO's made in 2017 because Hanger did such a poor job in 2022 (too wide in places - then too narrow when I took them back for correction, causing unsteady gait and a sore on my ankle close to bleeding). My Podiatrist recommended another provider (******* Rising) who has done meticulous measurements and castings, and who has tried to assist with reconciliation with Hanger. They are not able to proceed as my insurance company (Zing Advantage Plan) is waiting on Hanger to refund (approximate amount of $2500) paid to Hanger in March 2022). Hanger insisted I return the orthotics which I did March 28, 2023 at the ********** ******** office where I got them (I was hoping maybe ******* Rising could repair them but they can't be repaired), and I had them sign for receipt. ******* Rising reported to me Hanger claims they sent the refund to Zing 5/3/23 (no check number, address, or exact amount) and Zing claims they have not received it. Big surprise. So here I am, wearing +6 year old orthotics with worn out padding, shoes that are +3 years old (Hanger never was able to get proper shoes in 2021 or 2022) repaired by my local shoe repair guy, and wearing band-aids on both feet in various places. Every morning. Can't walk without them, same shoes. Every day. Would be grateful for some help please. I've started looking for legal assistance ... do you have any legal firms to recommend?

  Business response

  06/20/2023

  Thank you for taking the time to provide this valuable feedback. Im so sorry to hear it was felt a negative experience occurred. At Hanger Clinic we strive to provide the highest quality of care to each of our patients and we are sincerely sorry it was felt there was an experience contrary to that. We will communicate with our management team about this and will assure that the appropriate communications take place to address the concern reported. If immediate assistance is required, please email ************************************************************ or contact our Patient Experience Team at 877-4HANGER *************). 

  Customer response

  06/21/2023

  Complaint: 20210601
  
  I am rejecting this response because:

  They only acknowledged receiving the complaint.  No solution, no results of investigation, and no offer of settlement.

  Regards,
  
  ***********************

  Business response

  06/22/2023

  At Hanger we strive to provide the highest quality of customer service, and were sincerely sorry it is felt an experience has been contrary to that. The appropriate team will be reaching out directly to the reporter regarding this complaint due to HIPAA requirements that any patient information remain confidential.

  Customer response

  06/22/2023

  Complaint: 20210601
  
  I am rejecting this response because:  Again, merely acknowledgement of receipt of complaint.  They appear to send same message DAILY.  They've obviously been through this before.  Stalling.  No record of attempted contact as they claimed.

  BBB - please forward me names of attorneys (in ******* area) for disabled/handicap persons that other people have recommended.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 21 April 2023 I went to Hanger Clinic in ******** ******* to get a pneumatic walking boot via prescription. When I called I asked if the boot was covered by ******** and was told yes it is. I went there and it took them over ****************************************** The lady kept explaining how the boot should fit so I finally said, Just put it on and lets see if it fits. My prescription said for a large boot and I told her I wore a size 12 shoe but she wanted to try the medium size on, again I told her to just put the large boot on and well see how it fits. She left the room again and came back and said she had to find and change to a different reason for the boot code because ******** would not accept the code the doctor put on the prescription. She then said someone was going to come in with a price assessment and I asked her why since they told me it was covered by ********. Another lady came in and explained ******** covers 80% and that my ******** deductible had not been met which I had to pay. I told her I also had secondary insurance through TRICARE and she said that would be covered by the 20% from ********. She said they sell the boot for $476.00 and I had to pay the difference from the ******** approved amount ($315.46)and what TRICARE was paying ($63.09) from my deductible from what they sold the boot for ($476.00). I told her that they said the boot was covered by ******** and she said yes, ******** covers their full price of it but they sell it for more than what ******** covers and thats the difference I had to pay.When I received the summary notice from TRICARE and ********, both said I paid $0 dollars to the provider (Hanger Clinic), which is the information provided to them by Hanger Clinic. On 8 June I called ******** and told them I have a receipt from Hanger Clinic that they told me I had to pay $97.61 to them to get the boot. I also told ******** Hanger Clinic told me I had to pay a deductible. ******** conference on Hanger Clinic with me and ******** told Hanger Clinic there was no deductible for me to pay as it had been met on 15 April. ******** also said they illegally charged me since their agreement with ******** was $315.46 for the boot and the rest is a write off and they were not to charge me and they had to pay me back the $97.61. The lady at Hanger Clinic said just a minute and when she came back she said they show that a refund was processed for me on 7 June, I told her it was not in my bank yet and she said today is the 8th and it should be there soon. Today is ****************************** my bank. I believe my next step is to contact the *** and Attorney General if this is not resolved.

  Business response

  06/16/2023

  Thank you for taking the time to let us know about this review.  At Hanger Clinic we aim to provide the highest quality customer service and care to each of our patients,and I am very sorry to hear it was felt an experience did not reflect that.  We are having our management team review this concern and they will contact the reporter to discuss as necessary. If immediate assistance is necessary please email ************************************************************ or contact our Patient Experience Team at 877-4HANGER *************).   

  Customer response

  06/23/2023

  Complaint: 20188003
  
  I am rejecting this response because:   It is not acceptable. Three days ago I was contacted by management but for the second time in 16 days I have been told they submitted a refund to my bank account but as of today 6/23/23 It has not posted to my bank. It has been 3 business days since the 2nd time I was told they submitted a refund. This is the last business day for me to respond before BBB closes this, next Monday will be too late.  Once I receive the refund they owe me, I will accept and positively close this complaint.
  
  
  Regards,
  
  *************************

  Business response

  06/26/2023

  We are unable to provide specifics due to HIPAA privacy standards, but we are addressing this situation internally.  Thank you

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as I have received the refund due to me.
  
  Regards,
  
  *************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was provided a sling for my arm during an emergency room visit. My primary insurance provider covered the health care, medicines and medical appliance (web sling). The company is seeking additional payment which they are not intitled to since they sold the device to the hospital who in turn provided me with the medical appliance.

  Business response

  06/14/2023

  Thank you for taking the time to let us know of this this review. At Hanger Clinic we strive to provide exceptional customer care, and Im so sorry to hear it is felt that was not the case in this experience. We will assure that management reviews the situation and contacts the reporter as needed. If immediate assistance is needed, please email ************************************************************ or contact our Patient Experience Team at 877-4HANGER *************).

  Customer response

  06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

*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. ↩