ComplaintsforHanger, Inc

• 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,
  
  *****************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have chronic ankle pain from trama in 2018 deteriorating bones, neuropathy, Chronic ******* Pain syndrome, and ligaments are freying. due to my ankle instability, I fall repeatedly. I went to hanger for an AFO brace. Initial appointment went well, they really seemed to care. Went back for a fitting, AFO would not fit into any shoe I had. The clinic offered me a pair of shoes, 8.5 size I wear a size 6. I gave it a try. But was tripping with big shoe., And the device was very painful, I can't wear it. Went back, Dr cut more of AFO, and put some padding down.Said that's all we can do and literally rushed ** out. My toes hang over the edge, and padding isn't adequate. He was very rude and I left in tears. I paid a lot of money and still have no brace, and no hope. The facility does not seem to care

  Business response

  06/08/2023

  We are sorry to hear about of this dissatisfaction with an experience at Hanger Clinic. We strive to provide the highest quality of customer service, and were sincerely sorry it is felt there was an experience contrary to that. We have forwarded this information to our management team to review and reach out to discuss as appropriate. If you need immediate attention to this matter, please contact our Patient Experience team via email at ************************************************************ or by phone at 877-4HANGER *************) so we can look into this.

  Customer response

  06/09/2023

  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,
  
  *************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Words cant describe how BAD Hanger PROSTHETICS is!!!!! Ive waited 6 months to get a socket, their staff had no clue what to do. **** started the socket, knew he was leaving and created a socket 2 sizes to big for my leg. This process started in September 2022 and as of today, NOTHING!!!! Ive never been to a facility where the staff is so god awful rude. The secretary at the facility was the ruddest woman ive ever met. I am the one with no leg and it was a complete bother for her to assist me, she discriminated against me 100%, does not need to work in prosthetic facility assisting amputees. The clinician at Bridgeport location did a god awful job of fitting and measuring my nub, he had no idea what he was doing at the socket her created was worse than the one **** created. Talked to ***** the manager, hes a complete waste of flesh, needs to go bag groceries at Wal Mart. How does a guy have a job as manager and has no idea anything about sockets. He just sat there at bashed the owner of another facility ( i have it on my phone ). He was obsessed thats all he would talk about. After waiting for 6 months and no socket, talked to *****, he informed me that ive already cost Hanger over 5 thousand dollars.. WTF, if your clinicians could measure correctly I wouldnt have been waiting 6 months for nothing. Like its my fault i dont have a socket. I had to file court papers against ***** for discrimination against someone with a disability. Whoever runs Hanger needs to clean house, no amputee should ever have to go through this.

  Business response

  04/18/2023

  Thanks for sharing this feedback. We strive to provide the best possible care and customer service to all of our patients. We will assure that our upper management team thoroughly reviews this situation.

  Customer response

  04/28/2023

  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,
  
  *************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see attachment.

  Business response

  04/07/2023

  Thank you for providing this information. It will be formally registered through our feedback process and management will be reaching out to the reporter to discuss further. If immediate assistance is needed please reach out to our patient experience team directly at 877-4HANGER *************) or via email at *************************************************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hanger Regional **************************************** is allowing Hanger Clinic (************************************************************************** *****) Clinic Manager; ********************* to deny a Disabled American Veteran his Prosthetics Leg Braces. Leg Braces were returned to Hanger Clinic for repair. I have worn the Prosthetics Composite Leg Braces since 1 June 2022. Received a 9 November call from Hanger Clinic (**** ******************, #*** ********, ** *****) ** Technician; Mr. ***** informing me my Leg Braces were ready pick-up before his last day; 11 November. Returned call on ************************************************* mail them if I can not come on 11 November, an appointment was set on 15 November at the Hanger Clinic ******** office. Called to confirm appointment and Leg Braces at the Hanger Clinic ******** office on 15 November. Upon arrival to ******** office; ************************************* my appointment was canceled and the office did not have my Leg Braces. I called Hanger Clinic Main (***********) office to confirm again, my Leg Braces were at the ******** office. Hanger Clinic ******** office ************************************** Technician LIED. Sent two emails to Hanger Regional *************************************** to mail my Prosthetics Leg Braces and review the BAD service at the ******** office and corruption at the *********** office. ***************** refused to investigate, refused to return my Prosthetic Leg Braces (criminal act) after open admitting to confiscating my Leg Braces I have worn since 1 June 2022, from Disabled American Veteran. ----------------- Copy of 20 December email to Hanger Regional *************************************** ------------------- I am writing you due to the actions of ** Area (*********** office) Clinic Manager; *********************, CPO, FAAOP.********************* is currently denying me from having paid **** (Veteran *********************** Composite AFO-KFO Leg Braces; under warranty. Hanger Clinic ignores all correspondence, website messages, telephone messages, and the facts under his direction, via, *********** office.My Composite AFO-KFO Leg Braces replaced the Titanum AFO-KFO Leg Braces after Hanger Clinic failed to deliver them due manufacturing problems, thus causing the one year warranty to expire. The Composite AFO-KFO Leg Braces were originally delivered to me on 1 June 2022 at Hanger Clinic (**** ********************* ********, ** *****) with Prosthetics **; Mr. ****Returned my Composite AFO-KFO Leg Braces to Hanger Clinic on 20 September for modification (set for return 11 November). Received 10 November telephone call from assigned Hanger Clinic Prosthetics **; Mr. ***** prior to his dismissal per Regional Manager; *********************. ,Mr. **** informed me that my Composite AFO-KFO Leg Braces were ready for pick-up from ******** office - Appointment was set for 15 November, Upon arrival at the ******** Hanger Clinic; Receptionist DENIED service and Leg Braces. She stated my appointment was canceled and No Leg Braces. Receptionist stated ******** Hanger Clinic DID NOT have Leg Braces, after I verified with the assigned Prosthetics ** and Hanger ****************** that the Leg Braces were delivered to ******** office. When the ******** Office DENIED me my AFO-KFO Leg Braces and canceled my appointment, I called on 15 November, requesting to reschedule an appointment at the ******* office - after ******** office DENIED Composite Leg Braces. My appointment with the ******* Hanger Clinic was DENIED per the *********** regional office manager's direction. The **** is fully aware of the disgraceful actions of Hanger Clinic regional manager; *********************. **** - Prosthetics is assigning Veterans to other Prosthetics clinics due to BAD service, NOT manufacturing Prosthetics per **** - Prosthetics requirements, and NOT delivering Prosthetics to Disabled Veterans. Why is Hanger ***************** allowing disgraceful actions to continue?? Why was Hanger Clinic assigned Prosthetics **; Mr. **** terminated by *********************?? I am requesting the action be resolved and my Veteran PAID, Warranty Composite AFO-KFO Leg Braces be mailed after my Composite AFO-KFO Leg Braces were confiscated per Hanger Clinic regional manager; *********************. Years of problems with Hanger Clinic; since 2019, could have been avoided. Hanger Clinic and ************************* actions have been disgraceful... to avoid legal action, I request my **MPOSITE AFO-KFO Leg Braces be mailed to me. ------------------ End of 20 December email to Hanger Regional *************************************** ------------------- Please forward to complaint to Hanger Corporate Headquarters ********************************************************************

  Business response

  12/22/2022

  At Hanger we strive to provide the highest quality of customer service, and were sincerely sorry this experience has been contrary to that. Hanger has reached out to ******************** directly regarding this complaint. Due to HIPAA requirements that patient information remain confidential.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a complaint against my local ****** Prosthetics Clinic. I believe they are based out of **, but their billing information is completed at my local clinic here in Salem. I have been working on a solution to my problem for several months. In June or July of 2022, my physical therapist sent a prescription for 2X bilateral reduction kits for my lymphedema (1 kit for the knees and 1 for my upper legs, for a total of 4 pieces) to the ****** clinic. These kits are not custom kits per se, but are pulled off the shelf by the supplier pre-made by size/length. ******'s procedure is to not order the product until I can see a fitting specialist, which my appt was in early Aug 2022. The fitter ordered the kits from the supplier at that time and ****** called me to get co-pay. First, the ****** (Faith) had my copay wrong at 20%. I had to argue with Faith until she checked my beneft and it was 15%, but by then she had already charged me the incorrect amount. Since I caught it that day, the 20% was not charged with the bank, only 15%. About 2 wks later, I called ****** to see if the order was on it's way, which it wasn't. They had not sent it off yet for pre-auth w/my insurance, so I had to wait even longer. Finally the kits were in shipment back to ****** and an appt was made to pick them up at ****** in Sept. When I got there, they only dispensed 1/2 of 2 kits as the kits were billed incorrectly. I had to go back down to show Faith in the front office, and she still continued to argue w/me. Finally the office manager showed the ****** how to correct the issue and I was dispensed the rest of my order. After I picked up the rest of my order, I still knew my co-pay *** was incorrect. I had paid $313.00 and after looking over my EOBS, I judged I was due a refund of about $111.00-ish because each kit is only about $100.00 copay. Please see the attached PDF for the full complaint and EOBs and receipts.

  Business response

  11/22/2022

  Many thanks for taking the time to provide the information regarding this concern. Were so sorry to hear that the reporter felt the experience did not meet their expectations. At Hanger Clinic we strive to provide the highest quality of patient care and customer service, and were sincerely sorry it was felt the experience reported was contrary to that. We have notified our upper management team to look into this situation and contact will be made directly, as appropriate. If immediate assistance is needed, please email ************************************************************ or call our Patient Experience Team at 877-4HANGER *************).

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Wednesday September 26, 2022, I called to set an appointment for my son to get orthotics from Hanger Clinic. When I set the appointment the person on the phone asked me if I had been quoted a price. I said yes, ******, which I had been quoted on a prior call and wrote down on the back of the prescription I was provided by my sons doctor. The girl on the phone said the prices had gone up but would honor the ****** price. On the day of the appointment September 26, ************************************************************************************************** how much it would be charged. When she handed me the receipt it was for ******. I questioned it and she said there is nothing I can do this is the price. When I pushed her to escalate the matter or investigate further her response was I dont know what to do. So myself and the other woman on the office gave her some suggestions on how to investigate further. Eventually she called the supervisor, *********************** to find out what could be done. When she explained the situation, she did not tell him that I had been told the price would be honored. She said I wanted the old prices honored without explaining that his staff had said they would honor it. He refused any solution. I had no way to know the price was ****** before if I had not been quoted it and on the phone call where I was told they would honor ****** the entire discussion about price was initiated by their staff asking me if I was previously quoted. Had I not had that conversation about the price change and been told the ****** would be honored I would have no problem paying ******.

  Business response

  10/31/2022

  Thanks for taking the time to provide this concern. Were so sorry to hear that this 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 was felt that there was an experience contrary to that. We will ask our management team to look into this right away and make any necessary contact to work towards a resolution. For immediate assistance, please email ************************************************************ or call our Patient Experience team at 877-4HANGER *************).

  Customer response

  10/31/2022

  Complaint: 18246205
  
  I am rejecting this response because: it just says they are going to look into it. They have not done anything yet. We have to wait for more information from them.
  
  Regards,
  
  *********************************

  Business response

  11/02/2022

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

  Customer response

  11/03/2022

  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. ↩