I was not satisfied with my experience with Biotech Limb and Brace in Birmingham, AL. I cam Sept 6, 2014 for evaluation of a custom fit product. I was told that I would be called for a follow up appointment for 2 weeks. On Sept 25th, I called Biotech because I had not heard from them to see if my product was in. They informed me that the product was not in because they faxed information to my physician but did not receive the report yet. I called my physician the same day to ensure that the proper documents were sent. I asked why did they not contact me to tell me there was a delay. They report it is not their policy. I waited... and waited. On Oct 6th, I actually went to the physicians office to call Biotech. I remained in the office until all documents were received on both ends. Now it is Oct 20th. I have not received any communication from Biotech. I call and they say your product is in. I told them that I was not satisfied with services and wanted a refund. They report I could not get a refund. This is absolutely ridiculous. Poor customer service the entire time. I am not satisfied with Biotech and in good customer service should receive a full refund. Complete delay in my medical therapy. Oh, On Oct 23rd they only offer 50% refund. Unacceptable.
Our problem with Biotech is with the management. Our daughter required orthotic helmet therapy after surgery, which led to the need for three different helmets as she grew over the course of treatment. Biotech was not particularly helpful with respect to working with our insurance provider, but we were able to obtain the necessary approvals none the less. However, just prior to the fitting of her third helmet, a secretary informed us that the officer manager and owner had made the decision to no longer accept our insurance provider because they were not satisfied with the contracted rate. This is normally against the law, but it turned out that they had discovered a loophole in their contract that allowed them to exclude us in this specific case. I understand that they need to make a profit, but I was very disturbed by the manner in which this decision was implemented. We were anxious to work out a way to complete our daughter's treatment, but were never allowed to speak to the office manager. I feel as though we were being trapped into having to pay a LOT more (the full out-of-network price) because we were not given any notice, and we were more than half-way through her treatment. The orthotic helmet is very time-sensitive because of the growth rate of babies' heads and brains. Fortunately, we were able to find another provider who was willing to expedite the manufacture and delivery of a new helmet. I'm upset because Biotech's website claims that patient care and comfort are their top priority, but our experience indicated that they were willing to sacrifice the success of our daughter's treatment in order to increase their bottom line. Additionally, we finally did hear from the office manager after we notified Biotech that we were switching to another provider, only because she was attempting to dissuade us from bringing our daughter in for a final adjustment (which she desperately needed and the price of which was included with the purchase of the previous helmet). I strongly believe that Biotech's business ethics are unscrupulous, as the appropriate course of action would have been to honor their contracted rate to the conclusion of our daughter's treatment, since they had accepted our insurance and agreed to the contract. At the very least, they should have given us adequate notice to find a new provider.
I was not satisfied with my experience with Biotech Limb and Brace in Birmingham, AL. I cam Sept 6, 2014 for evaluation of a custom fit product. I was told that I would be called for a follow up appointment for 2 weeks. On Sept 25th, I called Biotech because I had not heard from them to see if my product was in. They informed me that the product was not in because they faxed information to my physician but did not receive the report yet. I called my physician the same day to ensure that the proper documents were sent. I asked why did they not contact me to tell me there was a delay. They report it is not their policy. I waited... and waited. On Oct 6th, I actually went to the physicians office to call Biotech. I remained in the office until all documents were received on both ends. Now it is Oct 20th. I have not received any communication from Biotech. I call and they say your product is in. I told them that I was not satisfied with services and wanted a refund. They report I could not get a refund. This is absolutely ridiculous. Poor customer service the entire time. I am not satisfied with Biotech and in good customer service should receive a full refund. Complete delay in my medical therapy. Oh, On Oct 23rd they only offer 50% refund. Unacceptable.
Our problem with Biotech is with the management. Our daughter required orthotic helmet therapy after surgery, which led to the need for three different helmets as she grew over the course of treatment. Biotech was not particularly helpful with respect to working with our insurance provider, but we were able to obtain the necessary approvals none the less. However, just prior to the fitting of her third helmet, a secretary informed us that the officer manager and owner had made the decision to no longer accept our insurance provider because they were not satisfied with the contracted rate. This is normally against the law, but it turned out that they had discovered a loophole in their contract that allowed them to exclude us in this specific case. I understand that they need to make a profit, but I was very disturbed by the manner in which this decision was implemented. We were anxious to work out a way to complete our daughter's treatment, but were never allowed to speak to the office manager. I feel as though we were being trapped into having to pay a LOT more (the full out-of-network price) because we were not given any notice, and we were more than half-way through her treatment. The orthotic helmet is very time-sensitive because of the growth rate of babies' heads and brains. Fortunately, we were able to find another provider who was willing to expedite the manufacture and delivery of a new helmet. I'm upset because Biotech's website claims that patient care and comfort are their top priority, but our experience indicated that they were willing to sacrifice the success of our daughter's treatment in order to increase their bottom line. Additionally, we finally did hear from the office manager after we notified Biotech that we were switching to another provider, only because she was attempting to dissuade us from bringing our daughter in for a final adjustment (which she desperately needed and the price of which was included with the purchase of the previous helmet). I strongly believe that Biotech's business ethics are unscrupulous, as the appropriate course of action would have been to honor their contracted rate to the conclusion of our daughter's treatment, since they had accepted our insurance and agreed to the contract. At the very least, they should have given us adequate notice to find a new provider.