Grabowski & Associates, Inc.

Review: This business made multiple prosthesis that were made incorrectly and were paid for multiple times and are still requiring pay for a bad product

In 2009 I had this business make me a new prosthesis, which as made incorrectly and I had problems with from the start. They got paid in full for this. They tried to "fix" it throughout the year and in the end it cracked so a new one was needed to be made. I traveled to them to make this second one which I was told I would not be charged for. When it was completed they charged my new insurance and sent me a bill. I decided to get a second opinion and was informed that the new prosthesis was again not made correctly, it wasn't polished, had tool marks on it and sharp edges. This is an eye prosthesis, so it was irritating the interior of my eye socket. The new company I used tried to polish it as best they could do it would at least be wearable until I can afford to get another one made again. Grabowski and associates continued to send me a bill even though they told me I wouldn't have to pay them. Now they sent me to collections for the second bad prosthesis they made me. I don't recommend anyone to ever do business with this company again. Its been a nightmare since the start and I'm lucky his prosthesis didn't do serious damage to my eye socket.Desired Settlement: Refund for two improperly made prosthesis to both me and my insurance companies, along with payment for traveling to him and the emotional distress caused by the entire process.

Business

Response:

Initial Business Response

Before I begin this matter was bought to the attention of the American Soceity of Ocularist and after they reviewed it they closed the case favoring our company. They found no wrong doing on the part of Grabowski & Associates. That case was closed Oct 23rd, 2013

We made a prosthsis in 2009 and 2012. In which BOTH had authorizations from her insurance company. The prosthesis was 2 years old and per industry standards a new prosthesis should be made. The crack that formed on the prosthesis happens due to age or saturation of tear film into the plastic... there is NO way for an Ocularist to make a prosthesis crack. We have records that show we talked to her about her insurance and she stated that she would be responsible for her bills... after we made the prosthesis she canceled her follow up appt and was notified 4 seperate times for appts with no response. It took her alomost 7 months to have services provided elsewhere telling me and my attoney that the prosthesis was in better shape then as she describes as "unwearable". We made the eye in Oct 2012 sending her monthly statements with no respose... we disounted the prosthesis 50% of her out-of-pocket expense which was done in Jan 2013. A year later (Oct 2013) we sent a notice about collections in which she then contacted our office stating that "she will do anything it takes to NOT pay the balance... that was noted in her file Oct 14th, 2013.

Per my attoney I sent her to collections and took off the discounted price. I will not accept the assigned amounts from the insurance company since I am NOT a contracted provider and I can and will bill the patient the balance. Also per my attoney, if someone does not return to allow them to fix, correct or make good their product then they have the right to collect for the full balance of their product. This is a Custom prosthesis... made by hand and made only for this patient. I will not refund any money to the patient since she has NOT paid for anything. I will not refund money to the insurance company because she still has and is still wearing the custom prothesis and has waited for over a year to make these claims. I have already notified her insurance company and they require no refund and stated that I have the right to collect any balance not paid by the patient.

Final Consumer Response

I have been wearing an eye prosthesis for 27 years and know how a prosthesis should both fit and feel. I have never encountered any problems with any of my previous prosthesis except for the last two which were both made by Grabowski & Associates. First let me say that the industry standard for a new prosthesis is every 5 to 7 years, not two as Mr. Grabowski claims; feel free to google it if you want the truth in this matter. The crack in my prosthesis was due to "poor workmanship", not "age or saturation of the tear film into the plastic". That could never have happened in such a short period of time had it been made properly. I have had previous prosthesis for over five years, being polished once a year without ever having a single problem with any of them...the only reason why I agreed the Grabowski & Associates make me another prosthesis is that they promised me on several occasions that I would not incur any out of pocket expense with this new one. I even have an eye witness of this. I was very naive in thinking that they were trying to right the poor product and care I received from them on the first prosthesis. By this time I had moved states and had a different insurance company, so they had no reason to question why another prosthesis was needed. Mr. Grabowski is also incorrect in saying that they received no response from me about the billings. I called them several times in regards to this and was told not to worry about it that it was a computer generated mistake and to disregard the bill. This is the reason why he has no received any payment from me not to mention that it is also ill fitting due to his lack of making an impression of my eye socket but simply making a mold of my old prosthesis instead. My complaint against him for "poor workmanship" still stands.

Final Business Response

Again we state that the American Society of Ocularist (ASO) has found that Grabowski & Associates had no wrong doing in this issue. The eye was two years old and due to the crack it is industry standard to replace it, no one can fix a crack within the plastic and we do not just "replace the eye because it is two years old". The National Examinating Board of Ocularist (NEBO) states that is standard to replace a prosthesis every 3-5 years on AVERAGE. Every Ocularist has replaced a prosthesis at two years old due to socket changes and/or defects within the plastic, like a crack. Grabowski & Associates Inc has brought this to the attention to the ASO, NEBO, Ms. [redacted]'s insurance company and now our Corporate attorney and all have found no wrong doing. The next response about this issue will be from our Corporation Attorney.