Hanger, Inc

Complaint: ***
I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I wouild like to ask if Hanger would be willing to refund me the they charged me for the screwI did a lot of work for them so that they coul order the screwI tracked down the name of the company and the phone number for them to callI also was more than paitent with them through this whole ordealFor them to charge me for the part that they should have been able to track down I don't feel is rightI also had to call their corporate office and get a call from Elise Lamb who is in management to get the ball rollingAgain this was an effort on my part as well and time I could have been using elsewhere.I would like to also recive a report from MsLamb regarding her findings as she advised she was looking into the issue
Regards,
*** ***

We can close this case with a positive resolutionPatient was called to discuss what he is requestingA screw that holds the joints together is brokenThe practitioner that saw the patient also mentioned potentially needing new braces as they appeared worn with chips and cracksCustom Composite
is the manufacture of the AFOWill contact manufacture for replacement screwsThen scheduled appointment to replace screw*** *** CPO/LPO Round Rock Clinic Manager

Complaint: ***
I am rejecting this response because:I have not heard from the business as of today dateNoticed Business's main office is located in Houston or in the surrounding areaMay have been impacted by Hurricane, HarveyHowever the best interest of my family financials still seeking a refund.
Regards,*** ***

Complaint: ***
I am rejecting this response because: I have attached my statement of events, phone records, emails to/ from the Dr office requesting new rx and medical records and my work schedule which contradict their statements I had to work with Dr, ***'s office, medical records office, *** Medical, and Aetna and did not incur an issue with anyone else regarding professionalism and/or communication. I am requesting a written apologyfrom the Supervisor who accused me of demanding they participate in fraudulent activities and said my revised RX looked handwritten and invalid" as I never requested that THEY change the dx or rx codes, submittedto Hanger the Dr provided RX and DX codes, and simply wanted to know whether or not they HAD received that information from the Dr and if tehy re-submitted the claim which was a yes or no answer
This issue should have been easily resolved since I had to track down all the required information and send it to them it should have been an easy fix Instead, due to their unprofessionalism, it has taken over months and an outside source to resolve.I spoke with my insurance company yesterday and they have not received the corrected claim as of 4/7/ When did Hanger say it was mailed? And why was it mailed and not electronically sent like the ori***l claim?I have not received any updated invoices (as I was promised once payment had been made by insurance back in January) from Hanger and am just wanting to know what I owe and when it is due.Although they have FINALLY done what I asked all along which was to re-submit a CORRECTED claim, their unprofessionaism, accusations, and lack of communication are the remaining complaint whic can be resolved with a written apology and better training for their customer service staff with regard to locating invoices, filing corrected claims, following up with billing issues, and locating pending payments from insurance I will await Aetna's decision of payment or denial and notification from Hanger in the form of an invoice which should NOT included any late fees and no more then the $listed as the ori***l price for the rebound crutches since the brace was paid in full by Aetna at their agreed rate of $ I assume I will have the standard days to pay
Regards,
*** ***

Revdex.com
Please let me access all information. I need to be reimbursed for what I paidI was recently contacted by a Jeff from Hanger, to let them contact by DRso they could refit old inserts in newer shoes. I have a feeling I am missing some correspondenceI at first thought let us see, but I contacted my DR., and was told not to use them, my feet were not better in spite of their attempts. I also just feel this is another attempt for them not to reimburse me. It is not right to be forced in to more attempts by them, which may result in only frustration and worsening foot conditions. (Which all costs me time and money.)
I have also contacted my credit card company, to have them help with the charge on 1/6/from Hanger.Sincerely,
*** *** ARNP, CRNA

Good morning/afternoon,Thank you for passing along this concernWe have uploaded this information into our formal customer feedbacksystem and are seeking resolution from upper management regarding this issuePlease let us know if we can be ofadditional assistance and
have a great day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I filed a complaint on 3/28/against The Hanger Clinic of Northern California....Their Headquarters are located in Austin
TexasI am trying to end the complaint because the issue has been resolved !!!!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wouild like to ask if Hanger would be willing to refund me the they charged me for the screwI did a lot of work for them so that they coul order the screwI tracked down the name of the company and the phone number for them to callI also was more than paitent with them through this whole ordealFor them to charge me for the part that they should have been able to track down I don't feel is rightI also had to call their corporate office and get a call from Elise Lamb who is in management to get the ball rollingAgain this was an effort on my part as well and time I could have been using elsewhere.I would like to also recive a report from MsLamb regarding her findings as she advised she was looking into the issue.Regards,
*** ***

Complaint: ***
I am rejecting this response because:On 4/14/I called Aetna and spoke with *** after noticing a claim from Linkia, LLC on my automated claim system The DOS was 12/4/so I assumed it was Hanger's corrected claim and it was verified by *** that Linkia and Hanger are the same.*** explained that the claim is still in the processing phase but that Aetna has voided the January payment to Hanger for $and will issue a payment to Linkia, LLC for that amount (pending) I asked why the crutches are not covered and was told I did not have to pay that amount to Hnager UNLESS I signed paperwork - which I DID A representative (***) *** *** signed and distributed my DME on 12/and they stated on 12/that they severed ties with him and were suprised that he was involved which was why I orinally assumed that I would not owe for the remaining DME. Although Hanger has completed the orinal task requested, due to their unprofessionalism thusfar, this complaint is not finished until the following have occurred: Hanger aka Linkia, LLC receives payment from Aetna for $for the brace A new invoice is issued to me via mail and email (***[email protected]) showing the amount owed for crutches which should be no more then the $listed on the original invoice Payment in full is received by Hanger/Linkia LC from me for the crutches A new invoice is mailed and emailed (***[email protected]) to be reflecting a zero balance A written apology signed by *** and *** is mailed and emailed (***[email protected]) acknowledging the mishandling of ORIGINAL claim by billing me private pay when Aetna should have been billed first, allowing a representative they severed ties with (*** ***) to handle my DME and paperwork, the mishandling of my request for a corrected claim and my inquiries as to whether or not they had yet received the Dr's new RX/DX paperwork, failing to issue a new invoice (as promised) after payment from Aetna in January 2015, falsely accusing me of requesting they conduct fraudulent activity regarding the corrected claim, lack of follow up with me on the documents faxed to their office on 2/(yet called my Dr's office the next day), accusations of forged or "invalid" documents submitted to them for the corrected claim. I acknowledge my involvement in the tone of the conversations and apologize if my statements and knowledge of billing practices demeaned their staff in any way as that was not my intent
Regards,
*** ***

In addition to filing a complaint with the Revdex.com, Mr*** also filed a complaint through our internal (Hanger) hotline on the same day, 3/3/16.As I was on vacation, *** ***, our Area Office Manager called this patient on 3/4/to resolve the issueThe resolution was that his care would be
transferred to another Clinic immediatelyMr*** was pleased with the quick response and is currently scheduled for delivery of his shoes on 4/30/16.Hanger Clinic has not billed anything to this patient as to date nothing has been deliveredAll billing occurs after delivery of our products and services.The administrator at the location of the incident is a new hire for us and has been coached on how to handle these types of calls on a go forward basisShe was also instructed that all clinically related calls should be transferred to a Clinician.Prior to responding to the Revdex.com today 4/13/16, I called Mr*** to ensure that he was pleased with the initial resolution which was handled by ***He stated that the Revdex.com complaint and the Hanger Hotline complaint were over the same issueMr*** is currently satisfied with our actions and is looking forward to receiving his shoes next weekHe thanked me for the follow and asked if the Administrator was reprimanded for her actionsI told him that I did speak with the Administrator about her remarks and how this situation should have been addressed.Hanger Clinic takes all complaints very seriously as Unsurpassed Customer Service is one of our Core ValuesWe are thankful that Mr*** has decided to continue to work with us as his provider of choiceShould additional information be required to close out this grievance please contact me directly at the number below.Thank you for the opportunity to present this business response to you.Regards,*** ** *** *** ***

Hanger Clinic is committed to providing exceptionalcustomer service and patient care. It isextremely important to our company and to me, as a clinician that we provideeach patient with the services they are prescribed in order to helpmaintain their health. I understand thatMr
*** has not worn the shoes nor does he desire to keep them. He is welcome to return the shoes and threepairs of insoles to our office in Olathe, KS and we will notify our outsidecollection agency to write off the balance that is owed. Mr*** can contact me at###-###-####, should he have any other questions or concerns. Sincerely,*** *** *** ***Clinic Manager

Please be advised the rejection has been forwarded to upper management handling the Complaint. Thank you,*** ***
*** *** ***

I have forwarded this case to the upper management team in that area A member of the management team will respond to the patient within five business days to address patient's concerns.*** ***Patient Care Representative

I went to one of your other locations in Omaha, NE at *** *** *** *** *** *** ** *** My daughter had issues w/ her ankle so she saw someone at Boystown and referred to Hanger We ordered the braces as requested Well at about a year or so she started having pain in her foot and was leaving marks and the braces barely had any cushion/padding etc We went back to Boystown to see if there was something they could do They referred us to Jim H***, the *** *** All H*** would tell us was that we were putting the braces on wrong Seriously how can you put a brace on wrongHe didn't listen to our complaints and our daughters complaints about her feet hurting, achy and her braces cutting into her feet So after not getting anywhere with the braces w/ MrH*** and our daughter having such a negative experience we just stopped having our daughter wear her bracesBut w/ current issues of our daughter having issues w/ pain in her feet, we were referred for second opinion to an podiatrist He said there is no possibility we could have been putting her braces on wrong He said that even after a year of having the braces she should have received new ones The Dr was so appologetic for our and Haylies experience w/ MrH*** He said the braces could have been what was causing our daughters pain this whole timeHe said that our daughter is diagnosed w/ flexible flat feet He said to just monitor it That if she continues to have these issues at age 12, thats when it would be a big concern because that is when you start to lose your flexibility But he said as long as our daughter isn't having issues walking or playing and able to continue to dance w/ no issues than just monitor it and not be alarmed if her ankles continue to be flexible End result/solution trash the $braces and if needed will try shoe inserts first than braces than surgery

Good morning/afternoon, Thank you for passing along this concernWe have uploaded this information into our formal customer feedback system and are seeking resolution from upper management regarding this issuePlease let us know if we can be of additional assistance and have a great day!

In addition to filing a complaint with the Revdex.com, Mr*** also filed a complaint through our internal (Hanger) hotline on the same day, 3/3/16.As I was on vacation, *** ***, our Area Office Manager called this patient on 3/4/to resolve the issueThe resolution was that his care
would be transferred to another Clinic immediatelyMr*** was pleased with the quick response and is currently scheduled for delivery of his shoes on 4/30/16.Hanger Clinic has not billed anything to this patient as to date nothing has been deliveredAll billing occurs after delivery of our products and services.The administrator at the location of the incident is a new hire for us and has been coached on how to handle these types of calls on a go forward basisShe was also instructed that all clinically related calls should be transferred to a Clinician.Prior to responding to the Revdex.com today 4/13/16, I called Mr*** to ensure that he was pleased with the initial resolution which was handled by ***He stated that the Revdex.com complaint and the Hanger Hotline complaint were over the same issueMr*** is currently satisfied with our actions and is looking forward to receiving his shoes next weekHe thanked me for the follow and asked if the Administrator was reprimanded for her actionsI told him that I did speak with the Administrator about her remarks and how this situation should have been addressed.Hanger Clinic takes all complaints very seriously as Unsurpassed Customer Service is one of our Core ValuesWe are thankful that Mr*** has decided to continue to work with us as his provider of choiceShould additional information be required to close out this grievance please contact me directly at the number below.Thank you for the opportunity to present this business response to you.Regards,*** ** *** *** ***

Complaint: ***
I am rejecting this response because:there is not a consumer hotline number to be found anywhereNo medical info discussed HIPPA does not applyResponse from Hanger is BS.Disputing billing does not fall under HIPPA
Regards,*** ***

In August I broke my foot and as part of the treatment my doctor prescribed an orthotic device On December 2, I went to Hanger Clinic in Alexandria, VA for a fitting The office staff took my insurance information, called CareFirst, and confirmed that the device was “Covered 100%” (see notes in attached “Details Statement”) The claim was submitted by CareFirst on December 23, and was denied
In February Hanger Clinic sent me a late notice for the unpaid balance I wrote them to ask for clarification on the coverage decision but rather than responding to my message they sent the amount due of $to a collection agency
On May 2, I spoke to Tyra in the Hanger Clinic office, explained my surprise about my account going to collections after my inquiry about an unpaid balance went ignored When she told me the claim had been denied I explained that would appeal the decision which could take up to days Although she promised to recall the account from collections, recent phone calls and letters indicate that she did not or if she did, it was later resubmitted
It is clear their office has no interest in assisting its customers or behaving like a responsible service provider It's almost like they're running a scam: tell patients they're fully covered, receive the denial, and send the account directly to collections

Good morning/afternoon, Thank you for passing along this concernWe have uploaded this information into our formal customer feedback system and are seeking resolution from upper management regarding this issuePlease let us know if
we can be of additional assistance and have a great day!

Complaint: ***
I am rejecting this response because:They are not attempting to resolve promptly , As I stated before that Hanger took over days to get me the correct prosthetic when it should of taken weeks max.Hanger has repeatedly not responded to my e-mails or phone calls concerning this issue and they also did not respond to Blue Cross-Blue Shield either.Passing along my concern , Uploaded the information !! Another slap in my face and not even addressing the issue in their response.Saying, We are not going to do anything but tell our Managers & maybe reach resolution ??
Regards,
*** ***