Hanger, Inc

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Good 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 issue. Please let us know if we can be of additional assistance and have a great day! ***
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Good morning, 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:
Revdex.comPlease 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 correspondence.I 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

Complaint: ***
I am rejecting this response because: the issue is not resolved yetHanger requested the addtess of the medical provider and I replied with the address and I am awaiting a resolution.
Regards,
*** ***

To whom it may concern, Mr. [redacted] received a walking boot from one of our remote delivery sites (RDL) on 3-28-2016.  RDLs are often requested from Drs. Offices, Urgent Cares, and Emergency Departments.  An RDL makes it easier for these facilities to deliver durable medical equipment...

without the hassle of billing and inventory.  Hanger handles these duties for the facility.  This also saves the patient a trip to one of our patient care centers.  Mr. [redacted] received a bill for 155 dollars from Hanger.  This was the contracted amount for the boot with his insurance.  He received a bill for the entire amount due to the fact his deductible was not met.  Mr. [redacted] claims the boot was defective.  Due to Mr. [redacted] claim, and without seeing the boot to verify its state, a free replacement was offered.  He did not contact Hanger regarding the boot until he received a bill.  Our first correspondence with Mr. [redacted] was 5-25-2016.  He claims he called the Drs. office where he received the boot, but did not receive a call back.  It was explained to Mr. [redacted] that we are a separate entity than the Drs. office and he should have called Hanger.  Hanger’s contact information was delivered to him with the boot and the Verification of Receipt that he signed when he received the boot in the Drs office.  Mr. [redacted] did not seem motivated to come to an agreement as he hung up on multiple Hanger employees.  When he was on the line, he spoke over the Hanger employees and did not allow for any constructive conversation.  Unfortunately we were unable to come to a conclusion as Mr. [redacted] decided to end any and all conversation. [redacted] Hanger Clinic, Colorado Springs [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.comPlease let me access all information.  I need to be reimbursed for what I paid. I was recently contacted by a Jeff from Hanger, to let them contact by DR. so they could refit old inserts in newer shoes.  I have a feeling I am missing some correspondence.I 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 1/6/16 from Hanger.Sincerely,[redacted] ARNP, CRNA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]

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

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

you,[redacted]

Our office has spoken to Ms. [redacted] a number of times please see below summary of calls received and discussions.   12-23-14 Call received by Jackie- patient is disputing bill she has received stating the [redacted]’s assured her insurance would cover the charges- It was...

explained that when benefits were checked insurance informed office that services were not a covered benefit- claim was billed to insurance. 12-29-14 Call received by [redacted]- Ms. [redacted] called to make sure the claim had been submitted to insurance.  She was told it was submitted on 12-24-14- Patient then notified office that the claim was billed with an incorrect Dx that there were 5 Dx that were covered by insurance. It was explained the claim was billed with the Dx supplied by the physician’s office- Patient stated she will have the correct Rx forward to our office.  It was explained if the claim denied a corrected claim would be submitted with a new ** if a new Rx is received. 12-29-14 I received a voice mail from [redacted] requesting a retuen call regarding charges- Returned call to [redacted] and was informed the issue had been resolved. 01-06-2014 Call was received by [redacted]-  Patient wanted to know if a new Dx code was received from the doctor’s office-  [redacted] requests once again the Dx be changed – it was explained that it is not legal for our office to change the Dx provided by the doctor and that new Rx would be required to make change- the patient states the doctor was sending a new Rx and we should have a copy-  It was explained we do not show we have received a copy- patient requested to speak to a supervisor. 1-6-15 I returned call to the patient – [redacted] states Aetna paid her claim and they paid more than the amount she was orinally billed so she should not have to pay anything- Patient asked the EOB be pulled off of the Aetna web sited- I did pull the information off the web but the claim was showing as payable/pending in the amount of $771.68 a payment had not been released.  The charge for the crutches was denied as not medically necessary- [redacted] then stated the claim denied because we billed with an incorrect Dx.  It was explained that we bill with the Dx provided by the physician’s office- [redacted] states she contacted the doctor’s office and Dx has been changed- It was explained to [redacted] that a new Rx will be needed as well as office notes from the DOD to support the new Dx in order to submit a corrected claim. [redacted] states she will request the information be faxed directly to me. I also explained to [redacted] that the claim has not finalized even though it is showing as payable that this does not guarantee payment and that if and when the  claim is paid she will receive a new statement reflecting the balance due from her-  Ms. [redacted] asks if the balance due will be more than the private pay rate- It was explained that I have no way of knowing what the balance will be until the claim has processed.  It was also explained to [redacted] that once insurance has been billed the private pay rate is null and void- [redacted] wanted to know if it was normal process for the patient to have to supply all the information- I explained we have billed with the information provided by the physician therefor there would be no reason for our office to contact the doctor for new information- [redacted] states we have 120 days to file a corrected claim-   2-6-15  Jackie left a message at the physician’s office requesting  the office manager Michael Salats contact our office immediately regarding Ms. [redacted]. 3-30-15 Call was received by [redacted] from [redacted] – [redacted] states she faxed the documents on 2-6-15- Deahonna did not see the information had been received and requested the documents be faxed to her. 3-31-15 [redacted] received the fax- the Rx provided does not appear to be valid- ori[redacted]l Dx is scribbled out and new Dx are written in below- [redacted] contacted the physician’s office to verify the validity of Rx- a new Rx was faxed by the physicians office- a corrected claim was sumbmitted. 3-31-15 [redacted] left a voice message for the patient to let her know the claim was rebilled.  Our office has worked diligently to resolve [redacted]’s account.  Ms. [redacted] has been extremely combative and rude to all customer service representatives as well as myself.  She has been very insistent in demanding that the claim be billed with a diagnosis that will be covered by insurance.  It has been explained to her time and time again that we cannot bill insurance with a specific code just so the product will be covered.  That this would be insurance fraud and is illegal.  [redacted] has made demeaning comments in regards to  the intelligence and abilities of the office staff.  The office staff has handled the account with extreme care as to not upset Ms. [redacted] further.  Unfortunately to no avail. Since the claim has indeed been rebilled to insurance we are awaiting the new claim decision and potential payment. Hanger has done what it could to resolve her issues in accordance with the law, and we are hopeful that with the new diagnosis provided by her physicians office that her insurance will review and pay the claim.

Complaint: [redacted]
I am rejecting this response because:
Revdex.com
Please let me access all information.  I need to be reimbursed for what I paid. I was recently contacted by a Jeff from Hanger, to let them contact by DR. so they could refit old inserts in newer shoes.  I have a feeling I am missing some correspondence.
I 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 1/6/16 from Hanger.Sincerely,
[redacted] ARNP, CRNA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I wouild like to ask if Hanger would be willing to refund me the 8.00 they charged me for the screw. I did a lot of work for them so that they coul order the screw. I tracked down the name of the company and the phone number for them to call. I also was more than paitent with them through this whole ordeal. For them to charge me for the part that they should have been able to track down I don't feel is right. I also had to call their corporate office and get a call from Elise Lamb who is in management to get the ball rolling. Again 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 Ms. Lamb regarding her findings as she advised she was looking into the issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was not notified in advance that I would be charged for this. There is nothing in any of my paperwork about it.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I filed a complaint on 3/28/16 against The Hanger Clinic of Northern California....Their Headquarters are...

located in Austin Texas. I am trying to end the complaint because the issue has been resolved !!!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I talked to Elise Lamb with Hanger earlier today. She stated that the parts are to be in on Friday around noon and that I can come in at 130 on Friday to have this fixed. Once I am satisified with the solution on Friday I will consider this closed. If I am not satisfied witht he solution on Frday then this will stay open.
Regards,
[redacted]

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. [redacted] 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. [redacted] can contact me at###-###-####, should he have any other questions or concerns. Sincerely,[redacted]Clinic Manager

I'm researching this question and will reply at my first opportunity today or tomorrow. [redacted], Patient Care Representative

I tried contacting Mrs. [redacted] on the number listed on the complaint several times but have been unable to speak with her.  I have also sent an email to the email address listed asking Mrs. [redacted] to contact me.  I have not received a phone call or a return email.  Since I have been unable to contact Mrs. [redacted], I have removed her from our collections company as well as issued a refund for her original payment.  When I am able to reach Mrs. [redacted], I will be offering her a follow up visit to one of our locations to reevaluate the shoes for replacement at no cost to Mrs. [redacted]. [redacted]
[redacted] Certified Orthotic Fitter