Orthotics & Prosthetics East, Inc.

Been trying to get a return telephone call concerning my prosthetic leg.I have had trouble with this prosthetic leg keeping a charge. They sent the leg to have it repaired and the company keep the leg for a month and when I got it back it is doing the same thing as before. I have talked to [redacted] that works at this company. I talked to [redacted] once and I told him that I will drive to Greenville and I will show him how the charge doesn't last hardly four hours when it used to last for about eight hours. I told him that I will call him back that evening on 04/27/2016 at 5:00 and he told me to plug my leg up and see what light was blicking but there was a terrible storm. I have been trying to get in touch with [redacted] to ask if he received the prescription that I sent to him on 04/27/2016 for the services that was provided. I called him on Monday 05/02/2016 and Friday 05/06/2016 and left messages and he still didn't call me back. I called him on Friday 06/10/2016 and I talked to the secretary and she went to talk [redacted] and she said he was with a patient and he will call me back. I called back on Monday 06/13/2016 and asked the secretary did they received the paperwork I sent to [redacted]. She said [redacted] will call me back and she asked me what my telephone number was and I told her he got my number and she answer with a smart answer I know we got your number. [redacted] didn't call me back either days. I am paying a lot of money for this leg and a least I can get a return telephone call. That is good customer service. What can I do? This leg is very expensive and I don't want this leg to mess up and I have to buy another and I haven't finish paying for this one. I know things get busy and sometime they be short of staff but it doesn't take long to return a call. Desired SettlementI just want a return telephone call so I know what is going on and what I am supposed to do.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email:[redacted] The customer has been seen in our office several times during the time frame he described above. The dates are as follows 3/31/16, 4/25/16, 6/25/16( this date was rescheduled to 6/27/16).This patient has been a long time customer of ours since 6/2012. His prosthesis was delivered in 2012 and the prosthetic knee he is a microprocessor computerized knee, it is charged each night and has a battery life of 30-36 hours depending on use. The knee is warrantied by the manufacture [redacted]for 3 years. The patient was seen late March for a diagnostic test(the knee is sent to the manufacture for service, this process takes approx 3-4 weeks) for his prosthesis and it was determined by the manufacture, the pylon that connects the knee to the foot had strain gauges that were malfunctioning. During this time the patient was given a loaner pylon and knee and was not without his prosthesis. With the knee being out of warranty there is a charge associated with the loaner knee. (This charge was not passed on to the patient.)I have spoken to [redacted] the practitioner seeing this customer and he states the customer has called our office on the dates he described. [redacted] states he returned his calls in a timely manner and left him voicemail. He states, he and the customer played phone tag for over a week. The customer has both the office phone number as well as our cell phone numbers to get in contact with us. Once [redacted] spoke to the customer on the phone he had to contact the manufacture to get a loaner knee sent to our office so we could provide him a loaner knee while the customers knee is sent off again to have a diagnostic test run. This is very frustrating for the patient, as it takes some time to get it back, but we do provide a loaner knee during this time so the customer is not without a prosthesis. This is not unusual for the hydraulic unit and sensors in the knee to begin to fail with a knee that has this type of use and age on it, this patient is an active individual. Again as this knee is out of warranty there is a charge to our company for this, which is not passed on to the customer. The customers prosthesis is close to 4 years old and due to his activity and daily function the microprocessor knee is worn out and will need to be replaced or rebuilt soon. This will be determined once we get the knee back from the manufacture in approximately 3 weeks. That will be the decision of the customer, as to which way he wants to proceed. He will have to see a physician for a new prescription to have a new prosthesis made or the repair as this is a Medicare requirement. We take pride in our customer service and I feel we have done a great deal to make this situation as easy for the customer as possible. I apologize to the customer that he does not feel we have. The customer was in our office earlier this week and the issues have been resolved and we will continue to serve this customer as long as he wants us to. Consumer Response [redacted] return my Telephone call. I was schedule for an appointment Friday June 24th but was changed to Monday June 27th.