Todd Black Photographics

As previously mentioned, Orthocraft is a prosthetic and orthotic equipment supplier, and we do not loan items to patientsItem was rented to the patient and patient was told that should her insurance company cover the cost, or should she choose to purchase the item the rental fee would be returnedAs the insurance company did not approve, and the patient chose not to purchase the item at that time, her rental fee remained just that - a rental feePatient states in the letter that she would like the WalkAideWe would be happy to arrange this and her rental fee would be applied towards the purchase###-###-#### [redacted]

[redacted] [redacted] Hello,Thank you for giving us the opportunity to respond to this complaint.Orthocraft has been providing the highest quality prosthetic and orthotic services to patients in the greater NYC area for more than twenty yearsWe strive to maintain complete customer satisfaction in all that we do.In reference to complaint ID [redacted] : This patient was recommended a WalkAide device in This device costs approximately $5,Most insurance plans do not cover the cost of this device and patients pay privatelyThe rental fee for this device is $per monthA considerable amount of time and effort is expended in setting up this device for proper usage and to be effective in treating the patient’s conditionThis includes evaluating the patient, ordering replacement parts, and programming the device by a qualified practitionerSome insurance plans may cover the cost of this device subject to lengthy and rigorous clinical justificationPatients are told that should their insurance cover the cost of the device, the rental fee will be waived, and said funds will be calculated toward their deductible/ copay/ coinsurance, or refunded in full should their insurance cover 100%This patient had the device for about four monthsHer insurance was not willing to pa y for the cost of the device, so it was returned to usPatient was charged for just one month’s rental fee.I have been working at Orthocraft for more than months, and this is the first time this department has been contacted regarding this issueWe understand that as this took place almost three years ago, there may have been some confusion as to the terms of the rental fee stipulated at that time.Orthocraft strives to maintain the highest level of customer satisfaction, and can extend an offer to refund the patient up to 50% of the rental fee.Thank you again for giving us this opportunity to fully explain the details of this case.Patient Relations Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
First and foremost this was never spoken of as a "rental" or the deposit I gave as a "rental fee" I was told the $was a deposit in case I broke or lost the unit and I was told that I would receive my FULL deposit back upon returning the unit to orthocraft Now the story is changing and it is not acceptable I've spoken to Herschel S***, president of orthocraft and a gentleman by the name of Sam, who is the one who picked the unit up, and was told numerous times that my deposit would be given back to me upon return of the unit The unit was returned exactly the way it was given to me and in good faith I gave the unit back because I trusted that my deposit would be returned Now they're stating I would receive my deposit if my insurance covered the unit 100%This was NEVER stated to me and I was told that after I did the months of therapy with the unit my insurance would authorize the unit for my use The person responding to this complaint knows nothing about it because they've only worked there for 12 months and this is on-going for years now I do not accept your "offer" because that is not what was discussed the day that I gave the $deposit
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As previously mentioned, Orthocraft is a prosthetic and orthotic equipment supplier, and we do not loan items to patients. Item was rented to the patient and patient was told that should her insurance company cover the cost, or should she choose to purchase the item the rental fee would be returned. As the insurance company did not approve, and the patient chose not to purchase the item at that time, her rental fee remained just that - a rental fee. Patient states in the letter that she would like the WalkAide. We would be happy to arrange this and her rental fee would be applied towards the purchase. ###-###-####[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Whomever is answering this complaint was not present when I tested the unit.  First of all I was told that with 3 months of therapy with the walk aide unit my insurance would in fact cover it and i would get a unit of my own.  i did not go through 3 months of therapy so that I could end up with nothing.  Second there was NOTHING said that i would not receive my deposit back.  I was told i would receive my deposit back UPON RETURNING THE UNIT, which I did.  i actually wish i never gave the unit back until I received my deposit back but obviously that was a mistake with my trusting nature.  OrthoCraft NEVER once stated that I would receive my deposit "if" I received the unit, this is a lie!  I also wanted the walk aid unit because it did in fact help with my walking, what is their excuse for not getting the unit for me?????  This company and it's employees all lie and it's a shame because you're dealing with disabled people that look to you for help.  You should all be ashamed of yourselves !!!  I do NOT accept their excuses and if in fact this was a rental, where is the rental contract???????????
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] 
[redacted]
Hello,Thank you for giving us the opportunity to respond to this complaint.Orthocraft has been providing the highest quality prosthetic and orthotic services to patients in the greater NYC...

area for more than twenty years. We strive to maintain complete customer satisfaction in all that we do.In reference to complaint ID [redacted]: This patient was recommended a WalkAide device in 2013. This device costs approximately $5,200. Most insurance plans do not cover the cost of this device and patients pay privately. The rental fee for this device is $400 per month. A considerable amount of time and effort is expended in setting up this device for proper usage and to be effective in treating the patient’s condition. This includes evaluating the patient, ordering replacement parts, and programming the device by a qualified practitioner. Some insurance plans may cover the cost of this device subject to lengthy and rigorous clinical justification. Patients are told that should their insurance cover the cost of the device, the rental fee will be waived, and said funds will be calculated toward their deductible/ copay/ coinsurance, or refunded in full should their insurance cover 100%. This patient had the device for about four months. Her insurance was not willing to pa y for the cost of the device, so it was returned to us. Patient was charged for just one month’s rental fee.I have been working at Orthocraft for more than 12 months, and this is the first time this department has been contacted regarding this issue. We understand that as this took place almost three years ago, there may have been some confusion as to the terms of the rental fee stipulated at that time.Orthocraft strives to maintain the highest level of customer satisfaction, and can extend an offer to refund the patient up to 50% of the rental fee.Thank you again for giving us this opportunity to fully explain the details of this case.Patient Relations Department