Hanger Clinic: Prosthetics & Orthotics

"I've been going to this location for several years and always received good service, but the people working there now are very unreliable and unprofessional. Prosthetic socket replacements was always a smooth process but the last one I got at this location tore a chunk out of my leg and to make things worse, My doctor sent in a prescription for new prosthetic gel liners. I received a call from Zack saying he would call and let me know when everything came in and now over a month later, still no call. I've called two more times since then and was told that I would get a call back on the status and still nothing. So maybe it's times to take my business elsewhere if they're unwilling or unable to do the job. Or give the job to someone that will work."

"I received a knee brace at my doctor's appointment. The nurse put it on and explained how to use. Before I even got back to the car, it had fallen down around my calve. I pulled it up and tightened the straps. It continued to go down every time I switched from gas to break and vice versa. I attempted to readjust when I got home but problem persisted so I was unable to use it since I move around a lot at work. I put it back in box and went back to using the one I bought at CVS. Two weeks later, I got a bill from Hanger for $101.99 for the broken knee brace. I tried to call several times during their business hours from work; however, always ran out of my 17 minute lunch before somebody answered. After several attempts, I decided to wait until I returned to the doctor and tell him it didn't work and return it. That was today. They said they could not take it in return, I'd have to deal with Hanger. I got home from doctor's appointment and called Hanger again. After the 5th person and 35 minutes mostly on hold, the last agent Janet was the only office representative who even tried to help but alas she could only send the information to a person who was unavailable for customers to contact directly. Glad I didn't have to pay for this broken brace in advance because I would be stuck with this garbage and robbed of my money. In addition, if this is the kind of medical service Hanger provides I would definitely recommend you find a better provider."

"All staff were professional and friendly. Easy to make an appointment. My arm brace came in very quickly and they contacted my insurance on my behalf to find out what I owe for the brace. They showed me step by step on how to put the brace on and answered any and all my questions. Overall, great experience. I highly recommend this facility!"

"My insurance was billed for AFO braces July 28th it is now OCTOBER 3rd and we have NO BRACES!!!! First they made braces that were totally wrong. I was told to take them home and use them and they will order the correct braces and “should only take a week or two”. My daughter wore them one day and right away she regressed. I called and said I didn’t want them. And she will not be wearing those braces. They had me take her in to take new measurements only for them to tell me that they should be good with previous measurements. I’m sure I have been more patient than any other person if they were in my shoes. But this has gone way too far and it is very unprofessional! Nobody answers the phone. I’ve left several messages. occasionally I get an answer at the conroe location (which is also not great) and they “send the spring office a message” and no call back. I’ve contacted my insurance and they state that since it’s already been billed and paid, all they can do is help me by calling them as well to help me get these braces. I’ve expressed my concerns with my daughter’s orthopedic office and they said they’ve had quite a few people complain about hanger clinic also. Her physical therapist also expressed how much she HATES hanger. I begged her doctor not to send anymore patients there so they will not have to go through this trouble. Save yourself the headache and go anywhere else but hanger!"

"So extremely disappointed with both this and the Conroe location. Who loses a patients measurements but doesn’t contact them to let them know? Who doesn’t contact a patient before they come out for a visit to let them know their equipment hasn’t arrived? Who says it isn’t necessary to have a patient come in to try on their equipment and then says “oops, let’s set an appointment,” when the equipment doesn’t fit? BOTH of your locations have done this. It’s never organized when I come in. There’s always someone different sitting behind the desk, and I’ve had to sit upwards to 20 minutes in the lobby just to be told, “I’m sorry, your equipment isn’t here.” This was my experience the last time I sent for equipment with Hanger. I go in and see Zach to take measurements for my daughters new twister cables and AFO adaption. We measure her, pick out a pattern, and are excited to get something that will finally aide her into being able to walk. We go back for our follow up appointment to pick up the equipment, and Zach tells me “they lost her measurements.” So the visit wasn’t completely pointless because we have to take new measurements, and pick out patterns again... We go back to pick up the equipment and not only does it not fit her at all, but there was no pattern scheme, and the AFO didn’t come away from the twister cable. Which a big part of the doctor sending a referral for an AFO ADAPTER. So, we take NEW measurements and your company ONLY fixes the belt so that the equipment would fit her better. Not the adapter so the pieces could come apart when needed. I take her to her PM&R team, angry, upset, discouraged, and her PT comes with me to be another advocate for my daughter. While there, Colby speaks with me, and assures me that not only will he make the AFO adaptation but will add a wedge to the heal to help Kathryn’s knees from locking, and add a sole like bottom so that she doesn’t have to wear shoes. I’m once again excited. I go to the appointment where I wait for nearly 20 minutes to pick up her equipment and the woman comes out and says, “I’m sorry but your equipment isn’t here.” A week or more later my husband picks up the equipment, (because I’m once again assured it isn’t necessary for Kathryn to be fitted) and it’s STILL not right. My husband wasn’t shown how to take apart the adaption, but thankfully PT was there and we figured it out together. My newest issues are the twister cable sticks to my daughters thighs and leaves deep red marks and imprints along side her legs, she’s almost completely grown out of the foot of the orthotic, and the belt sets firmly against her pelvic bone, no longer sitting waist high. It has taken your company nearly 5 1/2 months to get the equipment right and it’s still wrong. She’s almost completely outgrown it!! On top of this it rotates her right foot out too much and when she tries to walk her foot is facing out instead of straight ahead.... I’m just beyond belief with your company and appalled that two different locations have had the same results... Get your s#%+ together Hanger!! We depend on you doing your job so that our lives and our children’s lives can be a little bit easier!!"