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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business committed provide custom compression arm *************** I spent total $552.4 and $422.2 on arm garment (should cost $139.26). Business would not resolve issues.5/13/24 - $23.26 alteration. But told not be billed for alterations since sleeve not fit correctly.After two alterations they make new pad. Surgeon said garment too tight with pad. Unknown to me, last alteration they sewed area where the pad go shut. Pay $84.72 for 3 pads that never fit and unusable.Remeasured ***, before surgery. I going call back after surgery confirm measurements before alteration. When call confirm measurements, I told sleeve already remade. I charged $117.36 for premature alteration. Sleeve changed still not fit arm. Back June to pay for another alteration, should not have needed, and bill duplicate *** alteration.Billed $35.7 3 time for silon-TEX. For the first bill, $35.7 make sense. 5/13 and 6/14 alterations, I only add 2cm fabric. They say charge same cause labor costs, but why alteration charge too if that for labour?5/13 and 6/14 bill $30.16 (total $60.32) expansion panel. Only thing need during alterations wider Silon-TEX to fit scar. No expansion panel added. They not able to explain.*************** start helpful/supportive. Now rude, hostile, tell me on 07/24 "I will not help you anymore"I student budget + medical bills, ongoing sleeve/glove issues + additional costs very stressful. I take extra loans cover cost since insurance not cover. Arm sleeve I had to get remade multiple times since most important part, the glove not fit right from beginning and I given up on trying to get it to fit correctly since I just cannot afford to alter it and *************** said rudely she not help me anymore. I paid for custom fitting compression glove and not receive usable item. Many waste hours drive back/forth.Email business multiple time and ask refund for unanticipated charges or make extra garment free, they reply, ignore question. I go in-person. Employees rude, lie, blame me.
Business response
07/30/2024
Client was seen Nov 30, 2023. Mxs were taken to provide a custom compression sleeve for scar Management. Client provided pictures with the dimensions drawn by the physician to designate placement of SilonTEX and pad. Practice of that physician. Garments were recvd in early Dec.
Dec 28th client requested the zipper be reversed and to add 2 hook & eyes to aid in donning. Also requested the sleeve be made looser. We replaced the garment at no charge, but we billed for the new hook & eyes.
May 6th, he requested to have SilonTex area increased. Physician decided to increase the area of the graft. Not our fault. As this garment was months old, client was charged for alteration, the cost of replacing the options. Client asked for a new pad for the area. I had advised that no matter the size difference, the sleeve needed to be recalculated and we couldn't have a seam run over the graft. Client understood. The sleeve was made. Client requested new pad.
June 13 client needed sleeve re-made again as the physician increased the size of the graft in surgery. Again, this was not our decision. To help the client out, we waived the alter fee, but he was billed for the replacement of options that weren't salvageable. Client requested new pad. Client cancelled 2 appts. to vacation in **********
July 7th client requested we remove band and shorten the sleeve. Advised removing the band may allow the sleeve to slide and shortening would expose the end of the scar. He understood. This was done no charge.
July 24th client returned to request we remove a section of the sleeve to make it snugger. He was advised, "This will be the last alteration." Altered while they waited, 15 minutes. Mom and client declared now "PERFECT"!
He emailed earlier he should get a free garment for his frustration. I advised he was billed only for materials necessary. He had several alter fees waived as the changes were not due to any errors in design or defects in quality of materials or poor workmanship.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.