Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had a cranial helmet done for our five month old son. It did not fit correctly at all, even after multiple adjustments. He ended up with a big bruise on the side of his head after wearing it for ***************************************************** sixth time. It was either too tight (red marks lasting past the hour rest period) and one time too loose (it folded over his ear causing him pain and could potentially rotate to a dangerous position). I spoke with the clinician who did the helmet and she referred me to ***** the manager, he was not helpful. He said that they could remake the helmet, but I told him I did not want to do it after he had been hurt. I told him I wanted a refund for the out-of-pocket expense (they could keep insurance payment if it was legal to) and thats it. When he refused to assist me in any other options, I asked him for the contact information for somebody above him, which he did not provide. So then I filed a formal complaint via their website. I did not hear anything from anyone. So I called the patient accounts phone number and spoke with a lady who took down notes and included the legal team, that was over two weeks ago. I still have yet to hear anything from anyone. I submitted another complaint on their website and left a voicemail a few days ago asking that someone call me back to acknowledge my concerns and still no reply from anyone. This is the worst experience of ********************* service Ive ever had. I cannot believe that no one has reached out to me yet, completely unprofessional. All I want is a refund, in exchange for the helmet back. Again, to recap, my 5 month old had a big bruise on his head and after many adjustments. This helmet was incorrectly made the first time and we shouldnt have to eat the cost of something that hurt him, and that we didnt use. I am prepared to escalate this case if needed.

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