ComplaintsforHarry J. Lawall & Son, Incorporated

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was prescribed a hip brace while at **. *************** in Langhorne. The hospital staff stated they contracted for 24/7 service from this company. The hip brace was to be delivered on December 26 with my wife being discharged from the hospital immediately following. My wife had to stay in the hospital an extra day. The staff informed us that the business was closed for the day. When this business came the next day and hurriedly installed the hip brace, it was an inappropriate type and was not properly fitted. This resulted in extensive discomfort with the brace impinging upon a tender wound. The brace had to be removed yesterday, December 29.

  Customer response

  01/03/2023

  I would like to turn the brace for credit and an apology.

  Business response

  01/06/2023

  Complaint ID ********
  
  To Whom It May Concern:
  
  This letter is in response to the complaint received on 1/3/2023.  Our primary concern is always patient care and the procedures we have in place ensure that we provide our patients with the best outcome possible.  We take seriously any occasion where we did not meet expectations.  In this instance we feel we acted in the best interest of the patient and provided the appropriate device as prescribed by the treating physician.  Here is a timeline of events:
  
  - We received a call approximately 5:00pm on Dec 26th, 2022 from **** *********, Chief OT at *** ****’s to provide a hip abductor brace to **** ******.  Since it was so late in the day, *** ********* instructed us to deliver the brace the next day.
  
  - On Dec 27th, **** ****** arrived at patient’s room with the prescribed brace.
  
  - Upon arrival, *** ****** observed nurse applying wound dressing to **** ******’s calf area.  After the nurse was finished, *** ****** fitted and adjusted the brace to the patient, ensuring that it fit correctly. Nurse was present during the fitting and did not indicate any concerns with to *** ****** regarding the fitting.
  
  - It should be noted that the fit of this brace can be affected by shifting or movements of the patient, and may require repositioning.In this case, the patient was transported from the hospital to their residence in the Pittsburgh area, which would have been several hours in the car.We cannot determine if the brace was in the correct position by the time they arrived at their residence.
  
  - Approximately 3 days later, *** ****** contacted our office to discuss his concerns about the brace and was put in touch with **** ******.
  *** ****** offered to have the patient come in for a follow up visit to adjust the brace, however, the patient was now back home in Pittsburgh and it would not be possible for the patient to come back to our office since it is approximately 5-6 hrs. driving distance.
  
  - Upon receiving this complaint, we reviewed the situation and **** ******’s supervisor, ***** ****** agreed to contact *** ****** to see if we could resolve the matter.
  
  - ***** ****** contacted *** ****** on Jan 4th to discuss the situation.*** ****** indicated that he ordered another brace online.*** ****** offered to assist *** ****** over the phone when the brace arrives and *** ****** was agreeable.
  
  - We will follow up with *** ****** in a few days if we do not hear back.
  Please let us know if there are any other questions or concerns.  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My name is ******* ***. My son’s name is ***** *********. He was diagnosed of having ******* ******** *********. He needs orthotics boots and back in December 6th I went to order it at Lawall and they told me that it was going to be ready in 3 weeks. After 3 weeks I called and they said because of the holidays it will take one more week. It’s been 5 weeks and they said that they think is there but they are not able to find it. My son needs to sleep with this orthotics boots to help him keep walking. If he does not sleep woot then, eventually my son will have issues by waking normally and will walk on his toes. Which is what we are trying to prevent. Please help us we need this ASAP.

  Business response

  01/13/2022

  I am following up in response to this concern.  The item was ordered from the manufacturer on Dec 3rd and unfortunately the vendor was closed for 2 weeks during the holidays causing a delay in receiving the item on our end.  The item was received on Jan 10th and the patient received the item the next day Jan 11th.  Owner called father / patient and confirmed that they are satisfied at this time. 

  I apologize for the delay and will ensure that our staff communicates more effectively in the future.  

  Thank you for the opportunity to resolve this matter.

  Customer response

  01/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ***
  
  

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