After a consult with my husband's surgeon, it was ...

After a consult with my husband's surgeon, it was suggested that we purchase an iWalk to help increase his mobility. I called and spoke with someone from the Southside location and they said we could come in the same day and have the iWalk fitted and that we could test it out. When we arrived, we waited at Customer Service and then had someone take us to where the iWalk was located in the store. We were told, rather abruptly, that we would have to wait for someone to help us. Which was completely fine, there were several other customers in the store and we were very patient while an employee stocked a shelf directly next to us.

This same employee then came back and without introducing themselves began to tell us how my husband's Aircast was improperly fitted and secured. Having just come from his orthopedic surgeon and nurse we found this information to be quite startling. Not until we interrupted the employee's tirade, did they pause and listen. At no point did they ask about the injury and whether or not he was weight-bearing. Had they asked they would have found out that he was only 2 weeks post-op and was not allowed to put any weight on his foot. While I understand that there could be a rule about not asking a customer what their injury is, it was very obvious that my husband was not putting any weight on his foot while he was standing and crutching through the store.

It was extremely frustrating to sit there and be demanded to deflate his Aircast (against the direct instruction of his surgeon and nurse) and have the employee suggest they make the adjustments with no medical knowledge of my husband's injury. It took my husband and I firmly stating 'No, we are not comfortable with this" for the employee to actually listen and move on.

After struggling to adjust the iWalk to my husband's height, and giving no advice on how to walk with it my husband began testing it out. While he was walking around, I inquired about the assembly of the iWalk. I was immediately greeted with hostility and a condescending tone. I was told that they do not assemble it in store and that I would need to 'watch a video". When I asked about the difficulty of assembling the iWalk at home, I was again greeted with condescention and told to 'watch the video'. My question remained unanswered for the duration of our time in the store despite me asking again after the employee revealed that they used to assemble it in store.

After testing the iWalk, the employee also stated that we should try the knee scooter. Thankfully, the employee noticed that the first scooter was broken before having my husband test it. However, the second scooter was also broken. The brakes did not work and my husband did not discover this until he tried to stop.

At the conclusion of the trials, the employee left us with simply stating that she would be at the front when we were ready. At no point did any education on either option take place, nor tact when working with us. It was off-putting and very frustrating to be spoken to and treated in a disrespectful manner.

Obviously, we will be taking our business elsewhere. Specifically, Accelerated Orthopedic Service and Medical Supply. I would suggest anyone else considering Healthcare Solutions to check with Accelerated Orthopedic Service and Medical Supply first. They customer service is OUTSTANDING.