Cranial Technologies - Orthotics & prosthetics service in Hackensack - 2 University Plaza Dr Ste. 111, USA

The worst experience I've ever had. I spent 4 months to get a helmet and my baby still doesn't have it.Insurance department is the seven rings of hell.During my communication with them I had filling all of them are on intellectual disabilitie.They know nothing and they can do nothing. No explanations what exactly they need from my insurance,and after apeal process was done they informed me that was not exactly what they need.I spent 4 months of my life and tons of nerves to start treatment and still nothing. Please ,begging you !!!don't have a deal with this company .Anywhere else, just not here. Save your time and nerves !!! I wish,I could put them -0 stars 

1. The technology is amazing! My son's head was severely and visibly asymmetric. He began the treatment since 5-month old. After only 6 weeks of treatment, his head became perfectly symmetric. 2. The waiting time is very short. My longest waiting time was about 10 minutes. 3. The technician, Rachelle, is very professional and patient. Very happy experience with her. 4. I prepaid the bill before the treatment began. After my insurance company approved the claim, Cranial Tech automatically sent me a check of refund. 5. I am so happy that I didn't believe the b*ll sh*t reviews and comments by some users here. I am happy that I decided to choose Cranial Tech. As a PhD and professor, I can tell that Cranial Tech has done everything right. Just trust their technicians and follow their instructions, then your kid's problem will disappear.

The clinic staff itself are amazing! I give them 5 star. The staff was thorough and did great at my daughters consultation but Horrible! Insurance verification department is the worse they have delayed my daughters treatment by weeks. I asked to speak to supervisor and still waiting for their call back. My insurance needs no prior authorization or script. All cranial needs to do is submit claim. My insurance told me they covered it and I just have a con insurance: Cranial insist they need to submit paperwork. I have spoken to 5 reps and they had promised to send all paperwork Tuesday but just today sent it out. So frustrated and livid !!!!!

The office experience was a breeze and the staff was nice. Was told it would take about 2 weeks to get started. However, I went out OVER a month ago and the insurance team still hasn’t verified my daughters information. My insurance did change since the visit but I gave them plenty of time to update it. I call them a few times a week and they always “expedite” my request. She went in at 5 months and probably wouldn’t get the helmet till 7 months(that’s if they ever take it serious and call me back). Decided to go with another company who cares about their patients & promised to be much faster. Wasted crucial time for no reason. Disappointing.

Felt inclined to leave a review of this company, with the hopes that anyone who reads this review strongly considers taking their business elsewhere, even if your pediatrician refers you to this place. I have never had a more polarizing customer experience in my life than I have had with this care provider. The most shameful part about this experience is that the office staff providing the actual care and doing the work have been some of the most pleasant and compassionate people I have ever come across. However, the experience I've endured in my attempt to traverse their insurance/billing department to understand and fulfill my financial obligations for this care provider as it relates to my health insurance coverage has been nothing short of disgraceful. As vulnerable new parents trying to navigate the world of plagiocephaly, we were immediately lured into a payment authorization agreement with Cranial Technologies to kickstart the treatment, under the false premise that they will work with our insurance company on our behalf to determine coverage and ultimately out of pocket costs for us. They even attempted to have us pay for this treatment "upfront" (approx $3k+). This was the first red flag. When we opted to change from the pay in full to a 3 payment plan, the receptionist seemed annoyed and even tried to talk us back into the pay in full. We felt pressured, and did not want more time to pass that could potentially cause irreversible damage to the shape of our child's head, so we ended up signing the payment authorization agreement under duress, but with the belief and hope that Cranial Technologies would work in our best interests with our Healthcare Insurance provider. Shortly after making the first payment we were advised in writing by our insurance company that we owe $0.00 to this provider, and that our insurance company negotiated a discounted rate with this facility. A copy of this letter was immediately provided to Cranial Technologies and we had wrongfully assumed that the remaining payments would cancelled, and we would be reimbursed our out of pocket costs at a later date. Two weeks after the date of the letter, we were debited the 2nd payment. When we called to reconcile the payment and tried to reverse it it, despite the confirmation we received from our insurance provider, we were basically told that they were still in the process of "figuring it out" and that it could take up to 30-45 business days to resolve the matter. When you call the office to reach this department, the pleasant on-site office staff is happy and willing to transfer you to the insurance/billing department (who I assume does not work at the same office). Upon being transferred, you will wait on hold for a minimum of 15 -20 minutes. When I finally reached a representative to escalate this matter and figure out what was going on, I was basically told that I was "bound" by the pre-authorization agreement and that there is nothing they can do to cancel it, despite the contradicting information I received from my insurance company. Furthermore, when I requested to escalate the matter to a supervisor for more information, I was patronized by a rude customer service representative and told it was a "simple" matter and that there is no supervisor to speak to or escalate this matter to. While all this was happening, my insurance company was also conducting an investigation to follow up on my behalf with this same department. Just this morning I was contacted by my insurance company and told that they attempted to investigate this matter further from their side and even tried connect with me and the insurance and billing department on a 3 way conference call. How convenient that the same unhelpful representative I spoke to initially was also the same representative my insurance company spoke to and told me was rude and unhelpful, and conveniently the call was dropped/disconnected when my insurance provider tried to connect with me via conference call. I've made sure with my bank that Cranial Tech will not get another penny from us.

The appointment schedule process is very straight forward. The staff working at the facility is super friendly. Our first evaluation went smoothly with guidance. The doctor eased my concern during the consultation. She explained everything in detail who was very patient and helpful. Although our son has mild condition and don’t need a band, I will highly recommend this place for all parents with concerns with their baby’s head shape.

So far I am disappointed in their availability for appointments. It adds more stress to working parents. They need to come up with a solution to accommodate later appointments for single working parents. These are children not retired elderly people they are working with. I felt as if they were a bit condescending that I have to work and have to scramble to find someone to take my daughter. I didn’t love the female clinician’s tone. How else can one afford this expensive device if they don’t work. I will update review as time goes on. Their customer service improved and they became flexible with scheduling.

We started our daughter’s treatment when she was 8 months, we were told the time frame would be 3-4 months. She just got off the doc band today.The difference is amazing! We never had trouble with anything, they always treated us kindly and were very professional. We were lucky enough to have the same clinician the entire 3 months. A great thanks to cranial technologies but also Rachel for explaining everything in detail every 2 weeks and being so great!