Complaint Review: WoundWear Inc

Our dog had sustained an ACL injury, and we were informed by our Veterinarian that she would require either surgery, or 6 weeks of rest, anti-inflammatories, and a brace to stablize the knee. After doing, what I had thought was indepth research, we had chosen the A-TraC Dynamic Brace from Wound Wear, Inc.  I had read, what I thought, were the reviews, which were all glowing and impressive, and watched the videos of the "Dr." explaining and presenting the product. It seemed like the perfect and best choice for our pet. 

Using their video and literature for guidance, I measured my pet for sizing. They supply a sizing calculator on their website that you enter your numbers into, and it gives you the size you should order according to your measurements. Although, when I called to order, the "Dr." informed me with the numbers I gave him, she required a smaller size than what the calculator gave me, and that is what he ordered for her. 

We received the brace within three days, upon which, we took it out of the packaging, inspected it, and decided at that time to wait a day or two to try it on our dog for the simple reason that we wanted to become more acquainted with the whole mechanism before trying to place it on our pet. We ordered a double brace because the research I had done suggested that over 60% of dogs with a tear in one leg will tear the other due to the imbalance of weight they apply to the good leg, so it made sense to give her the extra support before she injured her good leg. 

Attempting to put this harness and brace on an injured dog is not as easy as the video makes it appear. Especially when it does not fit properly to the dog's leg. At this point, the dog becomes agitated and aggressive. They are in pain, and confused about the process, and not happy. However, through love, encouragement and lots of snacks, we managed to get the whole thing, (harness, tethers and both braces) on the dog.  

My dog could not walk down the 4 back steps to the back yard.  She could barely walk across the floor. When she tried to sit, her legs would not bend properly because the brace's didn't fit her properly. Where her "knee" was supposed to be so she could bend it was way further down below that. The brace was too short in length from the top to the area of her knee, but definitely too long from the knee to the bottom of the brace. So the problem is not the size, per say, it is the way they make it. 

I called the company, and I use that term lightly, considering when you call, you either get the "Dr." or his daughter (that is it, the whole company), to try to figure out what to do about the situation. I was informed that I probably put the system on the dog wrong, and given some instructions on things to do differently, and to call them back after I tried these different instructions because if we were going to be mailing things back, we would only want to have to send one shipment (I had decided two braces was just too much for my pet to endure, and we should send the one brace back and get the cuff for her good leg instead. At this point, he told me we could just switch them out.) Had I done my homework, I would have realized the big price difference in the two and the red flags would have been going off harder than they already were. 

We made some adjustments, as per the advice given from the company, but not making any changes to the equipment itself as to void any part of the warrenty. The adjustments did make a difference in the fitting of the harness and back straps, but the brace itself still does not fit her legs properly. They are not made for her leg lengths, and when I called back to discuss returning the one brace for a cuff, I was at that point informed there would be a 15% restocking fee for the brace, to the tune of approximately $45. The difference in the price of a cuff ($130) and a brace ($225) should have covered that cost, and then some. 

Bottom line: you can not try the brace on nor return it if it doesn't fit. Exchanges only. The man became angry with me because I confused him with repeating his words back to him. The first sign of a rip-off is when they get angry with you for catching them up on a lie. Beware of this so called company. Once you give them your money, you are out your money, and stuck with a product that will in all likelyhood not be beneficial to your pet. It is a one size fits all product, that does not fit all. However, they cover their butts by making you agree to the "terms" before processing the order, and are very adament about you agreeing.  It is a very expensive lesson learned. Hundreds of dollars down the drain for a brace that does not fit my dog, and there is nothing I can do about it, because I agreed to the terms of "All Sales Are Final". Do not buy from this company. 

Angry and Broke