Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 31/08/2023 ***************************************************** ****** (Coquitlam Podiatry ************) abruptly cancelled my 4:40 pm appt. that was scheduled for me to get a pair of custom foot orthotics because I was a few minutes late, and although I got to their ****** just before they closed. I emailed them at 4:24 advising that I was running late and twice before explained that it is very difficult to get to their ****** because I work during their ****** hours. * **** **** *** ** *** ** * ***** ********** ****** ****** ** *** ** **** ***** but was too much after hrs traffic and a police matter on the road. I told the receptionist this before scheduling the appt. At the time of scheduling the appt. I was told they do not open on Saturdays and their website also reflects this. I requested a full refund because I am in significant pain and need orthotics. I no longer want to do business with a doctor's ****** that is insensitive and unaccommodating, especially as I will need to have follow up appointments. I paid $365.00 and they are refusing to refund my money yet they are unwilling to accommodate people like me who work during their business hours and are in a significant amount of pain-the doctor is aware of this. I have also requested to speak with the doctor about this and they have refused. ***y sent me an email saying "Hi ***************************, we cannot refund your orthotics. ***y are a custom pair made specifically for you. You will see on your invoice that we do not do refunds. Our business hours are 9:30 - 5:00 Mon to Thurs, alternating Fridays 9:30 - 1:30 and one Saturday per month. Our ****** is very busy and we work hard during those hours. We do not need to justify to our patients why we need to close on time. If I were late for an appointment with my doctor I would definitely not expect her to stay after hours for me. We will be happy to fit you in on Saturday, Sept 16th to pick up your orthotics, if you wish." *** clinic is located at ***************** Coquitlam, **

  Business Response

  Date: 02/10/2023

  Hi

  ******* emailed to say she would a bit late and would be there asap. She was over 20 minutes late. At the time of booking, if she had said she has difficulty making the appointment due to work, we would have explained that we close at 5:00. If she looked at our website, she would know our schedule is 9:30 5:00 and she still booked her appointments. We do work 1 Saturday a month so we would not have told her we dont work Saturdays.
  We are not looking at our email constantly,especially at the end of the day. When patients are running late, they always phone us and if we know they wont make it by closing we will usually reschedule.
  When my coworker did see the email,she called ******* at 4:55 and ******* said she was still not here.
  When it was explained to her that we had to close at 5:00 she immediately became confrontational and started yelling that we should wait and that she was very close. We explained that the doctor had a flight to catch and so we did have to close on time. She said she should have been informed of this before her appointment which is why I wrote that we do not need to justify why we close on time. She continued to yell at ******* and would not listen to any offer of rescheduling. We had a patient waiting to be served and he could hear her voice over the phone from the other side of the counter.
  She would not hang up the phone and it was now after 5:00.She said she was here but she was not. She was yelling for a refund. At this point I took over the phone from *******. It was after 5:00 and **************** left. He did not see her waiting as he left.
  She continued with me, demanding a refund. I explained our policy and offered to fit her in on Saturday Sept 16th, despite it being fully booked. It was our next working Saturday. She paused as if considering it but then just continued yelling for a refund. She hung up.
  She did call again a few days later and continued to yell and swear. She did say it takes her 5 minutes to edit and send the emails to BBB.******* responded by saying that if she edits we still have the originals.
  To be fully transparent I enclose the emails we exchanged.
  Regards
  ****
  MOA
  
  ***************************** Thu, Aug 31, 5:17?PM
  
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  Customer Answer

  Date: 13/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The receptionist never informed me there were would be a Saturday appointment available at any time and the companys website does not reflect that. This is a set up for failure for anyone working during their business hours. Additionally this is very misleading.
  On two different occasions when scheduling appointments I explained that I have difficulty getting to their weekday appointments because I work. The receptionist responded with silence when I said this.
  I was not over 20 minutes late.
  It is not my fault that they did not check there emails. Written communication such as texting and emailing is now the norm and it is faster than dialing, waiting for someone to answer or waiting on hold when you are already running late and driving in traffic.
  I was not confrontational; I was driving and speaking above the sound of my engine and traffic. These people do not know me to assess when I am being confrontational or not.
  The receptionist did say something about catching a flight however I never asked for a justification.
  Please have them play evidence for you of me swearing at them. This is an out right ***.
  Yes I did say I composed my email so I could easily edit it to a complaint for the BBB. This is a writing technique.
  I do not wish to do business with this doctor because of how I have been treated. Im purchasing a medical device that I need to manage pain. It will require follow up appointments and patients have to trust the doctor and his/her staff. This trust and credibility does not exist between myself and the doctor or his staff. Especially as they are not forthcoming about the availability of Saturday appointments from the getgo. Why would they have denied me a Saturday appointment from the very start???

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 18/10/2023

  Hi

  I stand by our original response. We do not record our phone conversations.

  The receipt that the patient received after paying her deposit says that we do not do refunds on custom foot orthotics. We do adjustments at no extra charge, if needed, for up to 3 months after orthotics are received. The patient has not paid the remaining balance on her orthotics so we are left with the loss.

  If she would like to pick them up and pay the balance we will give her the paperwork to submit to her extended insurance. She should then be reimbursed by her insurance company.

  I understand, given the way she feels, that she will not be comfortable coming in but I can assure you that we will be completely professional. That being said, because of her treatment of staff here, the doctor does not wish to see her.

  This is our final response.

  Thank you.

  ****

   

  Customer Answer

  Date: 18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please be reminded that they 1) cancelled my appointment while I was doing my best to get to their office to get the orthotics and pay the balance, 2) they withheld the fact that they could have given me a Saturday appointment from the very start and 3) their website does not indicate that they are open on a Saturday is telling and this indicates a lack of transparency. Ive added a screenshot of their hours as advertised on their website. I would not be surprised if other customers had the same difficulties I am now having with them. 
  
  
  They are now wanting me to pay them the balance and stating that the doctor does not want to treat me/complete the fitting??? This is blatant exploitation. 
  
  
  To do so would 1) leave me without proper fitting (which I cannot do myself), 2) without follow up (which I also cannot do myself) and 3) with no insurance coverage for the next three years. I do not have money to pay anyone else to complete whatever they started. And furthermore if I make a claim on my insurance for an unfinished and/or ill fitting pair of orthotics I would have to pay another provider at full price.
  
  
  I want a full refund for the deposit I paid on August 8, 2023; the amount I paid was $365.00. * **** **** ** ****** **** * ** ** **** *** ** ***** ** *** ******* *** ******* *****. The longer I have to go without orthotics because they are grinding their heels into the ****** ** *** ***** ** ***** *** **** gets.
  
  
  And Im sure this company is financially able to give me back my money so I can go to a trustworthy company.
  
  
  ***************************;

  
  Sincerely,
  
  *****************************