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:10/08/2024

  Type:Service or Repair 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.

  This office DID NOT disclose that a form I was required to sign made my orthotics NON REFUNDABLE. The experience with the clinic was abysmal & was promised a refund on my $100 copay that NEVER HAPPENED . Then I received a bill that my account was PAST DUE even though I didnt receive my orthotics until after the due date of the bill. The orthotics are TOO WIDE & Im not allowed to cut them down AND theyre so tall my feet are PRESSED up against the top of my shoes and my shoelaces are completely undone. Im not willing to rebuy ALL my shoes two sizes too big so these c*** things will fit. I called to RETURN THEM and was told something I signed made them NON REFUNDABLE. At no time was I advised this, those pen pads dont show you what youre actually signing and they DID NOT TELL ME NO REFUNDS EVER. They misrepresent the truth and keep offering you to come in for more $100 appts but NEVER FIX THE PROBLEM. I was a FULL REFUND for the $100 visit I was promised AND the $500 orthotics that DONT WORK.

  Business Response

  Date: 10/12/2024

  It's noteworthy that between the phone call with our administrator on 9/30, the ****** review left under a fictitious name, and this complaint, there are details of this individual's statement and presentation of the facts that have shifted. The individual's significant other also wrote a review on ****** accusing our office of gaslighting. A cursory examination of other public reviews show this could be a pattern for this individual. These actions and statements by this individual have clearly not been in the spirit of cooperation and reaching a resolution.
  
  When our administrator spoke with this individual on 9/30, the administrator offered to have the individual come in to meet with her to assist in fitting the devices and troubleshooting the concerns expressed. If this failed, it was reviewed that the next step would be to see the doctor for an appointment. It was at this time that the individual became audibly frustrated, shouting, and swearing at the administrator. We have notes from this call that the individual refused our offer to come in and meet with the administrator, and stated that we as an office are "f**king ridiculous" and that the individual "doesn't have time for this bulls**t." 
  
  When the orthotics were dispensed, a member of our staff reviewed how to trim the devices if they were too long or wide, but cautioned against cutting too close to the shell as it can cause the top cover to prematurely wear away from the shell. This information was also provided on a detailed handout included in the bag we dispensed them in. This handout has been attached for clarity. We did not tell the individual not to cut them at all, but provided specific guidelines for how to successfully fit them into shoes at home. Patients are also always welcome to bring in the shoes they would like us to assist in fitting the orthotics in for them and there is no charge for this. 
  
  The copay that the individual was told will be refunded was not discussed on the phone call with our administrator. A concern must be known to be addressed and corrected. Our provider confirmed after reading this that he did offer to refund the copay, and we will do so. This was initially offered as a courtesy to address any confusion at the previous visit on the part of the individual, as a gesture of goodwill. This was a miscommunication within our office, and information did not reach the correct party. We do apologize for this unintentional delay, the $100 refund was initiated back to the individual's card on 10/11/24.
  
  Statements are automatically sent out on our system based on timing alone, it was not an intentional slight to the individual. We apologize for any frustration with the statement showing as past due.
  
  Custom made products are seldom eligible for returns in any part of business or medicine. The nature of custom-made products means that it is made for an individual and in this case, as it is also a medical device, cannot be returned.  In addition, our forms highlight and bold in red that the devices are custom and cannot be returned and that future exams or X-rays are not included in the device cost. This is a standard disclaimer all patients must sign prior to paying a deposit and initiating the order be manufactured. Our office DOES NOT have pen pads for patient signature. This is an outright false and misleading statement made by this individual in an attempt to shift blame. The individual was presented with physical forms to examine and sign. The individual was also free to decline our terms and not move forward with the ordering process for the orthotics. Our consent form (blank) has been attached.
  
  The full price of $450 for the devices is also disclosed on an orthotic consent and an advanced beneficiary notice of non-coverage that the patient did, in fact, physically review and sign. There is a discrepancy in the amount claimed here. A review of the individual's file shows the individual requested 2 additional pairs of off-the-shelf shoe inserts when the orthotics were dispensed. Our office does not agree to refund the cost of the orthotics ($450) or the two additional pairs of off-the-shelf inserts (totaling $50) as the products were received as requested by the individual. 
  
  Our standard office protocol is not to order orthotics at the first visit, but to trial some specific elements on a temporary device and give our staff time to check detailed benefits for orthotic coverage. Upon return for follow up, coverage is reviewed and then the patient is scanned for the devices. They are then ordered with the provider's detailed prescription. These functions are separated to allow the patient to give feedback on the trial period, allowing our physicians to craft an optimized orthotic for the patient. We endeavor to make sure the orthotic is able to function well for each patient, in some instances they do require adjustments or modifications. 
  
  The individual is still invited to return to troubleshoot the concerns with initial fit and function, which will almost certainly fully address the individual's concerns. Due to the individual's other interactions with staff members, we will ask the individual to meet only with our administrator as we feel this is in the best interest of all parties. 

  Customer Answer

  Date: 11/05/2024

  I reached out several times and was no offered an adjustment, just a response saying I signed something that makes the orthotics non-refundable. 
  
  I had issues from the first spot going forward and my issues were never addressed and I was treated as if I were crazy for asking questions, repeating information I was previously given, and if a review was left it was a full accounting of the experience received. 
  
  Also, I dont have a significant other, so again false information. 
  
  On the phone call where I was accused of yelling and swearing, I was actually crying and the fact they presented me as in the wrong and as being aggressive when crying says  a lot about how this establishment presents themselves & others to make themselves the victim while victimizing others. 
  
  The pad is a iPad type pad they made me sign but at NO TIME did they tell me it would make the orthotics no refundable.  They only stated it was a consent to treat which is 100% misleading, which again is the origin of all my complaints dealing with this establishment.
  
  When making a $450 investment, its fair practice to advise people theyre signing more than a consent to treat, and to actually make adjustments not just say, sorry non-refundable.
  
  Best,
  
  **** *******

  Business Response

  Date: 11/19/2024

  We reject these statements. Our office has no record of any attempted contact from the individual since her last call on 09/30/24, as described in our previous response.

  Solutions were offered, and in response the individual used unnecessary language with the administrator on the phone. There was no assumption, implication, or accusation made. We cannot speak to the individual's state of mind, but our employees are also people and we maintain that they also are entitled to common courtesy. 
  
  We've attached the individual's signed orthotic consent forms. This is not an electronic signature. While we use an iPad with 3D scanner to capture imaging of the patient's foot for the orthotic fabrication, we do not use electronic signatures within the office.  
  
  To re-iterate, the individual may set up a time to meet with our administrator to examine the orthotics and determine what adjustment might be helpful.