Complaints

This profile includes complaints for Summit Orthotics & Prosthetics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Summit Orthotics & Prosthetics has 8 locations, listed below.

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  Summit Orthotics & Prosthetics

  2420 Grear St NE Ste 6 Salem, OR 97301

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  Summit Orthotics & Prosthetics

  1630 9th Ave SE Albany, OR 97322

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  Summit Orthotics & Prosthetics

  345 SE Norton Ln STE A McMinnville, OR 97128-8480

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  Summit Orthotics & Prosthetics

  2200 NE Neff Rd STE 307 Bend, OR 97701-4279

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  Summit Orthotics & Prosthetics

  400 NW Walnut Blvd Ste 100 Corvallis, OR 97330

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:03/28/2024

  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.

  In January I paid $269.39 to Summit for a hip-brace that was recommended by my orthopedic physician due to repeated hip dislocations. My health insurance company ********************* ******** Advantage) paid Summit and indicated that my share as a copay should be $155.17 leaving difference of $114.22 which should have been refunded to me. I have contacted the *********** office several times since the claim was processed by UHC without a satisfactory result. I was unable to find the main office to contact to get this issue resolved but was unable to get an address or phone number.

  Business Response

  Date: 04/08/2024

  Apologies, I have been on vacation and unable to respond to this complaint until today.

  **************** called on 1/8/24 regarding a refund request. At that time, his insurance had not yet issued us an EOB or payment to notify us of any overpayment. We cannot process a refund request until this is received. The processed EOB is dated 1/27/24. This was actually received and processed by our office on 2/05/24. This is when the refund is placed in the queue for processing. We state in our intake paperwork as well as the signed Financial Responsibility form that refunds can take up to 45 days to be processed from this time. **************** called again,13 days later on 2/22/24 to follow up. He was told at this time that we do now show a refund on his account to be processed. The refund was processed on 4/2/24. None of our offices have received any calls since 2/22/24, nor any inquiries as to how to get ahold of our main office. For future reference, all of our offices are easily located through internet search engines or by asking the local office. Please reach out if the refund is not received by 4/16/24. Thank you.

• Initial Complaint

  Date:08/11/2023

  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.

  August 11, 2023 RE: Summit Orthotics 345 ***************************** Ste A *********** **. ***** VA sent me to Summit for brace examination and measurements for shoes. They adjusted my brace by adding strap, told prosthetist I needed 2 different sizes for each pair of shoes. Prosthetist said they will NOT do that and to contact VA. Also said for me to bring in my other brace for a strap. Contacted VA. Brought in my other brace for strap. Called me for appt. to p/u shoes. Asked her if they were different sizes as requested, she said yes, LIED to me. Made me come to store only to find out shoes were not correct size. Asked to p/u 2nd brace. Prosthetist said I didnt bring it in. She LIED. Contacted OM to report what Prosthetist said. ** then said there was no 2nd brace. She LIED. I complained to inform her that Prosthetist was to put on strap on 2nd brace. OM said she would check again. OM found my 2nd brace with no strap. OM asked prosthetist why she said I didnt bring one in. Prosthetist said nothing. ** called to say she found my brace only to tell me YOU ARE THE WORSE PATIENT THEY HAVE EVER HAD TO DEAL WITH, VERY RUDE. Receptionist called to make appt. to p/u shoes. Asked if they were correct size as she LIED to me last time and I didnt want make the trip for nothing. Started yelling at me that she was not going to argue with me. Said, do you want the appt or not? Appt was set but on that day, they cancelled my appt. Left message that all three of females have LIED to me, was not going to have appt with prosthetist, has no creditability with me, at all as she lied to me 3 times. I would make trip there to pickup shoes and sign papers at counter. This was about 3 weeks ago and have not heard another word from business. All 3 females LIED to me. Have no trust in this business or employees. Meanwhile my shoes are being kept from me. I am a disabled veteran who needs my shoes. OM=Office Manager VA=Veterans Adminstration

  Business Response

  Date: 09/11/2023

  Hello, I have apologize for the late response. I believe the emails were going to a former employee and I was out the last week and a half.

  I have reviewed the patient's chart and spoken with the parties involved. It sounds as though a mistake was definitely made regarding whether or not we had the brace on hand to which a repair was requested.  The front desk staff were all advised by the practitioner that she did not have the brace and had not taken it from the patient. There were also no notes in regards to her doing so. So, misinformation was provided to the patient by each of the front desk employees he spoke to as they were going by what was told to them.  The practitioner has been spoken to about this error.

  The comments by our staff listed above have been denied by all involved. I am not able to confirm or deny that these are statements they made, but it has been made clear that these would never be appropriate responses to a patient.

  At this time, we have shoes in stock for this patient that we would need to schedule a fitting appointment to provide.  We can do this at one of our other locations if the patient would like. We do have multiple sizes for the patient to try. If the patient would like to proceed at our ******** ******** office, please let me know and we can arrange to have the shoes transferred and an appointment scheduled.

  Customer Answer

  Date: 09/15/2023

  the office manager made this slanderous statement, she is lying, I even repeated the exact same words back to her when she initially said them.

  These are not words that are made up, she needs to be fired along with receptionist. As proof of her toxic statements, i will volunteer to take a polygraph for myself

  and those other 3 employees that are lying to you. AND I will pay for the polygraphs out of my pocket to prove you are being lied to. 
  For the office manager to claim she didnt say this is liable for a law suit in my opinion. This is not a business that should be allowed to deal with the public. Whether u were there or not, the proof will show up on the polygraph.  As far as another measurement, it is NOT needed as it was completed in the initial appointment.  No trip to ******** any other town is a waste of time when your female already did so in the beginning.  I know my size, your office already measured me, your company is NOT to be trusted with any members of the public or personal information. Think about why anybody would claim how rudely you are treating patients if it wasnt true. YOU are beating around the **** with your denial. I want to put my words in a court of law, DO YOU?

  , 

   

   

  Customer Answer

  Date: 09/15/2023

  Office manager is lying, I repeated her exact words to her when she made that slanderous statment.

  I will pay for a polygraph for my self and 3 other employees as how serious I am with these words from office manager.....your denial wont work , it will show up on the polygraph. I dont need to to have measurements completed again....as i know what they are and your so called NP already  completed this task.

  In my opinion, u have made words liable in a law suit against your company.

  As stated , just order my shoes , I will pick them up and sign for them. Is no need for me to speak to any of those nasty employees.

   

  Customer Answer

  Date: 09/22/2023

  The resolution is for summit to give me my shoes that they ordered for me, stop lying to me, show others how rotten this business treats their customers

  Business Response

  Date: 09/29/2023

  We have your shoes ready for you as stated. We are under the impression that you do not want to return to the *********** office to receive them. Insurance requires that we have an in-office appointment to confirm fit before providing. This is not a measurement appointment, it is simply you trying the shoes on before you take them to be sure that they fit you correctly. Again, this is required by insurance. We are happy to do this at any of our offices for you. Please let us know where you would like to receive your shoes and we are happy to provide them to you.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20456878
  
  I am rejecting this response because: I am to receive 2 pair of of shoes, both  pair have diifferent sizes of each pair....in other words a one shoe size 12 1/2 and one shoe size 11 1/2 for each pair along with 4 pair of diabetic socks as stated on doctors orders.
  
  Sincerely,
  
  *********************