Complaints

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• Initial Complaint

  Date:08/30/2022

  Type:Billing 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.

  I went into Cardin and Miller back in March of 2022 for orthodics for my foot pain. About 2 weeks after getting fitted for them they arrived so I went into the office to try them on. After a week of wearing them my foot pain was not any better. So I went back the following week for an adjustment. This continued for 7 weeks and after 7 times my foot pain was still not any better. I put the orthodics on the counter and told the receptionist that I was done coming back here due to the fact that Ive come here 7 times and my feet still arnt any better. 2 months later i recieve a bill in the mail for $513 for the custom fitted orthodics. After reaching out to billing I was told by Heidi that I was responsible for the full amount bc they were custom made. So I reached out to the owner Steve M*****. He talked it over with the PT that did my fitting and said that since they are cutom made and were made correctly that i was responsible for the bill. He said I denied physical therapy, which i never did, and that i could return to the facility and he would look my orthodics and feet free of charge. I do not want to return there or get them refitted. I cannot believe that they lack customer satisfaction. After being inconvienced and returning 7 times they still want me to pay for the orthodics that never helped my foot pain. If your auto mechanic fails to get your car running correctly after 7 times would you go back for an 8th, 9th, or 10th time??

  Business Response

  Date: 09/13/2022

  This is in response to complaint ID ********.  We have been in business for > 16 years and have an impeccable customer service record.  Unfortunately, there will always be clients who are unsatisfied despite our best efforts.  As a medical provider, we record the details of each patients visit the day that we see them.  We are also bound by HIPAA regulations.  Since the client has initiated this exchange, we will share our perspective to the best of our ability while doing our best to remain compliant with HIPAA guideline as the client has not provided us with authorization to discuss his protected health information with you.
  
  In each daily note, we record what each patient says, what was said to the patient by the provider and the treatment that was provided that day.  In addition, we record our professional assessment of how the client is doing, their prognosis & our plan for the next treatment to help them achieve their goals.  This is done so that our providers have a point of reference visit to visit and to support billing (whether to 3rd party payers or directly to clients).  
  
  Here is a summary of the timeline as documented on each of the dates this client was seen at our office:
  
  This patient was seen on 2/28/22 for assessment of a chronic orthopedic condition.  He underwent a comprehensive evaluation at that visit that resulted in the provider recommending a course of physical therapy (PT) treatment, a shoe change and custom foot orthotics.  Client declined PT services but elected to proceed with custom orthotics. 
  
  As he has indicated to you, the patient was fit with custom orthotics on 3/9/22 by a Physical Therapist. The orthotics were inspected for proper fit, function and fabrication and found to be without flaw or defect.  The patient had no initial complaints about the orthotics and was instructed in a 2 week gradual wearing and break-in schedule.  Patient was billed $418 for the custom orthotics on this date.  He signed a proof of receipt acknowledging this cost at the time of receipt & received copies of our warranty and refund/return policy for custom products. 
  
  The patient was seen on 4/12/22 for a 2 wk orthotic check to see how he was responding to use of the custom orthotics.  At this visit, the patient reported to the Physical Therapist Significant reduction in pain in the heels and arches of the feet since receiving and wearing the custom orthotics; now able to tolerate wearing the orthotics which allow for less foot pain for approximately 4 hours.  Patient did report a comfort concern along the outer border of his feet, sparking the provider to make an adjustment in attempt to address the issue.  A one week check was scheduled to assess his reaction.  No charges were applied.
  
  On 4/19/22, the patient reported that the issue he had reported on 4/12 had not resolved with the changes made at that visit; still able to tolerate wearing the orthotics for 4 hours with less heel and arch pain both feet.  An additional adjustment was made to the device in attempt to address the clients concerns.   No additional charges were applied. 2 week re-check was scheduled to assess reaction. 
  
  5/2/22 - Orthotic follow up visit - Patient reported frustration with continued pain in the heels when standing > 4 hrs.  The provider modified the device in attempt to assist with the issue.  Since the acuity of the issue was improved, but the irritability of the condition persisted, the provider again recommended to the patient that a course of PT be initiated and completed to more comprehensively address his symptoms.  It was reiterated that the orthotics were most effective when they are a part of a comprehensive plan of care.  Since the client had declined to follow through with the initial recommendations of purchasing properly fitting shoes and a course of Physical Therapy, the orthotics were only partially effective in resolving his chronic issues.   No charge for this visit; he declined to schedule PT as recommended, but agreed to follow up for reassessment in 2 weeks. 
  
  5/16/22 - Re-evaluation performed.  Patient reported:  Since last visit, has noticed reduction in pain in the heels with standing more than 4 hours at work, able to tolerate standing 6-7 hours  of standing at work now.  Had a complaint that occurred While moving the Right foot on and off the gas pedal while driving for work".  Patient reported I do feel that the symptoms have improved with the orthotics, however they are not completely resolved.  Additional comfort measures were applied to the device since the patient responded favorably to the modifications done on 5/2/22.  There was a $95 charge for this visit due to the work that was done to the orthotic and the patient education and instruction that was provided; this is in compliance with the warranty policy that was provided to the client when he received the product.  Thus, the total bill was $418 for the custom orthotics + the $95 visit charge for a total of $513.
  
  The client contacted me to discuss his displeasure on 8/27.  I contacted  the patient directly to listen to his concern.  We reviewed the timeline and interactions as outlined above, and I offered to see the client free of charge to assess his condition and determine whether there were concerns regarding the product that in-fact needed to be remedied/addressed. As a courtesy, I approved removal of the $95 office charge on 5/16/22.  I reiterated to the client that I cannot refund the cost of the custom orthotics ($418) as they are a custom product that was approved by him prior to order, were inspected and found to be appropriately ordered & manufactured, and were documented to be properly fit to the patient (as outlined in our warranty/return policy).  If I were to see the client and determine anything on the contrary, I would happily provide a suitable remedy.