Complaints

• Initial Complaint

  10/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 28th 2022 my father had an appointment with **************************** to have his feet assessed and scanned for a pair of new orthotic insoles. My father picked them up July 26th 2022. He followed all the recommendations made to him while he was told he would be adjusting to the new orthotics. he attempted to speak with the clinician about the pain he was enduring and how they didn't just feel like the discomfort of becoming accustomed to them he stated they were painful and not supporting him in the right areas. He was informed that there was nothing that could be done about it, the only possibility was if the manufacturer gave the refund. After months of not being able to get hold of the clinician for follow up for a resolve, I told my father I would try to get an appointment to speak with him on his behalf. After a month, my appointment was today January 3rd 23. I attempted to share my concern of the pain my father exhibited with his insoles and curious to why there were no adjustments offered or re assessments. I was informed that orthotics don't work for everyone, a very small chance of user error and they did not believe in orthotics anyways. I shared that he had a successful pair previously, why were accommodations not made knowing the product brought in for a successful fit. I asked why he was selling a product if he didn't believe in it and had a biased opinion on the product as a listed service. Stated he made 100s of these and never had a problem, so there was little room for him to have made a mistake. I mentioned I had experience in the same process and how the company ensured I had a proper fit and when to follow up and then in a years time for adjustments. I had to ask why he was speaking in such a offensive and defensive manner with me as I came in hopes to have a mutually resolving conversation. To where I also mentioned if this is how he was speaking to me I now understand why my father was so upset after he attempted to resolve this issue. I had to mention how unprofessional several times he was behaving to where he then opted to deny any correction at all for my father. I then spoke with his contracting company ********************** in Kitimat about the behaviour I just exhibited and how he stormed off telling me has real patients to see in Terrace. Where I mentioned again that my father is a patient and he said well he obviously isn't anymore. I expressed I was very upset how I was just treated and flabbergasted at the behaviour of a clinician. I was informed they would speak to them as they work under their company as a contractor but said I would more than likely need to find another means of attempting to find a solution.

  Business response

  11/01/2023

  The complainants father had been scanned for a pair of orthotics in June.  He was made aware of the risks of such a order and that the orthotics may not be exactly like his old ones.

   

  My patient came into my office unannounced and entered my office looking for something to be done. I simply gave him his options. He wanted to be rescanned but the software is 3D imaging and the company recommended it would be worthless to complete.  After this instance a few months back, I didnt hear anything from the patient, until his aggressive daughter cornered me in my office at the end of a day and verbally attacked my character and my professionalism.

   

  Her father had been since (once again) emailed his options. ******** theborhtotics company has offered two possible scenarios which he was informed by email. I have had no other correspondence with either family member.

   

  A refund is not an option as stated in my email. ******** return policy for credit is within 45 days which was passed in August. I did call them to see what we could do, My patient has been informed of their options.

   

  I have never seen the father in a healthcare setting or a regular appointment, he simply googled orthotics, and booked an appointment. My style of care encourages active involvement and movement + exercise which to the best of my knowledge, this patient is not taking part in their care plan.

  
  
  

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the statements made here are inaccurate. My father was delayed opportunity to be able to be given the credit, he was told he must use them for a month before he would be willing to consider reassessment. To where my father called the office multiple times leaving a message for the request to return his calls for follow up. To which he also texted the number given with also no response. My father was not given exercises by the chiropractor but by the physiotherapist and he followed their recommendations. With no improvement he spoke with the chiropractor with no resolution. My father called **** and the contractor for the chiropractor and they fit him in to speak with him at the end of his day, he was asked to come in by the place of business, he did not show up without an appointment or announcement. As I did not corner him in his office he sat in on a stool across from me as I sat in a chair parallel to the door. He became irritated and aggressive as I asked questions and explained my experience with another company that does the same thing. To the point the clinician was yelling at me and barely stopped when I made him aware of what he was doing and how unprofessional I felt he was behaving along with  how I understood why my father was so upset after he spoke to him. As if this was how he spoke with me for asking questions about the process and trying to ensure the fit works and sharing my experience with a very similar product and service i cant imagine he spoke better with my father. Along with how he initially told me he didnt believe in orthotics to begin with. Hence I asked why he was asking a product he didnt believe helped people. Where he was even more irritated with. The response is unacceptable because nothing was done to ensure a suitable outcome was provided no provisions in place except a scapegoat in poorly providing a service they verbally stared they dont believe in. The supports are clearly in the wrong place and if this clinician had even looked to see instead of telling me there was very little room for human error, his eyes would have told him the supports were not in the right place. They should not be causing this much pain.
  
  Sincerely,
  
  *******************

  Business response

  13/01/2023

  My patient has been informed on his final options via the email he provided us on his initial paperwork on January 3rd, 2023.  The options provided are the scenarios given via the provider.  I will ensure the BBB receives copy of the disclosed email.

   

   

   

*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. ↩