Complaints

• Initial Complaint

  15/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 10th, 2023/ Invoice ***** ************ ******* ***** ** **************  Description: Initial Chiropody footcare services (never request this service) $70 I scheduled a "clinic pedicure" at Burns Gray Ortho-Medical by phone a month in advance after asking everything about this service and the personal over the phone told me the steps that I compared with other places and prices, finally i decides for Burnsgray Ortho Medical because is closer to my apartment.. The day before, August 9, 2023, they called me and confirmed the time for 11:00 a.m., when I arrived the secretary said that it was at 11:30 a.m. Meanwhile I filled out a form that they require; One of the questions said: have you had foot problems before? I explained that a toe was red and swollen months ago, that my family Doctor confirmed that there was no infection or fungus and the reason for requesting a pedicure with a podiatrist is which is more hygienic and safer than in a salon. The podiatrist ******* ***** appeared at 11:15 a.m. and said I have time between 2 patients, the other one arrives at 11:30 a.m. I'll see you in this other room. In less than 10 minutes, he told me there is no infection, he cut 2 nails of my feet and and he told me that the session ended. I paid $70 for nothing because "I HAD SCHEDULED A PEDICURE". I complained to the secretary at the counter and paid the $70 because I had signed a document that forced me to pay even in the future. The secretary said that ******* ***** was in charge and there was no one else to call.I contacted them by email and a person answered me that the podiatrist detected that there was no infection, that I knew! The reason for the appointment was other, "I was requiring a Clinic Pedicure". If they review the form I filled out and the reason for the appointment I made a month before, they could know what is the problem. If the centre has problems with the personal who schedule the hours over the phone, they must respond for that. In addition, the chiropodist read on my form that I was there for a pedicure. I am asking my money back because I did not receive the service offered and scheduled on the phone.

  Business response

  16/08/2023

  Good morning,

  A "clinic pedicure" as this patient requests is not a service that our clinic offers. Our clinic offers routine foot care services to maintain the health of feet and ensure that the skin and nails are functioning well. After a review of a patient's medical history, a physical assessment, treatment, a treatment plan and patient education to prevent further issues are reviewed with the patient. High standard sterilization of tools used is necessary to protect patients.  As stated in our patient consent form that the patient reviewed prior to treatment, our clinic services are non-refundable, Our clinic time is valuable, just as a patient's time is valuable. However, the offer still stands for a complimentary 2nd opinion appointment with another foot specialist at our clinic to see what issues remain and if our clinic can do something to appease this patient. We have not yet heard back on our offer. 

  Regards,

  Burns Gray Ortho Medical

  Customer response

  17/08/2023

  
  Complaint: 20470801
  
  I am rejecting this response because: It doesnot address my issue
  
  Sincerely,
  ******* ********
  

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