Complaints

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  22 August I had an appointment with ********* Podiatry, ************************************************************************, who had been recommended to me by my podiatrist at ****** Permanente because they would give me a discount.I signed a contract saying that my money could not be refunded since it was a custom order. I paid $475 for orthotics and $185 (I think) for the appointment.I was told it would take something like 3 to 6 weeks to receive them (I cant remember exactly.)18 September (about 1 month from 22 August)I called ********* Podiatry to find out about my order only to be told that it was now 6-8 weeks before my orthotics would arrive.3 October (6 weeks from 22 August)I spoke with my podiatrist at ****** who said that 6 weeks was a ridiculously long time to wait for orthotics.I called ********* Podiatry only to be told that it was now ***** weeks from 22 August! The first person hung up on my after I got upset and wanted my money back. If I had know this in the beginning, I would never have made the order. I called again and was sent to someone else who said they would not refund my money and that they would never tell me anything but ***** weeks! They said that they had no control over the time frame and would not cancel the order. I am now suspecting that I have been definitely misinformed, misled, and possibly scammed. I consulted the Better Business Bureau. **************, ************* and filed a complaint.

  Business response

  10/12/2023

  TO WHOM IT MAY CONCERN,
  DUE TO HIPPA LAWS WE CANT DISCLOSE TO MUCH REG PATIENT. WE ARE A PODIATRSIT OFFICE WHO OFFER DURABLE MEDICAL EQUIPTMENT. ALL WE CAN DISCLOSE AND HOPING THIS WILL BE ENOUGH. THIS PT CAME TO OUR CLINIC FOR CUSTOM ORTHOTICS. PT SAW ONE OF OUR PODIATRSIT AND WAS MEASURED FOR CUSTOM ORTHOTICS.THERE WAS A MISSUNDERSTANBDING WITH TURN AROUN TIME REQ FFO. WE TAKE MEASUREMENTS AND HAVE THEM SENT ELECTRONECTLY TO AN OUTSIDE ***. WE INFORM PATIENTS DUE TO ISSUES W *** (STAFFING- SUPPLIES-ECT) ORDERS ARE TAKING MORE TIME TO COME BACK. BETWEEN ***** WEEKS. WE ARE INFORM AND HAVE PT SIGN, THAT CUSTOM ORDERS ARE NON-REFUNDABLE AS THEY ARE CUSTOM MADE. WE CAN ONLY MAKE ADJUSTMENTS. ********************* REVIEWED AND SIGN AGREEMENT. WE ALSO HAVE TRIED TO WORK W HER AND THE *** TO GET HER FFO BACK SOONER. I HAVE BEEN WORKING W *** PERSONALLY TO GET THEM EXPEDITED. WHICH THEY CAME IN FROM *** 10/11/23. SHE WAS SCANNED ON 08/22/23. FROM THAT DATE TO THE DATE RECEIVED IT WAS 7 WEEKS, WHICH IS WELL WITH IN THE ***** WEEK TIMEFRAME. WE GAVE PT A CALL TO INFORM HER THAT HER FFO ARE IN. NO ANSWER. A MESSAGE WAS LEFT ON HER VOICEMAIL. WE IN NO WAY ARE TRYING TO SCAMM HER OR ANY OTHER PT. SHE HAS BEEN VERY DIFFICULT TO TRY TO PLEASE AND HELP. WE HAVEDONE ALL WE CAN REGARDING THIS MATTER. I HAVE ATTACHED COPY OF THE AGREEMENT SHE SIGNED. THANK YOU FOR YOU TIME REGARDING THIS MATTER.
  

  Customer response

  10/15/2023

   
  Complaint: 20693189
  
  I am rejecting this response because:

  ********* Podiatry insists that I was informed of their ***** week time line on receiving orthotics (I assume from the time of my appointment). This was absolutely not the case. I was given 2 different timelines, the first when I initially called for an appt between 14 August and 22 August, I was told 3 or 4 weeks to 6 weeks. On 18 September, I called to check on my order only to be told 6 to 8 weeks. I did not hear of the ***** week timeline until 3 October (6 weeks from my appt.) and only because I happened to call. This last timeline is not acceptable. If I had know this at the beginning I never would have placed the order. ********* Podiatry refuses to take responsibility for poor and possibly dishonest communication, so I do not see a resolution.

  Sincerely,
  
  *******************************

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