Complaints

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Tall Walking Boot 3/8/24-order #****** $89.60 pd by Credit Card Refund allowed within 30 days Requested to return on 3/30/24 Confirmation of Return Request 3/30/24 Authorized return #1400 on 4/1/24 I contacted them on 4/19/24 regarding receipt of boot and refund Messaged back and forth several times and denied refund due to "usage".

  Customer response

  04/23/2024

  I received a reply to my review on Source Ortho's website.  They still say there was dead skin in the boot and scratches on the boot.  I have said the only time I had the boot on was with a sock, so no dead skin would be present,  I walked briefly on my carpeted floor to try the boot out, so there should be no scratches from me.  I was on a scooter for the first 4 weeks of my recovery, with a shoe that the doctor gave me and then went to the short boot that I had from a previous surgery.  That boot from use from the previous surgery plus this surgery has less scratches and no dead skin inside from two surgeries.

  The bag that the boot was wrapped in, was open when I got it; so, I feel like they shipped me the used boot.  I did not take photos or feel the need to give the boot an inspection, but I probably should have since the product came to me with an open bag.

   

   

  Customer response

  04/29/2024

  I was reviewing my notes to the company and to BBB and I realized that I failed to mention that I was on a scooter from my surgery on March 15,2024-April 15, 2024.  So the boot touched nothing other than my carpet while putting the boot on and taking it off.

  Business response

  05/08/2024

  The customer returned a boot that she had purchased.  We received the boot back and upon processing the return, there were found to be deep scratches on the side of the boot and it showed some signs of wear. We require that all items be returned in new and unworn condition (stated via email when the return is processed). This boot was not in a condition to be able to resell.  We let the customer know and offered to send the item back to her as we will be disposing of it if she does not want it returned.  She has filed this complaint in response to our standard return policy.  We take pride in only selling and shipping items in NEW condition so that our customers feel confident and comfortable with what they purchase and receive from us. 

  Customer response

  05/14/2024

  I am sorry that I didn't get back to you earlier, I was caring for my daughter who had surgery.

  I w*** to send some pictures of the boot that I have and show you how it shows virtually no signs of wear and tear like Source Ortho is claiming that I did to their boot, while I was on my scooter.

  I can send these photos to you within the next day or so.

  Thank you!

  Donna L***

  Business response

  05/14/2024

  We would like to send the boot back to you so we can resolve this issue. 

  Will that be an acceptable resolution for you?  

  We cannot do anything with the boot as it was returned to us in worn condition.  

  Customer response

  05/15/2024

  Here are photos of the boot that I wore for both surgeries.  As you can see, the bottom shows some dirt from wearing it after I was released from my scooter, but there is very, very little scuffs, dirt, etc. to the outside of the boot.  The inside shows a drop of blood that came from my incision during the first few days of walking in it.  There is no dead skin or anything else in the boot.

  I did not wear Source Ortho's boot!  I was on a scooter for 4 weeks and then went to my short boot after that for 2 weeks.  I wore socks and long p***s the entire time I wore the boot (and tried on their boot) on my last surgery because it was winter in Illinois!  I only tried their boot on in my carpeting living room with socks on; the dry skin and scratches to the boot are not from me.

  I feel that I received the worn boot, since it arrived in an open bag inside the box. 

  I did not wear the boot, damage the boot or anything else.  

  I do not w*** the boot back, I W*** MY MONEY BACK!!!

  Donna L***

  Customer response

  05/15/2024

  I am rejecting this response because:  I don't want the boot, I want my refund.  Please look at the photos and message that I just sent to the BBB.  I did not wear or damage your boot.
  
  Sincerely,
  Donna L***

  Business response

  05/15/2024

  The bag these are shipped in from the manufacturer is open and not sealed. The boot was brand new from the manufacturer and shipped directly to you.  We cannot send this boot to any other customer due to the damage it acquired when it was in your possession. 

  We take our returns policy very seriously for the protection of ALL of our customers and we do not just blindly accept items back in any condition and offer refunds. This policy is in place so that every customer who shops with us can trust that the product they are receiving has not been used.  

  Again, we are more than happy to send the boot back to you.  You are welcome to resell it as a used item on any various platform of your choosing so that you can recoup your money.  

  Customer response

  05/16/2024

   I am rejecting this response because: I did not wear this boot, other than trying it on.  You may claim to send an unused boot, but I believe this one slipped through your process.  I did not wear (other than trying on) or damage this boot.  

  This is your word against mine.  I unfortunately did not realize that I would have to defend not using the boot or scrutinizing the boot upon delivery, or I would have taken pictures on my end to prove that it came to me damaged, because I did not damage it, due to not wearing it!

  As I've seen from the many reviews of your company, you have many customers that are not happy with your products, customer service, and/or refund procedures.  I would hope that your agency would do right in the customer's eyes!  I should be refunded my money!

  Sincerely,
  Donna L***

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have included all details regarding my complaint in the attached document (letter). Please let me know if you have any questions!

  Business response

  02/05/2024

  The customer ordered a cold therapy unit with XL Knee pad (Breg Polar Care Cube) for a price of $188.00 plus expedited shipping fees.  We were temporarily out of stock of the XL knee pad for this unit due to a delayed incoming stock order. 
  We called the customer and offered him an upgrade to the Breg Polar Care Kodiak unit with Knee pad (knee pad size is the same size as the XL knee pad).  Cost of this unit is $10 more (cost of unit and pad) than the unit he purchased so we happily offered it so would arrive to him quickly as requested. The customer quickly agreed and we shipped the Breg Kodiak unit. See attached screenshot of the cost of the unit with the pad.  
  At no time did we offer the customer the Breg Polar Care Wave unit with pad.  This unit offers cold and compression and is significantly different than the product originally ordered.  Also it is significantly more expensive as well, priced at $349 for the unit with the pad (almost double what the customer originally paid). 
  The interactions with the customer were filled with him screaming the F-word at our customer service agent who was trying to explain to him that we did NOT offer the wave unit and did offer and ship the Kodiak unit which is still an upgraded unit.  

   

  Customer response

  02/06/2024

  Complaint: ********
  
  I am rejecting this response because: Source Ortho is lying. I detailed exactly what happened in my original letter, and I EXPECT my desired resolution outcomes to be met. BBB simply cannot allow a medical device company to steal money from medical patients. This is abhorrent behavior by Source Ortho, and this BBB complaint is not the only avenue that I'm taking. I've been in direct contact with the Vice President of Operations at Breg; Sergio B*******. I've also been in direct contact with the Vice President, Distribution and Logistics at Breg; H******* M*****. Source Ortho will not be allowed to sell Breg products any longer after I see this complaint through.

  Visa Card is also working on resolving my dispute, and I certainly see their resolution being a full refund. 

  Sincerely,
  
  Cole ******

  Business response

  02/07/2024

  The Breg KODIAK unit with Knee pad is sold for $198.00 on our website - see screenshot attached.  The customer received a unit that was a small upgrade from the original unit ordered which is priced at $188 for a unit with knee pad.  

  We NEVER told the customer he was receiving a Wave unit.  He was specifically told he was receiving the KODIAK unit with knee pad.  I personally talked to him and explained that the knee pad for the Kodiak unit was only one size but that it was a large size and was the same size as the XL Cube knee pad he had ordered.  If we had discussed the wave unit, we would have had to discuss pad size as there are two knee pad sizes for that unit.  

  I apologize that the customer was confused by the communication but it we did exactly as we communicated to him and we did in fact give him an upgraded unit.  

  We would have happily continued to explain the situation and the pricing to the customer but he began screaming the F-word at our customer sales rep on the initial phone call and a follow up phone call where he again cursed repeatedly to our customer service agent.  

  Customer response

  02/09/2024

  Complaint: ********
  
  I am rejecting this response because: They are lying! I detailed the exact situation as it happened in my initial complaint. Now they are smearing my character and saying that I cussed at them? Looks like I might be choosing to file a lawsuit for their slanderous defamation, after all. 
  
  Sincerely,
  Cole ******

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 11/22/2023 for Ultrasling Pro Shoulder Immobilizing sling for Rotator Cuff surgery SKU ********* from Source Ortho, the one I came home from hospital with was uncomfortable. Surgery was 11/09/2023. I paid $129 total. Account order ID #******. Tracking #**********************. Order shipped 11/24/2023. Order was delivered 11/27/23. I opened the sling and read over directions which were very minimal and not real clear how to use the equipment. I tried it on several times after many adjustments with great difficulty one handed due to the recent shoulder surgery. Using more of the website online pictures of a man wearing the product than what I could figure out from instructions. It just wasn't a good fit for a smaller woman. I used a lint roller several times to remove any debri I saw from trying the product on fully clothed in long sleeves. Contacted the company for a return authorization, 12/7/2023, RA#************** and followed the return instructions. Sent return ***** with tracking 12/12/2023. Package was delivered 12/14/2023 and signed for by ****** at 12:42pm. I received email 12/18/2023 with a written refusal to refund due to soiling etc. I called the company, after several attempts reached a very rude sarcastic woman on the other end. I believe this company has no intentions of giving any refunds whatsoever from the beginning. It's very predatory of someone older like myself on a fixed income. It's an unattainable standard for trying product on at home and maintaining surgical sterile technique and leaving absolutely no trace. I'd be interested in their suggestions on how to maintain their return policy product standard for refund. I've never in my 62 years dealt with a company who's customer service is this atrocious. When the product left my possession it had no visible debris on it. They sent several pictures with debris, which to me is utterly ridiculous as "proof". I totally believe this company would stage photos this way.

  Business response

  01/02/2024

  Customer received the brace and requested a return authorization. We replied with the authorization and our return policy which states that all returns must be received in NEW and UNWORN condition.  The brace was returned covered in hair, lint and/or dead skin.  We sent the customer an email with pictures attached of what we received and explained why we couldn't issue a refund.  We offered to ship the brace back to the customer but she refused and became very angry and accused us of being scammers. We strive to work with customers on returned items and we spend time using lint brushes and tweezers to return items to new condition when possible and issue a refund. This item was impossible to be returned to new condition as it was literally covered.  We are happy to send it back to the customer and she can try to resell the item on **** as a used item.  

  We only sell brand new merchandise and our customers would be upset to receive something sold as new that has been clearly worn.  

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Intelect Mobile 2 rpw Shockwave Set because the product was used in my doctor's office to help with physical therapy on my shoulder. After seeing how well it worked for me, I ordered one directly from Source Orthopedic. After receiving and getting everything installed properly, I attempted to use the product discovering it didn't have the same intensity as the Intelect Mobile 2 rpw Shockwave Set used in my doctor's office. The highest level of intensity the doctor used was set on level 2 which created a very high level of intensity, whereas my intensity wasn't close even when using level 5 on my machine. So, Source Ortho exchanged the Intelect Mobile 2 rpw Shockwave Set with a new product. I received the new product, and this time had a certified technician install the components to make sure the Intelect Mobile 2 rpw Shockwave Set is set up properly. However, the same result occurred regarding the intensity. My technician advised there's something wrong with the product or possible the model changed. I spoke with Chattanoga tech reps and Source Ortho sales reps on several occasions to no avail any recommendations worked to fix my Intelect Mobile 2 rpw Shockwave Set intensity issue. So, I'm now requesting either we replace the machine again or refund me the cost of the product. I would prefer we resolve this matter without the courts getting involved cost both parties more money and time.

  Business response

  10/02/2023

  The manufacturer has fully replaced the original unit received by the customer after the customer complained that the original unit wasn't working.  Now the customer is saying that the 2nd unit received has the exact same issue which would almost be impossible to replicate if it is being used correctly.The unit purchased is a professional grade medical device that is to be used under guidance from a clinician.  We let the customer know that the only way to proceed with a second warranty claim with the manufacturer is to have the medical clinician who prescribed the unit use the unit and replicate the issue. The customer has refused to provide us with that information so we are unable to proceed with another warranty claim. If the clinician who prescribed the unit verifies that it is indeed malfunctioning, the manufacturer is more than happy to proceed with a repair or replacement.  

  We have not heard anything from the customer since we asked them to have the clinician confirm the issue with the unit.  

  Customer response

  10/02/2023

  I am rejecting this response because:

  The 2nd unit was installed by a Medical equipment technician. Who well certified to install and diagnose the device.  The Dr. involved who prescribed the device to be purchased has no technical background to conclude the device's properly working condition.  Also the device and all its attachments are to burdensome to just carry around to different locations.  Source Orthopedic is more than welcome to send someone to my home to inspect the device.  Bottom line the device intensity is below proper operating levels.  They're definitely more welcom to contact me to set up an inspection date and time
  
  Sincerely,
  Michael P*******

  Business response

  10/04/2023

  Please provide the contact name, email and phone number of the technician who looked at the unit and we will have them contact the manufacturer's product support and warranty team to determine how to repair or replace the unit.  

  Customer response

  10/06/2023

  I am rejecting this response because:

  The technician and Dr said they're not getting involved in this.  The best option is to have someone from Source Orthopedic or Chattanooga come to my house and see why the device isn't working properly.  Another option is to exchange for new or refund my $13k.  Let's not waste each others time. This matter can be resolved with one of these 3 options.

  Sincerely,
  Michael P*******

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Rebound air Walker short order number XXXXXX from https://www.sourceortho.net/on May 10 2022 and received it on May 13th 2022. I tried it on and it did not support my foot as securely as I needed I to. I requested a return on may 25th. In the request I explained the following: There Was A Problem With The Product Return Action: Refund Your Comments: It doesn't fit right so I cannot use it. Sorry. The request was approved I made sure that all invoices, paperwork and original packaging was in the box and place the boot inside the box. I followed the return instruction on their website believing that there would be no issues because I did not use the item in any way. My surgery happened on May 26 2022 and I returned the item May 25th, 2022 at 10:12 am. Today June 2nd I received and email explaining that it was not going to be refunded because there were signs of clear use. I did not use the item but their email said. Our returns team received the returned boot. Unfortunately, the item had what appeared to be dead skin and dog hair/lint on it (photos attached). Since the boot was returned to us in used condition we will not be able to issue a refund for the item as it is not able to be resold. The boot was placed inside the box on top of the packaging. Nowhere did it say that boot needed to be returned to the plastic bag. All original packaging was inside the box as requested. The boot was on top of bag. The lint is not lint, and there are no skin cells because I was wearing a sock when I tried it on. The image shows signs the box disintegrating while shipping and deposited microscopic paper fibers on the item. I also would like to state that I do not own a dog so a dog's hair cant be from my home. They sent images and said that the boot had signs showed signs of use. This is impossible. When I tried it on, I made maybe four steps with it on. I needed to test if my foot was secure In boot and it was not. So I decided to return it.

  Business response

  07/21/2022

  Business Response /* (1000, 13, 2022/06/27) */ ***Document Attached*** Our returns team received the returned boot. Unfortunately, the item had what appeared to be dead skin and dog hair/lint on it (photos attached). Since the boot was returned to us in used condition we will not be able to issue a refund for the item as it is not able to be resold. Here are the instructions our customer received prior to returning her order: Your RA# is: XXXXXXXXXXXXXX Please include the *** on a note inside the box, do NOT write this number on any of the product packaging. Please ship to: Source Ortho **** ***** ***** *** **** *** ******** ** XXXXX A refund (minus initial shipping fees incurred and up to a 15% restocking fee) will be issued when we receive the return. The items must be in NEW, UNUSED condition and returned with all original packaging provided in order to receive a refund. If the item is received in non-resellable condition, a refund will not be issued and you will be responsible for shipping if you would like the item returned to you. Non-refunded returns will be disposed of after 30 days. https://www.***com/ Because we are unable to resell the boot, we offered to ship it back for the shipping cost of $9.12. We instructed the customer to let us know if he/she would like the item shipped back at this cost, otherwise the item will be disposed of within 30 days.

*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. ↩