Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The doctor is good at what he does medically, however he is unethical in how he runs his business. I went there with severe plantar fascitis and he indicated that a shoe insert would help me. I told him that i work in a professional setting and wear leather shoes. He told me that his inserts would help me. I get the first insert and it does not fit due to the heel size, he charges me 70$ to trim the insert, only to find it still does not fit. So I'm up to 670 now. He says he will send it back to the lab for a smaller insert. The new insert arrives and it is the same size. The office manager shrugged her shoulders and said no refunds and doesn't care that it doesn't fit. I told her that the doctor said they would fit in professional shoes, she didn't care.

  Business response

  04/15/2024

  I am sorry that from our conversation 04/12/2024, you understood that I did not care that your inserts did not fit. I specifically said that the Dr stated if there are more modifications done to the devices, that there would be no orthopedic support, and that you might as well be purchasing ******************* type inserts. I offered you to try the inserts in an athletic type of shoe, but you stated that you use only dress type shoes during work, I simply said I am sure that you are not 24/7 in dress shoes and that whenever you are not, you can utilize the inserts so they would not be a total waste of $450. You asked for a refund, but as previously stated, there are no refunds for custom orthotics ( they are a custom-made device) That is explained prior to purchasing the inserts and forms are signed by patients to assure they understand. Nonetheless ************** is aware of this complaint and my response and asked for you please drop the inserts off again along with some dress shoes, and he will see if the lab can make them more low profile.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, 2/16/2024 I was charged 75$ for the doctor to trim my orthotics that I just purchased from Apple podiatry 2 weeks prior. I believe i paid ******* for the orthotics and they arrived too big. I called the office around 2/5/2024 to notify them the orthotics were too big and they needed trimmed or totally redone. Today 2/16/2024 I went to my appointment and the doctor agreed to trim the orthotics there in the office and to redo the orthotics in a week if they were still not working correctly. When I checked out I asked the office lady to check with the doctor about charging ************************************************************************************ She said she had to charge me. I am hoping this BBB compliant will get to the doctor or office manager to refund. Doctor is fantastic and I hope this can be resolved.

  Business response

  02/27/2024

  The patient was scanned, sized, and fitted for the custom orthotics to fit well. The patient signed the *** form which clearly states that if there are any defects on the device, we refurbish them for free, but that does not include copays, deductibles, coinsurances etc. - in Mr. ****** case- he was responsible for his deductible. The Dr billed out a ***** which would leave him responsible for an estimated cost of $75 which was collected. After the patient left, I asked ************** if he could drop the code down to a *****, which he did so the patient was only left responsible for a $46.96 responsibility. He currently has a credit of $15.56 in his account which will be refunded to him back onto his card. The reason why the patient does not have a credit of $28.04 is because $12.48 of his credit went towards a claim in 12/7/2023, we charged the patient $38 but insurance left him responsible for $49.97 and on 12/19/23, we charged him only $15 but insurance left him responsible for $15.50. We appreciate ************** for being our patient and ************** will be more than happy to continue to see him in the future. 

  Customer response

  02/27/2024

  Complaint: 21303982
  
  I am rejecting this response because:

  I am happy the doctor is going to fix the orthotics.  I want my last visit refunded entirely.  I should not have to pay for visiting the doctor to discuss the shoe insert and to have him trim it.  That should be part of buying the custom orthotics.  If you buy custom, it is implied it will be tuned to the foot.    Otherwise, I'm very thankful to the doctor and his attention to my foot pain.

  
  
  Regards,
  
  Ciej Brown

*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. ↩