ComplaintsforNarrows Podiatry

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pair of custom orthotics from Narrows Podiatry on 6/28/21 for $304. Prior to ordering, Dr. Stephen ***** of Narrows Podiatry took photos of my current pair of orthotics and sent them to ******** to confirm another new set of orthotics could be made exactly like my current set based off of photos and label/information on the bottom of my current pair. ******** indicated to Dr. ***** it could make the custom orthotics; I placed the order. After multiple attempts, the orthotics still weren't correct, so I sent an old pair back with the incorrect new pair to help ******** manufacture them correctly. When this pair came back, I was told I had a repair fee of $50. The only charge I was aware of and agreed to up front was $304 paid to have a set correctly made like my current pair. I was not notified of any additional charges prior to them being remade, and I did not authorize this $50 charge. This action is fraudulent business practice. This remake should not be called a repair as they were never right from the beginning. Nothing was broken or worn and in need of repair as they were new and never left the office; ******** did not make them correctly, and that isn't my fault especially when ******** confirmed it could make a new pair just like my current pair that had been previously produced by ********. These are custom orthotics; I expect them to be correct considering how expensive they are. They're called custom for a reason and cost more for a reason. If I wanted a pair that didn't work, I'd go purchase a less expensive pair of Dr. Scholl's. An accurate pair should have been able to be produced the first time if an accurate record of what was previously made existed. As of today, I don't have my old or new orthotics as I have an unexpected and unauthorized repair charge of $50 for orthotics I've never worn, and I can only hope the new ones are correctly made this time. ******** and Narrows Podiatry need to absorb or waive this cost.

  Business response

  03/04/2022

  Business Response /* (1000, 7, 2021/12/17) */ Consumer Complaint. Patient states, "After multiple attempts, the orthotics still weren't correct, so I sent an old pair back with the incorrect new pair to help Footmaxx manufacture them correctly". He also states that, "This remake should not be called a repair as they were never right from the beginning. Nothing was broken or worn and in need of repair as they were new and never left the office." The patient admits at the end of his complaint he never wore the orthotics. In the 22 years of practicing Podiatry, I have dispensed over a 1000 pairs of orthotics. My protocol has and always will be the same. The patient is to wear the orthotics for two weeks and make a two week follow up appointment to discuss the orthotic and to determine if modifications need to be made. This patient never wore the orthotics as he stated in his complaint. I instructed the patient on multiple visits to wear the orthotics in order to determine if there is anything wrong with them. He refused. He only looked at the orthotic to determine they were incorrect. You cannot look at an orthotic to determine it does not fit correctly. It was very possible that the modifications from Footmaxx might have worked. The patient refused to wear them as instructed. I have been in business with Footmaxx for over 10 years. As a courtesy, they put a new top cover on his old pair of orthotics. Due to my long standing relationship with them, they have agreed to waive their fee. I will send both pairs of orthotics to the patient through certified mail. Consumer Response /* (2000, 9, 2021/12/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did not leave the office with the orthotics as I knew they wouldn't work because they were too similar to the previous incorrect set that was sent back with the same issue. The new orthotics weren't an exact copy of my current old pair as they should have been. I could plainly see that without having to wear them for two weeks to confirm they wouldn't work. To clarify not wearing them, I actually did leave the office with and wear at least the first set that was sent to confirm they wouldn't work, but not the last remake. I as the patient know my body better than anyone else especially when I have worn custom inserts for 13 plus years. It is not my intent to be combative, but that's why these are custom. I went above and beyond to assist Footmaxx in making these correctly. I will await both pairs of orthotics to arrive via mail as I haven't received them as of this response. Also, please be certain the $50 charge is removed from my account as I received a bill for it. Thank you. Consumer Response /* (3000, 14, 2022/01/09) */ As of today, 1/9/2022, I still haven't received my orthotics. I feel they should have been delivered by now. Do I need to reopen this case? Business Response /* (4000, 24, 2022/01/25) */ I went to the Chelsea Post Office on December 14th to mail the orthotics certified mail. According to the tracking number the package made it to the Bessemer post office on 12/15/21. According to the USPS, the package has not been updated as of 12/16/21, 2:52am. On 1/19/22 I spoke with the USPS and gave them all the information. They are starting an investigation. I will keep you posted. Consumer Response /* (4200, 26, 2022/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide feedback. If USPS has lost both pair of orthotics, I expect for both pair to be remade at no cost to me. What is the next step?

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