Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 90 degree night splint from brace ability and it came with my wife trying it on. It was too small. So we called for a return label and sent it back. No communication returned from company so my wife called . They said they were denying the return because of skin cells and dirt on it. My wife tried it on with a sock. They sent a picture of a black brace but the brace we received was gray. They stated why didnt you complain about the color? We didnt think of that and sent back the next day. They kept stating we ordered a black brace but we received a gray one which is the color my wife wanted. Very very poor customer service. They just use a item that was rejected and keep using the picture for everyone else to not accept return. They company is a sham,

  Business Response

  Date: 03/24/2025

  Thank you for bringing your concern to our attention. We truly value feedback and aim to ensure customer satisfaction. However, after carefully reviewing your return, we found that the product was not in the condition required by our return policy. As stated in our policy, all returns must be in "like-new" condition, which includes being free of dirt or visible wear.
  We understand that this may not be the outcome you were hoping for, but our return guidelines are in place to ensure fairness to all customers. Our team followed this strict review process to assess the condition of the returned item. We apologize for any inconvenience this may have caused and encourage you to reach out if you have any further questions or concerns.
  We appreciate your understanding and hope to continue serving you in the future.
  
  Sincerely,
  
  ****
  **************** Manage
  **************************

   

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I measured my knee and ordered a patella brace based on the information on the website. My knee size was in the middle of the size range for the XL brace. The brace arrived and I wore it for about an hour and realized that it was way too tight so I called the company and was told that I probably should have ordered the next larger size. I was sent a label to return my brace. I was never told that because I had worn the brace briefly that I couldn't return it. Almost two weeks passed and I had not heard from the company so I called them. They said that because there were skin cells on the brace it was nonreturnable. They also said that I had never called them in the first place which is totally untrue because they emailed me the return label based on that telephone call. This company has unreliable information on their website and is dishonest in their dealings with customers.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this back brace on September 5th but never received it. I may have told the tracking app that I had received it because there was a box on my doorstep that day. Unfortunately, the box turned out to be something else and I never have received what I purchased from Braceability. I tried to find a number or email for customer service but I could never find out how to contact them. The website on which I bought the brace didn't have any clear contact information, so I was stuck.

  Business Response

  Date: 10/21/2024

  Thank you for contacting BraceAbility. We apologize for the inconvenience regarding your brace. For future reference, our phone number can be found at the bottom of our webpage. I would like to inform you that your refund was issued on October 15th. A separate email was sent to you with this information.  If you have any further questions or need additional assistance, please don't hesitate to reach out at ************.

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18 I ordered a much needed knee brace from Braceabity ofCedar Falls **** for ***** , paid for it with my ***** Fargo ATM CARD .Approx. 10 days later I received the brace and found it too small to go around my knee and after 3 attempts I contacted them and asked for a brace one size larger,and was provided a shipping label to return it which I did on May 01 by **** ,To this day I have not received any corespondence from them so I contacted them this morning and was told there was going to be no return as there was a ******************* on it so they considered it used when Idid not use it because it did not fit my leg ,**** unable to fasten it.So I'm out ***** minus a 10% refund which they offered .I can not afford this as I'm a 77 yr old male that suffered a stroke and onGovt assistance so I'm asking for a complete refund .Thank you

  Business Response

  Date: 06/14/2024

  Dear *******,
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration youve faced regarding your knee brace order.
  At BraceAbility, we strive to provide excellent service and ensure our customers are satisfied with their purchases. We are deeply sorry to hear that the brace did not fit properly and that you experienced difficulty in resolving the issue.

  
  To address your concerns, we would like to offer the following solutions:
  - Full Refund: We will process a full refund of $57.28 to your ***** Fargo ATM card, ensuring that you are not financially burdened.
  - Replacement Brace: If you still need a knee brace, we can send you a new one in the correct size at no additional cost. We want to ensure you have the support you need for your knee.

  
  Please let us know which option you prefer, and we will expedite the process to ensure your satisfaction. Our goal is to make things right and provide you with a positive experience with our company.

  
  Once again, we apologize for any inconvenience this may have caused. We value your feedback and your business, and we appreciate your patience and understanding as we resolve this matter.

  
  Best regards,

  The BraceAbility Team

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an osteoarthritis knee brace for $156.00. At the end of January this year. The brace was complicated due to many different adjustments needed to use it. It did not have any directions for these adjustments included, just tools. I sent a email to the company for directions which they responded very vaguely. I tried the brace 2 different times but wasnt able to fit it correctly. I just wrapped it up and sent it back to them. I never got any confirmation that they received the return and my money didnt show up on PayPal. I sent an email to the company requesting when I would receive my refund. They then sent me a response telling me the brace had been worn and soiled and was unable to be cleaned. They sent a picture of an old worn out brace that didnt look anything like the brace I returned. I escalated a claim with PayPal and was given 21 days to get this resolved or my claim would be closed. I have tried communicating with this company. They just refuse to refund my money and use the picture as evidence and it doesnt identify that it came from me. They have also said they dont return items that were sent for refund. My opinion is that they are using employees in their warehouse to say the item is unsatisfactory for refund or return, or that this is a scam this company uses to get peoples money and not stand behind their product and promises.I just want my money refunded! Other seniors on fixed incomes should know how this company takes advantage. I appreciate that BBB is here for us to make people aware. The picture is one this company sent to me . I purchased this new in January and returned it February 12, 2023.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a knee brace for my husband from the beactive plus web site on September 27, 2022. You were suppose to be able to try and if it didnt work for you get a money back guarantee. I have tried calling all of the numbers listed for this company and you get nothing but an automated system that takes you around in circles. We would like to return this item and get our money refunded because it did not work as described. Our total cost was $51.14. We just want to return this product and get a refund.

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a air cast, having surgery end of June. I opened box. Tried it on was not comfortable in fact it hurt, so I took it off. I never even walked in the thing!! They are denying the return/refund. I believe this is a way of just not returning my money. I will make it my mission to bad mouth this company and I am in ******************* like me look for a replacement to the boot the provider gave me. I simply wanted a change for when I go to work. You guys are horrible!!!

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ulcer on the under side of my right big toe. I have had it since February 2021. It has closed twice and re-opened. I am to keep weight off of it. I was in a boot and cast and off work in October ******************************************* December ********************************************************************** working. The bills are piling up and I have to work. The doctor googled and pointed out a weight offloading shoe from BraceAbility. I ordered one from Amazon, where the doctor recommended, late December and since I go through one about one per month because they keep breaking. When they break, I have no way to keep the weight off my toe which causes the wound to get worse due to pressure (weight) being applied to the wound. Amazon has a return policy but I have to wait several days before the new offloading shoe comes in the mail. I contacted brace ability directly and they said - I have the email chain - they would cover this one and only broken shoe (which I still have not received, it's only been two or three business days but I've been about 5 days without it now) because I bought it through amazon and not them and I am driving in it which is what may have caused it to break. The sole of the shoe is made of hallow plastic. Me walking on it how it is intended to be used is what is causing it to break. Hallow plastic holding my weight is what causes the breakage, you can actually see the plastic sole collapse then form a crack line across the entire foot until it is unusable and can not be walked in. Sitting down hitting the gas pedal with no weight on it is not causing it to break. I told the doctor I cannot drive in a boot and cast because I cannot hit the gas without hitting the brake at the same time in the giant Frankenstein foot. That is why she recommended the BraceAbility offloading shoe. I told BraceAbility I would not drive in the shoe I get in the mail which I feel is boneheaded and will cause me to put pressure on the wound by hi

  Business Response

  Date: 06/14/2022

  Good morning Cody, 

   

  I'm writing in regards to the above complaint ID from a customer *********************. As he and I have sent over 20 emails back and forth since May 2nd, I wasn't sure I could email you with a resolution until now. We have refunded him 100% of his purchases made across all platforms even though we are unclear how he was breaking many of our products. We have done an exhaustive amount of work making sure it wasn't a quality issue, shipping issue, or anything else on our end. We've also gone through all of our reviews of the product to ensure that this issue isn't happening elsewhere. This issue seems to be solely in how ************** uses our product. As I mentioned to him previously, we strive to make products that work for everyone, but the unfortunate truth is that not all of our products fit everyone's bodies and individual needs. Because of this, we've fully refunded ************** and consider this issue resolved.

   

  Here is a transcript of the last email I sent to him:

   

  Good morning *****,
  
  

  I apologize for the delay, but I wanted to make sure we could get the best possible answer/outcome for you. After speaking with members of the management teams around the company, our ******************* Team, and doing some quality checks in our warehouse to see if we had some sort of quality issue, we've determined that there has been no change in our manufacturing process and no quality issues. The unfortunate truth is that not all of our braces will work perfectly for every person out there. We strive to make the highest quality products that meet everyone's needs, but as everyone's bodies and needs are different, we occasionally find customers that our products just don't work for as well as we'd hope. It's not frequent, but it does happen. 

   

  I know this doesn't help you with your medical progress, but as our product is clearly not helping you in the way you'd wish, we'd like to issue a full refund on all of your orders to ensure that you aren't out any money for a product that doesn't seem to be working for you. This will be inclusive of product costs, taxes and fees, and any shipping costs you've incurred while trying our product.

   

  The order numbers I have for you are:

  [Redacted] (December 2021) - Amazon

  [Redacted] (January 2022) - Amazon 

  [Redacted] (February 2022) - Amazon 
  [Redacted] (March 2022) - Amazon 
  [Redacted] (April 2022) - Amazon 

   

  If I'm missing any orders, please let me know the order number and if they were purchased on Amazon or directly through BraceAbility.com and I'll add them to the list to refund.

   

  Again, I'm sorry that our product hasn't lived up to your expectations and I hope that you are able to find something that will help you heal.

   

  Please let me know if there is anything else I can help you with or if there are any other orders that need refunded.

   

  As you can see, we've issued refunds to all purchases, even those that are more than a year out of our return policy.

   

  I believe this has been resolved as we as could possibly be resolved in favor of the customer and would appreciate this not being reflected on the BBB's website.

   

  Should you have any further questions, please reach out to me directly.

   

  Best regards,

   

   

  ***********************

  Customer Service Manager

  **************************

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17206464
  
  I am rejecting this response because: First off, none of the refunds were over a year old as their email stated. 6 months was the longest. Secondly, they have been and continue to ignore my emails. They only answered what they wanted to and blame me for their bad product but those emails were omitted by them. Lastly, they gave me bad medical advise that my doctor totally disagreed with and refuse to talk to me about it. Ignoring a customer, in my opinion, is the worst thing you can do to an unhappy client. They are only helping with things that make them appear as a good business to the BBB. They are only sharing what they want to share. They are not sharing the fight I had to put up to get a refund. They are acting like they did this out of the goodness of their heart. My injury got worse because they told me to stop wearing the shoe while driving even though nothing on the package says not to. My doctor was in total disagreement with this. They ignore my emails and still have not told me anything more about wearing the shoe while driving. The package says to go about your daily routine while wearing the shoe. They continue to ignore me and only answer emails they choose and that make them look good. ***** and the companies honesty is in question with me. He told you he emailed with me over 20 times. I have 17 emails with the company and **** did not get involved until about #**. 7 is a long way from 20. Also, **** said he refunded a shoe that was over a year old but it was about 5 months at the time of my first email. Also, I was told the package says not to use this product while driving. It says nothing of the sort in actuality and even says I return through Amazon. I question their integrity.  

  
  Hi *****,
  Thanks for reaching out. We are providing you with a one-time replacement as items purchased through Amazon do not qualify for our Product Warranty Policy. If this item breaks, it will no longer be replaced. Furthermore, we only offer a warranty for defects in quality under normal use. Our product description states that we do not recommend this shoe be used while driving if the shoe is being used on your driving foot. You mentioned in your first message that you wear the shoe on your driving foot to drive. It's possible that the misuse of the item is the reason it keeps breaking. 
  
  We recommend you connect with your medical provider to discuss other options as this product is being used outside its intended use.                                                                  ***********************************
  Customer Service Representative 
  **************************

   

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