2 Customer Reviews
Review from kevin n
1 star09/18/2023
I was referred to summit orthotics & prosthetist by my foot doctor ************************* ************ or . back in april 2023 to be fitted for a new insert for my left foot after a failed compete left knee replacement ( now disabled) I have seen ***** at summit orthotics about 8 or 9 times over the past 5 months and I still cannot wear these newly built inserts for more then 4 or 5 hour then my feet are fategged soar . after reaching out to a manager about my new inserts I was told maybe I was not a good canident for wearing inserts ( I have been wearing custom built inserts for Hanger prostics for over 10 years however Hanger in 150 miles round trip to go see) and summit is only 8 miles around trip in my community. I have now reahed out to the ceo owner ********************* in salem (location) awaiting to here back from him it has been 6 days now have not spoke with him yet BUT summit made me a appointment to CONSOLETATE WITH THE SAME PERSON *********************** -------OCT 12 2023 ******* WEEKS AWAY In the mean time I suffer They made me PAY up front $450.00 but now are unwilling to refund my $450.00 they have FAILED to build me inserts that WORK I should not have to hire my attorney to fix this problem. what should I do????????Thank you ***********************
Summit Orthotics & Prosthetics Response
09/18/2023
It is highly unusual for any of our custom foot orthotic patients to require this many appointments following receipt of the orthotics. When I spoke with you about your concerns with the foot orthotics, I was very clear that I was not a clinician. After you described your lengthy recent medical history pertaining to your feet and extreme foot pain at all times, I suggested it was maybe possible that you were going to now have difficulty tolerating foot orthotics, as that does occur with people with sensitive feet, as in your case. But that again, I was not in a place to make that determination. You decided we would see how the newest adjustments went and continue to adjust as needed. Our phone call was very positive and you did not indicate any dissatisfaction with myself or with ****** Quite the opposite in fact, you thanked me often and were very clear that you did not feel that ***** was doing anything wrong. You have also indicated at each of your follow up appointments that you are pleased with the adjustments made. Both ***** and myself have left these interactions feeling that you were pleased. After our discussion, you later called to speak with *********************. Both he and ***** returned that call and missed you (9/5, 9/11). You then called another one of our offices and chose to make another appt with ***** for follow up. He is now out due to the birth of his child. So I do apologize for that inconvenience that cannot, unfortunately be helped. These are custom and do require half ***************** and the other half at the initial delivery. This is because our materials and labor (fabrication + 11 in office appts) needs to be accounted for. Our intake paperwork is clear on this and that custom items are not refundable. This is verified by your signature on this paperwork. At this time, we have another message in to **** to discuss any exception to that policy. I do hope we are able to resolve this in a timely manner.Review from Marie F
1 star05/07/2023
Unprofessional Business Practices. I had Diabetic shoes made and have no complaints concerning them - but their billing and communication staff leave much to be desired! During a 3 month time span I never received a statement bill from them and after I contacted the Supervisor by mail ( they don't answer their phone) her staff lied and said they'd tried contacting me several times. They also told me that the total cost would be $96 and was billed for $99 I didn't complain about this discrepancy . They billed my insurance over $270 .Summit Orthotics & Prosthetics Response
05/17/2023
From what I can tell, your anger is due to ** not answering the phone when you call and you not receiving a statement yet. These are very normal circumstances. Yes, it can be difficult for ** to answer every phone call as we are in unprecedented times of labor shortages across the country and our receptionists are often tied up with patients at the front desk. Our phone system does not allow for an indefinite hold as some systems do, so you are directed to leave a message. When we are unable to get through on a phone, we send a postcard.
Statements are not always sent within three months, that is very normal practice as we have several steps to go through first. Payment is normally due on delivery. At the end of your appointment, you stated that you were not able to pay your full amount due as you were not sure how much was in your account. We accommodated you and you paid $50 on that day. Our receptionist stated that she would follow up with you the next month. She was attempting to be helpful to just check back in to see if you were able to pay the remainder at that time. When she tried to follow up, she was unable to get through on your phone after a couple of attempts. Our policy when we are unable to reach a patient with their phone number, is to then mail a postcard to let them know we are trying to call. When you called and left messages, we were still unable to get through on your phone to call you back.
I then received a letter from you indicating that you would like a statement mailed to you. I immediately sent a statement, along with a letter addressing your frustration in regards to not receiving a return call, explaining that I see that we have had difficulty trying to get through on your phone on multiple occasions.
You then sent another letter with your remaining payment stating that our claim to be unable to get through on your phone is "ludicrous" and "lies". I myself have attempted to call you twice. It rang several times and then hangs up. I tried again before sending this.
Your insurance company dictates what they pay for your items. They contracted rate is a total of $357.58 for your shoes and inserts. Your out of pocket cost (also determined by your insurance) was $71.50. You paid $50 at the time you received them and then you mailed a check for the remaining $21.50. We did not "bill you" $99.
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