ComplaintsforUnion Orthotics & Prosthetics

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2022 I was given a slip from my Foot and Ankle Doctor to go to this business for shoes for my foot. I went there had a conversation with the specialist about how cheap shoes do not help me because my ankle turns and cheap shoes then hurt make me walk on the side of my feet in a weird way. I was assured that these shoes would be fine and given options to use 6 months after to help the shoes last longer. Well it took less than a month for the shoes to show they were junk. Multiple witnesses to this. Well in February 2023 I found a facebook page for the business and wrote a post (which they took down and deleted). They called me, when calling back I had to call 4 plus times and let the phone ring 20+ times. Well I spoke to someone finally who would not let me finish my complaint and kept trying to talk over me. She then yelled and I asked her not to yell at me, she said I was yelling and I laughed and stated no I was bringing my voice louder than hers so she would listen to what I was saying. Well she finally told me she was going to let me talk to someone else and put me on hold. After 5 minutes of listening to horrible music the phone hung up. No call back, no nothing after this. Called other locations to talk to someone about how to get in touch with someone in corporate and got met with being placed on hold and nobody answering after 5 minutes and the phone hanging up on me. Every time a facebook post has been made they delete it because they know they are wrong. Junk product and junk customer service.

  Business response

  03/23/2023

  I am responding to Complaint ID#******** that involves a customer of ours who filed this complaint.  After review of the patients chart and documented notes and interviewing clinicians involved with his care, it appears we have attempted to contact him on a couple of occasions to evaluate the issue he is having with the product (shoes) we provided.  To date, customer has not scheduled a follow-up visit.  We are certainly willing to have the customer return to us and have his shoes evaluated to determine what difficulty he is experiencing.  We have no problem repairing/replacing his shoes if warranted.  However, the customer must be seen by our clinician to evaluate the issue.  The clinician will be attempting to contact the customer today to see if we can schedule a follow-up visit and resolve his complaint.  However, we will not tolerate disrespectful tone directed at our employees trying to assist the customer with a resolution.
  
  Please let me know if additional documentation is needed to address this issue.  Hopefully we can arrange a visit with this customer and resolve this matter.
  
  Thank you,    
  
  Todd M*****

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They have NOT Reached out to me and calling them is continuous hold.   I was in a car driving for 12 hours the day they said they were going to call me again and they never called.   They have reached out to me once, when I called back I was disrespected by the person who answered after 15 rings for the 10th time and then placed on hold for over 10 minutes than the phone hang up.   I can take pictures of the junk shoes, I can go to the office that is closest to me for a resolution but someone actually has to reach out to me and when they do not put me on hold and hang up on me.   
  
  Regards,
  
  ***** *********

  Business response

  05/03/2023

  Shortly after the last posting from the customer, our company (Union Orthotics & Prosthetics Co.) has made contact and has since scheduled visits with the customer.  Our practitioner who is attending to the customer's needs, provided his personal cell phone number to the customer for ease of connecting.  This will enable the customer to bypass our call center which seemed to frustrate him the most.  The customer has since been seen by our practitioner and we have agreed to replace the defective items the customer was referring to.  We have yet to deliver the new product to the employee as he has been ill and is unable to visit our office due to this setback.  The practitioner and the customer have a verbal agreement to make contact once the customer is feeling well and he is able to schedule an appointment to be seen and resolve this matter.  Hopefully this resolution will meet the satisfaction of our customer, and provide closure to this issue.

  Very best regards,

  Todd M*****/Union Orthotics & Prosthetics Co.

*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. ↩