Business ProfileforActive Mobility, LLC

In July 2023, I was referred to Active Mobility, LLC to have new orthotics made custom for me. After my initial visit, ***** (company owner) made my orthotics. I've worn orthotics for years - and his style of orthotics is very different than what I've worn before. When they were ready to be picked up - the orthotic did not fit in my athletic sneakers. He explained that certain types of shoes would be better for this custom orthotic. His recommendation to me was to try ****** Adrenaline GTS or *********************** GTS. After trying on shoes with the orthotics and purchasing a pair for $100, the orthotic still did not work for my foot. The orthotics are think to give extra support, and they were so thick I couldn't get my foot comfortably in the shoe. I went in for a 2nd fitting, and he was able to shave off some of the height while not compromising the effectiveness of the orthotic. With the orthotic raising my foot up, my ankle was elevated and slipping out of the shoe when I walked. My ankle was not supported by the shoe, and I have hyper mobile ankles that need stabilization. He said he thought I should try another shoe, after agreeing the ****** shoe is not the right fit for my ankle. On 11/29 - I called Active Mobility and left a message stating I was still experiencing the same issue, and the orthotic is not working for me, I planned to return them and asked they reverse the insurance claim/cancel the charge for the orthotic. He called me back 11/30 and left a message where he was saying I cannot return a product made custom for me, saying that I still have to pay. I called back and spoke with him on 11/30 - stating my case for why I do not feel the charge is ethical if the orthotic does not work for me. He strongly disagreed and tried to convince me to pay. It was clear we were not going to agree on the outcome. He said he didnt know what else to do, and I said that I would be sending this to BBB. His response was "We'll see what happens" and he hung up.