ComplaintsforNew Mexico Foot & Ankle Institute

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had some custom made orthotics made a while back here & loved them. I needed the top redone &was going to pay $75 to have them shipped back to the manufacture. Somewhere between the doctors office & the company that makes them they were lost. I was told the company would remake them for free and they did. The cushion top where the heal goes did not stay attached to the plastic. I saw the doctor & I mentioned the problem with my orthotics (that I did hot have with me @ the time). He said the top should not have come off and he would send it back to them to get it redone for free. My husband was in the office with my doctor when he said this. As soon as I could drive again, I dropped off the orthotic. My doctors assistant glued them herself and did a poor job (picture attached). These are not wearable. My heel will hit the plastic in the back & I will get blisters. There is tacky glue coming out between the plastic orthotic & the cover, and the top wasn’t pulled back to the location where it was originally to protect my heel. I did not accept them back in that shape. I received a call a week or 2 later from the assistant saying she had spoken to the Dr and the plastic is always exposed like that (it is not) and if I wanted it repaired further I would need to pay the $75 to have the top redone because there is only a 30 day warranty. That is not what I was told. I would like them to do what my doctor told me & my husband in person. That they will be sent back and the top redone for free. I was told I needed to speak to the manager @ was told again that I would need to pay $75 to have the top redone. Again, this is NOT what I was told. I was told there would be no fee because it the glue was not done right. I have had multiple orthotics for years before and never had this issue with the glue not holding on the entire heel.

  Business response

  07/28/2023

  Thank you for your feedback. We take customer satisfaction seriously and are glad to hear from you. 
  
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It allows us to resolve any problems that may have occurred and helps us to improve our services overall. We're happy that you've selected our company for your custom orthotic needs for the last several years, and we thank you for giving us the opportunity to resolve your concerns and earn your continued trust. We understand that items such as custom orthotics receive a high level of wear and tear, making any change to them hard to adjust to or work around. Because your custom orthotics were dispensed in 2021 and are well outside the 30-day warranty provided by the manufacturer, it can be very difficult to assess manufacturer defects. However, we are dedicated to providing the best possible service for our patients and will be extending a one-time courtesy refurbishment.  
  
  We are truly sorry for the inconvenience and hope to offer you better services in the future. For any questions or further assistance, please contact our office at *************

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I moved from *** ****** to ******** in December 2021, I have been a patient at New Mexico Foot and Ankle for over 10 years having 9 surgeries with them. I filled out a consent form to release my records with Bree at the westside office in December 2021 before moving out of state to have my records sent to ******** once I acquired new doctor"s here (I also sent a new consent to them August 30-2022 signed to get my records. (I have a confirmation email from them on (8-31-22) with acknowledge receipt.) Since January 2022, I have called multiple times and talked to different people at the offices, left several messages with them and I have sent a message in my patient portal to have my medical records sent to me and my doctors. I have been told multiple times in the last 7 weeks that they are processing them. It is urgent for an upcoming surgery here in ******** that is on hold due to needing my records form NM to proceed. I need my records emailed and faxed to different doctors and to myself I have spoken to a different person at the New Mexico Foot and Ankle office's each time I call. It is of the utmost importance that me and these doctors get these records as soon as possible.

  Business response

  11/30/2022

  The first communication we have on file from the patient regarding medical records is dated:
  
  2/21/2022 @ 11:56am. The patient wanted us to send all her medical records to her new doctor since she had moved out of state and told the receptionist that she thought she had filled out a release form before she had moved away. (However, there was not one on file). She requested a call back to let her know if we could fax over the records.
  
  2/23: We spoke to the patient to let her know we did not have a release on file and she told us she would have her new doctor's office send us a record's release form and request. We also sent an emailed invite to the patient portal with her login info. No communication was ever received through the patient portal 
  
  No release or request was received until 8/30/2022, at which time we processed her records and faxed them to the number listed on the request: ************ (see attached request). The fax was sent on 9/1/22 @ 9:20am. Unbeknownst to our office, the fax failed to go through (see attached screenshot error). 
  
  9/7/22: Dr. ****** office confirmed that the medical records had not been received yet and asked that we resend them to fax# ************* 
  
  Upon receipt of BBB Complaint, the following actions have been taken:
  
  11/22/22 - Faxed all records to additional number provided on request: ************. Error message was received: "Unknown error, wrong session ID". We called the requesting clinic at phone number ************, but the clinic was closed. Tried faxing again to the original number that Dr. Shon's office provided 401-659-2990, but that fax didn't go through either. 
  
  We have now tried to fax the records a total of 6 times, with no success and are unable to contact the provider's office. We will try to contact them again next week and get an alternative number to fax. 
  
  Please let me know if you have any other questions or concerns or need additional information. 
  
  Thank you,
  
  
  Jennifer R***, Operations Manager
  

  
  

  Customer response

  12/04/2022

  
  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.
  
  Regards,
  
  ******* ******

*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. ↩