ComplaintsforOrtho-Rite Inc.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *****************, the hospital where I am treated was not able to provide me with a podiatry visit in hospital. So I was referred to ******************* podiatry clinic for orthotics. That hospital outsources their custom orthotics to Ortho-Rite. Upon my return visit to Gouveneur Hosptial to pick up the orthotics, I found the orthotics to be unusable. The orthotics only fit in one pair of old sneakers that I own. The orthotics are hard, causing pain. The orthotics are slippery when I walk causing instability. I paid $100 dollars for the orthotics. Neither hospital or Ortho Rite have rectified the situation. I paid for a service that would provide comfort and relief for my foot condition. The orthotics that were provided do not do that. They are unusable.

  Business response

  07/18/2023

  Dear Sirs or any other gender,

  My response is as follows:

  We are foot orthotics manufacturers. These items are custom made medical arch supports. That means that nobody can wear these devices except for the patient for whom it was prescribed. The Uniform Commercial Code clearly states that any item custom made is for that person and no other. We must have the opportunity to rectify any problems associated with the complaint of the devices, as per the Code. The law is clearly on our side. We did not get that opportunity. ******************* is an account of ours for which we produce foot orthotics for their patients. Ethically, we cannot interact with their patients without direct communication from their doctors. This patient who complained needs to go back to the Hospital to let the doctors know of her problem. We can fix it, but the doctors need to give permission for us to deal with her directly. We never got a call. We are willing to satisfy the problem. but certain protocols need to be addressed. ******************* is our customer, not her, she is a patient of the Doctors who treated her. We can only got so far as they give permission.

  Sincerley,

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

  President

  Ortho-rite, Inc.
  

   

   

   

   

   

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Please reopen the case, as I did not receive any email until the sixth day. I was not made aware of a way to check the portal until that day via email. 

  
  As I described in my email to BBB, I have received the runaround from both the hospital and from ortho rite. 

  
  I do not have the ability to force the hospital to give permission for ortho rite to communicate 

  With me directly as the vendor stated in their response to BBB that I need to do. 

  
  I have spoken to the hospital patient advocate and already expressed that the orthotics need to be redone so that they fit, are comfortable and usable. And I already expressed that it would be helpful for ortho rite to communicate with me directly. 

   

  I cannot explain why or if that is still an issue as ortho rite says. 

  
  Perhaps Ortho rite should reach out to Goveneur directly to remove any confusion there might be. 

  
  I need to know how to proceed as I have reached out to both entities already and will no longer be a patient in Gouvenere podiatry. 

  
  My orthotics that I paid for still need to be made usable or returned for a refund. 

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

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

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/31/2023

  Dear Sirs:

  My last response still stands. I thought I was very clear about what has to happen. I will not jeopardize my relationship with ******************* over a patient that thinks she is getting the "run around". To put this to rest, she will have to come to my shop for an adjustment. Maybe the cast taken by the doctors didn't come out well. I'm not sure. I will allow her to call to set up an appointment to come here. That is the best I can do. Ortho-Rite, **** did nothing wrong except have her as someone we made foot orthotics for. I don't see ******************* having to respond to this BBB c*** Ortho-Rite's reputation is stellar.  Have her call ************-ask for *********
  

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Attached is a photo of Ortho Rites orthotics and older ones Ive used. As you can see the ortho rite  orthotics are far bigger than anything Ive used. Right now Im using the back half of older orthotics pictured here because the others no longer support my foot and of course the Ortho Rite pair is too large, slippery, and hard. Fortunately I held on to these as emergency back ups. 
  

  Ortho Rite states they did nothing wrong and that they have a stellar reputation. The same applies to me. I am simply seeking orthotics that are usable or a refund. 
  

  Ortho Rite has now offered for me to go directly to their shop which is in ********************, far from where I live. It would cost me a quarter of the amount I paid for the orthotics just to get there. 
  

  its not my fault that ******** and Ortho Rite have the arrangement that they do. Or communicate the way they do. After having experienced this arrangement I dont wish to be a Goveneur podiatry patient and have an appointment elsewhere. 
  

  I would have gone back to Goveneur to be remolded but was told by both entities that I would have had to pay for any further adjustments of the orthotics. So I moved forward with getting an appointment elsewhere. 
  

  I would like to send the orthotics back to Ortho rite for a refund. It is clear from their message that they are not confident in the people taking molds and orders for their orthotics. I cant travel to ******************** because of their business arrangement. Again its not my fault that this business arrangement resulted in orthotics that I cannot use. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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