Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I have a leg length discrepancy my right shoes require a full length 3/4" lift.
  
  The most recent three Shoes American Heelers lifted were damaged in their process causing an unnatural ridge across the footbed. I am not able to use the shoes as the ridge makes the shoes painful to wear
  
  I would like refund of the $300 and additional $150 toward replacing the unusable shoes

  Business Response

  Date: 10/17/2024

  ****, I am really sorry that order did not work out, we tried very hard and even redid the work but something about those shoes in particular did not work out.  I want to make you happy unfortunately we do not give refunds on our service.  The best we can do is to offer you a free job on your next order, I hope that makes sense.  Thank you very much for your understanding if you would like to discuss this further please feel free to email me and we can set up a time we can chat on the phone.  

   

  Customer Answer

  Date: 10/17/2024

  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.
  

  American Heelers ruined my shoes.  I spent $400 for the new shoes - an investment made in hope of having the shoes last longer as this leg length has been costly.

  American Heelers' claim that they cannot help because it is not their policy to refund customers is not valid.  They ruined my shoes.  They did not perform satisfactory service.  I did not sign a contract absolving them of damage should they cause it.   It is my policy not to pay for service not performed.   Their work exacerbated the problem.  When they could not figure out the reason for the ridge they caused they added cushion to the footbed.  The ridge, as I had complained, made the shoes tight and caused unnatural pressure.   The cushion made the tight fitter and was miserable.  

  They ruined my shoes.  I need reimbursement for the pitifully bad service and for new shoes.   The offer to lift another pair "for free" is preposterous.  I will not risk another pair to their work.
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 10/18/2024

  Please contact us directly for further assistance. ************ and we would be happy to discuss further options. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has threatened me because of a review. They have emailed and texted me calling me names and demanding I remove the review or they will proceed with legal again.

  Business Response

  Date: 07/30/2024

  Dear Better Business Bureau,

  
  We are writing in response to the complaint filed by *******  (TS) regarding their order from February 2024 with American Heelers.
  Firstly, we want to address the allegations made by the customer. At no point did we send any text messages to TS. The communication was conducted solely via email. Our email correspondence was in response to defamatory statemen** made by the customer online. We believe the customer’s claims are unsubstantiated and may stem from personal grievances unrelated to our services.

  
  Regarding the customer's concern about pricing, our pricing structure is transparently listed on our website and order forms, which ** used when placing their order. There should have been no confusion about the cos** associated with our services.

  
  Upon noticing defamatory remarks online, we reached out to the customer via email, requesting that they cease making false statements. We did inform the customer of our intent to pursue legal action if the defamation continued, which is a standard procedure to protect our business's reputation.

  Additionally, the first defamatory email we received from ** was sent from an email address that was not on file with us, so we did not initially recognize ** as a customer. Consequently, we assumed the email was from a random individual harassing our business, which prompted our mention of legal action. Now that we are aware ** is indeed a customer, we regret any misunderstandings that may have arisen from this situation.

  We will attach his order form from the order which clearly states our pricing and the copy of the receipt of his payment, he was charged no more or less than our list price so we are not sure what his problem is.  

  We understand the importance of respectful communication, and we regret if our email was perceived as harsh. However, we must clarify that no derogatory names were used in our communication. We expect all parties to maintain professionalism.
  We are committed to providing high-quality service and transparent communication. We would be happy to address any further concerns ** may have through appropriate and respectful channels.
  Thank you for your understanding.

  Sincerely,
  Ilya *******
  President
  American Heelers

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent the owner I****, of American Heelers my shoes to be redone as 3 pairs were not done correctly. He has being doing my shoes and adding a one inch and one fourth only on the left shoe. I couldn’t walk properly in the shoes, I already paid him the money 110$ for each shoes. I sent the parcel on March 6th with all the details , photographs of shoes and a written letter to him. I received an e-mail from him on April 4th, that he doesn’t understand how to redo the shoe and I have to pay again. Just looking with the naked eye, we can see the shoe is not done right. I want my refund of the 3 shoes back from him. I can upload all the documents and the letter I have sent to him.

  Business Response

  Date: 04/13/2023

  Dear ******,
  

  Thank you for sending us your shoes to be redone. We have carefully reviewed them and found that we have done everything according to your request. However, we understand that you are not satisfied with the results and we apologize for any inconvenience this may have caused.
  We would like to offer you a partial refund of 25% of the cost of the shoes, as a gesture of goodwill. If you accept this offer, we will issue the refund and send back the shoes to you. You can enjoy them the way they are or find another provider of this service who can better accommodate your requests.
  We value your business and the trust you have placed in us over the years. We understand that there have been instances where we had to redo your orders at our expense. Unfortunately, we can no longer afford to continue doing so. We hope that you understand our position and that we can part ways amicably.
  Please let us know if you have any further questions or concerns.
  Best regards,
  American Heelers
  
  *Attached are pictures of the work we did which was done exactly to specs

  **Also attached is the original order form from November 2022 for the 3 shoes.  I would like to note that the order was done 5 months ago and we are only hearing about the problems now!

  ***I am also attached the pictures of the shoes which we sent to the customer before we originally sent them back to her in November 2022 and the email we sent her to approve the pictures because I knew she had problems in the past and wanted to be 100% sure we did them right before we shipped back to avoid this exact issue!

  Customer Answer

  Date: 04/18/2023

  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.
  
  
  
  I do not want  25 percent off from American Heelers. Mr. I**** can take out the 3 lifts from the shoes and send it back to me with my amount of 320$.   I paid 90$ for the Teva shoes and 80$ for the two Vans respectively. I paid Mr. I****, 210$ for 2 shoe’s and 110$ for the grey Vans.  The Grey Vans were recently done, and I have the receipt with the date.  The Teva and the white vans were done a few months ago. When he sent me the pictures on the e-mail, I said it was good because I had not tried the shoes, I wore them in the month of December to take it on my vacation. I could not walk properly in them. I have fallen twice with the Teva shoes. I have all my messages sent to Mr. I****, on March 1st he wrote back, we will touch pace, when I get them in hand, for a month I received no reply, I had given so many calls regarding my shoe.  Mr. I****, is in business, he should know the meaning of customer service. ****** *************
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 04/18/2023

  We already sent the shoes back, this tracking link will go live when USPS scans it in along the way

   

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

   

   

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  i do not accept this respond.  i want my refund of 330$.  the shoes were sent back to me and were not done.
  
  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *************
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 04/26/2023

  I am sorry this situation does not warranty a refund as stated in prior responses.  We consider this matter closed.

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a shoe lift for my right foot at 2 cm and my podiatrist said it looked more like 2 inches. I would like a full refund with shipping charges included.

  Business Response

  Date: 02/09/2023

  As you can see in the photo provided my Mr. ***** himself we did the job exactly as he requested. We added a 20mm lift to the shoe, you can clearly see in the photo provided by Mr. ***** himself that we did a 20mm lift, you can see there are two layers of material added when you look closely.  Each of these layers is exactly 10mm thick, two of them equal 20mm just as Mr. ***** requested.  Unfortunately the confusion is all on the side of Mr. *****, I would be happy to discuss this further with him but this does not qualify for a refund.  American Heelers did exactly as requested.

   

  Ilya R******

  President

  American Heelers

  Customer Answer

  Date: 02/09/2023

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  The prescription was for 2 cm, not 20! I even enclosed a copy of the prescription. Ask them to look at it again. 

  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 02/10/2023

  I have been trying to explain to the customer that 2cm = 20mm, it is the same, WE DID 2 CENTIMETERS, you can see it in the photo

  Customer Answer

  Date: 02/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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,
  
  
  
  ****** *****