Foot Levelers, Inc.

Foot Levelers has been in contact with Doctor [redacted].  Doctor [redacted] has contacted the patient explaining that if the product does not work properly her will return to Foot Levelers for a full refund under the warranty.

We have spoken with the doctor.  He has informed us he would be in touch with the patient.  Foot Levelers, as the Revdex.com knows, does not speak with the consumer/patient, only with the doctor.  The doctor is going to communicate to the patient Foot Levelers is happy to modify the orthotic or we are happy to offer a full refund.  
Thank you and let me know if you need anything else.
[redacted]

Good Afternoon!  I will be in touch first thing tomorrow once I am able to talk to someone in my lab regarding this order.  We will certainly be happy to refund the money to the patient but would prefer to modify his orthotics.  [redacted]  [redacted]

I have had the same issues with the orthotics from Foot Levelers and lack of support/help from both Chiro and the company. I would NEVER recommend these to anyone. My foot gets the injections for neuroma's as well. I also , had the electronic "picture" of my feet done versus a mold. I cannont wear these at all and waste some good money, being handicapped and hoping to try to be able to walk better. Company was of no help whatsoever!! Something needs to be done, as people are being taken advantage of and Chiro's are "pushing" a poorly designed product. This product does NOTHING for my low arches, let alone creates havoc on ball of foot, AKA Neuroma, requiring painful, expensive treatments.

I have purchased Foot Levelers orthotics several times in the past, and was very happy with them. Last April I had started seeing a new chiropractor who sold Foot Levelers and decided to purchase them again. When I purchased them in the past I would step into a foam mold, now it’s an electronic machine you walk on, similar to what Dr. Scholl’s uses at Walmart. I informed the chiropractor that I have problems with a Morton’s Neuroma in my left foot, which I had under control after receiving cortisone shot by my podiatrist that past October. After wearing the orthotics for two weeks as instructed by my chiropractor, the Morton’s Neuroma was aggravated. After trying to get resolution with the chiropractor I was going to (he handed me the email he received from Foot Levelers with instructions on how to perform a tape build up test?), I gave up on any satisfaction. I called Foot Levelers directly and was told I have to communicate issues through the chiropractor, I told them that I was trying to and getting nowhere, but they didn’t care, and made no attempt to resolve the issue. In January I started going to another chiropractor who dealt with Foot Levelers and asked if he could do anything. He talked to them on the phone because they were still on warranty; their response was that I should wear the orthotics for 30 minutes a day for the next 45 days…the warranty ends in two months. I suffered with months of pain with every step, till I was able to get another cortisone shot, after aggravating my Neuroma from wearing Foot Leveler orthotics. I called them and told them what happened; they didn’t care, and told me I need to contact my chiropractor. Why would I risk wearing something that screwed up my foot? This product is total garbage and is not warrantied. I am left with worthless orthotics that I spent $250 on.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I am accepting the businesses response under the condition of a full refund.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Regarding Ms. [redacted]’ order dated May 11, 2012.  I am so sorry we are not able to help, as the warranty is 15 months over our 12 month warranty.  Unfortunately, we aren’t able to offer a free replacement as it has been 27 months since she ordered the orthotics.  We are...

happy to offer her a $99 reorder price.  If she had expressed her concerns within the warranty period, I can assure you Foot Levelers would have made modifications to her orthotics or refunded her money in full.  Again, I apologize we are not able to extend our warranty by an additional 15 months.  Please let me know if there is any additional information you may need regarding this patient.
Best Regards,
[redacted]

I have reviewed the response made by the business in reference to...

complaint ID [redacted], and find that this resolution would be satisfactory to me.  Foot Levelers has been in contact with Dr. [redacted]. Dr. [redacted] returned the orthotics and Foot Levelers has remade the foot orthotics for my son. It has been agreed that my son would try the reconstructed/adjusted foot insoles and keep them, only if they provide the necessary relief and support for his feet. If after 2-4 weeks of continued wear, we find the product to be performing unsatisfactorily, then the foot orthotics will be returned to Foot Levelers for a full refund. 
Regards,
[redacted]

I've been buying FOOT LEVELERS from my chiropractor in Cranberry Twp. PA for about 6 -7 years. Usually 2 pair every 2 years. They do help greatly. They have always warranted the one pair in my work shoes that take the most abuse before the 1 year warranty period was up. January/February of 2017 I went to my Chiropractor and bought 2 more pair. He insisted that policy ( his or FOOT LEVELERS I'm not sure which) needs a new foot scan after 4 years. I just wanted to use the same scan since it worked very well for me. We did the new scan, and when I got the new orthotics they were half the thickness and the lift/shim was on the wrong foot. Not sure if the mistake was at the chiropractors or FOOT LEVELERS. I gave them a try with the lift under the correct foot orthotic and was in a lot of pain. The chiropractor did call the company and got me them replaced with orthotics made from the original scans. I received the good new usable orthotics the middle of April 2017, dated 4-3-17 0n the package. Everything was great again. Went to chiropractors in January of 2018 to get the pair of orthotics in my work shoes replaced under the 1 year warranty. My chiropractor said to wait until the end of February or March for us to contact FOOT LEVELERS about warrantying that pair. I called my chiropractor last week, Thursday March 29, 2018, about the warranty. My chiropractor called Foot levelers and they refuse to warranty them. They said the warranty was up in the end of January 2018, especially because they replaced the wrong scanned orthotics in the beginning. It was not my fault the insisted on other scans that did not work & caused me pain. I really tried to get the chiropractor to use my original scans. It was not my fault the chiropractor told me in January to come back for the warranty in Feb. or March. Foot levelers offered me as many pairs as I want for $99. After 1 year the warranty would be up so 1 or 2 pair at a time is all that would be worth it. They are not standing behind there warranty, and I believe partially the chiropractors fault. I am going to be a life long buyer of orthotics with my back, body, feet, and a short leg spending around $600.00 every 2 years for new ones. I am not a happy customer since they won't back / warranty their product because of someone else's mistake. Not mine.

I have reviewed the...

response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[A representative from Foot Levelers contacted Revdex.com to inform them that they would be in touch with me the next day, that never happened.  Nearly two days have passed since the last communication.  I am rejecting the response, to comply with the Revdex.com five day response guideline.  This is just another example of the poor customer service on Foot Leveler's part.  The only way to resolve the issue at this point is a full refund, because I have serious concerns about the company's false advertising, product not as described, safety issues with the product, and poor customer service.]
Regards,
[redacted]

I have had the same issues with the orthotics from Foot Levelers and lack of support/help from both Chiro and the company. I would NEVER recommend these to anyone. My foot gets the injections for neuroma's as well. I also , had the electronic "picture" of my feet done versus a mold. I cannont wear these at all and waste some good money, being handicapped and hoping to try to be able to walk better. Company was of no help whatsoever!! Something needs to be done, as people are being taken advantage of and Chiro's are "pushing" a poorly designed product. This product does NOTHING for my low arches, let alone creates havoc on ball of foot, AKA Neuroma, requiring painful, expensive treatments.

I have purchased Foot Levelers orthotics several times in the past, and was very happy with them. Last April I had started seeing a new chiropractor who sold Foot Levelers and decided to purchase them again. When I purchased them in the past I would step into a foam mold, now it’s an electronic machine you walk on, similar to what Dr. Scholl’s uses at Walmart. I informed the chiropractor that I have problems with a Morton’s Neuroma in my left foot, which I had under control after receiving cortisone shot by my podiatrist that past October. After wearing the orthotics for two weeks as instructed by my chiropractor, the Morton’s Neuroma was aggravated. After trying to get resolution with the chiropractor I was going to (he handed me the email he received from Foot Levelers with instructions on how to perform a tape build up test?), I gave up on any satisfaction. I called Foot Levelers directly and was told I have to communicate issues through the chiropractor, I told them that I was trying to and getting nowhere, but they didn’t care, and made no attempt to resolve the issue. In January I started going to another chiropractor who dealt with Foot Levelers and asked if he could do anything. He talked to them on the phone because they were still on warranty; their response was that I should wear the orthotics for 30 minutes a day for the next 45 days…the warranty ends in two months. I suffered with months of pain with every step, till I was able to get another cortisone shot, after aggravating my Neuroma from wearing Foot Leveler orthotics. I called them and told them what happened; they didn’t care, and told me I need to contact my chiropractor. Why would I risk wearing something that screwed up my foot? This product is total garbage and is not warrantied. I am left with worthless orthotics that I spent $250 on.

Review: Dr I sought for services for this product had an issue with the scanner but it scanned my feet & results were sent to company. Soon after I received the foot levelers.. Broke em in as told Didn't use em for a year,stop walking. When I resumed walking I had issues with the [redacted] of my feet really hurting and my heels hurting. I went back to Dr about them ,he trimmed the toes of the inserts,. His office called them & was told to send em back & for additional $99. they would take care of the problem[replacement]. I do not honestly feel this levelers were correctly done,simply because I have very high arches and nothing was added for this issue. I also had chin soreness when I walked. This Dr no longer carry,s this co,s product.I really only want these corrected or my $$$ back.Desired Settlement: Or money back

Business

Response:

Regarding Ms. [redacted]’ order dated May 11, 2012. I am so sorry we are not able to help, as the warranty is 15 months over our 12 month warranty. Unfortunately, we aren’t able to offer a free replacement as it has been 27 months since she ordered the orthotics. We are happy to offer her a $99 reorder price. If she had expressed her concerns within the warranty period, I can assure you Foot Levelers would have made modifications to her orthotics or refunded her money in full. Again, I apologize we are not able to extend our warranty by an additional 15 months. Please let me know if there is any additional information you may need regarding this patient.

Best Regards,

Review: Given that I have used Foot Leveler orthotics for years with great satisfaction, I expected this experience to be equally positive. Unfortunately, it has been most disappointing. After eleven months and $450, I still have nothing to show for my efforts except intensified foot pain. Because my previous prescribing chiropractor retired, I called Foot Levelers for a referral. [redacted] in the Customer Service department referred me to Dr. [redacted], a chiropractor in my area. I was evaluated by Dr. [redacted] in June of 2012 and paid him $450 for a consultation, evaluation and casting for Foot Leveler orthotics. During this consultation I explained to Dr. [redacted] that since reconstructive foot surgery in 2009 my arches are no longer symmetrical. (It took me years of trying various shoes and orthotics to figure this out.) Dr. [redacted] assessed my feet with a computerized scanner and submitted this information to Foot Levelers, leaving it to Foot Levelers to design the orthotics. The first pair did not accommodate my assymetrical arches, so Dr. [redacted] then measured my arches more carefully and submitted a modification request to Foot Levelers, specifying that the right arch should be placed 4 mm forward (relative to the left arch). I received this second pair and began to follow the break in recommendations. However, during this span of time I’d begun to see a separate chiropractor who successfully “unwound” my hip that had been structurally displaced in a car accident 17 years prior (a major breakthrough after working with chiropractors, physical and massage therapists). Because of this, the second pair no longer fit properly. Again, I reached out to Dr. [redacted] who agreed to modify the prescription accordingly, eliminating the pronation shim from the heels. After Dr. [redacted]’s office received authorization, the orthotics were sent back to Foot Levelers. " Each time that Foot Levelers received the orthotics, they "modified" them by starting from scratch to produce an entirely new pair. The third pair that was sent to Dr. [redacted]’s office no longer had assymmetrical arches. Because of this, they didn’t fit properly. The lab technicians had failed to follow the specific measurements provided by Dr. [redacted]. Again, after authorization was received from Foot Levelers the orthotics were sent back to for modification. The most recent modified pair arrived in January. They were made of a soft fabric material that I have never seen before, and Dr. [redacted] did not prescribe. I have always had a leather “tough top” finish . The soft fabric in this last pair was not substantial enough to adequately support my arches. Dr. [redacted]’s receptionist, contacted Foot Levelers and was told that this pair would not be authorized for modification because I had not gone through the 45 day break in period. I called [redacted]. After explaining to [redacted] that the orthotics were made from a material that Dr. [redacted] did not prescribe, he stated that he understood. He said he would call Dr. [redacted]’s office that same day to authorize a return and modification. I called Dr. [redacted]’s office and told his receptionist to expect a call from [redacted]. One month later I called Dr. [redacted]’s office to check the progress and learned that [redacted] had not called. I urged Dr. [redacted]’s receptionist to call [redacted], which she did. [redacted] authorized a return and they were sent back to Foot Levelers March 18th. At this point I approached my physical therapist, [redacted], and asked if his office would open an account with Foot Levelers and request that my record be switched to them, as Foot Levelers had instructed was possible. My PT did this within a matter of days. After not being able to reach [redacted], my PT’s office spoke with [redacted] in Customer Service who claimed to understand the dilemma and assured the PT Assistant that the orthotics would be modified to specification and sent to the PT's office. One month later the PT Assistant called [redacted] after not receiving the modified orthotics. [redacted] told her that nothing was done to modify the orthotics because the returned orthotics showed no signs of break in. [redacted] claimed to remember the previous conversation regarding the fact that these orthotics didn’t match the prescribed specifications, yet insisted they could not be modified because I had not broken them in. My PT's office attempted to call [redacted], and left voice messages, but received no response. I then sent an email to the company president, Dwayne Bennett and again received no response. For the past eleven months I have followed Foot Leveler’s process, working with their staff and the chiropractor that their Customer Service Representative referred me to. Foot Levelers promises a one year warranty that covers necessary modification; however, they failed to honor their own warranty. On multiple occasions Foot Levelers staff failed to return phone calls or take action as promised, dragging out the one year that was covered by warranty. They failed to follow the prescribing chiropractor’s specifications, and then refused to modify the orthotics, even though they were made improperly.Desired Settlement: I would be satisfied with the following resolution, as requested by my Physical Therapist, [redacted]'s office. I want Foot Levelers to provide me with a pair of leather “tough top” finish orthotics, without heel pronation shims, with the Right foot arch placed 4 mm forward (measurements in accordance with those noted in my record held by Foot Levelers), with large metatarsil pads (measurements in accordance with those noted in my record held by Foot Levelers).

Business

Response:

We modified many pairs for this patient, but the patient did not follow the 45 day break in period for any of the pairs. The modification team advised the office we would no longer modify any pairs for this patient, as she was not attempting to wear them. However, I just spoke with the CA of this office, and she stated the corrections weren’t correct originally. The patient refused to wear them because the MLAs were not hitting her arches in the correct place. Long story short, we will process a new pair for this patient, with the doctor’s specific requirements for this order. I have sent this request to the modification team. [redacted]

Consumer

Response:

I want to thank [redacted] , as a representative of Foot Levelers, for acknowleding that the “corrections weren’t correct”. This is exactly what I was trying to communicate. I also want to thank Foot Levelers for complying with my request. I have been informed by my Physical Therapist’s office that they received an email from Foot Levelers saying that a new pair of orthotics has been sent to their office. From [redacted]’s writing I am unclear as to which specifications were followed for this most recent correction that’s been shipped. I will be satisfied with Foot Leveler’s response, provided that this pair is made correctly to the following specifications as submitted by my Physical Therapist’s office, which I stated in my complaint: leather “tough top” finish orthotics, without heel pronation shims, with the Right foot arch placed 4 mm forward (measurements in accordance with those noted in my record held by Foot Levelers), with large metatarsil pads (measurements in accordance with those noted in my record held by Foot Levelers). If again, Foot Leveler’s provides to me a pair of orthotics that do not match these speicifiations I will not be satisfied with their response. Thank you for your assistance in helping to resolve this issue.[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, I would like to thank Foot Levelers for responding so quickly to mycomplaint with the Roanoke Revdex.com. The orthotics arrived yesterday at myPhysical Therapist’s office. I am disappointed to report that these corrections were still incorrect. It appears that some of the specifications were followed, while otherswere not. Here are the specifications that were correct:black leather “tough top”heel without pronation shimright arch placed 4 mm closer to the toes than the left arch (inaccordance with the measurements noted in my record held by Foot Levelers) Here are the specifications that were incorrect:center metatarsil pads were the small versionthe right arch was 4 mm higher than the left arch I did try the orthotics in two different pairs of neutral shoes. Theymade my right leg and knee hurt. I ask that this case be reopened and that once I send these orthotics backto Foot Levelers they be corrected to the following specifications:black leather “tough top” finish,without heel pronation shims,with the Right foot arch placed 4 mm forward (measurements in accordancewith those noted in my record held by Foot Levelers),arches being the same height,with large metatarsil pads (measurements in accordance with those noted inmy record held by Foot Levelers) I realize that the specifications may be confusing. Foot Levelers staffhas told me that because orthotics are considered a medical device, theyneed to deal with a medical practioner, rather than the end user. Ibelieve that if I could speak with someone at Foot Levelers who makes theorthotics, I could make it more clear what I am requesting (rather thantrying to decipher written notes). I am happy to make myself available tospeak by phone before 9:30 EST at ###-###-#### or during the day at###-###-####. My work schedule changes daily and I’d be happy to schedulea time when I am available via my email at [redacted] . This way Foot Levelers would save time and materials, I could have a pairof correct orthotics, and we could resolve this matter quickly. Thank you for considering my request and serving as a liaison in this matter.[redacted] Subject: Correction Re: Claim #[redacted] I realize that I may have misspoke in my earlier email today in my hasteto get you the information we discussed. Looking again at the orthoticsthat I just received from Foot Levelers I realize the metatarsal pad mayactually have been done correctly to specification, being a large padafter all (it's hard to tell with all the markings on the topcoat). That means there was actually one thing that was still incorrect and thatis the right arch was made 4 mm higher than the left arch. I would likethe arches to be the same height as stated in my email sent this morning. Thank you for allowing me to amend my previous email. [redacted]

Business

Response:

The firm states that they are sending one more pair based on your instructions. The firm only deals with the patient’s doctor. They cannot call you. If this last pair does not meet your specifications, the firm will issue a refund.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't know what to say. The orthotics hurt and I'm having a hard timewearing them for any length of time without my right foot cramping (leftis fine). And their response basically said if they made them tospecification (which they did) they will do nothing further (as in theyare not willing to extend my warrantee coverage as I requested) exceptrefund my money if it was not made to specification. It is made to specification. The right orthotic makes my foot cramp. Iwant them to extend the warrantee as I wrote in the last request. As faras I understand they will not do this.Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I wanted to let you know that last week I received a fullrefund check from the chiropractor's office who first ordered theorthotics from Foot Levelers. I am assuming Foot Levelers requested thatthey do this because when I tried to get a refund from them around 8months ago, they refused. Please make sure the status on this case reads that I was satisfied withthe resolution, and I thank you and Foot Levelers for your assistance. [redacted]

Review: My chiropractor sold me on trying out expensive orthotics to help stabilize my pelvis and spine. I ran into three problems when dealing with Foot Levelers.

1) The product has a very slick surface causing the foot to slide between the sock and the insole. This creates friction which causes heat and tenderness throughout the foot. It also causes instability. I tried this in my work boot and tennis shoes. It was worse in the tennis shoe because of the lack of ankle support that the work boot provides. My ankle would actually buckle while wearing the sneaker because of the sliding caused by the insole. My foot slid at bottom of the foot, while remaining stationary at the top. My doctor spoke with them about this issue and the customer service representative actually tried to blame it on an improperly sized shoe. Nevermind the fact that this was happening with multiple shoes of different variation, and that it doesn't happen with the regular insoles. My shoe is properly sized and if I wore a smaller shoe (as customer service suggested to my doctor) I would have blisters at my toes. The customer service representative is not correct.

2) The foot scan showed an improperly aligned pelvis due to asymmetrical body alignment. It would be reasonably believable that one insole would be designed slightly thicker than the other to balance out the misalignment (or the arches thicker in one). Yet when both insoles arrived they were exactly the same on placement of the arches and thickness, in other words completely symmetrical. A micrometer could tell you this, if your eyes couldn't. This would result in the arches possibly being aligned (if the foot didn't slide at the insole), but the pelvis still being out of alignment. My doctor asked them about that, and the customer service representative told him that [redacted] could not comment on this issue because they use "proprietary measuring".

3) Foot Levelers has horrible customer service with vague warranty statements. They state "100% Guarantee", but do not specify further what that means. You would assume that means 100% money back guarantee, but I don't think it does based on the poor customer service my doctor and I received. So far Foot Levelers is not addressing the issues. Also, if there is any issue, you have to wait 45 days before they will fix it, even if it's a manufacturing defect. I tried calling customer service to ask what the "100% Guarantee" means, and the woman would not talk to me citing HIPPA laws. Though I'm the patient, I was simply asking for information on their return/exchange policy. After I told her that the HIPPA law doesn't apply here, she said, "Well it's our policy that we do not talk to patient's/customers, only to the chiropractor". Very poor customer service.

So far they have not offered any assistance to fix either problem and with the poor customer service and poor product backing of a near $200.00 insole, I'd just rather return the product at this point. I think Foot Levelers should be reminded that there is more and better customer service with a $15 insole than their $200 product.Desired Settlement: 1) I think foot levelers should reevaluate and improve upon their customer service. If they want to improperly cite HIPAA laws, then they should be willing to at least talk to their customers about non-specific patient information, to include their return policy.

2) Clearly provide information to customers about their return policy and define what 100% Guarantee means.

3) Work to resolve the issue, if unwilling provide a 100% refund to back their "100% Guarantee" claims.

Business

Response:

Good Afternoon! I will be in touch first thing tomorrow once I am able to talk to someone in my lab regarding this order. We will certainly be happy to refund the money to the patient but would prefer to modify his orthotics. [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[A representative from Foot Levelers contacted Revdex.com to inform them that they would be in touch with me the next day, that never happened. Nearly two days have passed since the last communication. I am rejecting the response, to comply with the Revdex.com five day response guideline. This is just another example of the poor customer service on Foot Leveler's part. The only way to resolve the issue at this point is a full refund, because I have serious concerns about the company's false advertising, product not as described, safety issues with the product, and poor customer service.]

Regards,

Business

Response:

We have spoken with the doctor. He has informed us he would be in touch with the patient. Foot Levelers, as the Revdex.com knows, does not speak with the consumer/patient, only with the doctor. The doctor is going to communicate to the patient Foot Levelers is happy to modify the orthotic or we are happy to offer a full refund.

Thank you and let me know if you need anything else.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I am accepting the businesses response under the condition of a full refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On Jan 19, 2015, my son [redacted] was advised by our chiropractor to be fitted for a foot orthotic by Foot Levelers due to Plantar Factitious. I agreed to ordering the foot orthotic and was assured that [redacted] would experience immediate relief once he started using the insoles. [redacted] was measured/fitted by our chiropractor and the orthotics were ordered. I was charged a "sale" price of $305.00. In Feb. my son went in to the chiropractor and received his insoles. He began wearing them right away. After a couple weeks, [redacted] did not noticed any difference and did not receive any relief by wearing the orthotics on a daily basis. His feet actually hurt more. On his next visit to the chiropractor, he told the doctor about his issues with the insoles. The doctor explained that he would not get "full relief" from wearing the orthotics. That if you stand on your feet a lot that your feet will hurt regardless. [redacted] accepted this response and continued to wear the insoles. Months after wearing the insoles on a daily basis, his feet were hurting more than before. He continued to explain this to the chiropractor and he received the same explanation as before. My husband and I decided to discuss this with our chiropractor on our visit. When we told him how uncomfortable the orthotics were, he said that he would take care of resolving the issue. [redacted] went back into the chiropractor and talked about the same issue that he had been having since he started wearing them. He asked to either return them for a full refund or ask that Foot Levelers remake the orthotics. At that time the doctor said that he would contact Foot Levelers and get back to [redacted] when he had an answer. [redacted]'s next visit which was now Sept. 2015. He asked about the resolution. The doctor said that he felt that Foot Levelers would not give us a refund or remake the orthotic. He said that we could try tho send them back, but he was not confident that they would do anything but reject the claim. This prompted me to contact Foot Levelers directly. I spoke with a customer service representative and explained our situation. She proceeded to tell me that there was not anything that Foot Levelers could do to resolve our issue. I asked about their 100% guarantee. She told me that she was not at liberty to discuss the Foot Levelers product guarantee or warranty. She further explained that that is reserved for the business to business relationship. I was furious! I purchased an orthotic for my son at a cost of $305.00 and the Foot Levelers is not willing to stand behind their product. She offered to contact our chiropractor and discuss the situation. That was last week and we still have not heard back. It has been 10 months since we ordered these orthotics and for 9 months, we have had nothing but problems with resolving this issue. My son is not receiving any benefit from this product. We want a resolution to this problem as soon as possible.Desired Settlement: Foot Levelers needs to honor their warranty with the consumer, not the doctor. I want a full refund of $305.00.

Business

Response:

Foot Levelers has been in contact with Doctor [redacted]. Doctor [redacted] has contacted the patient explaining that if the product does not work properly her will return to Foot Levelers for a full refund under the warranty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Foot Levelers has been in contact with Dr. [redacted]. Dr. [redacted] returned the orthotics and Foot Levelers has remade the foot orthotics for my son. It has been agreed that my son would try the reconstructed/adjusted foot insoles and keep them, only if they provide the necessary relief and support for his feet. If after 2-4 weeks of continued wear, we find the product to be performing unsatisfactorily, then the foot orthotics will be returned to Foot Levelers for a full refund.

Regards,