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Mesa Orthopedic, Inc.

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Mesa Orthopedic, Inc. Reviews (1)

Re: ID #*** Thank you for bringing this complaint to my attentionI am saddened that this misunderstanding has arisenI had spoken with the complainant on the telephone and explained from our records what had occurred (which is different from the statement in your customer experience
report). The client being referenced was originally brought into my office by her sister, the complainant, on 3-20-At that time, I was asked to evaluate her footwear, which I did, and spent 1/hours with her in two visitsI made no extra charge for the time spentThe sister indicated they had received custom shoes elsewhere and the shoes were not fitting the right foot due to swellingThe right shoe was so tight that it was being worn without any cushioning insole, and was still tightThe left shoe seemed to be fineI did tracings and measurements of her feet and we explored different optionsThe shoes she had come in with were not custom molded for her but were a brand and model of orthopedic shoes I was very familiar withIn fact, I was in the process of ordering the exact same style to mismate for another client(We cannot order these shoes mismated - we have to order two pairs of shoes and then mismate, which leaves us with two odd shoes on the shelf.) Although we have to pay for the two pairs from the manufacturer, we don't charge individuals for the price of two pairs unless they want all four shoesIt amounts to an upcharge of about 50% for the individuals receiving mismated shoes, instead of double the price. The complainant indicated she was not pleased with the other provider and the price she had been charged so did not want to go back to themShe made the decision to order one pair of shoes which would fit her sister's right foot to accomodate the swellingShe decided to use the left shoe her sister had received elsewhere and match it up with the right shoe we would order inWe ordered the Drew Sedona in 5XWW and it was fit to her right foot 5-5-She paid for, and we delivered, one pair of shoes size 5XWW. On 5-24-we were called and asked to order the exact same shoes client had received from us in They declined coming in to the office to be remeasuredWe went back to the purchase order and ordered the same thing since those shoes were still availableWe received the shoes from *** *** *** on 6-5-and a phone message was left that day indicating the shoes were inAn appointment was scheduled for 6-12-but the caregiver called to report that client's feet were really swollen and client needed to see her doctorOn 6-16-the caregiver called to say they still wanted the shoes and the swelling was going downAnother appointment was made for 7-10-which they were able to keep and the shoes were provided at that timeI was told the appointment was simply for a repeat of shoes provided three years priorI put the shoes on client's feet and she indicated they felt fineNothing was said about mismated shoes until later when the caregiver called to say the left shoe was too short and bothering client's foot and complained the shoes weren't mismatedI went back through client's file to determine the situation and explained it to the caregiverShe asked me to call the sister, which I didI tried to explain what had occurred according to the file but the sister did not want to hear what I had learnedAccording to her memory, I had; provided the mismated shoes originallyThis confusion could be cleared up if she locates her receipts from the other providerI explained that she only paid for one pair of shoes and she had wanted to use the right shoe only for the right footHad we provided mismated shoes in 2014, the cost at that time would have been $instead of the $she paid. In my brief conversation with the sister in July, I remember saying that we could order a size for the left foot but I don't think our conversation went long enough for me to quote a priceHer indication was that she was going to take her business elsewhere. In checking with *** they said they do not carry Drew shoesShe may have seen some shoes that looked similar for $67.00, but according to *** they would not have been Drew shoesThe sister's comments that we had lied to her about the shoes having been specially made for the client were very surprisingThe previous provider may have told the sister the shoes had to be specially made for the client, but we certainly did notWe showed her we could match up the shoes she had received from the catalog and thought she understoodSome might consider mismating shoes as being custom but custom molded shoes generally start about $600.00. Attached are copies of the and purchase orders reflecting what was ordered(Also note the order for the mismate shoes for another client were ordered in pairs.) Attached, also, are the receipts from client's purchase in and 2017, indicating her pair of shoes was not mismated in I am also attaching a copy of the sales ticket for the other client who received the exact shoe mismated but needed a buito demonstrate the cost of mismating shoes at that timeThe prices from shoe manufacturers for orthopedic shoes often increase every months. As I tried to explain to the sister, if she wants us to order shoes to accomodate the left foot, we will need to know what size that isWe will only charge her an additional amount as though she had received the mismated shoes initially. In good faith, we provided what we were asked to provideWe regret it was not the outcome they wanted and we apologize for the inconvenience. Sincerely,Richard S***, C.O

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Address: 2305 N 7th St, Grand Jct, Colorado, United States, 81501-8117

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