After evaluating all aspects of this patient's account, I found that there may have been a misunderstanding about our adjustment policyThe adjustment policy at National Pedorthic Services is this (please see attached):
margin-bottom: 0px;">
Adjustments will be made free of charge within the first days of the dispense date of an itemAfter days, the patient will be charged an adjustment fee starting at $for each appointment for adjustments
A couple key points in this policy are:
the charge is applied after days of dispense
the charge is per appointment
In the instance of this patient, it appears in our records that she was seen on 7/21/for an adjustment on a particular site of the brace by the navicular boneShe returned on 7/28/with a complaint of pain on a different site of the brace by the medial malleolusThese were two separate cases, and there were two appointments scheduled to make the appropriate adjustmentsIt was not a situation where our practitioner was making an adjustment to the service provided the week prior, rather, they were different casesThis is where our practitioner was in a position to charge for both, such that there were two appointments for the adjustments and he was following our written policy
We do have a promise which is to provide the highest quality products and service delivered in a professional, prompt, courteous and confidential mannerAll of which was providedI agree that the adjustment charge should have been better communicated, and I greatly appreciate this being brought to our attention so we can address this with our staffWithout this knowledge, we wouldn't be able to better educate them
Based on my findings within this file, I feel that our practitioner did provide the service requested by the patient and also followed our written policy, so we are declining the $refund request at this time.
Sincerely,
*** ***
National Pedorthic Services, IncCreek Rd, Unit A
West Bend, WI (414) 292-
Without receiving the pictures that are noted as attached, it presents a challenge to review the customers viewpointWe are basing our replies on the practitioners notes completed directly after the appointments where it indicates the different adjustment areas and complaints of discomfort
We have discussed this situation at length with our practitioner, as well as the proper communication about the adjustment fees with our customersAlthough we do still see on our end where they were separate instances, we have decided to resolve the complaint by refunding the customer the $adjustment fee charged at the second appointmentThis refund will be processed via check and will be mailed out on or before August 31,
Thank you,
*** ***
National Pedorthic Services, IncCreek Rd, Unit A
West Bend, WI (414) 292-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The attached photos show where my foot has misshapen bones. Less than 2 inches apart. The 1st adjustment and the 2nd adjustment were made because the technician did not satisfactorily adjust the brace the 1st time even though he has felt the boney area that was hurting when I tried to wear the brace.
It is important that you understand he did not make 2 “area” adjustments but corrected the 1st one he made7 days before in the same part of the brace. I believe this should have been a courtesy adjustment because of those circumstances: my long history with the company; and possible future braces I will be needing manufactured.
Obviously they needed my $30 more than they valued providing customer service.
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your mediation and successful resolution of my complaint. [redacted]
After evaluating all aspects of this patient's account, I found that there may have been a misunderstanding about our adjustment policyThe adjustment policy at National Pedorthic Services is this (please see attached):
margin-bottom: 0px;">
Adjustments will be made free of charge within the first days of the dispense date of an itemAfter days, the patient will be charged an adjustment fee starting at $for each appointment for adjustments
A couple key points in this policy are:
the charge is applied after days of dispense
the charge is per appointment
In the instance of this patient, it appears in our records that she was seen on 7/21/for an adjustment on a particular site of the brace by the navicular boneShe returned on 7/28/with a complaint of pain on a different site of the brace by the medial malleolusThese were two separate cases, and there were two appointments scheduled to make the appropriate adjustmentsIt was not a situation where our practitioner was making an adjustment to the service provided the week prior, rather, they were different casesThis is where our practitioner was in a position to charge for both, such that there were two appointments for the adjustments and he was following our written policy
We do have a promise which is to provide the highest quality products and service delivered in a professional, prompt, courteous and confidential mannerAll of which was providedI agree that the adjustment charge should have been better communicated, and I greatly appreciate this being brought to our attention so we can address this with our staffWithout this knowledge, we wouldn't be able to better educate them
Based on my findings within this file, I feel that our practitioner did provide the service requested by the patient and also followed our written policy, so we are declining the $refund request at this time.
Sincerely,
*** ***
National Pedorthic Services, IncCreek Rd, Unit A
West Bend, WI (414) 292-
Without receiving the pictures that are noted as attached, it presents a challenge to review the customers viewpointWe are basing our replies on the practitioners notes completed directly after the appointments where it indicates the different adjustment areas and complaints of discomfort
We have discussed this situation at length with our practitioner, as well as the proper communication about the adjustment fees with our customersAlthough we do still see on our end where they were separate instances, we have decided to resolve the complaint by refunding the customer the $adjustment fee charged at the second appointmentThis refund will be processed via check and will be mailed out on or before August 31,
Thank you,
*** ***
National Pedorthic Services, IncCreek Rd, Unit A
West Bend, WI (414) 292-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The attached photos show where my foot has misshapen bones. Less than 2 inches apart. The 1st adjustment and the 2nd adjustment were made because the technician did not satisfactorily adjust the brace the 1st time even though he has felt the boney area that was hurting when I tried to wear the brace.
It is important that you understand he did not make 2 “area” adjustments but corrected the 1st one he made7 days before in the same part of the brace. I believe this should have been a courtesy adjustment because of those circumstances: my long history with the company; and possible future braces I will be needing manufactured.
Obviously they needed my $30 more than they valued providing customer service.
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for your mediation and successful resolution of my complaint. [redacted]