I was sent by my doctor to Eschen for a brace and orthotics. I made multiple visits from upstate…read moreNY. I was not told there were other locations closer to me. When I found out and the office manager suggested I go to one of those, I was told I had to keep with the tech I had in NY city for continuity. I had broken my ankle and the brace was for use after I came out of the orthopedic boot to give extra support as my ankle continued to heal until I would not need any additional support. I was told by the tech it would be ready in 1-2 weeks so I stayed in the boot an extra 2 weeks. The office manager said she wished the techs would not say that because it is always longer, like 3-5 weeks.
I had already paid $650 and I paid another $150 for expedited delivery and got the brace over 6 weeks later. Since this was over the holidays, it was understandable there was some delay, but six weeks is a long time, and especially when my doctor wanted me to have the brace as soon as I was able to come out of the orthopedic boot. When I finally got the brace it did not fit at all. It was terribly painful. After many trips and attempts to make it fit, it never did.
(I had to pay in advance). While waiting for my tech, a man in the waiting room, who did not introduce himself, said I should probably see Ryan, a different tech, but then my regular tech came and I was led into a room with him. I found out later that this man was Andrew, that was the president of Eschen, but stating I should see Ryan, he did nothing to get Ryan involved at that point. The original tech was not able to do anything for me. The president said the brace didn't fit because my foot was too difficult for a brace. (It was not Eschen's fault)
I asked the tech about a different brace and he said this one had to be the one since the doctor ordered it. (As an RN, I frequently call doctors to change prescriptions when the originals don't work). I wrote two letters out of desperation to the president, Andrew. He told me not to send him letters, but to call him on the phone instead. I can only surmise that this was so that there would not be a paper trail. His emails were general. After speaking to the doctor and my physical therapist about the situation, Andrew suggested my physical therapist call him and he would speak to my doctor. My therapist called him, and he said he spoke to my doctor resulting in another kind of brace being made for me. I was measured for it by Ryan who became the tech working with me. Andrew made it clear multiple times that he didn't have to make another brace for me because he already had tried and it didn't fit, but he would give it one more try at no extra cost, but there were no guarantees it would fit due to my difficult foot, and this was the last time and no refund if it didn't work. He told me that so often that I expected it to fail. When Ryan put it on me, it fit perfectly other than the fact that the imitation leather was of low quality and started breaking down the first time I wore it. This ended up being 23 weeks from the time I was first fitted for a brace. (That being said, I was out of town a few weeks in the mix, but that is long after the time it was needed to help transition out of the orthopedic boot. There were also orthotics ordered that were also late and very substandard. Though, when measured for orthotics, I showed the tech my old ones that showed where I needed support, what I was given what looked like something out of a box from Walmart. Cheap and flat. On the second round requiring more visits a change was put in. That should have been done at the beginning but did help take away the pain. They are not very supportive at all . Since I had already paid up front, I was stuck with it. I initially signed that I was not satisfied with either orthotics or brace, but in the end I was mostly satisfied with the new brace and thought I could use the flimsy orthotics in dress shoes for some support. I really do not trust Eschen at all. The only good thing about it is Ryan, so if you go there, get him. Andrew was not honest several times. I brought a friend with me every visit and we just looked at each other when he contradicted himself, and from my view, he lied. (Perhaps he did not remember what he had said before?) He frequently interrupted me and did not want to listen to anything about orthotics, only the brace. I spent a total of $800 on these two products and they came too late to do any good, which resulted in my condition getting worse. With all the parking and gas for multiple visits it cost me more than $1,000. I would never go back to Eschen. I do not recommend them unless you get Ryan as your technician.
