WHAT A SHAM!
THE SHORT VERSION:
His website banner says, "Comfort Guarantee or your money back" on every page. Great. I went to him with a fairly straightforward foot problem. I brought my doctor's prescription for orthotics, which he wouldn't even look at. He took casts, wasn't able to make me a usable orthotic, $595. later. After several attempted revisions, he recommended adding "his" gait plate to the mix, (another $150.) The combo still didn't work, and was worse than my generic gait plate from Eneslow. In the waiting room after a prior visit, he initiated a conversation, saying if they didn't work he'd have to return my money. When I went to return the products, they told me they'd return all but a $125. "consultation fee". I would NEVER have agreed to pay $125. on speculation, with the possibility that he might not make a usable product. Amex has taken over my case for now. If that fails, small claims will be next. Yuck. HE DOSEN'T STAND BEHIND HIS GUARANTEE.
THE LONG VERSION:
I went to him with a common foot problem, 2nd metatarsal jt. pain and inflammation, no stress fracture,(I'm a marathon runner). After a lot of chat about himself and his alleged litany of all-star clients, he got to my foot issue. He seemed knowledgeable and was referred to me by another competitive runner. I really wanted these orthotics to help...
I trotted in, armed with my prescription, xrays, mri films and CD, doctors' reports, running shoes and walking shoes, all of which they told me to bring to the initial visit, only to have him say he didn't want to see anything but the running shoes. We talked about what worked for me and what didn't. I was already using a gait plate, which allows me to walk with almost no pain, but isn't an answer for running. In my case, I knew from experience that any mobility in the second tarsometatarsal joint would cause extreme pain, as would any heel lift or forefoot "give", (cushioning), no matter how slight. I have very flexible foot joints. He casted my feet, I paid $595. and came back a few weeks later to try the orthotics. They weren't comfortable, but I thought they might take getting used to. I never had custom orthotics before. He made one minor refinement that day. I didn't walk more than a few blocks when, fuggedaboudit! Wayyy too much 2nd metatarsal pain to continue with these. Back to the pre-formed gait plate for the remainder of the evening. I tried walking in the orthotics with more supportive running shoes a couple of days later, with similar results. I called the office to set up a second appointment. They couldn't get me in for weeks because he was out of the office. I brought in the more supportive running shoes and tried them again. More adjustments, one of which made the second metatarsal part so thin I thought it would wear out very quickly, plus a somewhat flexible rockered gait plate), another $150. I wasn't sure how I felt when I left the office. It's hard to tell just by walking/jogging up and down a hallway.
I really wanted these to work!
Nope. No dice. No improvement, and the gait plate was too flexible. He knew any joint hyperextension wouldn't work for me, (see above). In the office he said, "If this doesn't work, I'm gonna have to refund your money." Fine, but I'd spent a lot of time on this and wanted results more than a refund. I asked if he'd ever been unable to make it work with other clients in the past and he said yes, once in a while.
One more failed road test at home. Set up appointment #4, supposed to happen this afternoon, to try one last adjustment or return the whole shebang, when he cancelled the appointment this morning via emial, saying he needed me to get xrays to rule out a stress fracture. Whaaaaaaaa??? I had all that done and brought it with me prior to visit #1!!!! Crazy! I sent him an email stating that he had the info. available all along and it made no sense to waste yet more time with a cancelled appt. I work and took time off for this. Let's get it right or I'll return all products for a full refund. Now he's offering to refund my money, LESS $125. for an "office visit". He is not a doctor; he is a technician, in the same way opticians are not ophthalmologists and physical therapists are not M.D's, That is why there are separate boards for each of these professions. A non-refundable consultation fee is not customary for technical fields. I came to him with a prescription from my doctor to be filled by Jeff Rich. Four appointments later, months of waiting, no usable orthotics and you're going to charge me $125? Glad I paid with Amex, 'cause it might get ugly. I just want my money back, and he can keep his useless equipment. I feel scammed by his lack of professional handling of the issue. If he can't make them, fine. I'll eat my wasted time. But, don't try to withhold money for the privilege of your "consultation to nowhere". read more