Bilt Labs | Custom Orthotic InsolesReviews of urthotics.com

Response from Bilt Labs | Custom Orthotic InsolesMay 25, 2023

Hello, My name is Jeremy Overturf the owner here at URthotics. I want to personally apologize for any issues you may have encountered in your customer journey with us. Please know this is a 3rd party review site so all reviews are not at our discretion, evidence here as your review was able to be posted. Would you be able to provide me with any customer information or patient name so we can address this right away? Your review is not in line with our normal process and/or customer thoughts. Our team and doctor would like to confirm this information as it is a bit concerning to us all and not the norm. If a customer ever receives a pair of orthotics that are not solving their issues, they have 6 months of free adjustments and returns. We work closely with these customers and we have a personalized process in place that we are 100% confident in that is well beyond what other companies offer. We do this because we do care, and we know care more than most. Our other reviews confirm this type of care which is why we would like you to contact us as this is bothersome. Please reach out to us so we can find you as a customer and take care of any issues. Thank You Jeremy Overturf URthotics.com 888-506-7846

Response from Bilt Labs | Custom Orthotic InsolesFeb 6, 2023

Dear Individual, I am sorry that you are not satisfied with your recent chat experience. As a small business located in the United States, we are known for and understand the need for excellent customer service, even providing customers with the access to talk directly with our double board-certified Podiatrist if needed. For the safety of our team, we do allow them to politely end chats immediately with individuals or bots that are categorized as containing cursing and/or causing conflict. Upon examining your posted review, reviews left for other companies here on TrustPilot, and the reviews you left for our competitors saying similar things, your responses linked to this category. We are more than happy to answer the question presented about molding. There are indeed multiple ways to do a foot mold impression whether it is lying down, sitting in a chair, or as we prefer standing up and doing a "semi-weight bearing" impression. The reason our specialist prefers a standing, semi-weight-bearing mold is this allows us to capture the foot in action, see the fat pad expansion, and arch height with pressure/weight upon it as well as if there are any pronation or fallen arch issues. Each of these, among others, is not able to be captured when lying down with our remote process. We prefer an impression capturing what the foot will be doing while you are using your feet. A semi-weight-bearing mold gives us an accurate impression to make the proper adjustment for optimal support with our advanced software and 3D imaging process. We have had success with this way of molding for many years. Many of our doctors and specialists use this same form of molding and we give our customers the exact same process and materials we give them. If ever we receive a mold kit that seems like that individual could benefit better from another form of molding or needs additional in-person care, we immediately make that known to the customer so they get the best care for themselves. I do hope this information helps. Thank you for bringing this to our attention.