Diablo Prosthetics Orthotics

Went in for new orthotic inserts to their Pleasanton location. No problem, was seen, impressions taken and inserts ready a couple of weeks later. However, after a few days, the inserts were causing me a lot of ankle pain. I went back to my ortho and he said I should return to Diablo. I saw Kathleen in the San Ramon office and it was AWESOME! She took a lot of time to understand my problem and recommended new inserts as the ones that were recently made, while fine, just wouldn’t work for my needs. The cool thing is that they covered the new inserts under their warranty. They stood behind their work and Kathleen really took the time to make sure I got inserts that worked for me. Very pleased!

I am mortified to see the very negative review of Diablo Prosthetic. I got shoes and inserts several years ago and not only was everyone pleasant and knowledgeable, but I was not asked for upfront money. I just now made a return appointment and seemingly nothing has changed… still very good.

Not a fan of this run down office and inexperienced staff. I wasted 45 minutes at a first appointment even though I went in with a prescription detailing a need for custom shoes. They did not take impressions. They did not show me a catalog with style options. I was told that he needed to do some research, talk to the doctor and then he would get back to me. 3 days later I received a phone call stating that the shoes could be ordered but I would need to pay $ 900 in advance and once the shoes come in they would bill my 2 insurance carriers. When I started asking questions, like what style are you quoting for (since nothing had been decided) and what did the doctor say when he met with the man that met with me, the woman on the phone got frustrated and said that’s all I can tell you, Have a nice day and hung up on me. On a second call I got that same woman, still couldn’t get any answers and she hung up on me again, this time while I was in mid sentence. I ended up speaking to the man that fits for the shoes. He was at least civil, but basically said I have one style option (really??) for custom shoes, and they won’t do the work without full payment in advance or at the time of fitting. It’s all about the money and not even a tiny bit of concern for the patient, their physical condition, and let’s not forget plain old customer service. First rule should be NEVER hang up on someone because you are frustrated when they ask questions.

My first encounter with this office was 2 weeks ago. I met Cheryl who was the office staff. Very pleasant, knowledable. I then met Richard Sire who was not only personalable, but put me at ease with my circumstances. I’m an above knee amputee and was treated with respect, and kindness. Such a breath of fresh air. Thanks for making me feel comfortable changing from a place of 13 years is difficult enough, but you manage to make me feel like why I did not search for you guys back then. Thanks Rich your a gem!!!