Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 10, 2022 my wife had a massage from an RMT at Therapeutic Concepts St. Albert location. With tax we were billed $105.
  We have full coverage through work insurance and the ability to get direct billing. Therapeutic Concepts took our direct billing/insurance coverage information. They (therapeutic concepts) submitted the an invoice to our health insurance company for payment, however, they also used our information to get payment for someone else. Because this person is not listed on our policy and because it looked suspicious all payments were stopped from our insurance. They (therapeutic concepts) are demanding payment from us and refuse to acknowledge that they are the cause of the issue.
  We have had a number of phone conversations but have been unable to resolve the issue. (last on Feb 1, 2023).
  We don't like that our information wan't handled correctly and we don't think we should have to pay for something that we have coverage for. The bill should be cancelled.
  I can provide the invoice and potentially other documents. I did not because it looks like identifies people involved and that seems to be against the terms and conditions of ***.

  Business Response

  Date: 03/02/2023

  Dear ****,
  
  
  We apologize for the inconvenience and frustration you have experienced regarding the billing issue for your wife's massage at our St. Albert location. We take these matters very seriously and would like to resolve this as soon as possible.
  
  
  Upon reviewing your complaint and after many phone conversations with you, we initiated an internal investigation to determine what caused this error. We would like to assure you that we take the protection of personal information seriously and will take the necessary measures to prevent similar incidents from occurring in the future. After speaking with ******* on multiple occasions, they have assured us that there was no one else's name used for your claim and that a reporesentative that you previouslt spoke with had made an error.
  

  Further to the above, there would be no way for us to attempt to bill someone else on your plan. We have to search for the specific Plan Holder and Claimant with every claim processed and nothing can be processed unless the names match.
  
  
  Please allow us the opportunity to rectify this situation. We are working with you and your insurance company to find a satisfactory solution for all parties involved. ******* has now processed this claim and is going to be sending you the payment for the massage directly. At such time we will reach out to coordinate payment to the clinic for the RMT that provided the massage that day.
  
  
  We value your business and look forward to the opportunity to resolve this matter to your satisfaction. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  
  
  Best regards,

  Therapeutic Body Concepts

  Customer Answer

  Date: 06/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18965760. Our family is still very disappointed in Therapeutic Concepts.  Part of their reply seems to say that there is no way that this situation could have happened; a reply like this doesn't accept any responsibility and tries to pass this off as our misunderstanding.  This happened.  An improper claim was made, no payment was made to the RMT, and the people negatively affected are the customer and the professional providing the service - No penalty is carried by the people who made the mistake.  Obviously we will never do business with this company again.

  There has been a lot of work on their part to just get "their" money.  We will make the payment because it needs to get to the person who supplied the service, but we are extremely disappointed to hear that Therapeutic Concepts has penalized the registered massage therapist by not paying her when it is their company that provides the clerical work and they are the ones who made the error.

  Shame on Therapeutic Concepts.

  I don't think this is an acceptance of their resolution, just us trying to make this filthy situation go away.
  
  
  Regards,
  
  
  
  **** **********