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:04/09/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I am 62 with disabilities. I have struggled with mental health issues for years. I was researching toenail fungus online in April of 2023, when I came upon the website of Island Foot Clinics, who offer an alternative treatment for my issue called Lunula Cold Laser Treatment. Because I have hypersensitivity to medication and anything I put on my skin, I thought that this would be ideal for me.There is not enough space to explain everything that followed so I am going to bullet point it.Important information not explained and extra charges not mentioned when appointment was made.Podiatrist contradicted Patient Information Sheet.Podiatrist failed to relay key information regarding treatment of foot fungus. Second debridement (powered nail filing) was barely 5 minutes for a charge of $50.Two months after the sessions began, I was asked to sign an authorization form (responsibility waiver) because "they forgot about it".If I had read this before hand, I would not have tried this at all and saved the money.Podiatrist said during last session that they would do a follow up appointment in three ********* call from office to arrange appointment. By January, I was convinced that the treatment was bogus. Since the last session, on October 3rd, 2023, I have had a great deal of anxiety over this. I have an elderly parent who is in poor health that I am caring for and nothing comes easy for me. I've nearly lost my mind deciding whether to do this. The treatment did not work. It's just colored lights going around in a circle. Looking back, I feel that I was taken advantage of. I think that the fact that they didn't call me for a follow up to see if the treatment worked says a lot.I called the office on August 7th to ask for a refund. I spoke to office manager ****** who was rude and unprofessional. She constantly interrupted me, pretty much called me a liar without actually saying it.$975 later and there's no difference.

  Business Response

  Date: 10/09/2024

  Podiatry practice is not covered by BC Medical it is considered a private practice.  Podiatrists specialize in the treatment of the foot and ankle and are registered with the College of Physicians and Surgeons of BC. All patients are advised of fees and services when they call to make an appointment.  Cold laser treatment is *** and ************* approved. The Podiatrist would have discussed in detail the recommended treatment plan, costs and follow up guidelines with the patient prior to starting treatment.  Many of our patients dont know what their plans are 4-8 weeks in advance after their last appointment, so patients are encouraged to call the office to make the follow up appointment at their convenience.Patients are never advised we will call them. When the patient called looking for a refund, the Office Manager, which is myself offered the patient a no charge visit so the Podiatrist could have a look at the current condition of their toenails. The patient refused this option and insisted they receive a refund. I apologize if the patient felt I was rude or unprofessional. I was direct with my conversation so there was no misunderstanding between the patient and myself.  The offer stands, the patient can make an appointment with our Podiatrist at no charge to assess the condition of their toenails. The request for a refund is denied.  

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22229873
  
  I am rejecting this response because:
  

  I was not told of any additional charges on the day the appointment was made. If I had been informed of the "strongly recommended  Ultrex Sani Shoe UV sanitizer for $150", I would not have made an appointment. I was told that the company does not take cultures but there it is on their website. I was given an authorization form to sign two months after treatment began. If I had given this form to sign beforehand, I would not have gone forward with the treatment. Also, I was not offered a follow up when I spoke to office manager ****** at the beginning of August and I have a recording of the call to prove it. Island Foot Clinics are not transparent and the question is, do they do this with all the clients who undertake Lunula Cold Laser Treatment? Is this how you treat everyone,  ******? The opinion of my family is that there should be an investigation into Island Foot Clinics regarding the Lunula treatment. 

  Sincerely,
  
  ***** Klypak