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:18/12/2024

  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 paid $128.38 for a test. I was told that I would know the result in 2-3 weeks. I contacted the clinic a month later and was told to see them to know the results. When I visited them, the receptionist who made the appointment didn't have a result and she told me to wait further without providing an apology. I didn't hear anything after a while, and I called her to see which lab she sent the sample to. She did not give me the name of the lab and gave me the wrong lab name. She hung up on me when I asked her name. The other receptionist mocked me, lied and refused to speak to the supervisor. After I complained to the head office, the supervisor confessed that they lost the sample.I came to the clinic to get a refund, but four staff members glared at me, and kept me waiting for a long time although there was no patient when I came to the clinic. Instead of apologizing, the reception snapped at me. Furthermore they charged another $128.38 to my credit card instead of refund.I did not notice the charge right away since they hid the credit card sales receipt under the refund note issued by the clinic. The receptionists and manager looked at a card machine and sales receipt. I believe they charged me again on purpose.When I requested a refund of the charges, they refunded the second unauthorized charge but would not refund the first charge. They demanded my bank account information to register an automatic withdrawal from my bank account, tried to get other credit card details, and offered to send me a check knowing that the significant mailing delays due to the Canada post strike. They told me to choose one of these options and refused to refund the original payment card or e-transfer me. I contacted the credit card company, they said the clinic did not need to ask me for my credit card information and they should be able to refund it to my credit card on their end.I told this to the clinic but have not heard back from them and no refund has been made.

  Business Response

  Date: 29/01/2025

  Hi ******,
  
   
  
  I am writing in response to your letter sent on Jan 3rd regarding complaint ID: ********. We only just received this notification therefore missing the 10 days deadline to respond. Additionally, we did not receive your initial notification and therefore couldnt respond until now.
  
  The client referenced in the complaint received a full refund back to the original mode of payment on Dec 19th, 2024. The complaint should be amended to state it was resolved.
  
   
  
  If you require any more information from us, please let me know.
  
   
  
  Thank you,
  
   
  
  9k= 
  
  ? 
  
  DR. ****** *******, ND (she/her)
  
  DIRECTOR, CLINICAL SERVICES