Complaints

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• Initial Complaint

  Date:24/06/2024

  Type:Billing 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.

  This business has allowed my ex wife to use my credit card (that is on file) to make purchases without my consent.
  
  They have kept my credit card information, and when my ex wife purchases supplements from their online store, they allow her to use my credit card without my consent.
  
  This has happened on 1 separate occassions within the last 6 months

  Business Response

  Date: 08/07/2024

  Hello,

  We are incredibly sorry to hear of this complaint and have taken every opportunity to handle this situation directly with the client.
  At our clinic we ensure before any appointment that the client signs a Consent and Intake form that allows Credit Card Authorization for all visit transactions to be processed automatically within 24-48 hrs of the appointment. This includes any supplements being bought by the client as well.

  The system we use here at Luna is called JaneApp, and when using this system any credit card added to the client’s profile is encrypted and it is our booking software that saves it, not us directly.
  The clinic only has access to see the last 4 digits to the Credit Card that clients leave on file. We are unable to see anything else about their credit card information.

  **** *******’s daughter, ****** ******* is a patient here at our clinic and occasionally has separate appointments with each parent. ****** will have visits with her mother, ****** *******, and some visits with her father separately. We will also ship supplements for ****** to their two separate houses. As ******’s parents are divorced, this allows our medical record to keep both **** *******, and ****** *******’s Credit Card on ******’s profile so that our Patient Care Coordinator’s can process the payments to the appropriate card depending on which parent was present during ******’s visit or which house they prefer to send ******’s supplements to. Unfortunately, our Patient Care Coordinator made a human error and processed the payment with the incorrect credit card.
  
  **** ******* emailed us letting us know that we charged his credit card instead of ****** *******’s and we responded promptly apologizing for the mistake on our behalf. We explained to **** that his wife has absolutely no access to his credit card as the Patient Care Coordinators process all the payments and accidentally processed the payment for ******’s visit on June 20th with his credit card.
  We refunded **** right away, sending him photo evidence confirming that the refund was processed. We also explained how our online system keeps credit cards on file (encrypted and hidden) for patients accounts for convenience when they have virtual appointments or, would like supplements shipped to them.
  
  We apologized several times to **** for the mistake and stated in the email that moving forward we will delete all of his credit card information so that this issue does not continue to occur.
  We also stated to **** that when he is present in an appointment with ******, or would like supplement shipped to his home address, we will first confirm with him via email or phone and send him a payment link for him to pay individually for the appointments and supplements when needed.
  
  In the email **** sent us, he asked us how we allow his ex wife, ****** ******* to use his credit card however, we explained to **** that his ex wife has absolutely no access to any of his credit card or personal information as the Patient Care Coordinators are the ones to process payments and accidentally processed the payment with his credit card that we had on file under ******'s account.
  
  This was evidently a human error on our end and speaking with both **** ******* and ****** *******, this seems to be a domestic dispute that has unfortunately come to involve us at the clinic. We believe that now that we have processed the refund, apologized, and implemented additional systems to avoid this mistake happening in the future, the ****er should be settled amongst the ex partners.
  Both our Patient Care Coordinators are are now aware of this issue, and we have rectified the issues by processing a prompt refund. Moving forward, the Patient Care Coordinator’s are aware to contact **** directly if we need any payment taken. We can ensure this issue will not happen again.
  
  Thank you for your kind consideration of the conflict resolution we have implemented. Please let me know if you would like to have a conversation over the phone about this situation or need any further information.
  

  Take care,
  Dr. Laura Nicholas, ND
  Naturopathic Physician & Owner