Complaints

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• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  charged me over 2,000 for medication that is covered by my insurance. She did not help me in any way whatsoever with any health issues or blood work.

  Business Response

  Date: 03/23/2024

  On 12/26/2023 the client had a comprehensive 90-minute
  consultation with our medical doctor that included a thorough review of her
  medical history and bloodwork as well as creation of a detailed treatment plan.
  Client’s credit card was charged $595 for the consultation. 
  
  At the end of the consultation, the client chose to
  sign up for our 3-month Wellness program that includes consultations,
  medication, health coach sessions and a nutritional program. The details and
  terms of the program were explained to her. She understood that the 3-month
  Wellness Program was only offered as a single all-included package, that all
  its components including the medication were not separable, and that the
  program was non-refundable and not covered by medical insurance. The client
  agreed to all the terms, signed a consent form, and her credit card was charged
  $1399 for the cost of the program.
  
  On 01/08/2024 the client contacted our office stating
  she did not believe she would have enough medication for the entire program and
  required more medication. She indicated she had not used up the medication that
  was provided. We explained to the client that we supplied enough medication to
  cover the entire program and if it was taken as indicated, it would cover the
  entire length of the program. 
  
  Because the client’s attitude toward our staff was
  becoming increasingly hostile, belligerent, and threatening, we offered her a
  refund despite the no-refund terms of the program she agreed to. 
  
  We explained to the client that she could receive a
  full refund upon the return of the unused portion of the medication because it
  could only be taken under the supervision of a clinician. In addition, we
  incurred significant expenses supplying the medication. The client refused to
  cancel the program and return the medication for a refund and stated that she
  was going to continue taking it. 
  
  On 01/11/2024 the client filed a dispute with her
  credit card requesting reversal of charges for both the initial consultation
  and the 3-month Wellness Program. We, however, continued to provide services to
  the client under the Wellness Program to the best extent possible despite her
  being uncooperative.
  
  On 01/25/2024 the client reported to us that she felt
  great and now understood that the vial with medication contained more than she
  initially thought. She stated she was now happy with the results.
  
  Nevertheless, her attitude remained increasingly
  hostile, belligerent, and threatening, and we had to terminate our services out
  of concern for the safety of our staff. Examples of communication from the
  client illustrating the belligerent attitude are documented and can be
  provided. 
  
  As a result, on 03/15/2024 the client was discharged
  from the practice for belligerent attitude, broken trust, and inability to
  achieve and maintain a rapport. A letter to that effect was mailed on
  03/15/2024. 
  
  Summary:
  
  The client is not eligible for a refund for the
  following reasons:
  
  - The $595 medical consultation fee was billed
  appropriately, and the service was provided in full. The cost of the
  consultation was communicated upfront to the client, and no money back
  guarantee was ever offered for the consultation.
  - The $1399 program fee was billed appropriately. We
  made a bona fide effort to provide all the services under the Wellness
  Program. Although the program is non-refundable, we offered a refund early
  on that the client declined. In addition, the client chose to continue
  taking the medication that we provided at a significant cost to us and
  using our services under the Wellness Program until we had to discharge
  the client out of concern for the safety of our staff.  
  - The client is already disputing credit card charges.
  The case is currently under bank review.
  - In medicine results are not guaranteed. We made every
  effort in good faith to provide all the services under the Program.