Complaints

This profile includes complaints for Lavender Moon Acupuncture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lavender Moon Acupuncture has 2 locations, listed below.

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  Lavender Moon Acupuncture

  1019 Harvin Way STE 110 Rockledge, FL 32955-3286

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  Lavender Moon Acupuncture

  3625 Fodder Dr Rockledge, FL 32955-6039

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:11/01/2022

  Type:Product 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.

  $80 was pulled from my account and no services were rendered. Erin said she would refund the $80 and to date, no refund. Multiple calls, email, text message were made along with multiple voice messages to the Lavender Moon Acupuncture office and directly to Dr H******'s personal phone that she gave me.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Contact Name and Title: H****** S****
  Contact Phone: **********
  Contact Email: ***********************
  Lavender Moon Acupuncture offers a membership option for patients who see us regularly as a way of delivering better service for better value. Most of our patients take advantage of this structure and pay a nominal monthly fee that includes one monthly appointment. This monthly fee is a significant savings compared to the non-member price and membership also includes an even deeper discount on follow-up appointments for patients who need to see us more often.
  
  With the exception of this single patient who chose to write a complaint to the BBB, every member of our practice has been tremendously satisfied with their treatments, service, and the value they receive.
  
  Each member signs a contractual agreement with Lavender Moon covering the conditions of membership and details of how they will be charged monthly. As a part of that written contract, any member may discontinue their membership with 30-days written notice.
  
  When this patient asked to discontinue her membership, she was reminded of the conditions of the contract. She was advised of the date her membership would be discontinued and that she could absolutely take advantage of the treatment included during that time if she chose to. She also could, if she chose or needed to do so, take advantage of all other benefits as long as she was a member.
  
  This patient never expressed any negative opinions of her experience with Lavender Moon. Her only complaint seems to be her responsibility to pay her monthly membership fee.
  
  Despite having signed the membership agreement, this patient aggressively pushed to have her membership cancelled and refunded immediately. As a result, we waived the conditions of the contact she signed and refunded her $80 monthly fee. According to all of our records, this refund was indeed issued to her credit card.
  
  I regularly provide members my personal cell phone number so they can contact me regarding their medical treatment and any medical questions they may have. This establishes a relationship of trust between patient and practitioner, but maintaining that trust is dependent upon the patient treating that personal contact information respectfully. Despite the fact that we already addressed her issue, this patient chose to call my personal cell phone numerous times.
  
  We are never happy to have a patient dissatisfied with any aspect of the Lavender Moon experience, but in this case, we not only responded exactly with this patient's request, but we waived our standard contract terms to do it.
  
  We wish her well and hope she finds the treatment and service she needs in pursuing her good health.
  
  Yours very sincerely,
  Dr. H****** P**** S****
  Lavender Moon Acupuncture
  
  
  Consumer Response /* (3000, 7, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Despite the long dissertation from Dr. H****** who never responded to my many emails and voice messages, the BBB complaint finally resulted in my $80 refund. Thank you BBB for your prompt and reliable service.