Complaints

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• Initial Complaint

  Date:05/01/2024

  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.

  July 6 2023 I took my 81 year old Mother, *************************** to QC Kinetix in Winter Park, **. We were immediately brought back and processed through about 4 different people. No x rays were requested. Not exam was completed. The focus was to make the sale and get the signatures to start the process. Being a daughter to a wonderful mother it's been very emotional watching her suffer in pain. I hastily agreed to sign documents for a loan to complete the 5 step process. ($8000). QC Kinetix was paid immediately the entire price of $8000 via loan (Security First/Proceed Finance). After two plasma therapy treatments my mother determined she could not and would not continue. Since then I have spoken (via email) to the office manager and was told that they would reduce amount owed to $4000 which I disputed because plasma therapy is $350 to $700 typically. So at most I should owe $2000 (over estimated). I posted a complaint on social media and the owner ******************* called me personally and said there would be absolutely no reduction in price or refund. He went as far as saying the person that agree to lower the amount owed to $4000 was let go and no longer works for their establishment. His only consolation was to restart the treatments. This is not an option due to my mothers decision. Proceed finance has noted a request for refund almost one month ago. There has been no response from QC Kinetix. At one point the office blocked my email correspondence. In the meantime my credit score has been greatly impacted. I would think that an office with such widespread commercial advertising and supposed success stories would immediately handle a situation such as mine. I cannot fathom being held accountable for $8000 with services not even rendered. Please help!

  Business Response

  Date: 05/14/2024

  Hi there.

  The patient is actually *****************************. Her daughter is ******************************* who is filing complaint.

  ******************** set up her mother's initial free consultation with us on 7/6/23. Her and her mother were both present at our new patient consultation. I spoke with them first regarding our protocol and how it works. She was then seen by our nurse practitioner who did a physical assessment, review her medical history and see if she was a candidate for our treatment. She was a candidate for our 5 step protocol. She signed consents. The consents do say that there are no guarantees our treatment will work on everyone. We have a 90% success rate and that is shared in our initial consultation. Our consents also say 'no refunds" so she was aware of that as well. They paid $8000 for our treatment because they agreed to all of our consents, protocol and treatment plan. Her mother received her first treatment that same day which is plasma. She came back 2 weeks later on 7/24/23 for her second step, called A2M. She had her 3rd appointment set up for 9/7/23 for her bone marrow aspiration and cancelled the appointment. We reached out to reschedule and were told she would no longer continue our treatment. All 5 injections are necessary for success/relief of joint pain. She was unwilling to finish the last 3 appointments. She reached out a couple times and asked for a refund which I reminded her we do not have, however, we can complete her mother's treatment. We would not take her as a patient if we didn't feel she would have success. She was unwilling to try. Our owner, *******************, called her on 2/5/24, after another email compliant, and she stated "I don't want a refund, I want my mom to feel better", per our owner. We never heard back to get her mom back on our schedule. We are open to continue treating her mother so that she completes all 5 steps of her protocol. We cannot offer a refund, but again, we will treat her mother as intended.  I will attach her signed protocol and consents as evidence. Please let me know if they did not attach correctly. Please let me know if there is anything you need further from me. Thank you.