Complaints

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• Initial Complaint

  Date:07/31/2023

  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.

  Went to QC Kinetix to prevent bilateral shoulder ******************* surgery. My consultation to see if I was a good candidate became a rush to the front desk to apply for Care Credit. I allowed this as **** had told me: "I haven't seen less than 70% improvement." Immediately there was an issue w/ the card & upon reviewing them, I found NO positive reviews for this bank; I informed QC. The phlebotomists were inept, sticking me up 4 times; @ one point they suggested going thru my neck or my groin; NO ONE DOES THIS. I felt some shoulder relief but by the time I was finished w/ "treatment" it was gone. Finding out my xrays and MRI had not been received (well into the process), I expressed concern, repeating to them, I was bone on bone. ***'s response was: "All we need are Drs. notes." and "There's always a little bit of tissue left shots can build on." On my 5th/final visit I expressed my dismay & told **** she can no longer tell patients about a 70% improvement. She admitted they had revamped their protocol & offered me another visit. "That is the least you can do" was my answer." A week later my shoulders got a lot worse. I called w/ my concerns. **** said there may be something else, but she was not specific. I asked for 1/2 my money back. I began emailing the owner, ***, with my concerns saying w/ all I had experienced, the things they didn't do, the things they should have done, I thought that was fair. He held his ground. This is a free standing franchise; there is no "standard" they have to follow; they do not share information w/ other clinics; they do not follow up w/ their clients for very long----they have NO basis for ANY of their claims. When *** refused to compromise, I called ****, telling her I would be there for my "extra" visit. I got an email offering $1500 not to come.

  Business Response

  Date: 08/10/2023

  QC Kinetix is a national franchise.  200 locations in 39 states.  Our providers receive extensive training, and follow a uniform national protocol.  Providers meet monthly to share information w/ other clinics.
  

  HIPPA guidelines prohibit me from discussing the specific treatment of this patient.
  

  What I can say is that this patient was advised that results vary, and that they take time.  Regenerative medicine is a process, and everyone responds differently.   Patient became frustrated, but was encouraged to follow through with her full course of treatment. She chose not to do so, against medical advice.  
  

  Overall 70-80% of patients respond positively to our treatments.  This patient - and all patients - are advised that there are no guarantees in medicine, and at no point did anyone in our office suggest otherwise.  This is outlined in black & white, in the paperwork signed by patient.  After & because patient chose to discontinue treatment & cancel her remaining sessions, our office refunded $1500 to her, the cost of her forgone injections.  Outside of this action, it is not reasonable to expect a medical provider to offer refunds for treatments already rendered.  

  Our team has have remained in frequent communication with patient; I have apologized on multiple occasions for patient's unsatisfactory experience.  It is regrettable that we have not met this patient's very high expectations.

   

  Customer Answer

  Date: 08/11/2023

  QC Kinetix is a free standing franchise w/ no required standards; even ********* requires their franchises to maintain standards. QC Kinetix has no first hand data to support their statements of success.

  By their own words, they indicate this process takes time--at the time I went in they had only been open a year, at most. Who did they follow up with?
  

  NO medical office, let alone an orthopedic facility, would have rushed me toward this treatment, ie: giving 1st injection the first day. I did not find out for weeks they had not received, nor wanted ex-rays and MRIs. Finding this out, I immediately called w/ concern, advising them, again, I was bone on bone in all four joints and PRP shots hadn't helped.  Their response: "there's always a small amount of tissue this treatment can build on.", convincing me to continue.
  

  The first day was supposed to be a consult to see if I was a good candidate; having spoken to other orthopedics, I WAS NOT a good candidate.
  

  My expectations were only as great as they made me believe. **** had told me she had not seen less than 70% improvement, a very different statement than the one they are backpedalling to, that 70% of their clients improve. Neither statement has credibility; they have not been in business long enough to make such statements, having only been open a short time. As it was, my shoulders improved maybe 30%, then got worse, with bicepital tendon flipping in and out of biceptal groove.
  

  QC Kinetix made sure they received ALL monies from the Care Credit ($11,000) up front; I did not have control of this money. I repeatedly called ************** regarding this issue, I was stonewalled w/a call center and wasn't allowed to speak w/ any management, even after sending a letter. I informed QC of this, as well.

  The last appointment they are speaking of was an EXTRA, 6th injection, outside the normal five in their protocol and they had completely revamped their shoulder protocol since I signed up.

  Informing them I would be showing up for the EXTRA, 6th shot (in July), I was offered $1500 NOT to come. *** DID have the option of refunding money (businesses refund money all the time; I, as an MT have done this myself after service has been rendered). I am only asking for $5500 (not the full $11,000). The owner, ***, could have honored that request. When he refused to negotiate is when I informed ********** would take what I could get and would be showing up for a 6th shot in July.

  Our email exchange explains it all. I laid out my experience, my concerns, and listed what a client should expect to get, based on other orthopedic offices.

  What they NEVER addressed was the inadequacy their phlebotomists and the outrageous suggestion by ***** they use my groin or neck veins. They couldn't even hit the vein after using a sonogram on my arm.

  Having spoken to many phlebotomists (I give blood every 90 days), nurses, PAs, NPs, suggesting neck/groin veins to be used was unconscionable.

  Again, the email exchange with *** tells the entire story.

  ***************************
  

   

   

  Customer Answer

  Date: 08/11/2023

  08/11/2023.

  I just contacted two other retired nurses asking if it was ever appropriate to take blood from neck or groin. The answer I got was: "NO" in regards to my situation.

  Emergency, hospital situations ONLY; too many things can go wrong.

  In QC Kinetix it's not only unconscionable, it would be malpractice.