Complaints

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:09/28/2023

  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.

  On Aug. 7th, I had an appointment with *** ***** to see if he could help me with my neuropathy (burning, itching of lower legs). He explained procedure but accepts no insurance and payment of $750.00 before treatment begins. I have had treatment to my legs before with no reactions.
  On Aug. 9th, I had a laser treatment. I had a reaction to the treatment and reported to the technician. She cut the dosage on the Aug. 9th treatment. I had another reaction (digestive upset, burning, itching of legs, arms, eyes). On Aug. 14th, the treatment was cut down as far as she could. Severe reaction. I reported this to her and told her I could not continue treatment. She would talk to *** *****. This treatment is 3 times per week for 4 weeks - total of 12 treatments.
  He wanted ten days - called me and said there is no history of someone not tolerating treatment. I requested a refund for the nine treatments. I cannot do $525. He has refused - I have not contacted the office since talking to him some four weeks ago.
  I hope you can look into this so it does not happen to someone else.
  My medical treatment has always been treatment, pay the bill.

  Business Response

  Date: 10/04/2023

  I have attached a letter for my response to this complaint.

  October 4, 2023
  
  ---- ** **** ****** ****
  
  Better Business Bureau
  
  211 N. Broadway, Suite 2060 St. Louis, MO 63102
  
  RE: Complaint regarding Ruth Rawson Complaint ID: 20668318
  
  To Whom It May Concern,
  
  I am writing to dispute the facts regarding my former patient, **** *******
  
  The patient entered my office on July 10, 2023, to have a complimentary consultation regarding cold laser therapy. She went over her health history with me, and after hearing her complaints, I told her that she was NOT a good candidate to start the therapy. I informed her that peripheral neuropathy is the hardest thing to treat, and after hearing her symptoms and the duration of her condition, I told her it probably would not work. She insisted on starting the care anyway. She asked me if she would get any worse and I responded with "the laser therapy has no known side effects." I informed her that the laser therapy is not covered by insurance with a cost of $700 for 12 treatments to be paid in advance up front. She wanted to proceed with care which was against my advice.
  
  The patient had a total of 4 visits: 8/7 /23, 8/9/23, 8/11/23 and 8/14/23.
  
  The patient informed me on her second visit that she was experiencing digestive problems, eye issues and itching of the arms and legs. I met with her after hearing this and told her that the laser therapy has no known side effects. I also told her that I have had this laser for over 6 years and have treated hundreds of patients with not one patient complaining of these side effects. The side effects that she was telling me did not even coincide with the area that I was treating.
  
  I told her to continue the treatment based on the fact that she had only had one visit and that her chronic condition takes more time to see results, if any at all. I also had my laser technician adjust the settings after the 2nd visit.
  
  After the 3rd visit, I got a call from her stating that she did not want to continue the care. I called her back and told her to be patient and reassured her that these side effects were not the result of the treatments. She then came in for her 4th visit and stopped treatments thereafter.
  
  After stopping care, she called the office and demanded a refund. I immediately called her back and told her that she did not follow through with the entire treatment plan and that I would take her refund under "advisement" to see how we could proceed.
  
  After looking at all the facts, it is my opinion that the patient wanted to try the therapy even though it was against my medical advice. After realizing that this would not work, she "developed symptoms" that were not consistent with peripheral neuropathy and demanded a refund.
  
  She was informed at the very beginning: 1) that this therapy was unlikely to work for her condition 2) 12 visits were a non-covered procedure at $700 to be paid in full up front and 3) there are no known side effects of the laser treatment.
  
  I have been a chiropractor for 25 years. I am a 4th generation chiropractor with my family starting the business in 1915. I take this complaint VERY seriously. I am well known in this area and have an outstanding reputation with the community. It infuriates me that a person brings up these complaints to the BBB when she was explained everything CLEARLY on her first visit.
  
  After considering the facts, I do not feel that I owe the patient a refund.
  
  Sincerely,
  
  ** **** ****** ***