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:05/30/2024

  Type:Order 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.

  Joined Joint Chiropratic Melrose Park Feb 11 2024 $118.00 for sciatic nerve pain. Initial treatment went well and was advised I would need recurring sessions. I was offered a monthly package of 4 sessions at $79.99 a month with a minimum 2 mth commitment. I fully understood the process and signed up. By March 2024 I was not feeling better and found my insurance would cover a different approach so I went in to cancel in March 10 prior to my billing date but advised I had to wait to cancel after the 2nd payment was collected. However I could complete the cancelation form and it would be processed after payment cleared. I agreed and assumed I was done with the process. I never thought of it again and no payment was collected in March, but in April a payment $79.99 was processed that I did not notice followed by a payment in May $79.99. I visted the same location and spoke to the same person ****** at the front desk that took my cancelation request only to be told, she was waiting on me to advise her that the payment had processed and that I still wanted to cancel. She also advised she clearly saw her own notes on my profile advising I wanted to cancel but somehow I failed to Inform The Joint Chiropratic of my intention to cancel. I am not sure what else I could have done short of processing my own cancelation. She also noted she could not locate the document she had me sign in March that she was to process once my payment cleared. She then proceeded to ask me to sign a new cancelation form with today's date so I would have no recourse when disputing the charges of course. When I requested contacted information for the owner as this is a franchise she refused and only provided a generic email. Also at no point was she willing to backdate or refund the 3rd payment that was not authorized and as of the time I left the location my account was still not cancelled. There was no admission of error or even a sense of care from this employee that represents this business.

  

  Business Response

  Date: 06/09/2024

  Hi - I contacted this patient directly and we resolved the issue - she removed her negative social media review. 

   

  Customer Answer

  Date: 06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************