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Business Profile

Direct Primary Care

Redefine Healthcare

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/01/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    I was charged multiple times by a subscription based healthcare facility after being told I would not be charged until services and consultations started. I was then hassled about a refund, for which I'm still trying to get. They are claiming policies on refunds that exist no where on the website, nor on the documents I signed.

    Business Response

    Date: 02/01/2023

    *** **** registered as a patient with our clinic on 12/28/2028.  During the registration process *** **** is asked to choose a date for his membership fee to be charged. He chose to be charged on the first of the month which was charged to his credit card on January 1st. We contacted him on the day he registered to schedule his first patient visit.  He complained about being charged before he was seen so at this time we refunded him the amount of 79$. See attached proof. We made multiple attempts to schedule this patient for his appointment but the patient was unable to be contacted. On February 1st this patient was charged again for his membership.  He again asked for a refund stating he asked to be removed from our service, which the patient never voiced. We keep complete record of all patient communication in patient files. He was refunded again the amount of 54$.  Which was his 79$ monthly fee less our standard charge for a patient consultation fee.  The patient asked to be refunded the additional 25$ today.  Prior to this being done the patient lodged this complaint.  The 25$ refund had been done prior to receiving this complaint. We didn't do it fast enough for his satisfaction.  Attached here are also the terms of service agreement the patient agreed to as part of the registration process. It clearly lists our operating procedures. 

Redefine Healthcare is NOT a BBB Accredited Business.

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