Complaints

This profile includes complaints for The Aspen Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Aspen Clinic has 9 locations, listed below.

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  The Aspen Clinic

  11445 Coursey Boulevard, Suite L Baton Rouge, LA 70816

• 

  The Aspen Clinic

  16171 State Bank Drive Prairieville, LA 70769

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  The Aspen Clinic

  330 Falconer Drive Covington, LA 70433

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  The Aspen Clinic

  3501 Severn Ave,Suite 23 Metairie, LA 70002

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  The Aspen Clinic

  1100 CM Fagan Drive, Suite 102 Hammond, LA 70403

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:01/25/2024

  Type:Billing 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.

  I received services on Aug. 5th, 2023, but received an email statingmy account was marked as a “no show” for the appt (attached) and a $25 no show/cancellation fee would be charged.
  
  The next appointment was scheduled for Sept. 2nd @ 10:30. According to phone records from my provider (attached), I called the clinic on September 1 @ 9:30 to cancel the appointment.
  
  I revisited the clinic on Dec. 16th. Before leaving, I noticed that I had been charged an additional $125. When asked about it, I was told that it was because I didn’t show up to my Aug. 5th appt. After checking, the employee confirmed that I had been seen on the Aug. 5th so it was error, but the manager had to correct it. ******, the manager, "determines" that the fee was for not giving 24-hour notice for cancelling the Sept. 2nd appt.
  
  At my next appointment on January 6th, I provided phone records (attached) showing that I had given 24-hour notice. On 1/15/24 ******* returns my call and says the cancellations are time stamped. Therefore despite phone records showing that I had called, the charge would stand. I asked for the next person in line, but was told they can't give out numbers/information.
  
  I emailed the address listed in the company's Instagram bio about the situation. I received a response with a screenshot of their software's timestamp. I sent a follow up email with clarification questions and have yet to receive a response.
  
  This whole issue is stemming from my account being inaccurately marked as a “no show” on August 5th (as evidenced from the attached “no-show” email on August 5th). I feel the cancellation of the Sept. 2nd appt is being used as an attempt to justify the charge. My issue with their claim is that phone records are more accurate than data that is dependent on a human entering it. Phones records verify the time a call is received/made. The company's timestamp only verifies when the information was entered not necessarily the call was made.

  Business Response

  Date: 02/26/2024

  To whom this may concern, this complaint was addressed with the patient in January 2024. Please see correspondence between the Aspen Clinic and the patient in the attachments.

  The patient was appropriately charged a $25 cancellation fee attached to her $100 doctor visit - there was no overcharge of $125. In addition to our no refund policy, there was no incorrect charge accrued to the patient's account so a refund is not an option in this particular case. We are always willing to correct mistakes make on our end, but there was no overcharge or mistake made in this case despite what the patient is alleging. 

  Our cancellation policy has been in effect since 2011 and we use our EMR system for documentation and record keeping as we cannot rely on outside phone records or other documentation because there is no way to trust the accuracy of outside sources. Please contact us if further information is needed. 

  Customer Answer

  Date: 02/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21195301, and find that this resolution is satisfactory to me.
  

  I was under the impression that I was charged $125 for the "missed" appoinIment.  For that reason in my followup email on 1/17, I asked "Is the cancellation fee $25 or is it $25 plus the doctor visit for the missed appointment."  The email was never responded to which prompted me to get answers through BBB.  I have reviewed the invoice and see that the charge was only the $25.  Although I still don't agree with the $25 charge, that's too nominal to worry about. The coupon code used essentially offsets the charge.  I feel it's unreasonable that an "outside" source as phone records are not considered by the company when they would be admissible in court as reliable evidence.  The reporting system is flawed and there's a sense of indifference from the company.  This could have been resolved if my email with clarifying questions had been responded to with the invoice document provided here.  It shouldn't take an outside resource to be "heard" through the " ...it's been our policy since 2011" rhetoric.

  I hold firm to the "allegation" that I was overcharged, but the complaint is resolved.
  
  
  
  Sincerely,
  
  
  
  ****** *********