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:03/02/2023

  Type:Sales and Advertising 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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  First of all, regarding to the billing part, I did not have language barrier at all, so there was not any confusion. The business owner only stated the facts that have been traced as physical evidence, but ignored the facts that can't be, such as verbal conversation.

  Firstly, there was a pricing tag on the desk stating that the intro exam was around $160. I double checked with the owner if that is the price that I am gonna pay and if that's covered by my insurance, and the owner confirmed, but in fact, after I receive the bill, the billing department told me that that price is for those who doesn't have insurance, and for those who have insurance it should be $255. Given the fact that I do have insurance, the owner never told me any thing about a price tag of $255. 

  Secondly, when I signed the paperwork, it only stated the content of intro exam, without the other 2 extra items been added to my bill later, as a non-expert, when I was receiving the other 2 service, I could not be necessarily aware that those will become extra charge. However the owner leveraged the ignorance of customer and added them to the bill. I have my right as a customer to refuse to pay anything that have been implicitly sold to me.

   

  I certify that everything I stated above are truth. The point of reporting to BBB is not only for protecting myself's right but also hoping to provide more insight to other future potential customer, to help protect their right and reduce painful experience proactively. So I don't think my response to BBB was grossly exaggerated, in fact it is necessary. I think the owner has been fluent in terms of the skill of leveraging verbal conversation to seduce the customer to be worry free about potential bill, but turned out to be surprised but would be too late. These facts are very hard to be recorded unless you personal experience, so it is very critical for me to deliver the information to other further customers.

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hongyu

   

   

  Business Response

  Date: 03/02/2023

  Hello, 

  In response to the above complaint:

  My fees associated with care are clearly labeled in the office. The patient had signed paperwork that stated he understood the fees associated with his care. The form he signed clearly stated an evaluation fee, modality fee, extremity fee.  As a courtesy at my office, my staff verifies all insurance benefits and we were told he was covered for chiropractic benefit after the deductible. My staff verifies insurance as a courtesy and is not a guarantee of payment; we encourage our patients to make sure they understand fully their own insurance benefits. All this is in the paperwork he signed, and was stated in office, in addition to signage. 

  This patient has a deductible on his insurance. I have had a discussion with this patient, and encouraged him to speak with my billing department. As it stands today, I have personally spoken to the billing department and am willing to work with him on a payment plan if he desires that. I have not heard back from him until receiving this complaint which I find to be grossly exaggerated. 

  The fee's and codes associated with his visit here are accurate and true. I performed all the services he received. 

  It should be taken into account there is a language barrier here, and this patient did bring with him a translator/girlfriend. I'm not sure if something was lost in that translation, however to my knowledge on his visit, he was clear on the fees associated.

  Please let me know how we can resolve this matter.

   

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