Complaints

This profile includes complaints for Nava Health and Vitality Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nava Health and Vitality Center

  9755 Patuxent Woods Dr STE 100 Columbia, MD 21046-2288

• 

  Nava Health and Vitality Center

  5 Wisconsin Circle Chevy Chase, MD 20815

• 

  Nava Health and Vitality Center

  1800 M St NW Washington, DC 20036-5802

• 

  Nava Health and Vitality Center

  8880 McGaw Rd STE B Columbia, MD 21045-4713

• 

  Nava Health and Vitality Center

  11568 Old Georgetown Rd North Bethesda, MD 20852-2789

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:07/31/2024

  Type:Service or Repair 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.

  We have not been able to obtain any itemized statements for the care of our daughter while she utilized **** Health and Vitality services. We had to pay out of pocket for all services renedered and when we attempted to get the statement for the dates of service, they refused to relinquish those bills to us.

  Business Response

  Date: 08/01/2024

  Ms. *****, 

  We appreciate the opportunity to directly address your complaints.  A client services manager will be contacting you shortly to learn more about the issues you have experienced.

  Thank you, 

• Initial Complaint

  Date:07/08/2024

  Type:Billing 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.

  I contacted Nava Health based on a friend referral. After my initial screenings I was sold a program and products (to which I agreed to). One of the offerings was a monthly subscription that included reimbursement for billing. I have credits from June and July $99 each. I contacted them on June 25, 2025 to use my credit towards the charges I knew I was approaching (because I had not received my first invoice from services on May 6 and May 15, 2024. At that time, I was informed I would receive a bill from ******* and they could not use the credit towards that bill. That made sense to me, despite feeling bamboozled by being told I could use the credit towards my bill. My MAJOR ISSUE is on July 1, 2024, my credit card was charged 138.20 and on July 4, 2024, I was charged 102.28. I also referred a friend and should receive an $100 referral credit.
  
  When I called on July 8, 2024, I was told I could not use the credit because I used my insurance (which did not make sense to me at all). The call was escalated, and I was informed I could not use the credit because the appointment was in May. I told them, you do not even offer programs until AFTER you complete your initial screenings and bloodwork, so they are not being honest when they market the subscription. When I asked how could I use the credit I was told when they bill was generated I did not have a credit. I informed them that they could not know how much I owed until AFTER my insurance was billed so it would only make sense the credit could not be used until AFTER you receive payment from the insurance. She agreed.
  
  I asked WHY would I be charged in July for things they knowingly are aware I had credit for. I asked for my account to be adjusted to reflect the credit and they stated they would not. I asked for my credit card to be taken off the account and not to be charged because at this point they are stealing my money.
  
  I want my credits to be charged to my account. This company is a fraud.

  Business Response

  Date: 07/10/2024

  Thank you, Ms. ******, for bringing us this complaint. We see all feedback as an opportunity to both learn and improve. We have escalated your complaint to the client services team and, you should expect to be contacted promptly by a Nava team member. 

• Initial Complaint

  Date:06/10/2024

  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.

  I reached out to Nova with a question. Based on a telephone conversation, I determined that their services will not be a good fit for me. I thanked the Nova representative and indicated that I am not interested in using their company.
  Despite the request to stop contacting me, Nova keeps calling me and leaving me voice messages every two days.
  This is spam and harassment, and I want it to stop.

  Business Response

  Date: 06/10/2024

  Thank you, *****, for taking the time to share your concerns. We have escalated the issue and will make sure that you are removed from further outreach efforts. 

• Initial Complaint

  Date:01/19/2024

  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've been a customer of NAVA for nearly 3 years. Everything was going relatively well until recently when they started retroactively running my visits through my insurance ON TOP of the not-inexpensive cash-based fees I already paid for services, including a monthly membership fee. Between 11/9 and 12/22, I was unexpectedly charged nearly $500 for past appointments, dating back to July. I initially called on 12/22 to gain an understanding of why. I was assured by a manager that I would receive a call back after she investigated the matter. It's now 1/18, and I've yet to have that follow-up conversation. I have called four more times since then to seek an explanation for the extra charges, and I haven't been connected with a manager, and the manager hasn't called me back when I've been assured she would. I've even asked to speak to a different manager, but that also led to nothing. I haven't yet heard from anyone, and I find this to be completely inappropriate and unacceptable.

  Customer Answer

  Date: 01/19/2024

  I am now being well taken care of by the business. 

  Business Response

  Date: 01/19/2024

  Dear Ms. *****,
  
  We're very sorry to read about your recent experience with unexpected charges and the lack of follow-up regarding your concerns. We understand your frustration and appreciate you bringing this matter to our attention.
  
  We've investigated this issue thoroughly and, as previously discussed, have identified and corrected the error in retroactive insurance billing. All additional charges stemming from past appointments dating back to July have been reversed, and your account balance now reflects the accurate amount based on your original service agreements.
  
  We sincerely apologize for the inconvenience and confusion this caused. We take your feedback very seriously and are committed to improving our communication and transparency. We understand that the wait for follow-up calls was unacceptable, and we're taking steps to ensure more timely and consistent communication with our customers moving forward.
  
  We value your relationship with NAVA and hope you reconsider your BBB complaint. We're dedicated to providing excellent service and would happily discuss this further with you or address any remaining concerns. 
  
  
  Sincerely,
  The NAVA Team

  Customer Answer

  Date: 01/19/2024

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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.

  My name is *** ******* ****. A fraudulent charge was made on my credit card account for 1.00. Per my conversation my card shouldn't have been charged unless I canceled the appointment within 24 hours. My appointment was scheduled for 12:00 p.m. 12/06/2023. I am writing this missive to cancel my appointment because of fraud. The current time is 9:30 p.m. I will contact ********* **** ****** and The BBB and will take whatever action necessary. I have alerted ******** *******. I called the 24-hour hotline and left a cancellation message at 9:30 p.m. If this matter is not corrected, I will move forward thank you!
  
  
  *** ******* ****

  Business Response

  Date: 12/08/2023

  Mr. ****, 

  Thank you for offering Nava Health with the opportunity to address your complaint. We have escalated your BBB report internally to our client services team and, one of our representatives will be reaching out directly to learn more with a goal to resolve your issues. 

  Regards,

  Nava Client Services

• Initial Complaint

  Date:06/09/2023

  Type:Billing 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.

  I am writing to report **** Health Center for engaging in deceptive advertising and predatory sales practices. On 3/2/23, I had my initial consultation, which was supposed to be free. However, my insurance company was charged $403.44, with my responsibility being $30. During the consultation, I was encouraged to sign up for the **************** Preferred membership, which promised numerous benefits such as two integrative therapies each month, double rewards on client referrals, waived annual concierge fee, and a 10% discount on **** nutraceuticals and supplements with free shipping.Upon speaking with the billing representative, I was informed that I had to pay the annual membership fee in order to qualify for the necessary codes for my FSA payment. Reluctantly, I agreed to the annual fee, and my FSA card was charged a total of $1,580.74. I scheduled two integrative therapies per month, believing they would be covered under my annual membership. However, I later discovered that *** was not only charging my insurance company for each therapy visit, but they were also charging my FSA card. I was completely unaware of these additional charges, as I never received any receipts in my membership portal or at the time of my visits. This resulted in me being charged triple for their services without my knowledge.On 5/30, my *** provider contacted me, requesting reimbursement for the total cost of my initial visit because the provided codes were not eligible for *** coverage. The codes only covered approximately $500 of the total charges. It was at this point that I began investigating all the charges from my insurance company and ****** date, *** has billed my insurance a total of $9,846.59, with my responsibility of $771.29. I have 9 *** claims no receipts. I requestedasupervisor call me back no response since my call on 5/30. They have all my receipts request but I have not received any response from **** or the billing department.

  Business Response

  Date: 06/16/2023

  Ms. ********************* have received your complaint and escalated it to our client services team. We will contact you to learn more about your experience and address your specific objections to resolve the issue. We appreciate the opportunity to learn and improve and manage your issue directly. 

• Initial Complaint

  Date:03/31/2023

  Type:Billing 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.

  I called Nava Health to inquire about services. I was told I would have an initial 20 consultation which would be billed to my insurance carrier and I would owe my copay. I also agreed to blood lab work and made an appointment. Prior to the consultation, 4 appointments were set up for me that I did not request nor authorize. I did however have the initial consultation. During this consultation, the Nurse told me I had agreed to a brain scan. I never agreed to any brain scan and told the nurse I planned to cancel all services as I did not believe the information provided was complete and the financial expectations were not communicated initially or during the intake (both persons said the other person would elaborate). So today, I see a charge on my credit card for $179.80 which they said was my responsibility after putting in a claim for over $400.00 dollars to my insurance company. My issues are three fold: I only agreed to the initial consult because the issue of a brain scan service was not disclosed; I was told by one person (initial contact) that I would only owe a copay ($20.00) and thirdly, the nurse told me due to the reason for me cancelling (i.e. not being provided brain scan info or financial obligation), I would not be charged for the zoom appointment which lasted less than 20 minutes as the nurse was late to the call.
  I believe NAVA HEALTH is intentionally withholding financial obligation information and what type of services will be billed. I believe this is a sales skim where the snowball is rolling down the mountain adding hundreds and thousands of dollars along the way.
  I simply want my money back, $179.08. I also ask that NAVA HEALTH be flagged for unethical business practices where money means more than patients. This is a medical provider and I have never heard of any medical facility doing this. I am outraged. I spoke with the GM, Brock, with no success. The call was on 3.29.23.

  Business Response

  Date: 04/07/2023

  Ms. *****,
  

  We want to thank you for reaching out and allowing Nava to address
  your concerns directly. We are committed to delivering value to our clients
  through our healthcare services and the Nava client experience. We understand that a Nava client representative has reached out to
  speak with you about your BBB complaint.

  Before that call, we performed due
  diligence, listening to your initial call to schedule to ascertain if there was
  a missed opportunity or a mistake by our team that led to your negative experience
  and allegations of unethical business practices. The result of the call review confirmed that there was no lack of
  communication or miscommunication by the Nava Health Coach you spoke with. All
  appointments were duly explained, including the brain scan that you mentioned. 

  Unfortunately, in our most recent effort to work through this with you, the Nava client representative could not fully work
  through a resolution with you, as you chose to end the call by hanging up
  mid-conversation. However, we remain available for another call to determine
  how to address your complaint best.

  Best Regards,

  Nava Health

• Initial Complaint

  Date:02/16/2023

  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.

  I cancelled my membership with NAVA in March of 2022. NAVA has been charging my credit card $89 monthly, notwithstanding my cancellation and without my permission. As of today, that have overcharged my credit card ending in **** approximately $1,000. I have called NAVA several times to try and address this issue with no resolution. No one at NAVA has called me back/followed up. I have asked several times for an email address for the business/billing manager, but all my requests have been ignored. NAVA is in violation of several consumer protection laws as a result of their illegal auto-renewal/auto-billing of my credit card. I intend to further raise this issue with the medical board as well as the Federal Trade Commission.

  Business Response

  Date: 02/17/2023

  We have connected with Ms. *******o and, issued her a full refund. She was satisfied with the resolution and should remove her BBB complaint. 

   

   

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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.

  There is no way to cancel / remove my credit card from their site. They keep charging me, regardless of actions I take to cancel

  Business Response

  Date: 02/24/2023

  Hi ******,

  We are trying to find you in our system currently and, will be contacting you to resolve your issues directly. Please be on the lookout for a call from Nava client services. 

  Kind regards,

   

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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.

  On the **** website, and during my first and 2nd call to ****, I was told that my first appointment (consultation) would be free, I scheduled that appointment and several subsequent appointments. I called back to check the cost of the labwork and to ask for a new account registration link because by the time I tried to set up my account that link had expired.During the course of the conversation ***, (who was terribly rude, constantly talking over me) when called on 12/5/22 around 11:10 a.m. ET, told me that I will be charged for the first appointment. I told her I wanted ALL appointments associated with my name canceled as I am getting conflicting information from **** about charges, etc. Ama did not cancel the appointments as I requested. I called back, sat on hold, and was hung up on. The first appointment is scheduled for 12/9. I want that and all subsequent appointments canceled. **** has my credit card information and I want to ensure I do not accrue charges by not meeting the cancellation policy requirements.

  Business Response

  Date: 01/30/2023

  We have attempted to contact this prospective client three times, and she has yet to answer or return our calls. We did listen to the phone call in question and, based on that recording, cannot corroborate the prospective client's claims that the representative, *** was in any way rude. The recording demonstrated the opposite experience. We have still provided feedback to the representative to ensure that **** standards in client communications are upheld regardless of the circumstances. We stand by our process and the efforts to communicate with the prospective client about how the **** Health onboarding process works. We continue to outreach to try and provide additional information and context for the prospective client. Please not that the prospective client was never charged for anything. 

  Customer Answer

  Date: 02/06/2023

   
  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,
  
  *************************