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:12/25/2022

  Type:Product 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 paid ***** $4,500.00 for 36 treatments for my wife with the understanding that we could cancel at anytime should my wife be uncomfortable with the procedure. I was convinced the owner would pro rate our refund and foolishly took her at her word without any written confirmation. We were under the impression that the sessions cost $125,00. Turns out she only refunded us ******** for the ten visits my wife took and requested a more equitable refund instead of this ridiculous amount our efforts to settle fairly were to no avail. Subsequent to our desire fit a refund she returned $1,500,00 to us and a bloated ******************* which was nothing like the original understanding where she assured me of a prorated refund. My wife did not like these treatments and would never have gotten involved at such a hefty cost. The company misrepresented their refund policy to us and we feel cheated, taken advantage of because we are elderly and ailing and mistakenly received no information in writing on her expensive cancellation policy. Thank you for taking an interest.

  Business Response

  Date: 01/12/2023

  The customer paid $4,500 for a 4 month Comprehensive Treatment Plan, to include up to 2 - 4 different treatments/therapies per visit, with multiple visits per week. A la cart we charge $200 per treatment or therapy.
  
  This customer asked for a refund, and was given a pro-rated refund. After the customer used 22 treatments over the course of 10 visits valued at $200 per treatment, (as well as this plan included pain relief topicals given, valued at $200 worth of product that was dispensed for home care), the customer had used $4,400 worth of their $4,500 Treatment Plan.
  
  The owner refunded the customer more than what was owed, and the customer received a refund of $1,500 back.
  
  It is worth noting, some conditions require a much more aggressive treatment plan, which is why we use a Comprehensive Treatment Plan for some of our patients, to cap costs for our patients. Even if a patient needed to come more frequently per week than initially advised, we do not charge anything else outside of the agreed treatment plan. It's the combination of therapies and treatments we use that we credit our over 85% success rate in treating this specific condition. This specific treatment plan was recommended to this customer based on their medical history, and assessment of the severity of their condition.
  
  It is also worth noting that 90% of our practice are senior citizens, and we have over 100 Five Star Reviews on ******* This is our last response and our final decision.
  

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Never had a written contract and was verbally assured at the time of my advanced payment that a prorated refund would be forthcoming at cancellation. Doctors agreed that treatment should be stopped since it was not helpful. Her charges are bloated and bogus. Would never had agreed to pay this exorbitant sum for only ten sessions. My bad that I took her at her word. Can I *** in small claims court. Even her web page does not mention penalty withdrawal. Charged advertised on line are tantamount to false or misrepresentation advertising. I seek an equitable and fair return on the full sum we paid her. *******************
  

  Customer Answer

  Date: 01/23/2023

  From consumer..
  Our deepest appreciation to the BBB organization for resolving our grievance and the return on an additional $******** for a total refund of $3,000.00 out of the $4,500.00 we initially laid out for 36 session where we terminated these services only after ten treatments --upon our doctors advice that if the session were generating discomfort, they should be stopped. I am both old school and old and the way of doing business with a nod and a handshake isn't contractually meeting of the minds as was back in the day. The ******** it wound up costing us is as close to equitable we could expect but the aggravation and upset to be so taken of isn't reimbursable. But you sure helped to make things right and we wanted to express our gratitude to you for your help. Sincerely, **** and *********************