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:07/10/2024

  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.

  They are a service provider that offers a money back guarantee if it doesn't work. Our child has a problem wetting his bed. They claim to be able to solve that. Their techniques to accomplish their goals are mostly standard, but do include some out of the box type of things. Our child started having negative mental reactions to what we are doing. We had to stop. Instead of working with us and pausing payments and being understanding while we tried to figure it out, they took the opposite approach and kept charging us and told us its not their issue. We consulted with 2 separate medical professionals and they both said they would never allow the techniques to be used and told us to immediately stop. Upon hearing that they said they don't believe that and kept charging us. We tried to resolve with them and they wouldn't help at all. We tried to dispute the charge through our credit card company but they couldn't help because the money back gaurantee in the contract is only valid if you stay with them for 18 months. We couldn't stay with them for any longer as it was actually harming our child's mental state. Happy to provide further documentation if you would like any.

  Business Response

  Date: 08/19/2024

  Lets break down Mr. ******* interesting perspectives. 
  

  1. We offer a money-back guarantee if after all treatment protocols have been followed and implemented by the parents for at least 18 months to allow us sufficient time to address any and all challenges which are preventing a transition from a disordered pattern of sleep to a healthy one.The sleep pattern correction is what will permanently eliminate the Bedwetting. 
  2. We have been successfully treating bedwetting in this way for 50 years, so we are not presenting false claims to the world. We are serving people in need with integrity, which speaks to our longevity. 
  3. Mr. * claims we are responsible for his childs mental challenges. And while we feel for his son, he presented with these mental and emotional challenges at their initial consultation. We often see challenges of this nature ***** after the sleep pattern change we make possible, because now the patients brain and nervous system are receiving what they need through healthy sleep for the first time. 
  4. The resolution Mr. * sought was to consult medical professionals who know nothing about treating Bedwetting because its not a medical condition. Furthermore, the medical doctors he consulted were not provided with any context about why and how we do what we do. So their opinion would be rendered useless. It would have been in Mr. *s best interest to have the medical doctors phone us to educate them on our process, and we would have perhaps made progress.  Moreover, Mr. * asked us to pause treatment and payment for 30 days, yet 30 days is the max we would be able to pause treatment, and his son/our patient was already scheduled to 4 weeks or more of summer camp. We would have to effectively start treatment from the beginning. Additionally, we never pause payments. As reflected in his signed agreement, payments are due in full should he choose to discontinue treatment for ANY reason. 
  5. While Mr. * feels we are responsible for his sons mental decline, and thinks we are insensitive people for denying his demands, we  know he personally was not involved in his sons treatment, his wife wasnt following treatment protocols to the letter, and theres so much we dont know about what they were saying and doing with their son that may factor into his mental deterioration. Mr. * chose to consult doctors who know nothing about who we are and what we do, and, therefore, we informed him that while we feel for their familys predicament, we are abiding to our contractual agreement. 
  6. Mr. *s credit card company declined his chargeback request because they were provided with proof in the form of copious notes about how they didnt follow our protocols. Nothing more. 

  Mr. * didnt like that answer. Thats what it boils down to. Hes doing his best to try to bring harm to our business that is genuinely making a difference for people. We are sorry that it has come to this. 

  Customer Answer

  Date: 08/23/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  Here is what they wrote and my responses

  1. We offer a money-back guarantee if after all treatment protocols have been followed and implemented by the parents for at least 18 months to allow us sufficient time to address any and all challenges which are preventing a transition from a disordered pattern of sleep to a healthy one.The sleep pattern correction is what will permanently eliminate the Bedwetting. 

  - Yes, I didn't stay with the program for 18 months, but I had no choice.  My child started physically fighting us as a direct result of the technique they had us implement.  He had never done it before that.  Can I 100% prove that the technique caused it--of course not, but he never did it before and it started when we did what they told us to do.  It continued while we stayed on the program and i can tell you that a few months later, after we stopped the program, it has completely stopped.  

  
  2. We have been successfully treating bedwetting in this way for 50 years, so we are not presenting false claims to the world. We are serving people in need with integrity, which speaks to our longevity. 

  -congrats on that and i don't doubt that your program has worked for many people.  Just didn't work for us.  No business is perfect.  This has no relevance to our claim. 

  
  3. Mr. * claims we are responsible for his childs mental challenges. And while we feel for his son, he presented with these mental and emotional challenges at their initial consultation. We often see challenges of this nature ***** after the sleep pattern change we make possible, because now the patients brain and nervous system are receiving what they need through healthy sleep for the first time. 

  - Yes he had big feelings and emotionally was not in a great spot, but there were zero physical incidents before we started the program and there were 100% physical incidents that happened immediately when we used their technique.  As mentioned earlier, we can't prove that A caused B, but it would be a likely conclusion. 

  
  4. The resolution Mr. * sought was to consult medical professionals who know nothing about treating Bedwetting because its not a medical condition. Furthermore, the medical doctors he consulted were not provided with any context about why and how we do what we do. So their opinion would be rendered useless. It would have been in Mr. *s best interest to have the medical doctors phone us to educate them on our process, and we would have perhaps made progress.  Moreover, Mr. * asked us to pause treatment and payment for 30 days, yet 30 days is the max we would be able to pause treatment, and his son/our patient was already scheduled to 4 weeks or more of summer camp. We would have to effectively start treatment from the beginning. Additionally, we never pause payments. As reflected in his signed agreement, payments are due in full should he choose to discontinue treatment for ANY reason. 

  -not sure any of this is relevant to the claim.  We tried working with the company and they shut us out with inflexible responses and didn't want to help us.

  
  5. While Mr. * feels we are responsible for his sons mental decline, and thinks we are insensitive people for denying his demands, we  know he personally was not involved in his sons treatment, his wife wasnt following treatment protocols to the letter, and theres so much we dont know about what they were saying and doing with their son that may factor into his mental deterioration. Mr. * chose to consult doctors who know nothing about who we are and what we do, and, therefore, we informed him that while we feel for their familys predicament, we are abiding to our contractual agreement. 

  -this is not true.  i was up every night with my wife.  My son was physical towards me directly in the middle of the night when we woke him up to employ their techniques.  Doctors are medical professionals, with all the credentials to back it up, and they were appalled that the technique would be a part of any treatment, regardless of the background.  That said, that isn't relevant to the claim.  

  
  6. Mr. *s credit card company declined his chargeback request because they were provided with proof in the form of copious notes about how they didnt follow our protocols. Nothing more. 
  Mr. * didnt like that answer. Thats what it boils down to. Hes doing his best to try to bring harm to our business that is genuinely making a difference for people. We are sorry that it has come to this. 

  -credit card company denied because the contract is clear and they are not attorney's nor can they be.  I don't deny the contract states we have to stay with them for 18 months to get their money back guarantee, the other circumstances are the reason I have to reach out to BBB to help.  I have no desire to harm their business.  I run a business and I can point to many examples were I didn't have 100% customer satisfaction and I went over and above to make the customer happy, even if I didn't agree with their thoughts or perception.  If you think your business is perfect and never gets it wrong, you have an unrealistic expectation.  If you think your technique will work on 100% of human beings with no exception, then you have an inflated view of your capabilities.  We tried working with the company and pausing it and they were so inflexible that we were forced to go this path. 

  Its obviously not worth the cost to involve a lawyer but I am still contemplating doing that here out of principal.  I am shocked that they are handling their customer service in this manor. 

  Regards,
  
  *************************

  Business Response

  Date: 08/23/2024

  To Whom It May Concern:

  We here at BTC choose to no longer engage with **************** in a debate. As a company operating with the values of integrity, commitment, and compassion, there is nothing we need to defend, and saying anything more would be redundant. **************** has a different point of view than we do, and his is valid to him. It is not valid or consistent with the facts.
  

  We have been the recipient of displaced blame a handful of times over 50 years in service. This is one of those times. 
  

  We wish the Kattan family all the best. 

  Customer Answer

  Date: 08/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  We can agree to disagree but they are keeping my money even though they offer a money back guarantee.  I hope that is why the BBB exists, to help a consumer when they are not treated correctly. 
  
  Regards,
  
  *************************