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Business Profile

Physical Therapist

Carter Rehab & Aquatic Center - Tecumseh, MI

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/02/2025

    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.
    As per the directive on the closure letter (Tecumseh location) I emailed Carter billing manager ***** ******** on 2/14/25 requesting a prorated refund for the balance of the fitness membership (my family fitness membership for 10/3/24-10/3/25 was paid in full last year [$320.00]). The closure letter indicated clearly that fitness refunds would be issued.
    On Monday 2/17, I received reply from *** ******** (billing director) indicating that the refunds would be issued all at once, and *** ******** indicated that she would send me a check..
    *** ******** asked the last date I planned to use the gym, and I indicated I would honor the 2/21 date on the letter. The prorated refund dues is for 2/22/25 through 10/3/25.
    I respectfully waited until 3/7/25 to ask about the status of the checks. She stated, on 3/7/25: "I do not have an update and I have a lot to process. Last week the other biller was out sick, so I am pretty far behind. I am hoping to get them (the refunds) submitted to the corporate office in the next 1-2 weeks."
    It has now been 3.5 weeks since that second communication and I have not received a refund. It has now been 46 days since my original refund request.
    I then emailed Operations Director ***** ********* on 3/24/25 and clinic director ****** on 3/27, asking that the refund be issued within 5 business days (by 3/31/25). No response from either.. 46 days is far too long for a refund.
    Due to the failure to issue a refund in 46 days since my original request and follow up email requests (attached), I am filing a complaint with the Better Business Bureau of Michigan today, 4/1/25.
    I sent a fifth request today asking that my refund be received by 4/4/25 and a check mailed to my Tecumseh address on file, and notified them of the BBB complaint filing.
    As noted, the prorated refund dues is for 2/22/25 through 10/3/25.The refund, by my calculations, should be for 223 days. 223/365 is 61% of the $320.00 family membership fee paid--which I calculate to be $195.50.

    Customer Answer

    Date: 04/08/2025

    {BBB transcription via attachment}

    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.  Carter Rehabilitation has followed through with their issuance of a refund. I received the reimbursement check today. I consider the matter fully resolved. 

    Best Regards,

    ***** *********

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