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:08/16/2022

  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 signed up for the service the summer of last year and was signed up for a monthly service. In November 2022, I tried to cancel this service. I realized in February I was still being charged. I went back to the office and signed the forms to cancel again. So twice Ive been there to cancel. When I saw I was getting charged in March, I disputed it with my credit card. It got refunded. However, I continue to be charged. How many more times do I need to go in there and how many more months will I continue to be charged for a service I dont use? This doesnt make sense.

  Business Response

  Date: 08/29/2022

  This email is in response to a complaint made toward our business by ***************************** submitted on 8/5/2022, ID ******** due to a billing or collection issue.  In her claim she states that she attempted to cancel her membership twice, once in November and once in February of 2022.  Per her signed Flex Plan Membership agreement as is a standard business practice, in order to cancel a membership, a cancellation notice must be submitted in writing by submitting the cancellation form to the clinic that will be scanned and uploaded into her account which will trigger a cancellation that would process at the end of her billing cycle, at which point she would incur no more charges. To date, we have no signed cancellation form in our possession or on file for her account.  Additionally, we have no records of recorded calls, or any other communication with **************** other than a chargeback that we received from the credit card processor. In good faith, we have manually terminated her account as of 8/26/2022. The chargeback she filed was claimed and she was refunded without dispute on our behalf. Our office provides our policies verbally, in writing with the patient signature and initials in 9 places as we walk each patient through the signature process and a blue folder with a copy of our membership agreements along with a simplified, very clear version, of what a patient signed up on with the cancellation policy spelled out is sent home with every new member.  We do our very best to communicate the policies and processes to each patient in a good faith effort of full transparency and we are happy to work with and encourage patients to communicate directly with us to resolve any issue that conflicts with our policies allowing us the opportunity to make anything right.   Please see attached examples of our documents provided to our Wellness and Flex Plan patients. 

  
  *******************************, D.C., B.S.

  Chiropractic Physician

  Customer Answer

  Date: 08/30/2022

  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. I will submit that I went to the business several times (in person) and signed something to cancel this contract. I only contacted my credit card company and then this agency after attempting to resolve it in person failed and attempting to resolve it through the credit card company failed. 
  
  Sincerely,
  
  *****************************