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:05/01/2023

  Type:Service or Repair 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.

  During 2022 I was a monthly subscriber to The Joint. It was quick and easy to come in. Always had at least 2 doctors, usually 3. January 223 I signed up for a pay up front plan, in the amount of $295. After signing up, the quality of care reduced; overnight the availability of doctors was reduced more than 50%. (Meaning only 1 doctor ever on property, and the doctor that I always saw was moved to a location not local to me, which was fine but wasnt replaced). Every time I would come in the front desk would inform me that only one doctor was available and by the way they have a new patient so it would be awhile before I could be seen. This would be acceptable if it wasnt a consistent situation that I would encounter. On or around Feb / March 2023, I came into the office to see a Doctor, I was again told that only one doctor is available and also had to wait sometime because yet again, a new patient. I spoke with whomever was at the front desk to discuss the issue. I discussed that the availability has been greatly reduced and in other words, it is no longer what I signed up for and would like to pay for what was used, but would like the remaining amount refunded. Front Desk informed me they would contact the manger and the manger would get back to me. I also mentioned I would be getting some skin surgery on my back and wouldnt be able to use anything in April and would like it paused for the moment. I came in on March 31st I believe and still no manger available to discuss and my plan was still active; luckily for me that no new patients were there but still only one doctor. Today, 28April2023 I went into the office to follow up and discuss yet again, and was told would forward to the manager. But still hadnt heard from anyone from the initial inquiry. I again informed them I was having yet another skin procedure / Surgery done on the afternoon of 28April2023 on my back and wouldnt be able to use the service for sometime. I again asked to at least be paused until this can be addressed officially. I received a telephone call from the front office individual and she informed me the manager said no. I asked that the manger contact me directly, as this is unacceptable as I have been very up front with the issues but still has yet to be resolved. Manager has still yet to contact me. I have attempted to contact the **************** and I am unable to reach someone. Going forward I believe it is acceptable to have the un-used amounts refunded back to my original payment method.

  Customer Answer

  Date: 05/04/2023

  Feb/March 2023: In person inquiry to issue of doctor availability. Was told Manager would contact me directly to find a solution. 
  
  
  March 31st: Came into office to discuss again as I havent received any communication from Management. At this time I also informed them I would be having a skin procedure done on my back and wouldnt be able to participate in April, they also said manger would address that when they contact me. 
  
  
  28April: went into the office to follow up and discuss yet again, and was told would forward to the manager. I again informed them I was having yet another skin procedure / Surgery done on the afternoon of 28April2023 on my back and wouldnt be able to use the service for sometime.
  
  
  TODAY was the first time they informed me of the form to fill out to pause. So,  I again asked to at least be paused until this can be addressed officially.  I filled out the form. 
  
  
  I received a telephone call from the front office individual and she informed me the manager said cannot pause account. I asked that the manger contact me directly, as this is unacceptable as I have been very up front with the issues but still has yet to be resolved. 
  
  
  28April: Email below sent to the following addresses:
  
  
  ********************************, ********************************** ******************************************* ***************************************
  
  
  
  
  Attention: 
  The Joint Corp. 
  ************************************************************************************
  
  
  Location: 
  ************************************************
  Unit 3
  Southaven, **  38672
  
  
  
  
  
  
  During 2022 I was a monthly subscriber to The Joint. It was quick and easy to come in. Always had at least 2 doctors, usually 3. By the way, ************** is fantastic. 
  
  
  January 2023 I signed up for a pay up front plan. After signing up, the quality of care reduced; overnight the availability of doctors was reduced more than 50%. (Meaning only 1 doctor ever on property, and the doctor that I always saw was moved to a location not local to me, which was fine but wasnt replaced). 
  
  
  Every time I would come in the front desk would inform me that only one doctor was available and by the way they have a new patient so it would be awhile before I could be seen. This would be acceptable if it wasnt a consistent situation that I would encounter. 
  
  On or around Feb / March 2023, I came into the office to see a Doctor, I was again told that only one doctor is available and also had to wait sometime because yet again, a new patient. I spoke with whomever was at the front desk to discuss the issue. I discussed that the availability has been greatly reduced and in other words, it is no longer what I signed up for and would like to pay for what was used, but would like the remaining amount refunded. Front Desk informed me they would contact the manger and the manger would get back to me. I also mentioned I would be getting some skin surgery on my back and wouldnt be able to use anything in April and would like it paused for the moment. I came in on March 31st I believe and still no manger available to discuss and my plan was still active; luckily for me that no new patients were there but still only one doctor. 
  
  
  Today, 28April2023 I went into the office to follow up and discuss yet again, and was told would forward to the manager. I again informed them I was having yet another skin procedure / Surgery done on the afternoon of 28April2023 on my back and wouldnt be able to use the service for sometime. I again asked to at least be paused until this can be addressed officially.  I received a telephone call from the front office individual and she informed me the manager said no. I asked that the manger contact me directly, as this is unacceptable as I have been very up front with the issues but still has yet to be resolved. 
  
  
  Going forward I believe it is acceptable to have the un-used amounts refunded back to my original payment method.
  
  
  
  
  01May2023: Filed complaint with BBB
  
  
  02May2023: Received a reply from ******************************************: 
  
  
  Hello Valued Patient,
  
  Thank you for contacting The Joint ************ clinic support team. I am reaching out to you today to let you know that I have forwarded your request to the Clinic's Leadership Team for review.
  
  Thank you for taking the time to bring this to our attention. You should hear back from someone on the Wellness **************** or the Leadership Team of the Clinic, after review.
  
  Thank you,
  The Joint ************ Corporate Office
  
  
  03May2023: Replied to the email above asking someone to contact me directly ASAP. 
  
  
  03May2023: Contacted FSA card to explain situation. Ticket Number 13944488. 
  
  
  03May2023: Contacted the clinic and spoke to ***, she said she was the manager and was unfamiliar with my issue. She also said to contact *********************, who I would assume is above her in the Organization. *** told me ****** tried to contact me on the 28th, but I did not receive a ** from any number I didnt recognize. I left a ** ************ and email with *************************************** on 03May2023 1026L. 
  
  
  I contacted the Clinic again 1115L after leaving the ** with ******. Spoke to *** again and asked if my account was at least frozen now from the 28April when I first was told about the form to fill out. She said no, and told me she has been instructed by her GM to not do anything with my account, only ****** can do it.
  
  
  03May2023: Left a voicemail with The Joints Corporate telephone number. 
  
  
  04May2023: Left another ** with ****** 0820L. 

  Customer Answer

  Date: 05/04/2023

  Today, 04May2023 I received a telephone call from *********************. She was apologetic in the situation and has added missed visits back to my account. The plan I prepurchased terminates July 10th, and effective July 11th she had added 10 visits to my account. 
  

  complaint is RESOLVED.  

  Business Response

  Date: 05/04/2023

  I spoke to ******************** today 5/4/23. I addressed his concerns about the doctor availability. I also offered him a free 10-pack of visits to resolve his concerns about not being able to use the visits he had pre-paid for. He was grateful and accepted this resolution.