Complaints

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• Initial Complaint

  Date:05/01/2025

  Type:Customer Service 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.

  On April 28 I called to make an appointment with Restore You. The receptionist scheduled an appointment for June 19th where they would draw blood. She said she also needed to schedule a second appointment right away so they could give me the results. She scheduled the second one for July 8. Then she said that they needed a credit card and would bill me $100 as part of the first appointment's bill.
  Today, May 1, I called to cancel my appointments. The lady I spoke to said that they would cancel the appointment and refund 50% of my money. I said why only 50% and she said that is their normal practice. I complained that I wasn't aware of that and should have been told that when I set up the appointment. She said she would talk to her "boss."
  She called me back 1 hour later and said that "Since we scheduled you for two appointments that we can't refund ANY of your money.
  I should have let the gal refund at least the 50% as she FIRST told me. But when I complained they are now keeping ALL of my money.
  This is a DECEPTIVE practice and I should have been told of this policy BEFORE I gave them my credit card information. I am asking for a full refund. They have PLENTY of time to fill that appointment time as it isn't for another 6 weeks.

  

  Business Response

  Date: 05/02/2025

  
  It is standard practice that when a new patient schedules any appointment initially we take a non refundable deposit.
  The patients are made aware that this deposit goes towards the cost of the appointment, but if for any reason they cancel it will not be refunded. This information is and should be communicated by our front stafff at all times when scheduling any new patient to our practice. We are very honest about our clinic's policies and in no way act deceptively.
  We sincerely apologize for any misunderstanding you have had, as we do try to be very diligent about communicating all details with our clients. Had this been brought to my direct attention, I can assure you that we would have done something to help resolve this issue.
  
  

  Customer Answer

  Date: 05/02/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business owner called and said she was not aware of this issue and had not be asked about it at all before their staff told me they would not refund any of my money. If this is true then I was lied to twice by the staff at this business, the first time when they did NOT disclose their policy of keeping 50% of my money if I cancelled my appointment and the next time when the I was told that "I talked to the doctor and was told that since we scheduled two appointments we were not refunding any of your money."   

  The doctor called today and said that she "was not aware of this issue and apologized for how it was handled."  Then she said that she knows her staff and they would have told me about her policy of only refunding 50% of the money.  She said she realized that my appointment time is out far enough that they will be able to schedule someone in the time slot but that is the policy that they only refund 50%.  I said I was told that money was only for the payment towards the first appointment's bill.  I asked if that was correct, that the money was to be used for the first appointment's bill and she said yes, that is how it is applied.  I said I know of no other doctor's office that charges for cancelling an appointment and I could understand if I was calling to cancel one day ahead of the appointment but I just made the appointment on April 28 and called to cancel it on May 1 and was never told that they would keep $50.  I would never have given them my credit card in the first place if I knew this.

  She offered to refund me 50% of my $100.  I feel that I am entitled to a FULL refund.  They have plenty of time to schedule someone into the June 19th timeslot since I was told they are so busy.  Or was that also not a true statement by the staff?

  If the money is truly applied as a payment for the first bill for the first appointment as I was told then that is what I truly believe, if I do not have a bill from this clinic that I should be entitled to a full refund. 

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 05/22/2025

  The person has now filed a dispute with her credit card company, and I just received notification from my Point of Sales that this charge is being disputed. If there is any kind of deception occurring, it is with this customer. I will be providing all of this information to the credit card company to show that this customer was fully aware of the charge that would occur to her credit card and that she willingly supplied the information to make the appointment. Also, I just want to state that after further investigation in our office this customer was offered to speak to me directly when she called to cancel her appointment and our non-refundable policy but declined at the time. Our younger staff member specifically asked the customer if she would like to speak to me at the time of her phone call on 5/1/25 and the customer refused. Thank you.