Complaints

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• Initial Complaint

  Date:08/09/2024

  Type:Order 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 am currently under a coaching contract with Integrity Doctors (ID) through my company, ******** ** ******* ***. The contract involves biweekly coaching calls, during which a coach is expected to guide the "SuperDoc" (Clinic Director) every two weeks.
  
  I informed ID in advance about an upcoming change in our Clinic Director. Unfortunately, coaching services were discontinued before the outgoing Clinic Director's resignation period ended and were not resumed with the incoming Director. The outgoing Director was available until late June, and the incoming Director was ready to participate throughout the transition period. Despite acknowledging this change in writing, ID abruptly ceased the scheduled coaching calls.
  
  I have requested a refund for the three months during which coaching services were not provided. However, this request was denied on the grounds that I did not notify the accounting department of the change. No such policy exists in writing, and this was not a matter related to accounting. I notified the lead coach on our account as required.
  
  I believe this situation stems from a miscommunication within ID. Instead of taking responsibility for an internal communication oversight, the blame has been shifted to me for not informing accounting—a requirement that was never communicated. This is not the first time I've encountered difficulties with ID, and previous attempts to address concerns have been met with hostile resistance. I have even received unprofessional, mean-spirited emails from the company's president, despite my efforts to maintain a civil tone similar to the tone used in this complaint.
  
  Given the circumstances, I am requesting a full refund for the months in question. Because of the ongoing nature of these issues, I additionally request that ID cancel the contract effective immediately.

  Business Response

  Date: 08/16/2024

  *** ****,
  I am sorry to hear you are disappointed with the service
  provided by Integrity Doctors.  I
  understand your primary complaint is you are asking for a refund for 3 months
  of service due to lack of calls provided during the 3-month time period. 
  My research indicates you originally signed a Super Clinic
  Practice Agreement in February of 2018 . 
  This Agreement was amended into a Team Coaching agreement starting on
  7/1/2021 and extended the agreement for 60 months.   The agreements specify we will provide you
  access to the Integrity Doctors systems, which currently includes online and in-person
  events, statistical collection and other online resources.  It also, depending upon the service level
  being provided, it can include coaching calls for both the team and the doctor.

  
  Our records indicate there were team coaching calls scheduled
  with your team on June 10, June 24, July 8 and July 22.   There are notes for the calls on 6/10, 6/24
  and 7/25.   However, our records reflect some confusion
  regarding the departure of the “Super Doctor,” her replacement, and the
  corresponding coaching calls.  Our
  messaging shows we were told that the departing doctor might be replaced with
  another doctor from a different clinic, but that information was unclear
  regarding timing of the replacement and was contingent on the replacement
  doctor’s health.
  Additionally, our records show that there have been
  attempts, most recently on August 8, to schedule calls with the new doctor, but
  there has been no response to date. My understanding after speaking with you is
  that this was at your direction while this matter was being resolved.

  
  Given this, we are proposing a resolution which would credit
  you the amount of a doctor’s coaching agreement for the 3 months at
  issue.  This would be a credit on your account, applied to your team coaching
  agreement and contingent upon your re-scheduling the coaching calls for both
  the doctor and the clinic team.

  
  If you have any other questions or concerns, please do not
  hesitate to reach out to me directly.

  Customer Answer

  Date: 08/20/2024

  
  
  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 would add that the response appears to be genuine, however, after speaking with *****, it also appears that he is reviewing an incomplete phone log.  Our office did contact Integrity Doctors the very day that *** ******* resigned, and we did offer *** ******** as a replacement.  Integrity representative, ****** *******, acknowledged this both in writing and verbally on our next call; we spoke that day.  Further, as I am the client, I could have been contacted at any point if coaching direction was unclear.  I request to be contacted in the case of any similar issues or questions.  It appears that there was miscommunication on Integrity's part.  That said, I appreciate the manner that ***** handled this dispute and will reach out to him directly if I have issues in the future.  Though this isn't an isolated dispute, I hope it's a final one and that if any other dispute arises, it is handled in a similar just manner.
  
  
  
  Sincerely,
  
  
  
  ****** ****