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:05/15/2025

  Type:Product 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.

  ***** raised her prices from $75, then to $85 and now $199 a month. I agreed to the price increase and was charged for a full year. Her level of care has went downhill very fast. She is not responsive, I have voiced my concerns more than once and saw no improvement. I found a new provider and chose to move practices. I let her know and asked her to refund the unused portion of the payment. She refused, saying she didn't do refunds. I have looked on her website and on everything that was sent to me and no where does it indicate she would hold funds if you chose to leave. She has over $1500 that she should not be keeping. Especially since my leaving was due to the lack of care she is providing. She claims that I got medication refills and utilized her patient portal- well, yes I did but I paid for that with the $200 a month. She has violated HIPPA while I was a patient as well. I can fully understand her keeping a month of payments but not 10 months worth of payments for absolutely nothing.

  Business Response

  Date: 05/15/2025

  Response to BBB Complaint – **** **** 
  From: ***** *. ******, APRN CNP, Owner
  Practice Name: ***** *. ****** APRN CNP Direct Primary Care
  Date:05/15/2025
  

  To Whom It May Concern,
  Thank you for the opportunity to respond to the recent complaint filed by**** **** 
  

  This patient enrolled in our Tier 1 Direct Primary Care membership, which is an all-inclusive annual plan offered at a significant upfront discount of $2,000. This membership was processed in March 2025 and was intended to cover services from that date through March 2026. At the time, our monthly rate for this tier was $199/month—meaning this patient received a discounted rate equivalent to two free months of care.
  

  While we did not explicitly state in writing that this annual payment was non-refundable, our intent and industry-standard practice for upfront discounted memberships is that they are a commitment for the full duration. Patients who take advantage of such pricing are expected to remain enrolled for the full term, and the operational model of a direct primary care practice depends on predictable, prepaid revenue to offer discounted, comprehensive care.
  Importantly, the patient was provided ample opportunity to remain on a monthly membership plan at $85/month (her prior rate), and she voluntarily elected to enroll in Tier 1 and pay the discounted annual fee. This was not a forced transition—each patient was given the freedom to select the level of care and payment structure that best suited their needs.
  

  Since enrollment, this patient has utilized numerous services, including:
  -Ongoing clinical support and messaging access
  -Medication refills valid for over a year
  -Lab workups and treatment plans
  -Wellness resources and supplement discount codes
  

  These are real, tangible medical services provided under the Tier 1 model. The patient’s record shows active use of care over the last six months. Her dissatisfaction appears to stem from personal expectations, not from a failure on the part of our practice to provide services.
  

  While I understand her desire to leave the practice, we do not believe a refund is appropriate. The discounted upfront model is structured for patients willing to commit for a year, and that commitment was reciprocated by the reduced cost. Pro-rating or refunding this amount retroactively would be inconsistent, financially unsustainable, and unfair to other patients who understood this as a year-long commitment.
  

  As a courtesy, I have offered to facilitate a full medical records transfer to her new provider to ensure uninterrupted care and have done so respectfully and promptly.
  Included in this submission:
  

  A copy of the letter sent to all patients outlining tier options
  Secure message records showing active engagement
  The direct message I sent the patient explaining this matter
  

  Thank you for your time and consideration. Please feel free to contact me should you need any further information.
  

  Sincerely,
  ***** *. ******, APRN CNP
  Owner & Nurse Practitioner
  ***** *. ****** APRN CNP Direct Primary Care