Complaints

This profile includes complaints for NW Myofunctional Therapy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NW Myofunctional Therapy LLC

  29585 SW Park Pl Wilsonville, OR 97070-6879

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  NW Myofunctional Therapy LLC

  8332 SW 21st Ave Apt 12 Portland, OR 97219-2853

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:05/15/2024

  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.

  Paid NW Myofunctional Therapy $3650 on 10/25/2024 for ***** visits of myofunctional therapy. We were told we had to pay in full in order to sign up for their services. After 5 visits our therapist, whom ***** assigned us to, recommended our daughter go to orthodontist (recommended by *****) and pause treatment for mouth expansion prior to future treatment and tongue tie release. Both the therapist and the orthodontist agreed our daughter should pause myofunctional treatment for expansion, which may take ***** months. We had a sixth visit to discuss the plan of care. We then requested an invoice from *************************, owner of business, in order to seek reimbursement from our insurance for the visits weve had at this time as it was unknown when treatment would resume. We received an invoice showing 5 visits. We requested a refund for the future visits, but we were told we are ineligible for reasons of having both received an invoice and for having 6 visits. We have sought to rectify the situation via written communication as ***** has made false accusations, misrepresented previous communications, and failed to correct our inaccurate invoice. Since 4/4/24 we have emailed ***** 3 times and called her office, but she refuses to communicate with us. We are concerned we will never receive an accurate invoice for our past visits, be able to complete future paid visits, and receive an invoice for those. Prior to sending this formal complaint we provided an opportunity for ***** to respond to our requests and concerns, but she has chosen to remain silent. It is very clear that she does not have her patients best interest in mind with her services.

  Business Response

  Date: 05/21/2024

  Dear Better Business Bureau and ************************,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify and respond to the concerns raised by ***** and ******************************* regarding the myofunctional therapy services provided to their daughter, ******.
  Superbills Issued:
  Superbill #****: Issued on 3/4/2024, covering the first five sessions.
  Superbill #****: Issued on 3/21/2024, including the sixth session.
  Session Dates:
  November 9, 2023
  December 7, 2023
  December 21, 2023
  January 4, 2024
  January 18, 2024
  February 1, 2024
  Visit #6: The sixth visit included six exercises to be completed as well as a plan to move forward.
  Exercises Included:
  EXERCISES SESSION #6
  Specific Focus For *****: Continue to practice K, Kaw, ***, Unk sounds with the block in the tall position at least once per day for 30 days. Water traps and Cave Bounce, 1xday for 30 days then send me an update. Still hold the water bands and swallow saliva (remember to gently bite teeth together when swallowing, then open teeth again at rest) but take a break from adding the water. Add the water back after 30 day s of practice and update me
  ALL: Cave Bounce: Create a suction/cave and open/close very slowly. With time, begin to open the mouth further and hold the suction for longer. 2 minutes 2xday.
  Air Sucking Exercise: teeth tightly together, open his lips wide and **** in air vigorously. At the same time, the tongue is to be drawn back such that the tip of the tongue touches the back of the palate ridges, followed by swallowing.
  2 rubber band hold/swallow: KIDS. 3 Rubber band hold: PARENTS. ***** can move to 3 rubber bands with water. ******
  ALL: Puppy/Lizard Tongue: Open comfortably. Make your tongue flat and relaxed like a puppy and hold it for 3 seconds. Now, make your tongue narrow and skinny with a point like a lizard and hold it for 3 seconds. Repeat
  ALL: Straw Balance: Open wide and stick your tongue out. Place straw on the tongue and try to balance the straw on your tongue. Sit up straight and keep head level.
  Timeline of Events and Communications:
  2/22/2024: I had a Zoom meeting with ******'s mother, *****, to discuss informed consent options. During this meeting, it was clarified that six sessions had been completed and no refund would be available. I offered to meet with both parents, but they opted to communicate via email instead.
  3/5/2024: ***** requested the superbill, which was provided after being generated through our system.
  3/14/2024: The Kieswethers requested a refund for future sessions due to an uncertain treatment plan. They mentioned the advice from their orthodontist and myofunctional therapist to pause therapy during the expansion phase.
  3/18/2024: I clarified via email that ******* treatment plan involved continuing myofunctional therapy during expansion or pausing it, but emphasized the importance of completing the therapy.
  3/20/2024: I reiterated that the issuance of a 6 sessions and a superbill indicated participation in a 12-session program, thus making the Kieswethers ineligible for a refund.  
  Informed Consent and Refund Policy:
  Section 4 of the Informed Consent reads as follows:
  Results Of Treatment And Commitment To The Program
  Myofunctional therapy treatment usually proceeds as planned, and we intend to do everything we can to help you achieve the best results possible. However, because this type of treatment involves patient participation and at-home involvement, we cannot guarantee that you will be completely satisfied with the results if the assignments and exercises given are not completed outside of your scheduled appointments. The success of your therapy depends on the level of cooperation and involvement that you are willing to take at home. In order to receive optimal results, it is recommended that patients practice their exercises for at least five minutes, twice per day. Any therapy program requires commitment and long-term dedication. If you decide at any point during treatment that youd like to stop the program, you will have the option to take a break and restart at a later stage, but no refunds will be offered except in special circumstances. Due to the comprehensive manner of the therapy and commitment required to the program, there are no refunds for the comprehensive myofunctional therapy program.
  The refund policy is further detailed in the informed consent document:
  REFUNDS
  Refunds for therapy will be processed strictly on a case-by-case basis and any refunds issued will be at the full-price per session rate of your therapist ($165/$215/$250). If you late cancel (less than 48 hours notice), are 15 minutes late or more to a session (considered a no-show), or if you no-show 3 appointments, you forfeit your right to any refund. After completing 6 sessions, you are no longer eligible for a refund. A $199 non-refundable fee will be assessed to cover the kit plus shipping and handling and associated administrative costs. Payment processing fees may be assessed as well.
  Need for a Cognizant Claim:
  Refunds and exceptions to our refund policies require a clear and cognizant claim demonstrating a special circumstance that justifies deviation from our standard policies. Such claims are evaluated on a case-by-case basis to ensure fairness and consistency in our practices. There has been no cognizant claim reported therefore, we must abide by our policy.
  Addressing the Threats Made in the April 4th Email:
  On April 4, 2024 and again on May 13th, 2024, we received an email from the Kieswethers that contained language I perceived as threatening towards me and my business. This email suggested potential legal actions and other measures that could harm our practice's reputation and operations. As a small business owner, such threats are deeply concerning and distressing. They not only create a hostile environment but also distract from our primary goal of providing quality care to our patients. We strive to maintain a professional and respectful relationship with all our clients, and we hope to resolve disputes amicably and constructively.
  Summary:
  We understand the Kieswethers concerns regarding their daughters treatment plan and the financial implications of pausing therapy. However, based on the signed informed consent and the comprehensive nature of myofunctional therapy, we must adhere to our policy of no refunds after six sessions unless a cognizant claim is presented and justified. We have made multiple attempts to clarify the treatment plan and refund policy via email and offered to discuss further over the phone.
  The decision to pause treatment was made with a clear understanding of the non-refundable policy after completing six sessions. Our records indicate that six sessions were indeed completed by February 1, 2024, and superbills were issued on 3/4/2024 and 3/21/2024 for these sessions.
  We value our clients and strive to provide the best care and clear communication. We regret any misunderstandings and are open to resuming ******'s therapy when the family is ready to proceed.
  Sincerely,
  *************************
  NW Myofunctional Therapy
  

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau, and *************************, NW Myofunctional Therapy

  Thank you for your response, though we are disappointed that it took going through the BBB to finally get an explanation, we are eager to resolve this issue.

  
  Again, we never set out to be difficult or unpleasant in anyway. We have just felt that the lack of communication has forced us to take the measures that we have just to get any kind of response. 
  
  Considering the first invoice was sent via direct email, and there was no communication letting us know otherwise, we did not know that we had to go through the portal to retrieve the complete invoice, thus our continually asking for one. 
  
  Though we are still disappointed with how this situation has transpired and drug out, we are eager to complete this process so we can both go out separate ways. 
  
  So we will be in touch as soon as possible to be assigned to a new therapist so we can get the remaining appointments scheduled.

  
  Thank you
  ***** and Jenna