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:05/19/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 went to the Joint at The Point (Greenville, SC) initially to seek relief for a pulled muscle in my lower back/hip region. I did not intend to visit again. However, after my pleasant experience with the doctor and his recommendation to come back for a couple weeks, I considered. Then as I was cashing out, the receptionist explained that if I signed up that day then I would get an additional 3 visits added to the plan's 4. I decided I could make the time as the value seemed worth it for one month of care. I was careful to ask her what date I needed to cancel by, and the specifics about the dates and location requirements of the visit. I signed up with the idea that I would attend 7 more sessions over the next month and pay only $108 (for the initial visit plus the 1 month plan price).
  
  However, when I attempted to cancel my plan in May she informed me that I could not cancel until I was charged for a 2nd month. I am furious with this matter, as I specifically asked her what date I needed to cancel by and she was purposefully vague so as to "sell me" on a subscription. When I told her she was purposefully deceitful on my initial visit, she stated that "That's not how chiropractic care works." I sent a follow up email that she responded to similarly. I then reached out to corporate and never received a response.
  
  I am very well aware of how traditional chiropractic care works, and that is why I chose the joint. It offered flexibility and quick visits that worked best with my schedule. However, I now realize that the vague nature of this location is how they rope you into plans that make you pay more than advertised.
  
  Finally, it is also concerning how open the facility is. I have overheard many a conciliations that boarder HIPPA violations because there is nothing more than a partial partition wall in the facility. I would stronger consider going elsewhere if you don’t want to have all your info and conversations overheard by whomever is in the building.

• Initial Complaint

  Date:03/28/2023

  Type:Billing 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.

  This organization has been charging my FSA account for over a year and half without any services being rendered. They have now cost my family probably a thousand dollars or more. My wife initially utilized their services maybe twice at the end of 2021. Due to poor service she hasnt been back since. I've recently discovered they've charged me all of 2022 and are now charging me in 2023 when we havent used their services in nearly a year and half. When confronting the staff members about this they acted like they didnt know and they couldnt help. Their tactics go against the Federal Trade Commission Act: unfair or deceptive acts or practices. I want to be fully reimbursed for all charges for 2023. At this point 2022 can't be addressed for it wont impact my FSA balance. This organization also needs to be put under investigation as I'm now learning were the not the only family who has been scammed by this organization.

  Business Response

  Date: 03/28/2023

  On
  June 14th, 2022, ********* ****** visited our office and brought her
  son ******** ***** in on June 16th, 2022. After their first adjustment
  and going over several different options with them, they both decided to join
  our Wellness Plan. The Wellness Plan is a monthly auto draft that requires a 2-day
  written notice to cancel. For the Youth Wellness Plan, it is $49 a month, for
  the Adult Wellness Plan, it is $79 a month.They did not come and see us in
  2021, they began treatment with us in 2022. Furthermore, ******** was treated
  10 times over a span over two months, ********* was treated 11 times during
  that same span. We never received any complaints regarding any of the
  adjustments rendered. Had we, we would have addressed them with the patient and
  insured that the situation was rectified, as we always do.

  
  Our
  General Manager, Allie M*******, went over the plan policy in detail with Mrs.
  ****** as she signed her name in two different sections, initialed in 8, and
  dated. Allie made sure that Mrs. ****** fully understood everything she signed
  that day before leaving, and answered any questions she may have had. In
  section 2 of the agreement “Terms of Membership and Cancellation” we highlight
  and circle the 2-day written notice to cancel on her plan so she was made fully
  aware of how to cancel their agreement when she wished not to further continue
  their membership. No attempt had been made by Mrs. ****** to cancel, we could
  not find any record of her calling us in our system and she just signed the
  cancellation form today. (1st document attached)

  
  ******* ****’s account became inactive on March 16th, 2023 due to his
  payment not processing. We have a standard policy set in place once a patient
  has a past due balance if it’s been more than six months, we will attempt to
  collect. If we are unable, we will cancel the plan due to inactivity. We make
  several attempts in collecting on delinquent accounts which includes phone
  calls, three different emails, and text messages. According to our records,
  Mrs. ****** was apparently contacting regarding this and she was greatly
  displeased to discover that her membership was still active and being charged. Savvy,
  the office manager, informed her that the reason the memberships had continued
  is because we did not have a cancellation form on file. She became very irate,
  swearing and yelling about the policy corporate had written (second and third
  document attached) She wanted the cancellation she submitted for today
  backdated, but I told her that corporate does not allow for the refunding for
  unutilized visits and that the utilization of the plan is the patient’s responsibility
  per the membership contract.

  
  I have
  provide all the documentation to support the details above.  If you should have any further questions
  please feel free to reach back out so we can better assist you.

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  I have attempted to cancel my membership with the Joint Chiropractic for the last month or so. I submitted a cancellation form in December and the business is still attempting to draw money from my account. I receive several notifications a week of the attempted withdrawals. Even though I have submitted the form the business says that they will not cancel my membership.
  
  All I am requesting is that the business cancel my membership and stop attempting to withdraw fund from my account.

  Business Response

  Date: 01/12/2023

  The patient in question is signed up for our Wellness Plan (see second attached document for terms), which is a month-to-month agreement. At any time after the two month minimum is met, the patient cancel at anytime, but that requires a two day notice to cancel with a signed form in the office you started with. As long as the account is not past due on a payment and we have that signed form with two days' notice to cancel, the patient is able to cancel. Mr. ****** account currently has a $79 balance due to an unpaid month, which we have been attempting to contact him regarding since 12/17 (see first attached document). He attempted to send us a cancellation form via email on 12/28, but we informed him via email that, quote,

  "Corporate requires a cancel form be received with at least
  two days-notice from the last settled bill. We have been attempting to contact you
  regarding the missed payment since 12/17, the only way we could absolve the
  payment due is if we had received the cancel form before the 17th.
  Since that is not the case, we do need to resolve that missed payment per our
  policy."

  He responded stating that he refused to pay, which is not aligned with corporate policy as written in the agreement. Our hands are tied, we did not have the cancellation form 2 days before the billing date of 12/17, and since the account is still delinquent, the balance must be settled before the cancellation is processed. Once the balance is settled, there won't be any further charges and the plan will be terminated immediately.