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:10/14/2023

  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 went to The Joint Chiropractic in East Memphis on October 16, 2022. I was lead to believe that I signed an agreement to use their practice for only 1 month. They asked me to sign a contract for only the month of September in order to use extra free visits. After my fourth visit on Sept 21, 2022, I was hurt. When I came back home from treatment, I felt extreme pain and tingling in my entire right leg. The next day, in the early morning, I returned to the clinic panicking. ************* wasnt there. However, *********** assured me that this was nothing serious, that a disc in my lower back was moved too far and displaced but he can help me align it correctly, which should remove my pain. *********** stretched my back and it dismissed the tingling and excruciating pain in my right leg. However, the treatment did nothing for the original back pain. After this incident, I never returned to this clinic. Last month, I requested a paper credit card statement to work on my budget and I noticed that The Joint Chiropractic was continually charging a monthly $69 fee for a service I ran away from. They never sent me an electronic contract by email until I requested it last month.A year ago, I signed a document on a small electronic device after being told its only a contract for a month. I also payed $69 in good faith, believing that I was being charged for only one month.Nobody informed me that I had to come into the clinic in person to sign off on the cancellation of the membership, which I have now done.I am requesting The East Memphis Joint to refund all charges made from my card in the amount of $828.

  Business Response

  Date: 10/31/2023

  October 22, 2023          
  

  Consumer Complaint #********
  
  Im writing this letter in response to a BBB Complaint that our office received. On 10/16/22, cardholder presented to this office for chiropractic services. After this office visit, cardholder agreed to continue receiving chiropractic services at this office and signed a non-refundable Wellness Plan Application (attached).
  
  (a) The Wellness Plan fee is $69 per month, which recurs on a monthly basis until the patient indicates via a written cancellation form that they wish to discontinue care.
  (b) Members may cancel any time, however our policy states that cancellation notices must be received in writing at least 2 days prior to the charge to stop the payment and/or terminate the plan.
  (c) The agreement states no refunds will be issued after the charge has occurred.
  (d)The cardholder did not submit their cancellation in writing prior to any of the disputed charges. The cardholder did not cancel her Wellness Plan until 9/11/23 (attached).
  
  Please see the following statements agreed to in the Wellness Plan Application which was signed by the cardholder on 10/16/22.
  
  1. Wellness Plan Application, pg 1: Additionally, you (or your parent/guardian, as applicable) authorize Us (our authorized representative) to charge the credit card on file in lieu of presenting it for any services received at your request.  
  2. Wellness Plan Application, Terms of Membership and Cancellation, pg 2: We will automatically deduct your monthly membership fee from your credit/debit card account, unless you notify us in writing that you wish to cancel your membership. Member may cancel his/her membership for any reason with a written notice after the two-month minimum has been fulfilled.
  3. Wellness Plan Application, Refund Policy, pg. 2: Member understands and acknowledges that, except as otherwise required by applicable law, no refunds will be made for unutilized visits if you cancel your membership. To the extent a refund is required by law, the entitlement to and amount of any such refund shall be governed by the law where The Joint Chiropractic facility at which the Member maintains his/her membership is located.
  
  Attached Supportive Documentation:
  
  Wellness Plan Application          Signed & Dated on 10/16/22
  Cancellation                               Signed & Dated on 9/11/23
  
  If I may be of any additional assistance to you concerning this matter, please do not hesitate to
  contact me directly at ************ or e-mail ***************************************************
  
  Respectfully,
  
  ***************************, III
  Chief Operating Officer

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20735691
  
  I am rejecting this response because:

  It did not respond to my complain at all.  Please ask the business to read my complain again.  
  I am expecting to receive full refund due to their untruthful business practice and potential of hurting physically their customers.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/20/2023

  To Whom It May ***************** are unable to resolve the patient's concerns. The membership and refund policy is clearly stated in the legally-binding agreement that she signed. This is attached to the complaint.

  This month-to-month agreement has a recurring $69 charge. Her last visit was 10/31/22 and the patient did not cancel the Wellness Plan until 9/11/23. This was the patient's responsibility when she signed up.

   The patient also did not complete the initial treatment plan prescribed by the doctor, so the initial 7-8 visits required for a new patient were not completed. Therefore, the patient cannot expect the results she claims without following the doctor's ************************** style="font-size: 0.875rem;">No refunds will be issued. If the patient would like to resolve her medical issues, she will need to come in and visit with one of the doctors in clinic. We cannot resolve medical issues through a BBB complaint.

  Thank you,
  

  ***************************, COO

  Business Response

  Date: 12/01/2023

  Date Sent: 11/20/2023 10:36:03 PM
  

  To Whom It May ************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">We are unable to resolve the patient's concerns. The membership and refund policy is clearly stated in the legally-binding agreement that she signed. This is attached to the complaint.

  This month-to-month agreement has a recurring $69 charge. Her last visit was 10/31/22 and the patient did not cancel the Wellness Plan until 9/11/23. This was the patient's responsibility when she signed up.

   The patient also did not complete the initial treatment plan prescribed by the doctor, so the initial 7-8 visits required for a new patient were not completed. Therefore, the patient cannot expect the results she claims without following the doctor's ******************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">No refunds will be issued. If the patient would like to resolve her medical issues, she will need to come in and visit with one of the doctors in clinic. We cannot resolve medical issues through a BBB complaint.

  Thank you,
  

  ***************************, COO