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:01/14/2023

  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.

  On Nov 30th 22 I had an appointment at Dallas Sports Recovery with ***. We had a 90minute session and he showed me the exercises of the new strength program he wrote down for me. He had been recommending to use the *** bands (Blood Flow Restrictions bands from BStrong - ***********************************************************) for a long time and acted like he was a BStrong distributor; he convinced me to purchase them through him instead of the official website.The agreement was $160 for a 90 min session (including the strength program) and $215 for the *** bands. After the session, at checkout, he stated that he had issues with the payments processing system, so I gave him my card info; later, when he finally charged the transaction, he charged $ 35 more than the agreed price ($ 410 vs $ 375).I started the new strength program and got immediately injured. I used the *** bands only once and I changed my mind, I don't like them. I contacted him to return them and he refuses to do so.I checked BStrong website and they have a 100% money back guarantee policy. I also found out that the bands come in a nice little box that protects them. He didn't give me any. It is clear now that the bands he sold me are used and he's not an authorized dealer for the company as he pretended to be.I trusted him, he is a reputable Physical Therapist, I thought I was buying from a trusted seller (not a random person online). I texted him twice to ask for the refund and as a response he blocked me. He also denied me access to the strength program (it was a shared ****** Drive file) which I paid for. I am disappointed for his unprofessional behavior.My requests are the following:- have access to the strength program I paid for - get a refund for the $35 plus tax I was overcharged for the training program based on the written agreement we had - return the *** bands that are exactly in the same conditions they were when I purchased them and get a refund for the full amount.

  Business Response

  Date: 01/24/2023

  Contact Name and Title: *****************************, COO
  Contact Phone: **********
  Contact Email: ************************************************************************
  Dallas Sports Recovery & Massage, PLLC first met ***************************** and her husband at the Ironman race in ****, ***** in October of 2019. Our company was at the event under contract treating the pro athletes. We treated ****** and her husband free of charge outside the scope of our contract as they had acquired about our services. ****** then began visiting our office in November 2019. She continued to utilize our services until 2023. Ever since her first visit to the office, she expressed her concern about the price of our services. We noticed her dedication to the sport and wanted to help out which led us to discount many of her treatment sessions, offering free rehab programs, providing extra treatment free of charge, and free consulting services.
  ****** consistently came in with injuries which were the result of her online coach and the 7-day-a-week training program he provided her. We informed her this was considered over-training, but she insisted on continuing with her coach's program.
  As time went on, she expressed her interest in Dallas Sports Recovery's advanced training program priced at $400. We also informed her of the BStrong Blood Flow Restriction (***) device that would aid in her recovery and help her avoid injuries. We informed her that we are an affiliate of BStrong and that she could purchase the *** set from the BStrong website and use our discount code, or purchase them from us for a cheaper value. Buying the set from the website with our discount would have cost her $269.99 plus tax while purchasing directly from us cost $215.00 plus tax.
  We are not nor have we ever informed any client that we are an authorized dealer of BStrong. We are simply an affiliate, and however the customer decides to purchase is completely up to them.
  As stated before, ****** had always been concerned with price, so she decided to purchase the *** set from us and we provided her with the 6-week, $400 advanced training program free of charge.
  When conducting the invoice, we adjusted the tax allowing her to only pay $20 instead of the original $50 in taxes.
  BStrong does have a 100% money-back guarantee, but this is only good for 30 days from the date of purchase. ****** purchased the *** set and was provided the advanced training program on 11/30/2022.
  She started the program right away and continued to receive free consulting services for the next two months.
  On 1/10/2023 ****** asked for a refund on the *** bands claiming they injured her. We informed her that Dallas Sports Recovery does not offer refunds on supplements or equipment sold. Furthermore, if ****** would have purchased the set from BStrong, they also would not have offered a refund as she was outside their 30-day return policy.
  In addition, the BStrong *** device does not cause injury. The device is specifically designed to prevent injury, has several physiological benefits to assist tissue healing, and has been tested and researched for the past 50 years. We informed ****** that her injury is more likely the cause of her continuing to cycle and run 7 days a week in the evening. We informed her that the cortisol response is elevated in the evening, so the amount of volume performed after a sedentary job would lead to tissue degradation.
  At this time, we sent ****** a spreadsheet showing all the free treatment, rehab, and consulting she had received from us over the years so she could better understand how much we had dedicated to her. We did lock in the 6-week advanced training program, but this is done for every client that purchases the program. The lock is done at the 6-week **** as a new program and payment need to be made. All of this was explained to ****** in an email to which she responded by contacting the Better Business Bureau.
  We have attached all the appropriate documents that show how much Dallas Sports Recovery & Massage has dedicated to ****** over the years. Furthermore, it is unfortunate that after all we have done for ****** she would insinuate our unprofessionalism and claim that our company was not fair to her. Running your own business is difficult, but it is most upsetting when one goes above and beyond for a client only to be treated in such a manner.
  
  See Attachment/File: *****************************

  Business Response

  Date: 01/24/2023

  Business supplied email: ************************************************************************
  Use this address for any contact with the Better Business Bureau