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:01/18/2024

  Type:Service or Repair 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 had called to inquire about making an appointment for Ketamine Assisted Therapy. An appointment was made and was told by the receptionist that it was a free consultation. At no point was a fee discussed, mentioned or otherwise informed of until after the appointment.

  Business Response

  Date: 01/18/2024

  Here is the initial email we sent to the patient:

  
  Hello ******,
  
  
  The first step will be to schedule you a consultation with the doctor regarding ketamine therapy. These consultations are billed to insurance AND have a separate out of pocket expense of $50. During the consultation the doctor will go over all the necessary information surrounding ketamine therapy as well as the legal forms that need to be signed before you set up your first session. Once complete, you are free to schedule sessions if you are comfortable with the information. 
  
  
  Is there a day of the week or a time of day that would work best for you to come in for the consultation? Our office is open Monday, Wednesday, Thursday and Friday from 9am to 4pm.
  
  
  Let me know what works best for you and I will let you know what we have available.
  
  
  Best, 
  Leo 

   

   

  He did not provide his insurance card because he did not have it. He cursed at our staff, threatened them and threw paperwork at them. He has since been harassing us on ********* Please help

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I received no such email stating fees or requesting presentation of an insurance card. Though flabbergasted at the $150 cost of a free consultation and cursed I threw no such paper work. Furthermore, the files they ask to be filled out prior to an appointment on their website state nothing regarding fees whatsoever. Any comment or post on ******** is as such: Beware, a free consultation will cost you $150. - Which seems appropriate to let people know there is a cost as this office is failing to do so themselves. It is completely unethical to con people that are struggling by running a deceptive business practice. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I need to be refunded my $150 as I was pressured into writing a check in the first place and was very much confused by the process of which they intake potential patients. I was lied to over the phone regarding a free consultation. Had a fee been discussed upon making an appointment, I wouldnt have made one because Im aware that my health insurance co-pay wouldn't have covered it. I was told it was a free consultation so of course I didnt bring my insurance card and a fee was never discussed. I spent less than 10 minutes with the doctor, never took my blood pressure or asked questions a medical doctor normally would. Anything less than a full refund is fraud for this medical practice.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/23/2024

  I have spoken with my staff. We do not offer a "free" consultation, so I apologize for any confusion but I am not sure where you are getting that from.

  When you first arrived you signed paperwork agreeing to be a patient and pay either with insurance or directly. We reviewed your complete medical history in detail and had an office visit discussing treatment, which is a billable visit, which you signed paperwork agreeing to. When you did not have your insurance card, we took payment and agreed to refund it completely upon the presentation of your insurance information, so that we could bill your insurance instead of you directly. This offer still stands and we will happily refund you if you can pay for the visit using traditional insurance, which should be no cost to you.

  I would request that you not curse at my staff or threaten them further.

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I know what I heard and was told over the phone. Furthermore, I know what my traditional insurance covers and what the copay would be. I never would have taken time away from work to visit your office had there not been a free consultation offered. Im angry, frustrated and fearful of providing any additional personal information to this office. I did not sign paperwork immediately, I didnt even have time to read it before being escorted into a back office. After an 8 minute free consultation, I was asked if I wanted to make an appt and pay, being shocked that there was a fee at all I was brought back into a back office and pressured into signing paperwork and writing you a check. Whereas I was lied to and should have never stepped foot in your office to begin with, I ask for a full refund. 

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******