ComplaintsforElysian Wellness Centre

• Initial Complaint

  21/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  * I booked an appointment online at Elysian Wellness Centre to have physiotherapy for my L leg/foot for Friday, December 31, 2021 @ 1:45pm. I tested positive for COVID, via PCR test, on Sunday, December 19 (first onset of symptoms was Friday, December 17). The end of my ten day isolation period was Monday, December 27. My left leg/foot pain got progressively worse to the point I was using crutches to get around the house. The day of my physiotherapy appointment, December 31, I woke up with my leg and foot swollen and extremely painful. I was afraid I may have a clot in my leg (I am predisposed for clots). I called the clinic at and in around 10:30 - 10:45am to cancel my appointment and explained my reasoning. Despite that, I was charged automatically $125 which is the amount of the whole appointment. As soon as I got off the phone, I was charged automatically (clinic asks to have a credit card on file) and was sent the invoice via email. I was driven to the Ottawa General - Emergency department at 12:30pm December 31, 2021 and wasn't released from the hospital until January 1, 2022 @ 1:45am. * I called the clinic Thursday, January 6, 2022 giving them an update and asking for a refund. I was told to email the owner, Moe explaining my situation and he will get in touch with me within 1 - 3 business days. I never heard back so I called the clinic Friday, January 14, 2022 and I was told the email was just a general email and there is a chance Moe never saw it but the receptionist assured me he would forward it now to the appropriate party. Thursday, January 20 I called again and finally asked to speak with the clinic owner. I was instead relayed to Sarah, clinic manager, and she refused to give me a refund despite my circumstance. She hung up on me once and the receptionist, Sam, hung up on me twice mid sentence. I offered many times to show them proof of my hospital stay in person and they never accepted. * ****** ******* **** ** ** ******

  Business response

  01/02/2022

  ******* had provided us 3 different reasons for cancellation for her appointment on December 31, 2021 several hours before her appointment, when our policy is 48 business hours. She was informed of the charge. She began emailing our clinic several weeks later regarding the charge. Our clinic manager, Sara, had attempted to call her several times with no answer from *******. She had then proceeded to call our clinic, in which we passed the message on to Sara to contact her again. She was informed that we would be happy to provide her a credit to use in our clinic to make up for the appointment she had to cancel, but she refused and kept demanding a refund. We informed her we cannot provide a refund and that we are happy to give her a make-up session, even though her reason for cancellation had changed 3 times, we gave her the benefit of the doubt. We then noticed that out of her last 4 appointments, she cancelled every single one, which we then began getting suspicious of her intentions as she had them under 2 different accounts.

  - December 31, 2021: LATE CANCELLED

  - October 2, 2021: CANCELLED

  - June 5, 2021: CANCELLED

  - May 22, 2021: CANCELLED

  She began threatening our staff, threatening to come into our clinic and "take the money" out of the register. This is when Sara had informed her that we do not tolerate any rude or aggressive behaviours, and since she was making physical threats, that she would have to end the call right there. ******* began harassing our clinic and calling every single hour, through several different numbers, and making more threats to our reception. Our reception never ONCE hung up on her, therefore this statement is false.

   

  A refund will not be provided. We offered her a make-up session / credit, which came off our table when she began making threats to come and physical take her money back. If she attempts to enter our facility, the police will be called. ** ***** **** **** ** **** ** ****** ***** ** ************* *** ** ********** **** ****** ******** ******* *** we are only answering this complaint on this platform in order to address the client with the proper story, and make sure it is aware that she has a clear pattern of cancelling almost every appointment, provided us 3 different reasons for the late cancellation on December 31, 2022, began harassing our clinic with 5-8 phone calls a day, and began making threats. We offered her a make-up session, in which she refused. 

   

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The above is Elysian's response to me. All of it is false. * ** ******* *** ** ************* ** **** ** ********* ***** ******** *********
  
  Sincerely,
  
  ******* ******* *****

*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. ↩