ComplaintsforAR Cannabis Clinic

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Charged for a product and appointment for a mmj card and they did not give me an address. I googled the address and the place I was sent to has moved clinics 3 years ago. Why is this still in Google maps. And why did I pay so much money for an appt at 0830. For me to deiv an hour to another clinic. And still not get any help. This is the most absurd waste of my time, money, and patience. I want my money back. And I want this buisness to be told this is not how you treat people that pay for a service.

  Business response

  08/27/2024

  On August 22nd, the patient signed their consent form and submitted a $249 payment for their MMJ Screening/Approval Visit. Automated messages were sent to the patient prior to their appointment scheduled for August 23rd stating they would receive a call within 1 hour of their appointment time. Our website states that all offices are virtual and are not open to the public. 
  
  The medical documentation specialist attempted to contact the patient on August 23rd, but the patient did not answer. The patient's appointment has been rescheduled each day since it was originally scheduled on August 23rd due to the patient being unreachable, however, they have not responded to any attempt to contact them via phone, text, or email. The patient is not eligible for a refund per their signed consent form, which states that a refund will not be issued for a change of heart/cancellation or if the patient is unreachable. We are happy to assist with rescheduling the patient's appointment for a date and time that works best for them. 

  Business response

  08/30/2024

  In attempt to resolve the patients confusion previously multiple staff attempted to reach the patient via texts, phone calls and emails; however, we did not receive a reply from the patient over the course of a 3 day period. We do offer multiple ways of contact for all patients to utilize and receive support throughout everyday of the week to make the process smoother on patients. 
  
  We were unable to reach the patient via the phone number, texting number or email, they provided on their signed consent form. We did not receive further communication from the patient until a complaint was received. 
  
  After careful review of the patients situation and their complaint, we have made the determination to submit a refund for their payment of $249, due to being unable to come to another resolution with the patient. 
  An email has been sent to the patient including their refund receipt and the processing time it may take for the refund to show back on their account. 

  Customer response

  09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $407 for my my medical card and had a tele-visit with the physician on 06/22/23. Later that day I received, via email, a letter explaining dosage and strains. I didn't realize that I had to upload anything to the state until 7/6/23, at which time I uploaded the only document I had received from AR Cannabis Clinic (the aforementioned letter) to the ADH (Arkansas Department of Health). It takes up to 14 days for them to review and process the information. On 7/21/23, 13 days later, I received an email from the ADH stating that my application was incomplete. After speaking with someone from the ADH I learned that I hadn't uploaded the correct information. They needed the physician's certification. I never received that document. I contacted AR Cannabis Clinic today to let them know what had happened, and I was told that because 30 days had gone by I would have to pay another $100 to speak to the physician again to receive a current certification. Even though I never received the certification I had already paid for. I requested to speak to someone multiple times, instead of text, to see if maybe we weren't communicating effectively via text. I was told that there was nothing they could do without paying the additional $100. Then sent me a link to their website where I could file a complaint. That was this afternoon. The site said that it could take 2 business days. I'm waiting, but very unhappy.

  Business response

  08/29/2023

  It is the patients responsibility to be aware of the states [ADH] rules and requirements.  The $100 follow-up visit with the doctor is required if the original certification expired after the allotted 30 days provided by the ADH. This covers the visit fee with the certifying doctor to review past and current records on-file in-order to create a new certification letter for the patient. Patient completed follow-up visit on 8/16/23 and was sent a new approval email which included their certification letter, instructions on how to compete the ADH application and a list of local dispensaries.

  Customer response

  08/30/2023

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

  I did receive the initial letter but did not receive the certification which was supposed to be attached to that email. While it is my responsibility to know what is required, is there not some responsibility on the part of ARCC to make sure all information is provided to the patient? This practice is not only "sketchy" but leads me to believe that these types of "loopholes" ensure additional revenue from the patient for the business. The one detail that drives my point home is the fact that you cannot speak to an actual person regarding a problem. Everything is done via text with canned responses from whomever might be managing the account for the business. The process to pay for and obtain a license is confusing at best. I find it interesting that my problem was not addressed by ARCC until after I purchased an additional certificate for $100.

  I understand that technically, I have nothing to fight back with. But i can assure you, I have learned a valuable lesson about the business practices of ARCC.

  Sincerely, 
  ********* ******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $250.00 for a medical marijuana renewal. My appointment was scheduled for 8:30 a.m. on 5/2/23. I waited for the doctor to call, then texted the company (the only way to reach them) and was told the doctor would call within the hour. Another hour went by and I texted them again. This time I was told that the doctor had "technical difficulties". With his phone?? I never received a call from the doctor and I want my money back.

  Business response

  05/09/2023

  The matter has been resolved with the patient. The certifying provider did contact the patient late on 05/02/2023 due to technical issues they were experiencing that day. Once these issues were resolved the provider was able to contact the patient regarding their appointment the same-day of 05/02/2023.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They said they tried to contact me multiple times, but they didn’t. I want a refund. This is a scam. I shouldn’t have to pay 348.00 for nothing. I’m a single mother.

  Business response

  12/02/2022

  Management offered patients $99 off renewal visits as well to further assist and come to a resolution with the patient as per the signed visits consent form, refunds will not be issued due to Change of Heart policy. This matter resolved with patient as patient verified moving forwards and spoke with certifying physician on December 1st, 2022. The patients certification letter was released with state application instructions. 

• Initial Complaint

  02/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled an appointment with an ARCannabis Clinic doctor on December 18,2021. I spoke with the doctor and paid $99 that day to renew my medical marijuana card for another 3 months. I have never received my card. When I called the PA Department of Health, they informed me they never received the authorization from the ARCannabis doctor. I called AR Cannabis and was told they sent the authorization that day, and I would now have to restart the process and pay another $99. The Department of State told me to ask ARCannabis to re-send a copy of the authorization letter, but I am unable to speak to a person at ARCannabis. It has 7 weeks since I paid for a month card and still have not received my new card.

  Business response

  03/02/2022

  Business Response /* (1000, 8, 2022/02/18) */ I do see we sent out our approval letter to Ms. ****** on 12/18 and on that same day the state would send out an email with instructions on what to do next. We did ask our provider to double check to be certain her registration had been completed and he provided us with her confirmation number. An email with the confirmation number has been sent to Ms. ******.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They said they offered a "risk free" evaluation. After paying 250.00. and setting an appointment (which you have to do in order to speak to any human there (pay first)) It sounded like a scam when the "medical professional " kept trying to get me to pay an additional 100.00 I told them I would not be doing business with them and that I wanted my money back. This was only minutes into the call. They told me I would have to fill out a request form which I did and it was denied. So i disputed the charge and they (ar cannibis who must have some kind of clause in their contract to be about to take money from people and not provide a service) upheld the charge. This company is a scam. I have gotten a card before in person paid less and was not encouraged to take other evaluations in order to steal more of my hard earned money. I had just had surgery and these people were trying to take advantage of me. Well they did just that. I will always tell anyone who will listen not to use them or any business affiliated with them for ANYTHING unless you want to pay 250 or more for nothing

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ Hi Better Business Bureau, Ms. ******* was seen on 6/7/2021. She had her visit with our provider and at the end of that she requested a refund. We do offer evaluations to patients who need those but they are not a requirement. Medical records are a requirement though, which is included in the consent forms. She was sent instructions on how to upload her medical records after her visit and was sent the refund link. She filled out a refund form and was given different options of how to provide us with her medical records, since she did select two of the qualifying conditions in her consent form. She did not provide any medical records.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a medical marijuana card from them last year. I called to make appt, was told since it was renewal I could just make an appt. without documents before I see doctor. I made the appt for July 8th, 2021. I waited for the doctor to call as I was told to do and I never received a call. On July 9th, 2021 I received a call and I told her I had been sick all night and couldn't reschedule at that time. I asked her for a refund and she said I would be refunded if I didn't make a new appt. The charge of 250.00 was on my credit card. I have called and tried to resolve this with no luck. I have never had to pay for a doctor appt that the doctor was unable to do. I didn't miss this appt and a response this company sent to Discover was false accusations. I did not have a "change of heart" I simply needed time to reschedule and was not told I had to do within any certain time. I was told since I was a renewal I didn't need any records for the appt. and if the doctor needed any he would let me know. I hope they realize I am not going to drop this. If this can't be resolved with the BBB my next call will be the atty generals office. Thank you for any help you can give me. I have severe medical conditions and this is def affecting my health. I don't understand how a real doctor could charge 250.00 for a tele health appt and just not do the appt.

  Business response

  01/19/2022

  Business Response /* (1000, 6, 2021/12/23) */ Ms. ****** had an appointment scheduled 7/7/2021 she was informed of the necessary steps required to receive her call. She was missing a document in her chart so her appointment was rescheduled to the next day 7/8, she was sent a notice to inform her. She was called the next day and demanded to be moved to the following day at 9 (providers words). The provider reached out the next day and Ms. ****** would not allow the provider to do much of anything during the visit and demanded a refund. The provider wasn't able to explain much of the process, but as Ms. ****** mentioned she had gone through us the year before so she was aware of what was required for approval. Staff reached out to the patient to figure out what the issue was and she stated we were calling her at annoying times and that she would be filing a dispute with her bank. Once a patient goes through their bank it is out of our hands and in the banks hands. Ms. ****** did not fill out a refund form to see if we could come to an agreement prior to filing with the bank. She is free to fill one out now. Consumer Response /* (3000, 12, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is simple and I feel they are making it complicated to hide the truth. I am amazed at the false statements and that a business could be so deceptive. I never spoke to a provider, I was never told I needed more documents and I waited for hours for the provider to call me. Simple truth is I made a appointment, was required to pay in advance for that appointment and the provider NEVER called. If you pay for a service you should receive that service. The fact that a company can take money and not provide what a customer has paid for is mind blowing to me. I am a disabled probation officer, I am disabled for a reason, I live with pain and struggle daily. If I didn't have a document then why did they take my money, if I didn't provide something they require then why did they give me a appt? I waited for a medical professional to call me and I'm left wondering if they even have one available. I never said I'd call my bank and the charge was placed on my credit card. Again, I have serious health issues, this wasn't me ordering a pair of shoes or groceries online, it was me reaching out for medical help. It concerns me that this can happen and how many people they can do this to. I'm not even sure this is legal, I'm am sure reporting them to the medical board can be done. The attorney generals office has told me to call them back if this wasn't resolved. It is sad that someone can have health conditions that make life hard and have to fight a company like this. I did not carelessly write the statement I provided and I stand behind every word. Business Response /* (4000, 15, 2022/01/09) */ We are extremely sorry for the bad experience Ms. ****** has had. We are simply here to help our patients obtain their card. As stated previously Ms. ****** can fill out a refund request on our website so that we can discuss the refund. Here is the link https://form.123formbuilder.com/XXXXXXX/ARCC-REFUND-REQUEST

*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. ↩