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:11/16/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  (Just a heads up you have the incorrect address for Mend, its ***************************************** So I had seen ****** for about a year, I really liked her. I feel like she helped a lot with my pain and injuries. I went to her at the recommendation of my physical therapist, he recommended her because she took my insurance. Before I started seeing her I sent her all my insurance information and she told me that I was covered by insurance. (I have the emails with her confirming this) So I started seeing her regularly. I have to hit my $500 deductible so I continued to see her. She never brought up that I hit my deductible so I brought it up. She said she got rid of her accountant and she would send me a superbill that I could send to my insurance and get refunded the money I paid up front with her. I was hesitant but I agreed, changing my session to every other week to once a month because I was on a budget. So after a few months I submitted all my paper work to Insurance, the insurance told me she wasn't covered by them. She had made some sort of error. Assuming this was a mistake I reached out to ******, she said she would look into it. Two weeks went by and I heard nothing. I called and she sounded disappointed that I told her it was me, she said she would look into it and respond that night. I never heard from her again. I now know that she was scamming me, which in my opinion doing that to people who are in pain is pretty low. I warned the physical therapist who recommended her and went and wrote a ****** review about her business. She keeps blocking the reviews from staying up which only further proves to me she is very aware of what she is doing. I believe my reviews are still up on yelp because you have to pay to see those. I spent over $1000 seeing this woman and at the very least i should be allowed to warn people against her crimes online. She keeps blocking that.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 8, 2022/12/13) */ This complaint with the *** is news to me. I am always available to talk with patients about any issue they may have with my level of care. Going through insurance always leaves the patient wanting for more reimbursement and that is beyond my control as a provider. I do believe I waived a few of my fees for her, knowing she was not fully covered. Furthermore, it is stated in our Intake Forms that what is not covered is due by patient - for whatever reasons may be. I provide a service and therefore need to be compensated even if insurance does not pay. Also, I am never "disappointed" to hear from a patient over the phone - even if it is to discuss money. Ms. ********* may have been anxious about reaching out to me over the phone, but I was not anxious to hear from her. And in regards to me taking down a ****** review, I never have done that and do not think I have control over any of my reviews online. I am sorry to hear Ms. ********* is unhappy. I wished she would have been more communicative with me in person. Thank you for taking the time to review this case. I am available for any further questions, should you have any. **************** Mend Family Acupuncture and Healthcare Case # ******* Consumer Response /* (3000, 10, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first began seeing Mrs.********** she had assured me that she took my insurance, fully. That she was in network with **********************************, which you will find the confirmation of that statement of that in my email file attached (******************************) . It was after I realized I passed my $500 dollar deductible that I approached Mrs.********** and asked her about the fact I had surpassed my deductible. (************************************). Mrs.********** made it seem like she was going to talk to her accountant about the mistake. She never responded.(******************************) It was only after I inquired again with no word from Mrs.********** that she finally responded to me while I was at her place of business , asking in Person. It was only then that she told me she got rid of her accountant and therefore I would have to submit my payments to my insurance to be reimbursed. As you can see below Mrs.*********** made it seem that I was still in network and would be getting reimbursed 85% of what I paid. She offered me a discount of 10% because of the inconvenience but never followed up with that. ************************************* It is in my opinion because I never followed up with her offer that Mrs.********** never waived any fees as a provider. As you can see below in the superbill was charged the same price as before the email (*********************************************) as after the email when she offered the discount.(************************************) No such "Free sessions" were given. (Happy to provide the credit card statements for this as well!) In fact later in the year was charged an even higher price. (*********************************************************) It was only once I had submitted my claims to my insurance provider and spoken with the representative over the phone they let me know that that Mrs.********** and Mend Acupuncture were not in fact covered under my insurance plan, as she had preciously claimed. Her business was considered out of network and therefore would only be reimbursing me 65%. I immediately emailed Mrs.**********, assuming this was a mistake, to try and rectify the error. She did not respond,as you can see attached: (A************************ ) I still saw her on 08/31/22 in which we discussed the issue in person where she assured me she would look over the paper work that evening and call me. I told her that was fine but I would have to cancel my September appointment until the issue was figured out. Mrs.*auren-con never contacted me that evening as she said she would. It was to my surprise that I got a confirmation email for an appointment for September 8th appointment, which I had canceled in person. (******************************** ) Confused, I called Mrs.**********, (which is the time i explained in my prior post that she sounded disappointed when she realized it was me.) I explained to her that I had canceled the appointment the next day two weeks ago because of the insurance issue. I asked if she got a chance to contact the insurance, to which she responded she did not. I asked if she could do it soon, still assuming the best of her. She said she would. She canceled my appointment (I also have a scan of that but apparently i hit my limit up submitting images...Happy to email it in) and she promised me she would contact me that night. I never heard from her again. So that is three attempts I made to communicate with Mrs.********** about the issue with payment and my dissatisfaction of the situation, all three times they were met with no reply. I can admit the number (and I do mean NUMBER) of times that I left the office and realized there was a needle left in my head, or in my chest, or even in my stomach (which I had only found after laying face down in my bed and realized that something was stabbing me) I should of communicated that with her. I did twice but after the second time and it kept happening I didn't want to harp on it. I figured she was going through a stressful time and I really liked Mrs.********** as a person so I did not want to keep berating her with her mistakes, so i kept quiet about it. I now wish that I had sent her an email about it every time so I could upload those messages as well. As for the ****** reviews, perhaps she did not have them removed. However I do find it suspicious that when in logged into my emails in which i wrote the review you can still see the review posted on the Mend ****** page (********************************), however when you search on a different email or incognito mode the review is no where to be found. Therefore it may have not been Mrs.************ doing but I do find the absence rather suspicious. (I have screenshots for these as well, happy to provide as per usual) I know businesses need to pay **** to move reviews around therefore I believe that is why my review on **** remains untouched. There was no anxiousness on my part to reach out to Mrs.*********. I attempted many times; She however chose to never respond back to me. I hope this clarifies why I can not accept the answer from Mrs.********** as I feel it very heavily skews the truth. Thank you for your time.